1. Q1: I tried to launch the vSCC using a Windows 8.1/10 PC. After logging in to the web site and clicking a vSCC icon, it prompted a “Licensing” error Window. What can I do?
    A1: This problem might happen if the license for connecting to vSCC is corrupted. You can fix it by following the one-time procedure below:

      1. Reboot and login your PC.
      2. Right click the Windows icon at the lower left hand corner, then choose “Command Prompt (Admin)”. An “Administrator: Command Prompt” Window will open.
      3. Enter “powershell
      4. Enter the command: remove-item -path hklm:\software\microsoft\mslicensing -force -recurse ; & 'C:\Program Files\Internet Explorer\iexplore.exe'
      5. An Internet Explorer (IE) Window will open.
      6. Enter the vSCC URL: https://vdesk.polyu.edu.hk/access
      7. Login with your NetID and click one of the vSCC icons.

    Q2: Who are the eligible users of the PolyU vSCC service?
    A2: PolyU vSCC service is available to all PolyU current students and staff, PolyU visitors and CPCE staff.

    Q3: When I tried to access the vSCC service using the Microsoft Remote Desktop App in Windows 10, I encountered quite a lot of problems. [last updated on 28 Nov 2016]
    A3: Microsoft upgraded the Remote Desktop App in June 2016. This latest version 893 has the following limitation:
         - Drive redirection is not supported
         - Printer redirection is not supported
         - Microphone redirection is not supported
         - Multiple monitor is not supported
         - The NUM lock is always ‘Off’ during initial connection regardless of the actual keyboard status
    The workaround is to use Internet Explorer or Remote Desktop Connection to connect to the vSCC service. For the detailed setup procedures, please refer to Section 2 and 3 of the vSCC Setup Guide. If your problem is not listed above, please contact us at 2766 5900 for further assistance.

    Q4: Where can I store my working files in vSCC ? My files on the Desktop are gone after log off. Why? [last updated on 12 Jan 2017]
    A4: The vSCC provides a virtual desktop and application environment to users. Same as the SCC, the data in this environment will be flushed away after user log off.  Users should therefore avoid storing any important files in their user profile (including the Desktop and Downloads folder). Instead, you may store your data in the followings:

      1. Documents folder (which is re-directed to your PolyU Home Drive - P:\Documents)
      2. PolyU Home Drive - P:
      3. Microsoft OneDrive - O:
      4. Any departmental storage, such as Q:
      5. Any other storage either in the public cloud (Dropbox, Google Drive …) or attached to your end point device (USB drive)

    Q5: When I try to start a vApp / vDesk using my mobile device client, the message “Unexpected Error” or “Couldn’t Connect” pops up. What should I do?
    A5: To improve user experience and application function, ITS will carry out applications and OS update for vSCC from time to time. Users may encounter the above problem when accessing the service with a mobile device client (e.g. Android Remote Desktop Client or iOS Remote Desktop Client) after an update has been done. Simply click the “Refresh button” in the main menu to launch the service.

    Q6: When I try to login to vSCC, a window “Login to OneDrive” prompts me for my password. What is that?
    A6: If you are logging in to vSCC for the first time, you will be prompted for your Office365 password and you need to enter it once. This is a utility that will map your OneDrive to the O: drive in the vApp and vDesk. On subsequent logins, the program will start and run automatically and no password is required.

    Q7: I can’t find OneDrive (O:) after logging in to vSCC. Why?
    A7: OneDrive (O:) will be mapped by a utility during your login and it will take around 10 seconds. Try to refresh the drive list by pressing F5 to check if the mapping is done.

    Q8: Can I login to vSCC in a dual screen computer system?
    A8: Yes, you can. Try to power up your dual screen and adjust the resolution of each screen to 2560x1440 or below before logging in to vSCC.

    Q9: When I use a MAC/iOS device to connect to vSCC, a blank screen occurs sometimes. Why?
    A9: Connection to vSCC will be interrupted when the network connection is not stable. If you are using MAC/iOS device to connect to vSCC, a blank screen will be shown if network connection is timed out. The screen will resume normal when the network is re-connected. However, the blank screen can last up to 1 minute.

    Q10: Why does it take so long to do a copy and paste between Microsoft Word and Microsoft Excel?
    A10: This is a known issue associated with Excel. We are working with Microsoft for the solution.

