There are several troubleshooting steps to take if you cannot log in to the RCE desktop:
- Verify that your credentials are correct by logging into the HMDC Account Self Service page. If you cannot log in, then the problem lies with your RCE credentials, and you will not be able to progress any further. Please reset your password by visiting the Account Self Service page and clicking the "Forgot your password?" link, then try again. If, after resetting your password, you are still unable to log into the Account Self Service page, please stop troubleshooting and contact us.
- Verify that you are logging into the correct RCE host. Once you have logged into the Account Self Service page, make sure that you see a column labeled "HMDC RCE (Server) Account Information". Check the "Account Access" section to find out the name of the RCE host to which you have access. If you cannot determine the name of the RCE host to which you have access, check the email you received when your RCE account was originally created. If you cannot find that email, please stop troubleshooting and contact us.
- Verify that you can connect to the RCE via SSH. See Secure Shell under Accessing the RCE for instructions. If you cannot connect to the RCE via SSH, then you will be unable to establish a NX connection. Please stop troubleshooting and contact us. In your response, please include the name of the RCE host to which you tried to connect, the username that you used (but not the password!), and your IP address (visit http://www.whatismyip.com for this ); also, please include the full text of any error messages you saw.
- Verify that you have not exceeded your home directory's quota. Once you have connected to the RCE via SSH, please check your disk quota usage. Instructions for doing so are here: "How do I check RCE disk quota?". If you have exceeded your home directory's disk quota, you will need to resolve this issue before you'll be able to continue. Your options are as follows:
- Make sure that your Trash is empty. When connecting via SSH, you can use the 'emptytrash' command to empty your Trash. You should not see any output from this command; if you do, please stop troubleshooting and contact us.
- Move large files to a project share or delete them. If you have access to one or more project shares, they will appear in the output of the 'quotareport' command. The "How do I check my RCE disk quota?" page contains some examples of using the command line to identify large files and move them to a project share; if you'd like assistance with this task, please let us know. You can move and delete files using the command-line tools, or you can connect to the RCE via SFTP to organize your files graphically. After you have moved or deleted large files, run the 'quotareport' command again to recheck your disk usage. Once you have resolved any quota issues affecting your home directory, you'll still need to terminate any existing NX session and reestablish it; please see the next troubleshooting step for further instructions. If you cannot resolve your quota issues, please stop troubleshooting and contact us.
- Verify that you can establish a brand new NX session. Once you have connected to the RCE via SSH, please terminate any existing NX sessions. Instructions for doing so are here: "How do I terminate my NX session?" . If you have multiple NX sessions, you'll need to terminate all of them before starting a new one. Keep running the 'nxcleanup' command until it tells you that you have no NX sessions, then establish a new session. If you are unable to establish a new NX session after successfully completing all of these troubleshooting steps, please contact us.
- verify that you're nx4 client is using the NX protocol. Open the nxclient, highlight your connection, and instead of selecting "Connect", instead click "Edit" and verify the following: For the Protocol, it should be NX using port 4000