TROUBLESHOOTING TIPS (iDCRI)

Review the following recommendations before contacting the DCRI Service Desk for assistance.

I am having trouble: Recommendations:
Logging on to the system Passwords are case sensitive.
Attempting to connect your computer to a home wireless network
Microsoft provides limited guidance at:
    windows.microsoft.com/en-us/windows/setting-wireless-network
Otherwise, contact: (1) customer support representatives for the computer or network hardware vendor; or (2) an independent computer support specialist.
Avoiding being dropped every fifteen minutes If your connection has been idle for fifteen minutes, the system sends you warning messages, and then ends your session. Working inside a document, spreadsheet, or similar file does not interact with the server (where "idleness" is detected) until you do a save, save as, delete, search, open, close, or other file-level command. Thus, to keep your connection active, get in the habit of saving your work every few minutes.
Starting applications
  • If applications do not open in Internet Explorer and you view a icon at the right-hand end of the Address bar, then click the icon and, in the popup menu, select Always allow plug-ins on idcri.dcri.duke.edu.
  • If applications do not open in Firefox, ensure the Citrix plugin is set to Always activate.
Accessing iDCRI or staying connected or experiencing poor performance
  • Go to any other website and see how operating performance is at that location. If the performance improves, there may be intermittent technical issues with the iDCRI application or server. Try again at a later time.
  • if you are also having problems with iDCRI, reboot the cable modem/router for your home network. If the problem persists, there may be issues in the state of the Internet between your remote computer and the DCRI. Either try again later or contact your Internet Service Provider.
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DCRIconnect User Guide Last updated: March 10, 2016
Provided by Information Technology Training and Documentation at Duke Clinical Research Institute. All rights reserved.