    Q11: The system prompts me “Disk Quota Full”? What should I do?
    A11: To maintain system stability, a temporary disk of 200MB quota is set up for each user. This warning can be resolved by logging out from vSCC and then login again. To avoid this warning, store your files in PolyU Home Drive (P:) or OneDrive (O:).

    Q12: I can’t browse some websites using the Microsoft EDGE browser. Why?
    A12: EDGE is a new browser that comes with Windows 10. Some websites are not well customized for EDGE and may therefore show a different layout or even a blank screen. Try to use Chrome, Firefox or Internet Explorer as the workaround.

    Q13: I try to drag and drop files from my MAC/iOS device into vApp/vDesk but it is not responding. Why?
    A13: Drag and drop of files from MAC/iOS device is not supported currently. Try to store the files in PolyU Home Drive (P:) or OneDrive (O:), and access those files through vApp/vDesk.

    Q14: Is there any time limit for using vApp/vDesk?
    A14: Yes, the maximum connection time for each login is 6 hours. A warning window will pop-up 2 minutes before the system terminates the user session.

    Q15: My vApp/vDesk session is locked. Why and what should I do?
    A15: To protect your session, vApp/vDesk will be locked after 30mins of idling. To unlock it, simply enter your NetPassword again.

    Q16: What will happen if I open vApp/vDesk without using it?
    A16: If no keyboard/mouse action is received from user for 2 hours, the system will terminate the user session. A warning window will pop-up 2 minutes before the system terminates the user session.

    Q17: What is “re-connection time”?
    A17: The disconnected session will be kept for 30 minutes and it is called the “re-connection time”. Users may re-connect to vApp/vDesk to get back to their work within 30 minutes. After the 30 minutes “re-connection time”, the session will be closed.

    Q18: When I use vApp/vDesk to watch videos from YouTube.com, YouKu.com and some other websites in full screen mode, the videos cannot be played smoothly. Why?
    A18: This is a known limitation. HTML5 / Flash videos cannot be played smoothly under full screen mode. Try to watch the videos in a reduced-size browser window.

    Q19: Can I use my web camera in vApp/vDesk?
    A19: To maintain system stability, web camera is not enabled in vApp/vDesk.

    Q20: Can my microphone work properly in vApp/vDesk?
    A20: Microphone is expected to work without problem. If there is a performance issue, try to update the drive of your microphone or contact the IT HelpCentre at 2766 5900 for assistance.

    Q21: Sound is not working properly in vApp/vDesk. Why?
    A21: Sound is expected to work without problem. If there is a performance issue, make sure your network connection is valid and stable or contact the IT HelpCentre at 2766 5900 for assistance.

    Q22: After clicking a vApp/vDesk in vSCC, a message “There are no available computers in the pool. Try to connect to vSCC again later, or contact your network administrator” popped up. Why?
    A22: This message will pop up when vSCC reaches its full capacity. Please try to connect to vSCC later.

    Q23: A message “Your User Profile is Full” pops up every 15 minutes. What is it?
    A23: To provide a stable virtual desktop environment, there is a 200MB temporary file quota limitation in both vDesk and vApp. To fix this problem, simply log off vDesk/vApp and login again. Or you may delete some files in your Downloads/Desktop/My Documents folders.

    Q24: When I am using vDesk – Win8.1, the system reports that the OS is Windows Server 2012R2 instead of Windows 8.1. Why?
    A24: The vDesk – Win8.1 is built on top of Windows Server 2012R2. As the kernel of Windows 8.1 and Windows Server 2012R2 is the same, most applications will work without any problem.

    Q25: The “Login to OneDrive” windows sometimes does not pop up after I have logged in to vSCC. Why?
    A25: In some scenarios, particularly for a vApp login, “Login to OneDrive” might start in a background window. Try to minimize all the application windows and locate it.

    Q26: “Login to OneDrive” is connected successfully. However, there is no “OneDrive (O:)” in my vSCC. Why?
    A26: In some scenarios, particularly if there is a sudden disconnection /logoff from a vSCC session, the mapped OneDrive (O:) will appear as https://connectpolyu-my.sharepoint.com/personal/xxxxx_connect instead of “OneDrive (O:)” in My Computer. You can ignore the disk label. Or you can fix it by right clicking the drive and then choosing “Disconnect”. The problem will be fixed after logging off from vSCC and login again.

    Q27: How to submit a printing request to a SCC printer when I am connected to vSCC?
    A27: Currently, one printer is dedicated for use in the vSCC experimental environment. You can submit the print job to the print queue “Room M304 - LKS Tower (SCC) – PolyU”. Then, please go to Room M304 in the Student Computer Center to collect your print out.

