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HOSTING LOGIN HELP

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General

Q1: What are the minimum system requirements?

Any PC which has broadband Internet connection and Internet Explorer 6.0 or later version. If you are a Mac user, please click here to go to into Compatibility help page.

Q2: Will I be able to install my own software onto the virtual desktop?

NO. Only software that is offered through our service may be used on your virtual desktop. We would like to have your input on the software you like to use in our library; please email your comments to us at support at support@personable.com.

Q3: Will there be various bundled software packages, in terms of application suites?

YES. We offer MS Office Suites, including Standard, Small Business, Professional, Premium.

Q4: Will you provide a virtual storage drive? And if so, what is the capacity?

YES. A secure virtual drive will be provided, with at least 10 MB of storage free of charge, depending on subscription plan selected. Additional storage can be purchased.

Q5: Will I be able to save the work that I’ve done on the virtual desktop into my local computer drive? Or does it only stay in the virtual desktop?

YES. You will be able to save your work on your local drive or your floppy.

Q6: Will I always be updated with the newest versions of the software?

We will always have the latest versions available so upgrading is as simple as a click of your mouse.

Q7: Can I choose to have the software I want to be installed on my virtual desktop?

YES. The user can select any software from the library.

Q8: Will I be able to access my email or email server through the virtual desktop?

YES. Email from your virtual desktop can be retrieved from any email pop3 service that can be configured through Microsoft Outlook.

Q9: Will I be able to access my CD-Rom drive, Zip, or any external hard drive?

For the PC you will be able to use your local drives on the virtual desktop, but to access them, you must go through “My Computer” on the virtual desktop. It is not recommended to run applications from your local devices. The performance won’t be optimal. For Macs and the Java client these external devices will not be available.

Q10: Can I play games on my virtual desktop?

You can, but only those that are currently available in our software library.

Q11: Will my information stored on the virtual desktop be secure?

YES. We adhere to the same security standards used in the financial and defense industries so you can be confident that you have the best in security and reliability for your data.

Q12: Can I have multiple users log on to the same account at the same time?

NO. Only one user can login at one time. Every user should use his own account with his own login email and password.

Compatibility

Q1: I don’t want to use the plug-in for ActiveX Controls for Internet Explorer to access the virtual desktop. Is there any other way for me to gain access to the virtual desktop?

Yes, we can set up a Direct Login method for you. Please call Personable Tech Support.

Q2: What browsers will be compatible with the virtual desktop?

Internet Explorer 6.0 or higher for Windows.

Q3: I am using Mac. Does the virtual desktop support Mac?

Yes. There are three ways to use Personable virtual desktop in your Mac. 1. Install Windows through bootcamp on recent iMac with Intel processors 2. Install Windows in PC Virtualization software (such as VMware Fusion or Parallels) 3. Direct Login method. For OS X 10.6 users, please Download Remote Desktop Connection for Mac. For OS X 10.7 or later users, please use this link to download from App Store. And then, call Personable Tech Support (800-688-4281) in order to setup the Direct Login.

Q4: Will the virtual desktop store my custom settings, so that no matter which computer I gain access to it will always look as I have left it?

Yes, all configurations will be saved since the last session, including icon placements.

Login

Q1: I’m using Windows 10. I cannot login to Personable Virtual Desktop.

Microsoft has introduced a new web browser named ‘Microsoft Edge’ in Windows 10 family, and it is the default web browser in Windows 10. However, you have to use ‘Internet Explorer’ in order to login to Personable virtual desktop. Here is how to open Internet Explorer. Type ‘Internet explorer’ in the search box located at left-bottom corner. When ‘Internet Explorer’ is found, right click on it to show more options. Select ‘Pin to taskbar’, so you can easily launch Internet Explorer later.

Q2: I’m using Internet Explorer 11. I cannot login to Personable Virtual Desktop.

Internet Explorer 10 has known issue with Active X control. Please click ‘Compatibility View’ button in order to enable the compatibility mode.

