ra asp remote application manual 20131122 -...

ASP - Remote Application Manual for IT/MIS Managers

Security Status: Confidential Modified: 2013-11-22

ASP Remote Application Manual Author: Markus Pusswald

www.reservationassistant.com RA ASP Remote Application Manual_20131122 / 23

Table of Content 1 Requirements ............................................................................................................................................. 4

1.1 Client Hardware ................................................................................................................................. 4 Minimum Requirements ................................................................................................................. 4 Recommended Configuration ........................................................................................................ 4

1.2 Client Software Requirements ........................................................................................................... 4 2 Installation .................................................................................................................................................. 5

2.1 RDC Icons Deployment ..................................................................................................................... 5 2.2 RemoteApp Deployment in Windows 7 ............................................................................................. 5 2.3 iPad .................................................................................................................................................... 6

RA ASP iPad Activation ................................................................................................................. 6 Download and activate Gateway Extension .................................................................................. 6 Configure Microsoft Remote Desktop for iOS ............................................................................... 6 Navigating the Remote Desktop Session ...................................................................................... 7

3 Reservation Assistant ............................................................................................................................... 10 3.1 Log On via RDC Icons ..................................................................................................................... 10 3.2 Log On via Internet Explorer ............................................................................................................ 11

First Login with Internet Explorer 6 .............................................................................................. 12 First Login Internet Explorer 7 and Internet Explorer 8 ............................................................... 13 First Login Internet Explorer 10 ................................................................................................... 13 First Login Internet Explorer 11 ................................................................................................... 13

3.3 Log Off ............................................................................................................................................. 14 3.4 Printing ............................................................................................................................................. 14

ThinPrint settings ......................................................................................................................... 15 4 User Management .................................................................................................................................... 16

4.1 New User ......................................................................................................................................... 16 4.2 Adjust User ...................................................................................................................................... 16 4.3 Delete User ...................................................................................................................................... 16 4.4 User Policies .................................................................................................................................... 16

General ........................................................................................................................................ 16 Policies ......................................................................................................................................... 16

4.5 Passwords ....................................................................................................................................... 16 Password requirements ............................................................................................................... 16 Change your Password ............................................................................................................... 16 Reset Expired Password ............................................................................................................. 16 Forgotten Password ..................................................................................................................... 16

5 Infrastructure ............................................................................................................................................ 17 5.1 Networking Overview ....................................................................................................................... 17 5.2 Backup Overview ............................................................................................................................. 18

6 Troubleshooting ........................................................................................................................................ 19 6.1 RA ASP & Timeouts ........................................................................................................................ 19

Time out - Reservation Assistant ................................................................................................. 19 Interruption of network connection - auto recovery ..................................................................... 19 Interruption of network connection – no auto recovery ............................................................... 19 Time out – Remote Desktop Session – confirmation of message box ........................................ 19 Time out – Remote Desktop Session – no confirmation of message box ................................... 19

6.2 Frozen or hanging Reservation Assistant sessions ........................................................................ 20 6.3 Other user credentials are saved for ASP login .............................................................................. 20 6.4 User has no RA module Icons after ASP web login ........................................................................ 20 6.5 Low Performance or could not start RA module .............................................................................. 20 6.6 Update RDP Client from 6.1 to 7.0 on Windows XP Prof. SP3 ....................................................... 21




6.7 Downgrade RDP Client from 7.0 to 6.1 on Windows XP Prof. SP3 ................................................ 21 6.8 Certificate Warning via RDP Icons .................................................................................................. 22

7 TAC Support Contact ............................................................................................................................... 23 8 TAC ASP Escalation................................................................................................................................. 23




1 Requirements This chapter describes the client hardware, client software and internet connection requirements

1.1 Client Hardware

Minimum Requirements CPU Intel® Pentium® 4 1.8 GHz 512 MB RAM 200 MB free hard disk space XGA or higher resolution (1024*768, 16 Bit colors) Standard Display: LCD 17 inch or larger Network interface card 10/100 Mbps Mouse or other pointing devices

Recommended Configuration CPU Intel® Pentium® 4 2,8 GHz, (Hyper Threading or Dual Core Technologies recommended) 1GB RAM or more Wide Screen LCD, Resolution set to native, e.g. 1440x1050 or 1680x1050 pixels allows

simultaneous display of more resources/departments) POS workstation: Small form factor PCs instead for concealed wiring and ergonomics. Laptops not

recommended at POS For inquiries contact your TAC account or project manager.