    Q28: How to submit a print job to my own printer?
    A28: The printer connected to your device will be shown as “(Redirected)”. For example, if you have a HP LaserJet 5 already connected to your laptop, you can choose “HP LaserJet 5 (Redirected)” for printing.

    Q29: How to access the files in my local device?
    A29: Your local disk in your local device will be shown as “X on DeviceName”. For example, your computer is named as “MARY” and you have two local disks, C: and D:. To access files in your D: drive, simply choose “D on Mary” in the Open file dialogue.

    Q30: The OneDrive storage in O: drive only shows 60GB or 300GB disk space instead of 1TB disk space. Why?
    A30: This is a known problem on webDAV mapped drive in Windows and the actual disk size and utilization cannot be displayed correctly. Please login to the Microsoft OneDrive portal (http://www.outlook.com/connect.polyu.hk) to check the actual disk size and utilization.

    Q31: I saved some files in the “My Documents” folder while using vSCC. Where can I access the files after logging off? Will the files be deleted?
    A31: The “My Documents” folder is redirected to the PolyU Home Drive (P:) on-premises storage, of which each student is entitled to 100GB storage. The files will be kept in (P:) and you can access them the next time you login to vSCC.

    Q32: Can I login to the same vDesk/vApp with my desktop and mobile device at the same time?
    A32: No, each vSCC resource only allows ONE simultaneous connection. If you try to login to the same vDesk/vApp with a second device, the previous session will be dis-connected automatically.

    Q33: I logged in to vSCC using a shared computer at Starbucks but forgot to logout afterwards. What can I do?
    A33: By default, the Windows screen lock in vSCC will be activated after 10 minutes of idling, and your session will be dis-connected after another 20 minutes. If you would like to immediately logout the previous session remotely, simply login to the same vSCC resource using your other device.

    Q34: I tried to login to vSCC but failed with a message “The user name or password that you entered is not valid.” Why?
    A34: If you are accessing vSCC in SCC, simply use your NetID and NetPassword as the login name and password. If you are accessing vSCC with other device or platform, try to use HH\NetID as your username. To make sure your credentials are working properly, you can test it by logging in to the PolyU LMS https://learn.polyu.edu.hk. For account related questions, please visit the PolyU Identity Portal http://www.polyu.edu.hk/its/pusecure/index.php

    Q35: The performance of vSCC is not good. Why?
    A35: Users are recommended to connect to vSCC with a stable internet broadband connection (1.5MBps or above). If you are trying to connect using a dialup network or through an unstable internet broadband connection, the performance will be degraded. To check if you have good internet connection, simply browse the PolyU Home page (http://www.polyu.edu.hk ) with your device and check if the website can be loaded smoothly and completely without problems.

    Q36: How can I input Chinese in vDesk – Win 8.1?
    A36: vDesk accepts Chinese input directly from your device. Due to customization limit, if you wish to use the default Chinese input that comes with the Windows Virtual Desktop of vDesk, setup is required for each login. Simply click the “EN” button at the lower right hand corner of vDesk, choose Language Preferences -> Add a Language -> Chinese -> Open -> Chinese (Hong Kong) -> Add. Then back to the Language Windows, choose Options beside the Chinese (Hong Kong) Language. You can add your desired Chinese input method there.

    Q37: How can I input Chinese in vDesk – Win 10?
    A37: vDesk accepts Chinese input directly from your device. If you wish to use the default Chinese input that comes with the Windows Virtual Desktop of vDesk, simply click the “EN” button at the lower right hand corner of vDesk, and choose your desired Chinese input method.

    Q38: How can I input Chinese in vApp?
    A38: You can input Chinese from your end point device as accept Chinese input directly from your device. 

    Q39: I am using a legacy operating system (Windows XP, Windows Vista, Windows 7) to access vSCC, and cannot login to the system. How to solve the problem?
    A39: For Windows XP, Windows Vista and Windows 7 of which SP1 and the latest patch have not been applied, the Single sign-on from vSCC Web Portal to the backend resources cannot be done. The system will prompt you to enter your password one to two times. In this case, enter “HH\NetID” as your username and NetPassword as your password.