And then, type ‘personable.com’ at the Add this website box, and click ‘Add’ button.

You may still need to set http://*.personable.com as a trusted site on the Internet options if you have not logged into Personable Virtual Desktop before. Click here to see an instruction.

Q3: I’m using Internet Explorer 10. I cannot login to Personable Virtual Desktop.

Internet Explorer 10 has known issue with Active X control. Please click ‘Compatibility View’ button in order to enable the compatibility mode.

(Once the icon is clicked, IE 10 will remember the setting, so you don’t need to click the icon again.) You may still need to set http://*.personable.com as a trusted site on the Internet options if you have not logged into Personable Virtual Desktop before. Click here to see an instruction.

Q4: When I try to login I get a “Login failed…” message.

Solution: This happens because you are typing in an incorrect email address or/and password. Retype the correct username and password with the right credentials. *Tip: Type in the password on a word document (or Notepad) and do a copy/paste just to make sure everything is OK.

Q5: When I try to login, I am taken back to the same page with my password erased.

Solution: Disable the pop-up blocker or set ‘http://*.personable.com’ as a trusted site on the Internet options.

Click here to see how to disable pop-up blocker.

Click Here to see how to add login site to trusted site.

Q6: When I login, all I see is a white background with ‘Error connecting to Terminial Server’.

Solution: Please contact Personable technical support team (714-430-6944, Help@personable.com).

Q7: When I login, all I see is a blue background.

Solution: Please contact Personable technical support team (714-430-6944, support@personable.com).

Q8:When I login, I get a message that says ‘ActiveX is not properly installed…’ (Any message that says ActiveX is not installed).

Solution: You need to set ‘http://*.personable.com’ as a trusted site on the Internet options. Here is an instruction.

Q9: When I login, I am getting an ‘Internet Explorer Error’ window message and I can only click ‘Send’ or ‘Don’t Send’.

This may be caused by a ‘ghost printer’ issue.

Solution:

  1. Go to Control Panel
  2. Open up Simplify Printing Client (viewable in Classic view)
  3. Move all the printers into the Denied printers list except for the printer that he/she will use on Personable.
  4. Click ‘OK’.

Q10: The login page is not loading.

Solution:

  1. Go to the “Tools” menu then to “Internet Options”, then click on “Delete Cookies” and “Delete Files”.
  2. Click on the refresh button to reload the page

Q11: This is the first time I have logged into Personable with this computer.

Solution:

Disable the pop-up blocker or set ‘http://*.personable.com’ as a trusted site on the Internet options.


Click here to see how to disable pop-up blocker.

Click Here to see how to add login site to trusted site.

Q12: I have a problem that is not listed here.

Give us a call at (714) 430-6944 or email us at support@personable.com

Printing

Q1: I cannot print on the Virtual Desktop

Solution 1:

  • Login to the Virtual Desktop
  • Click on the “Start” button at the top of your screen.
  • Go to “Printers and Faxes” right click on you printer, go to “Properties” and click on “Print Test Page”.

    • Solution 2:

    *If your printer is not showing in “Printers & Faxes”, Log Off the Virtual Desktop “


  • Open www.personable.com, and click ‘Advanced options’ link.
  • At the bottom of the page, click on a link called “Special Printing Client”.
  • After you do this, you will see a window pop up, click on “Open” or “Run”.
  • Click “Next” for the first window, in the second window uncheck the 2nd option, Citrix and click “Next” all the way to finish.
  • Log back into the virtual desktop and try to print in QuickBooks.

Q2: I cannot see my printer under Personable’s Printers and Faxes

To resolve this problem first please check if the computer has installed “Special Printing Client” or “EOL Universal Printing Client”:

  • Go to Control Panel.
  • Click Add/Remove Programs.
  • Look for either ‘Simplify printing Client V2’ or ‘EOL universal printing client’

    – If the computer has installed one of the printing clients: Please properly log off (Start @ the top->Log Off) and log back in.