1.2 Client Software Requirements Windows XP Pro SP3 (Current state of Windows Updates), Windows Vista Business, Windows 7 RDC 6.1 (Remote Desktop Connection Protocol) for Windows XP and Vista; apply all “High Priority”

Windows Updates RDC 7.0 with Windows 7, apply all “Important” and “Recommended” Windows Updates

.NET Framework 3.5 SP1 or higher (is part Windows Updates), latest version is recommended!

Internet Explorer 6 or higher Internet access to https://asp.tac.eu.com current driver software for Windows printers ThinPrint (see Chapter 3.4 printing for more information)




2 Installation

2.1 RDC Icons Deployment You should have received an email from a TAC project manager with an attached file called "TAC ASP RA Icons.zip". If not, ask your Project manager or visit our ASP website https://asp.tac.eu.com, login with an authorized user account and download the latest version of the “Hotel Icons”.

Contained files:

Admin Module.rdp Admin Module Training.rdp Reservation Module.rdp Reservation Module Training.rdp

Extract the zip file and deploy those RDP files to all client computers.

2.2 RemoteApp Deployment in Windows 7 Open "Control Panel" on the client and search for "RemoteApp and Desktop Connections". Select "Set up a new connection with RemoteApp and Desktop Connection". In the "Connection URL" parameter enter the following link: https://asp.tac.eu.com/RDWeb/Feed/webfeed.aspx and click "Next". Please click again on the "Next" button and enter your ASP user credentials into the login form.

To start using this connection, click Start, click All Programs, and then click RemoteApp and Desktop Connections.




2.3 iPad

RA ASP iPad Activation Please ask our Support Team (See chapter Support Contact) for more information about iPad activation and its pricing.

Download and activate Gateway Extension Download the free “Microsoft Remote Desktop” application from the App Store: https://itunes.apple.com/us/app/microsoft-remote-desktop/id714464092

Configure Microsoft Remote Desktop for iOS Please make sure you have your RD Client application updated to the latest version.

Start the RD Client App and choose “Remote Resources”

Remote Resources Settings URL: http://asp.tac.eu.com/rdweb/feed/webfeed.aspx Credentials: Add your ASP User Credentials Username: asp\username Password: yourpassword Please proceed with Save and push “Done” to close the “Extension Menu.

If the configuration is right, your RA Icons will appear after a short time.




Navigating the Remote Desktop Session Once you start a remote desktop connection there are tools available that you can use to navigate the session. Start a Remote Desktop Connection

1. Tap the remote desktop connection, to start the remote desktop session.

2. If you are asked to verify the certificate for the remote PC, tap Connect once, or Connect always if you trust this remote PC.

Connection Bar

Pan Control: The pan control enables the screen to be enlarged and moved around.

Note

The pan control is available using direct touch only.

o Enable / Disable the pan control: Tap the pan icon in the connection bar to display the pan control and zoom the screen. Tap the pan icon in the connection bar again to hide the control and return the screen to its original resolution.

o Use the pan control: Tap and hold the pan control and then drag in the direction you want to move the screen.

o Move the pan control: Double tap and hold the pan control to move the control on the screen.

Connection name / Application name: The current connection name is displayed. Tap the connection name to display the utility bar.

Keyboard: The keyboard can be displayed, or hidden by tapping the keyboard icon. The pan control is displayed automatically when the keyboard is displayed.

Move the connection bar: Tap and hold the connection bar, and then drag and drop to a new location at the top of the screen.

Utility Bar

Tap the connection bar to display the utility bar at the top of the screen. The utility bar enables switching between mouse modes, and disconnects the session. There are additional buttons for switching between active applications or starting a new application when connected to remote resources.

Mouse Modes

The mouse modes available are defined in the table. Mouse mode Mouse operation Gesture

Direct Touch Move pointer Your finger is the pointer

Direct Touch Left click 1 finger tap

Direct Touch Left click and Drag 1 finger tap and drag




Direct Touch Right click 1 finger tap and hold

Direct Touch Right click and Drag 1 finger tap and hold, then drag

Direct Touch Zoom Use two fingers and pinch to zoom in or move fingers away from each other to zoom out

Mouse Pointer Move pointer 1 finger tap and drag

Mouse Pointer Left click 1 finger tap

Mouse Pointer Left click and drag 1 finger double tap and hold, then drag

Mouse Pointer Right click 2 finger tap

Mouse Pointer Right click and drag 2 finger double tap and hold, then drag

Mouse Pointer Mouse wheel 2 finger tap and hold, then drag up/down

On-screen Keyboards

On the iPad you can use the buttons on the edges of the bar above the keyboard to switch between the standard and additional keyboard. On the iPhone and iPod touch devices you can switch between four different keyboard types depending on the keys that are needed.

