Accessing the EU-WEST-1 Gateway 3 Platform

Document Version Control

Table of Contents

1. Initial logon with HTML5

To access the Ascarii platform, use a web browser (Chrome or Edge recommended) and enter the URL: https://tsp-euw1-gw03.myc4p.com/ You will see the following logon screen:

You will have the option to choose either HTML5 or RemoteApp. In this instance, select HTML5. This will open your connection as a new tab in your browser. 

Enter your username and password. Usernames must be entered in the format: Forename.Surname (e.g., Sam.Test).

Typically, you will not need to change the server name in the drop down menu unless you have access to more than one server.

Check the HTML5 box. 

Click the ‘Log On’ button. You will see the following message displayed:

If you are enrolled with DUO Multi-Factor Authentication, you will be prompted to approve your DUO request at this point.

If you have not enrolled for DUO Multi-Factor Authentication or are a new user to the platform you may see the following screen: 

If you do see this message, please see section 5: ‘New User DUO MFA Mobile Set up.’

Once the connection is established, you will see a view similar to the one below, showing applications you have been granted access to. Some users may see different options depending on the level of access required (e.g., SAP Client, DTW Crystal Reports, etc). The default view is the ‘Floating Panel’.

You can use the arrow on the floating panel, to hide or reveal the icons. 

Clicking on the SAP Business One icon will open SAP in a new tab in your browser, allowing you to enter your SAP credentials and choose your company. 

Once you have an application open, it will be displayed in the bottom-right corner of your browser. You can use the floating panel to select another application, which will also appear in the bottom corner. This allows you to switch between applications without opening and closing them. 

2. Connecting via RemoteApp

Note: This option is only available for Windows users. 

Choosing to connect via RemoteApp opens your connection and applications in a window on your desktop.

Enter your username and password. Usernames must be entered in the format: Forename.Surname (e.g., user.name).

Check the RemoteApp box.  

If this is your first login, you will be required to download the plugin. This will download an installation file to your ‘Downloads’ folder. 

Navigate to your ‘Downloads’ folder and double-click the file to run the installation, as shown below: 

Once installed, when you attempt to log in, you may be prompted to ‘Open RemoteApp Client’: 

For users who have previously installed the plugin, when you log in, you will see the following message. Choose to Open it. 

The final step is to click ‘Connect’ to the RemoteApp, as shown below: 

Once connected, you will see the ‘RemoteApp’ icon  on your desktop’s taskbar. By clicking this icon, you can hide or unhide the floating panel menu. Some users may have different options depending on their access level (e.g. SAP Client, DTW, Crystal Reports, published Apps etc). 

Once an application is open, it will appear on your taskbar. You can use the floating panel to select another application, which will also display in your taskbar. This allows you to switch between applications without opening and closing them. Below is an example showing the floating panel to the left and open applications on the desktop.

Printing Note:

In order to improve printer performance using the RemoteApp, please download the virtual printer client from the link below and install on your local machine, depending on your local or company policy you may need to seek assistance from your company IT support partner:

https://tsp-euw1-gw03.myc4p.com/~~SU146-PS04/addons/Setup-VirtualPrinter-Client.exe

3. Users with App server access (HTML5):

IMPORTANT App servers can only be accessed using HTML5.

If you have additional access to an App Server, as part of your permission set, you will be able to adjust the server drop-down menu to choose the appropriate server when logging in.

When using the HTML5 logon method, additional useful functionalities will appear across the top of your screen once connected to the server.

Note the drop-down arrow below in the centre: 

Clicking this arrow will expand the menu, presenting the following functionalities: Print, From PC to server, Clipboard, From Server to PC and File Manager. 

• Print.
• From PC to server = Allows file transfer from the local user workstation to the Remote server.
• Clipboard.
• From Server to PC = Allows file transfer from the remote server to the local desktop. 
• File Manager.

4. Changing your password – non DUO users

IMPORTANT - In the case of a forgotten password, it can only be reset via Ascarii. Please raise a support ticket in this instance.  

In line with company policy and security best practice, passwords will expire every 90 days. 

Seven days prior to your password’s expiration, you will be notified upon logging in, providing the opportunity to reset your own password during that period. 

You can also reset your password at any time by clicking the ‘Reset your Windows password’ button in the top-right corner of the login page. This option is always available.

To reset your password, you will need to enter your username, your old password (or the temporary password provided if you are a new user) and your new password, then confirm it. You must press the ‘Validate’ button to complete the reset.

When your password has been successfully reset, you will see the following message:

You can then log in successfully with your new password.

