Help Desk Survival Guide - Remote Access FAQ

Q. What is Remote Access?

Remote Access is an application deployment system that provides users with access to UIHC applications through a standard Web browser.

Q. Can I access UI Health Care resources from home or from out of state?

Yes, authorized UI Health Care (UIHC) employees can use Health Care Information Systems (HCIS) Remote Access to access Microsoft Office applications, files on their network drives (H:, S:, etc.), and UIHC clinical and administrative applications such as EPIC, IDX, and Cerner via the Internet.

UIHC faculty or staff members may request authorization to use Remote Access. Students are not eligible to use Remote Access.

Q. How can I request Remote Access?

Due to security reasons, you may not request access for self. Request must be submitted on your behalf by an assigned trusted requestor for the department. A Healthcare account is required for this access to be setup

On an HCIS-managed PC, follow these steps

  1. Click the Start button.
  2. In the Start menu, click on Help Desk WebRequest
  3. The HCIS Help Desk site should open, click Create New WebRequest Work Order button.
  4. Login into the UIHC Web Request site with your HealthcareID and Password
  5. Under HCIS Security category, click Remote Access Request
  6. Complete the form and submit.

On a non HCIS-managed PC, launch a web browser and go to (Do not enter www), and continue from step 3.

Q. What applications can be accessed using Remote Access?

Most of the programs commonly used by UI Health Care employees are available via UI Health Care Remote Access. The list includes:

Microsoft Office

  • Word
  • Outlook
  • Excel
  • PowerPoint
  • Access
  • Network Drives

UIHC Applications*

  • EPIC
  • IDX/Centricity
  • Informm
  • Cerner
  • Internet Explorer
  • Control Panel

*Use of UI Health Care applications requires active accounts on those systems, in addition to a Remote Access account.

Q. What is Duo Security?

When you use Remote Access, you must be enrolled in Duo Security. Duo Security is a two-factor authentication that enhances the security of your account by using a secondary device to verify your identity. This prevents anyone but you from accessing your account, even if they know your password.

Your options are to use a secondary device, such as a mobile phone or a tablet, or to receive a phone call. If you decide to use a mobile phone or tablet, you should download and install the Duo Mobile app from your App store before using these instructions.

By using Duo Security and setting up a two-step verification, you are further protecting yourself as well as institutional data. By requiring something in addition to the pairing of username and password to authenticate the user before allowing access, you are using information only you know and information only you have in your possession. In typical scenarios and accessing services on the Web today, the most common way to access the service is by relying on something only the user knows - the username and password pair.

Q. How do I use Remote Access?

If you have requested a new Remote Access account, an e-mail message will be sent to you that will include instructions for setting up the Remote Access client on your PC, as well as instructions for using Remote Access.

If you already have a Remote Access account, follow these steps:

  1. Open your web browser and enter (Do not enter www).
  2. Enter your HealthCareID and password, and then click Log On.
    Remote Access Log In Dialog Box

    For more information about Remote Access, click Need Help? to read answers to frequently asked questions.

  3. Double-click the application you want to open. If you do not see the application you want to open, on the left side, click Plus Icon to display additional applications.