Letter keyboard

Numeric keypad

Special keys

Function keys

Bluetooth Keyboard

If Bluetooth is enabled, a Bluetooth keyboard should be automatically detected. Due to limitations on the iOS special keys such as Ctrl, Option, and Function will not work as expected. The following keys currently work:

Alphanumeric keys

Cursor keys

Tab: Tab works, but Shift+Tab does not work

Home / Pos1: Alt+Left = Home

End: Alt+Right = End

Page Up: Alt+Up = Page Up

Page Down: Alt+Down = Page Down

Select All: Command+A = Ctrl+A (Select all in most programs)

Cut: Command+X = Ctrl+X (Cut in most programs)




Copy: Command+C = Ctrl+C (Copy in most programs)

Paste: Command+V = Ctrl+V (Paste in most programs)

Symbols: Alt+Alphanumeric keys will produce different symbols depending on the language configured




3 Reservation Assistant

3.1 Log On via RDC Icons Double click on a Reservation Assistant Module to start with the corresponding module. Before you click on "Connect" please use the "Details" button to show the resource mapping.

Select your local resources...

and click on "Connect" to establish the application connection. And now the selected Reservation Assistant module will be opened. If not please check chapter 6.




3.2 Log On via Internet Explorer Go to https://asp.tac.eu.com and enter your credentials ("asp\<username>") into the form. If this is your first login with Internet Explorer please follow up with "3.2.1 First Login with Internet Explorer 6”, "3.2.2 First Login with Internet Explorer 7 or Internet Explorer 8" or "3.2.3 First Login with Internet Explorer 10". Click on a Reservation Assistant Module to start with the corresponding module.

Before you click on "Connect" please use the "Details" button to show the resource mapping.

Select all local resources...

Then check “Don’t ask me again for remote connections from this publisher” and finally click on "Connect" to establish the application connection. Now the selected Reservation Assistant module (“Reservation” or “Administration”) will open. If not please check chapter 6.




First Login with Internet Explorer 6 On your first login you have to activate an add-on. Just use the link "To enable the add-on click here" or double click on the icon.

Choose the "Microsoft Terminal Service Client Control"

and change the value to "Enable".

Now you could continue at "3.2 Logon via Internet Explorer"




First Login Internet Explorer 7 and Internet Explorer 8 On your first login you have to activate an add-on. Just “click” with the left or right mouse button on the following information and choose “Install the ActiveX Control”.

Confirm the next question with "Run".

Now you could continue at "3.2 Logon via Internet Explorer".

First Login Internet Explorer 10 There are two versions of Internet Explorer 10 (Metro App and Desktop). Please make sure to only use the Desktop Version, because Internet Explorer 10 Metro does not support Active X. You may encounter representation errors with IE 10 Desktop. If so, please use the compatibility mode for asp.tac.eu.com. Now you could continue at "3.2 Logon via Internet Explorer".

First Login Internet Explorer 11 There are two versions of Internet Explorer 11 (Metro App and Desktop). Please make sure to only use the Desktop Version, because Internet Explorer 11 Metro does not support Active X. If Internet Explorer asks you to allow “Remote Desktop” add-on, please do so:

You may encounter representation errors with IE 11 Desktop. If so, please use the compatibility mode for asp.tac.eu.com.




Add this website: http://asp.tac.eu.com

Now you could continue at "3.2 Logon via Internet Explorer".

3.3 Log Off Click on an open Reservation Assistant Module to activate it. Press "Ctrl + Alt + End" to get the Log off screen and click on "Log off" to close the session.

3.4 Printing Please visit the ASP website https://asp.tac.eu.com and login with an authorized user account. You also need to know if the client’s operating system is 32bit or 64bit (Hit []+[Pause] on your keyboard for operating system information or go to “Start” -> “Control Panel” -> “System”). Please select the correct package Windows RDP (32bit) or Windows x64 RDP (64bit).

