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MyDesk Shield Temporary Access FAQs

General FAQs

Do I need to install an anti-virus solution if I don’t have one?

You must install and regularly update anti-virus software and personal firewall software on any personal computer you use to connect with MyDesk.

Windows Defender by Microsoft is built-in, free, and easy to use on Windows 10 and 11. Other options are also available from wide range of providers eg McAfee, Symantec, AVG, Avast, Kaspersky, Malwarebytes, BitDefender and F Secure with many of them also offering macOS support as well.

What are the Supported Operating systems?

MyDesk Shield is supported on the following operating systems: Windows 10 and 11
macOS 10.15.x (Catalina), 11.x (Big Sur), 12.x (Monterey) on Intel and Apple Silicon

Physical smart cards are not supported. You must use an RSA token or the RSA mobile app.

What are the supported browsers?

Windows: Microsoft Edge and Google Chrome.
Mac OS: Safari, Google Chrome and Mozilla Firefox

Setting up MyDesk FAQs

How do I install the smart card reader driver?

Click the link for your operating system ( Windows )

How do I use a smart card if I am connecting from a VMware Virtual Machine at home?

Instruction on how to install Smart Card reader on your VMware Virtual host machine can be found link.

How do I uninstall MyDesk Shield application from my computer?

Windows – Follow the steps outlined below to uninstall MyDesk Shield from your windows computer.

  1. Open Control Panel.
  2. Within ‘Control Panel’ window click on Programs > Programs and Features.
  3. Then select ‘MyDesk’ and click ‘Uninstall/Install’ option.
  4. Click ‘Uninstall’ to the message to start uninstall of MyDesk Shield.
  5. Once uninstall has completed you can choose to restart your PC now or restart manually later.

Mac – Follow the steps outlined below to uninstall MyDesk Shield from your Mac computer.

  1. Click here to download the uninstall tool.
  2. Double click on the downloaded file, select uninstall option and follow prompts to remove MyDesk Shield.
  3. Once removal process is complete, delete the downloaded uninstall tool file.

Using MyDesk FAQs

How do I switch between MyDesk and my personal desktop session?

Move your mouse to the top center of the screen to bring down the Desktop Viewer toolbar and click ‘Home’ to return to your personal desktop. Click the ‘Desktop Viewer’ icon from the task bar to return to your MyDesk desktop session.

How do I setup my personal computer to use Skype and audio with MyDesk?

Note: Audio experience may vary based on the speed and quality of your internet connection

Windows – Before connecting via MyDesk, make sure your headset is the Default Device for Playback and Recording.

  1. Right click on the speaker icon next to the clock in the bottom right hand corner of your screen
  2. Click the Playback tab, select your Headset and click 'Set Default'
  3. Click the Recording tab, select your Headset and click 'Set Default'
  4. Click OK
  5. After you connect to MyDesk and access your work PC. Choose 'Permit Use of Microphone' if you receive the prompt: 'your virtual desktop is attempting to use your microphone'

Mac – Before connecting via MyDesk, make sure your headset is the Default Device for Playback and Recording

  1. On your Mac, open System Preferences and click on Sound
  2. Click the Output tab and select preferred device
  3. Click Input and select the same device
  4. Close the window
  5. After you connect to MyDesk you may receive the prompt: 'Do you want to use your microphone and webcam with this virtual desktop?' Click Yes.

TEST – Do the following to test video and audio from your MyDesk iDesktop (remote session):

  1. Open Skype for Business
  2. Click Options (cog icon) and select the Audio Device option
  3. Click on 'Check Call Quality'