5. New user DUO MFA mobile set up

For a new user that has been created with DUO MFA enabled; to set up your device navigate to the URL:  https://eu-west-1.login.duosecurity.com/devices

Enter your platform email address and password. This is not your regular company email address, typically it will be firstname.surname@myc4p.com e.g. sam.test@myc4p.com

 The welcome will be displayed. Choose to ‘Get started and then choose ‘Duo Mobile’

You can enter a phone number, although this is not essential. You can proceed to click the ‘I have a tablet’ option highlighted below. This allows set up by scanning a QR code. 

The next screen will prompt you to download the DUO Mobile app on your mobile, from the App Store (for Apple devices) or Google Play store (for Android devices). Once downloaded, or if you have previously downloaded, click Next. 

On your mobile device, open the DUO Mobile app and click the ‘Add +’ button to add an account. Choose to use QR code and scan the QR code which will be displayed on your computer screen.

Once successfully added, continue through the end of the setup. 

There will be an option displayed to add more devices. Usually this is not required, so continue by clicking the option below. 

The setup will then be complete. Log in with DUO will send a DUO Push to your mobile phone. 

Finally, navigate to https://tsp-euw1-gw03.myc4p.com/ to log in to the platform, with your MFA now activated. 

6. Resetting passwords for users with DUO

Navigate to the URL:  https://eu-west-1.login.duosecurity.com/devices 

Enter your username (username must have @myc4p.com on the end) and click next.

Then choose the ‘Need help?’ button, followed by the ‘Reset my password’ button.

You will be prompted to verify your account by entering current password.

If you have already previously enrolled your device with DUO, you will be sent a push notification to approve on your device. Once verified, you can then create a new password. 

Enter your current ‘old’ password, followed by a new password, and confirmation of the new password. Then click ‘Submit’.

Your password will then be successfully changed. 

If you have not already enrolled your mobile device, you will need to follow the previous steps for New user DUO MFA Mobile set up. 

7. FAQ’s and Troubleshooting

Why can I not see the drives on my laptop in SAP?

Please ensure you have connected using the Remote App option. Redirected drives are not available in the HTML5 option.

Do I have to set my applications up again?

No you will be connecting to the same server using the same credentials so the server will provide your applications just like it did before.

In HTML5 mode when I choose universal printer nothing happens?

Please check that you do not have a pop-up blocker in use as this will stop the document opening.

In remote app mode when I choose universal printer nothing happens?

Please ensure you have the correct default printer selected in your laptops control panel. Windows 11 users may need to disable “let windows choose my default printer”.

Do I need to change my password?

No you will use the same credentials to authenticate.

Do I need to redo DUO?

No DUO will stay the same.

Browsing to your local laptop drive

You can only access and save to your laptop local drive and folders using RemoteApp. Within SAP, manually browse to the location \\tsclient\C and pin this to quick access.  

A suggestion could be to create a folder on your local desktop called “SAP Documents”, browse to the location \\tsclient\C\Users\<YOURUSERNAME>\Desktop\SAP Documents and pin the SAP Documents to your quick access.

Exporting a file from SAP

You can export any file from SAP to your own laptop when running as Remote Desktop, you can then open Excel from your laptop and open the file.

TSplus printing troubleshooting

Printing through TSplus is a little different to an RDS environment. The below explains the differences per connection method:

HTML5:

Printing using the HTML5 option is the simplest users must choose the universal printer and click print. The document is processed in the following way.

• A PDF file is generated from the content of the document.
• This document is sent to the user and opens automatically as a new tab in the user’s browser.
• The user can then print it like any file they open on the internet.
• The user can then use their local custom printing settings or specify them.

Remote App:

The remote app functions much like RDS however printers are not redirected by default. The customer has multiple options available. The options are: 

Virtual printer

The virtual printer uses a client server model. The server sits on the server the user is connecting to and listens for a list of local printers sent to it via the client. The client sits on the user’s device and interrogates the local printers. When the user logins in then can open the virtual printer server tool and choose their desired printer. This can be problematic as for some reason the client may not detect the printers locally each time.

Universal printer

If the user chooses the universal printer when using the remote app it functions much the same as it does using HTML5, However there is no browser in play so it automatically prints to the default local printer. If this does not work, please download the following addon and log off and back on: https://tsp-euw1-gw03.myc4p.com/~~SU146-PS04/addons/Setup-VirtualPrinter-Client.exe

Redirected printers

If the connection client has been installed on the local laptop the local printers will show like they do in an RDS environment and allow the users to print to the specified printer using its default settings. Print settings can be modified but settings changes may not hold between sessions.