Start the installation file (i.e. TPRDP_x64_enu.msi) by double-clicking. The Installation progress is very simple, so the only things you have to do is clicking next and accept the license agreement. If the installation process has finished successfully you can continue configuring it by using the following instructions. Otherwise please check if you’ve downloaded the right Installation Package for your client or contact our support team.




ThinPrint settings Now we need the to configure ThinPrint, therefore please have a look at your task bar as shown below, after connecting with your RA icons or via RA website. By double-clicking on „print Client VC“ and selecting “Configure” you start the ThinPrint Configuration Utility.

In the first tab “setup” you can select wich printer should be the standard printer on the remote machine. Either you can select your system’s default printer or you can select the printer of your choice.

In the second tab „Assignment“ you can select wich printers are selectable in Reservation Assistant.




4 User Management

4.1 New User If you need new Reservation Assistant users, please fill out the user request "Exhibit F – RA Fair Use Policy – User List.doc" document and send it via email to TAC support team (See chapter Support Contact). Keep in mind that only RA department managers are authorized to send user requests.

4.2 Adjust User If you have to adjust Reservation Assistant users, please fill out the user request "Exhibit F – RA Fair Use Policy – User List.doc" document and send it via email to TAC support team (See chapter Support Contact). Keep in mind that only RA department managers are authorized to send user requests.

4.3 Delete User If you have to delete Reservation Assistant users, please fill out the user requests "Exhibit F – RA Fair Use Policy – User List.doc" document and send it via email to TAC support team (See chapter Support Contact). Keep in mind that only RA department managers are authorized to send user requests.

4.4 User Policies

General Every individual user of the system must use a personal user account and authorization credentials to authenticate at the TAC ASP solution.

Policies Delete inactive user accounts at least every 90 days. (See 4.3 Delete User) Change user passwords at least every 90 days. (See 4.5.2 Change your Password) It is not allowed to share accounts with other users

4.5 Passwords

Password requirements The last 4 passwords and also the user's account name or parts of the user's full name that exceed two consecutive characters are not allowed for new passwords. It has to be at least seven characters in length containing uppercase (A through Z) and lowercase characters (a through z) and base 10 digits (0 through 9).

Change your Password Links: https://asp.tac.eu.com/pw/change.asp or https://asp.tac.eu.com Keep the password requirements in mind. (See 4.5.1 Password requirements)

Reset Expired Password If you have forgotten to change your password during the 90 days just change your password and your account will work again. (See 4.5.2 Change your Password)

Forgotten Password Send an adjust user request to TAC support team. Type into the comment field "Password reset". TAC support team will set a new individual password and inform you about that. (See 4.2 Adjust User)




5 Infrastructure

5.1 Networking Overview

TAC DatacenterCustomer Network

RA Database Server

Opera Network

Opera Database Server

Hotel Network 1 - 90

iScala file via SFTP

Protobase

Shift4

3C

etc.

HTNG 81HTNG 32000OXI 5050FIAS 5001

RA

DB

2

638,

RA

Tra

inin

g D

B

491

52

RA

Ser

ver

410

99

SSL 40001

17476

4076

10000

Internet

SS

L

443

3rd party interfaces

Opera Interface Server

21

Customers via Web Browser

RD

C -

> 33

89

SSL <- 443

Web/RDC GWServer

VPN tunnel

Oracle Network

ORACLE 22

Oracle Interface Server

VPN tunnel

VPN tunnel 1-90

Terminal 1-n

RA Terminal Server

RA Application & InterfaceServer




5.2 Backup Overview

RA database and RA file system

TAC datacenter backup server

(manager )

in separate folders(03_00,06_00…,21_00)

3 Hours Backup Daily Backups

TAC Schildbach backup server(backup01srv)

Full Backup DB Server and RA databases

TAC datacenter backup server

(manager )

in separate folders (mo, di,…,so) at 24:00

in separate folders (mo, di,…,sa) at 05:00

RA database and RA file system

(manager , 03_00 folder )




6 Troubleshooting

6.1 RA ASP & Timeouts

Time out - Reservation Assistant Problem: Reservation Assistant closes the session because of the defined time out at the system setting G_GEN_TIMEOUT. Solution: You have to restore the remote session to Reservation Assistant.

Interruption of network connection - auto recovery Problem: You lost the network connection for a short time but it recovers automatically. Solution: Also the connection to Reservation Assistant re-establishes automatically.

