Overview
When connecting to your Pacific Solutions hosted server through Remote Desktop, it's important to make sure you're signed in using your own assigned username and password.
If you're using an older Remote Desktop shortcut or one that was previously configured for another employee, you may accidentally connect using their account. This can cause applications to display another employee's files or settings, or prevent you from accessing your own information.
Follow the steps below to verify your username, update your Remote Desktop connection if necessary, and reconnect using your own account.
Step 1 - Verify Your Current User
While connected to your Pacific Solutions hosted server, look in the upper-right corner of your Remote Desktop screen.
You should see information similar to the example below:
Locate the Current User field and verify that it displays your assigned Remote Desktop username.
- If the username is correct: You're signed in under the expected Windows account. If you're still having trouble accessing your applications or files, please contact Pacific Solutions Support.
- If the username is incorrect: Continue with the steps below to correct your Remote Desktop connection.
Step 2 - Sign Out of Remote Desktop
If you're connected using an incorrect username, save any work you have open before signing out.
- Click the Windows Start button within your Remote Desktop session.
- Select your user account or the power options, depending on your Windows version.
- Select Sign out.
Important: Closing the Remote Desktop window using the X button generally disconnects your session without signing you out. To ensure you're no longer using the incorrect account, select Sign out instead.
Step 3 - Locate Your Remote Desktop Shortcut
On your local computer, locate the Remote Desktop shortcut originally provided by Pacific Solutions. This is the shortcut you normally use to access your hosted applications.
Right-click the shortcut and select Edit.
Windows 11 users: If you don't see the Edit option, select Show more options, then select Edit.
Step 4 - Verify Your Remote Desktop Connection Settings
The Remote Desktop Connection window will open. Select the General tab if it isn't already displayed.
Review the following fields:
- Computer: This should display the hosted server assigned to your company. Do not change this information unless instructed by Pacific Solutions Support.
- User name: This should display your own assigned Remote Desktop username, not another employee's username.
If the User name field displays an incorrect username, replace it with your assigned username using the format provided by Pacific Solutions.
If you aren't sure which username you should be using, please contact Pacific Solutions Support before proceeding.
Step 5 - Remove Previously Saved Credentials
Windows may remember previously saved Remote Desktop login credentials. Even after updating the username, you may need to remove these saved credentials to ensure you're signing in with the correct account.
- On the General tab, look for the message indicating that saved credentials will be used to connect.
- If a Delete link is displayed, click it.
- When prompted to confirm, click Yes.
Note: Removing saved credentials does not change your password or delete any files. It simply requires you to enter your username and password again the next time you connect.
If the Delete option is not displayed, you can proceed to the next step.
Step 6 - Save Your Connection Settings and Reconnect
- Verify that the correct Computer and User name are displayed.
- Click Save under Connection settings to update your existing Remote Desktop shortcut.
- Click Connect.
- When prompted, enter your assigned Remote Desktop username and password.
- Complete the connection to your Pacific Solutions hosted server.
Please use only your own assigned Remote Desktop credentials. If you don't have your login information, contact Pacific Solutions Support for assistance.
Step 7 - Confirm You're Signed In Correctly
After connecting, look again in the upper-right corner of your hosted desktop.
Verify that the Current User field now displays your assigned username.
If the correct username is displayed, you can proceed with opening your hosted applications.
If another employee's username is still displayed, please contact Pacific Solutions Support before continuing.
Still Having Trouble?
If you're unable to connect, aren't sure which username to use, or continue experiencing issues after following these steps, please contact Pacific Solutions Support.
When contacting us, please include your company name, a description of the issue, and a screenshot of any error messages you receive. Please do not include passwords.
Email: pacificsolutions-support@cyncly.com
Phone: 1.800.201.6509
Support Portal: Submit a Support Request