    Q40: When I tried to start “AutoCAD 2019” or “DWG View 2016” in vDesk, an error message “Error 1325 Document filename too long” popped up. What should I do?
    A40: This two programs cannot work properly as the setting of “My Documents” is redirected to your PolyU Home Drive. Try the workaround here. First, launch the File Explorer and input “C:\Windows\DWG_Fix.reg” in the explorer bar, then press “enter”. The system will prompt you if you would like to proceed. Simply click “OK” twice and you can start “AutoCAD 2019” or “DWG View 2016” properly. Remember not to save any working documents in “My Documents” and logoff from the system after you have finished using “DWG_Fix.reg”.

    Q41: When I tried to start “AutoCAD 2019” in Windows 10 vDesk, an error message “AutoCAD Error Aborting” popped up. What should I do? [last updated on 11 Oct 2018]
    A41: You can fix it by following the procedure below:
    1. Click “start”  -- > AutoCAD 2019 – English -- > Reset Settings to Default
    2. Click “Reset custom settings”, click “ok”
    3. Click ”Always reassociate DWG files with AutoCAD (recommended)”

    Q42: How can I leave the vDesk environment after logging in?
    A42: After completing your work, you can leave the vDesk environment by right clicking the Windows icon at the lower left hand corner of the screen, and then choose “Sign Out”.

    Q43: How can I temporarily switch from vDesk to my original desktop?
    A43: To temporarily switch from vDesk to your original desktop, press CTRL+ALT+HOME to bring down the vDesk Menu Bar which will be shown on top of the vDesk screen. Simply click the “Minimize or Restore Size” button to minimize or resize the vDesk screen.

    Q44: After logging in to vSCC, I waited 10 seconds but “Login to OneDrive” was still not shown and there was also no “OneDrive O:” in the File Manager. What should I do? 
    A44: For vApp connection, try to launch “Logoff vApp”. Wait 10 seconds and then reconnect again. For vDesk connection, simply log out from the system, wait 10 seconds and then reconnect again.

    Q45: After opening Visual Studio Community 2015 in vApp, a message “30 Days trial is expired, you need to sign in” popped up. What should I do?
    A45: To use Visual Studio Community 2015, you need to login to Microsoft Community using your student email account (i.e. xxxxx@connect.polyu.hk)/ staff email account (xxxxx@polyu.edu.hk).

    Q46: If I encountered a problem when using vApp, how can I log out and reconnect again?
    A46: Launch “Logoff vApp”, wait 10 seconds and then reconnect to your vApp. 

    Q47: The screen blacked out after I tried to logoff from vDesk – Win10. What should I do?
    A47: This is a known issue for Mac/iOS user when logging off from vDesk– Win10. The screen will black out for around 3 minutes. A work around is to click the “log off” button in vDesk, then move the mouse pointer to the upper left hand corner and click the “Close Windows” button to close the session.

    Q48: I am a Mac user and I logged in to vSCC using Firefox. When I tried to launch a vApp/ vDesk, the system prompted me to enter username and password again. Why and what should I enter?
    A48: The vSCC system has a secure gateway. The user credentials a Mac client enters to login to the vSCC web portal cannot be passed automatically to the vSCC gateway. A Mac client is therefore required to login again to launch a vApp/vDesk. Please enter “HH\NetID” as username and NetPassword as password when the system prompts for credentials.

    Q49: I encountered some problems when using my Android device/ iOS device/ Mac device to log in vSCC, but I couldn’t find my answers on this FAQ list. What should I do?
    A49: For a quick check, you can take a look at the official FAQ from the product vendor, Microsoft.
    For Android device,

    For iOS device,

    For Mac device,

    Alternatively, you may contact the IT HelpCenter hotline at 2766 5900 to seek help.

    Q50: I am a Mac user. I wanted to download the “Microsoft Remote Desktop” application from the Apple App Store but I couldn’t find it there. What can I do?
    A50: The “Microsoft Remote Desktop” application is not available in some countries. If you sign in the Apple Store with an Apple ID of which the country of origin is China, you cannot find the application. You will need to change the country to “Hong Kong” in App Store, then create a new Apple ID. Sign in the App Store with the new Apple ID and you will find the application.

    Q51: When I use my Windows 7 computer to access vSCC, I cannot print to the printer attached it to. What can I do? [last updated on 12 Jan 2017]
    A51: The easy printer redirection is not supported in Windows 7 Home Edition. You are therefore recommended to upgrade your OS either to Windows 7 Enterprise, or to the latest version, which is Windows 10.

    Q52: What is the system requirement for using vSCC? [last updated on 31 Oct 2018]
    A52: vSCC can be run in the following combinations of popular operating systems and browsers: A52