Interruption of network connection – no auto recovery Problem: You lost the network connection but an auto recovery was not possible. Solution: As far as the network connection is working again you are able to establish a new remote session to Reservation Assistant.

Time out – Remote Desktop Session – confirmation of message box Problem: You exceeded the maximum idle time of the remote desktop session and confirm the message box to continue to work. Solution: The session will not close and you have the possibility to go on with your work.

Time out – Remote Desktop Session – no confirmation of message box Problem: You exceeded the maximum idle time of the remote desktop session but you don`t confirm the message box to continue to work. So the remote desktop session closes. Solution: You have to establish a new session to Reservation Assistant.




6.2 Frozen or hanging Reservation Assistant sessions Problem: You don't have the possibility to close the Reservation Assistant module or to use other program functions. Solution: In that case call TAC support team or wait 15 minutes. RA server resets the session after that time.

6.3 Other user credentials are saved for ASP login Problem: Another user saved his RA ASP credentials on the remote connection. Solution: Press "Windows Key + R" and type "mstsc" into the "Run" window. Now you should get the Remote Desktop Connection, please click on "Options".

Use the drop-down menu "Computer:" to select the ASP Solution "tsf.tac.eu.com".

After the selection you should see the following text under the "User name:" field. Click on "delete" to remove the saved credentials.

6.4 User has no RA module Icons after ASP web login Problem: No RA module icons are available after login into the RA ASP Website (asp.tac.eu.com). Solution: The TAC ASP Solution works only with Internet Explorer. If you are using Internet Explorer but still don’t see the icons please contact TAC Support (See chapter Support Contact).

6.5 Low Performance or could not start RA module Problem: RA Modules, Printing or File Download is slow or RA Modules could not start… Solution: Start Internet Explorer and visit the TAC RA Speed Test website http://speed.tac.eu.com. If the TAC RA Speed Test website isn’t reachable please contact your local IT Manager. Please compare the minimum connectivity requirements with the TAC RA Speed Test results. Requirements Download Speed Min. 1024 kbit/s Upload Speed Min. 256 kbit/s Latency (Ping) Max. 500 ms




6.6 Update RDP Client from 6.1 to 7.0 on Windows XP Prof. SP3 Problem: Disconnects and different RDP Client error messages. Solution: Do not install this Version if RDC Client 6.1 is working! The RDC 7.0 Client is not supported by Microsoft. Download and install RDP Client 7.0 (http://support.microsoft.com/kb/969084)

Download and install CredSSP Fix it” (http://support.microsoft.com/kb/951608)

6.7 Downgrade RDP Client from 7.0 to 6.1 on Windows XP Prof. SP3 Problem: Different connection error messages about Connection Gateway. The user needs to enter the credentials twice at login. Solution A: Download and install CredSSP Fix it” (http://support.microsoft.com/kb/951608)

Solution B: Downgrade to RDP Client 6.1 Open Command Prompt and execute „C:\WINDOWS\$NtUninstallKB969084$\spuninst\spuninst.exe”




6.8 Certificate Warning via RDP Icons Problem:

Solution: Visit our ASP website https://asp.tac.eu.com, login with an authorized user account and download the latest version of the “Hotel Icons”.




7 TAC Support Contact Support Mail Address: [email protected] or [email protected] Support Call Center Americas: +1 847 869 3150 ext.23 Support Call Center Europe/International: +43 3332 6005 900 Reminder: The RA ASP solution requires uninterrupted Internet access from the hotel network. Always inform your local IT/MIS support in case you experience technical difficulties (e.g. login issues, printing, interruption of network connection.

8 TAC ASP Escalation TAC Action and Response Times

Type Problem Description Classification Acknowledgment Resolution Time

Fatal

TAC Services or Customer Data are not Available, or the problem causes TAC Services or Customer Data to crash or lock up, or destroys data.

0 1 Hour Continuous effort, final fix must be delivered within 1 day.

Major A major function of the TAC Services is unusable, and no easy work around is available.

1 4 Hours

Continuous effort, work around must be delivered within 2 days. Final fix must be delivered within 10 days

Minor

A major function of the TAC Services is unusable, but an easy work around is available, or a minor function of the TAC Services is unusable with or without a workaround.

2 1 day Final fix must be delivered within 15 days

Nuisance

There is a nonconformity in a function of the TAC Services that is a nuisance but does not limit the functionality of the TAC Services.

3 3 days Next scheduled release

Doc Documentation or change request.

4 3 days Next scheduled release

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