    – If the computer has neither of the printing client, please install the right one (contact tech support to determine the correct printing client):

    Instruction to install Special Printing Client:

  • Log off properly (Start @ the top->Log Off) from Personable.
  • Make sure the printer is to be used is set to be the default printer locally and close all other programs that are running.
  • Login without a password (login failed)..
  • Scroll down and click at the ‘Special Printing Client’ link.
  • Click ‘Run’ or ‘Open’.
  • Click ‘Next’.
  • Uncheck the second box (Citrix), and keep clicking ‘Next’ to ‘Finish’.
  • Log back into the virtual desktop and try to print in QuickBooks. Instruction to install EOL Universal Printing Client:
  • Log off properly (Start @ the top->Log Off) from Personable.
  • Make sure the printer is to be used is set to be the default printer locally and close all other programs that are running.
  • Login without a password (login failed).
  • Scroll down and click at the ‘Universal Printing Client’ link
  • Click ‘Run’ or ‘Open’.
  • The installation should be very fast.

Q3: I can see my printer in the “Printers & Faxes” of the Virtual Desktop, but not in QuickBooks

I’m using a local printer:

  • Log off the Virtual Desktop, go to the “Control Panel” of your local system.
  • Go to the “Printers and Faxes”, rigth-click on your printer and click on “Rename”, rename your printer as short as possible (less than 10 characters long).
  • Log back in to the Virtual Desktop.I am using a network printer
  • Rename you printer and check the printer mapping.
  • Try to print again.

    • Note: Network printers may not be renamed; they will need to have their network people rename the printer for them.

    Note: The printer name is the characters before the ‘[‘ or ‘(‘ character. For example, if you see “HP Printer [PSNBTEST22:3]”, then the printer name is “HP Printer”.

Q4: I cannot print a certain transaction in QuickBooks, but other transactions I can print.

Log off properly (Start @ the top->Log Off) from Personable.

  • Rename the printer to 12 characters or shorter.
  • Log back in.

    • Note: The printer name is the characters before the ‘[‘ or ‘(‘ character. For example, if you see “HP Printer [PSNBTEST22:3]”, then the printer name is “HP Printer”.

Q5: When I try to print, I am getting a message that says something like ‘The file exists….’ And when I click OK the message comes out again for n number of times.

This happens because someone else on the server is printing simultaneously, you just need to keep on pressing OK and the document will print

Q6: I have tried logging off and logging back in. I also tried restarting my computer, but when I log in I still cannot see my printer in the Printers and Faxes.

Uninstall the printing client (Simplify or EOL) and then re-install the printing client.

Q7: My printer shows up in the Printers and Faxes, and the printer name is 12 characters or shorter. I cannot print in QB and Notepad.

Please try to print something locally. If you can print locally, then log off and re-install printing client (contact tech support to determine the correct printing client):

  • Log off properly (Start @ the top->Log Off) from Personable.
  • Make sure the printer is to be used is set to be the default printer locally and close all other programs that are running.
  • Login without a password (login failed)..
  • Scroll down and click at the ‘Special Printing Client’ link.
  • Click ‘Run’ or ‘Open’.
  • Login without a password (login failed)..
  • Scroll down and click at the ‘Special Printing Client’ link.
  • Click ‘Run’ or ‘Open’.
  • Click ‘Next’.
  • Uncheck the second box (Citrix), and keep clicking ‘Next’ to ‘Finish’.
  • Log back into the virtual desktop and try to print in QuickBooks. Instruction to install EOL Universal Printing Client:
  • Log off properly (Start @ the top->Log Off) from Personable.
  • Make sure the printer is to be used is set to be the default printer locally and close all other programs that are running.
  • Login without a password (login failed).
  • Scroll down and click at the ‘Universal Printing Client’ link
  • Click ‘Run’ or ‘Open’.
  • The installation should be very fast.

Q8: Will I be able to print with the Java Client, instead of the ActiveX Client?

Not at this time. A solution is underway. You can always print from your local machine if you save the files to your local C drive. The same is true for Macintosh users.

Q9: Will I be able to print with my printer hooked up to my USB port?

YES, as long as you’re able to print from your computer locally, it will appear on your virtual desktop.

Q10: Can I configure the printer through the virtual desktop?

NO, all printer configurations must be done on the local machine. We support the vast majority of currently available printing devices. This service is available as part of our effort to provide our customers with the very best Web Computing experience. To print documents that are generated while online, you must have a printer attached to your local computer. This printer must be installed normally and set as your default printer. While online, just use the print button provided by the application to print your documents locally. If you experience problems printing your documents, please email support at support@personable.com. and include these three items:

  • The Make and Model of your Print device
  • The complete Driver Name (Please note all punctuation and case sensitivity.) Example: “HP LaserJet 4000 Series PCL 5e”
  • Your login email address and a phone number where you may be reached.

Q11: I have a problem that is not listed here:

Give us a call at (714)430-6944 or email us at support@personable.com

Web Browser

Q1: Can I use Firefox or Google Chrome for virtual desktop login?

Yes, we can set up a Direct Login method for you. Please call Personable Tech Support.We currently provide web browser login only for Microsoft Internet Explorer. If you don’t wish to use Internet Explorer, please call Personable Tech Support to set up direct login method.

Q2: Can I use Web Browser on my virtual desktop?

No, we currently do not provide web browser virtual desktop at this time.

Troubleshoot

Q1: What does “server not found” mean when I try to log on?

There are two possible situations that we have identified:

  • You have lost the connection to the Internet, and simply need to reconnect; or
  • You may be attempting to log-in to the virtual desktop from behind a proxy server (which many businesses utilize for efficiency; check out these private proxies to learn more). We support connectivity through socks version 5 proxy. Please consult your IT department and verify that A) the client browser is configured with the identity of the proxy server, B) the proxy server is socks 5 compliant and has port 1080 enabled. Support through a firewall is attained if port 80 and port 23 are open on the firewall. Our service is configured to be accessed from behind most firewalls. If your proxy doesn’t meet these specs then take a look at this site which has the biggest proxy packages out there. It can help you get the specs you need to use our services.

Q2: Why can’t I drag and drop between my virtual desktop and my local desktop?

Drag and drop will not work between your desktop and virtual desktop, Transferring files from the local desktop to and from the virtual desktop must be done through “My Computer” on the virtual desktop. Open up the local drived mapped in your virtual desktop. Please be sure staying in root of C drive, because other location may be slow when you access from virtual desktop. If you have further difficulties, you may want to consider hiring an IT support company Hertfordshire to help.

Q3: Why do only certain sound files play?

DSupported sound files can be heard via the Java client or Macintosh. Supported sound files are .wav format, .mpg3 format, .aiff format (Mac standard) and .au format (Unix standard) on the virtual desktop and only if you have audio device (“Sound Blaster” compatible) on your local system.

Q4: What can I do if I’m having problem with printing PDF files?

Please print the document as image by placing a checkmark next to “Print as image”. Otherwise, please contact your IT Support Services representative for further assistance.

Q5: What’s the solution if when I double-click an application, I receive an error message saying that some files are misssing?

The application is looking for a recognizable drive. For example, some software such as Goldmine and Peachtree require that several files be copied into the user’s “P:\” drive or “Q:\” drive. In order for the software to work properly, the user must avoid having a duplicate physical (not network) drive letter on their local computer’s hard drive. We use drive letters H:\ I:\ J:\ O:\ P:\ and Q:\. The solution is to reassign the drive letter on the local machine to any letter that is not used by the virtual desktop. Please contact support at support@personable.com, if you need assistance with this solution.

Q6: After double clicking the “My Computer” Icon on my virtual Desktop I see red X’s on my virtual drives, both P: and Q:. Is this an error?

The Red X’s that are on the P: and Q: drives indicate that these drives are not directly connected to your local computer. These drives are mapped virtually and are completly accessable. We are looking into updating this icon in the future.

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