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Remote Access Assistance

My computer is not NIST-owned. May I use the Remote Access Service?

Personally owned computers are not permitted.

The Remote Access service supports NIST-owned computers. Support for users with non-NIST computers is limited. Access from Government Furnished Equipment (GFE) owned by other agencies or other authorized computers that are configured to meet NIST remote access requirements may be permitted. Contact your OU ITSO to receive authorization for other systems. 

I tried to connect to, and got the error message: "If you are experiencing connectivity issues, please click here for possible solutions, or call iTAC." What does this mean?

Some possible reasons for this message are:

  • You may be running an unsupported operating system;
  • You may not have administrative rights, which are needed so that can install plugins; or
  • Needed plugins cannot be installed for some other reason.

I cannot access Remote Access or I'm having trouble logging in. What can I do?

The only URL to remember is

What are the browser requirements to use Remote Access?

Remote Access supports an Internet browser capable of TLS 1.1/TLS 1.2 encryption. Here are the browsers and versions you can use: (Please note any special settings that must be enabled.)

If using Microsoft Internet Explorer (IE), you should have version 11.0 or later. To check the version, on the Menu Bar click Help | About Internet Explorer. Please verify the following settings by clicking Tools | Internet Options:

Note: Some of these settings may be pre-set and cannot be changed. Users can skip these settings and proceed with changing those settings that can be changed.

  • Add,,, in the Trusted sites. (Security tab)
  • Accept,,, in the Pop-up Blocker list of exceptions (Privacy tab)
  • Enable TLS 1.1/TLS 1.2 (Security section under Advanced tab)
  • Enable Java Scripting (Scripting section from Custom Level under Security tab)
  • Enable Cookies (Cookies section from Advanced under Security tab)
  • After changing settings, refresh or restart the browser

If on Linux, use Mozilla Firefox.  You must have version ESR 78.7 or newer.   To check the version, on the Menu Bar click Help | About Firefox. Although security settings may already be defaulted to the proper values, you should verify by doing the following in this order [Edit | Preferences]:

  • Allow,,, to the block pop-up list (Exceptions under Content tab)
  • Allow,,, to install add-ons list (Exceptions under Security tab)
  • Enable JavaScript (Content tab) Accept Cookies (Privacy tab) Use TLS 1.1/TLS 1.2 (Advanced | Encryption)
  • After making changes, restart the browser

If using Chrome, use version 88.x or newer, Make these configuration changes to security settings:  

  • Under Settings | Advanced | Privacy and Security, turn off:
    • Automatically send usage statistics and crash reports to Google
  • Under Settings | Advanced | System, turn off:
    • Continue running background apps when Google Chrome is closed
  • Under Settings | Privacy and security | Site Settings 
    • Under Content on Windows (or Permissions on a Mac) click on Pop-ups and redirects
    • click “Add” button on the Allow line, and add these sites:
    • After changing settings, restart the browser

I'm still having trouble accessing Remote Access. What else can I try?

If you are still experiencing problems, the best approach is to remove the RA plug-ins/components. The necessary plug-ins/components will need to be reinstalled the next time you want to connect to the site. Follow the instructions for your Operating System:


If using Windows 10

Control Panel | Programs and Features

Remove all programs that start with 'BIG-IP'

The necessary plug-ins will be reinstalled automatically the next time you connect to the site. 

Mac OS X/Linux:

A script is available to simplify the uninstall/reinstall process.  Contact the NIST Information Technology Assistance Center (iTAC). 

How can I determine my IP address?

To assist in troubleshooting, it is helpful to know what IP address a user is coming from. Using an Internet search engine, query "what is my IP address?"  Your public IP information should be shown on your display.

When my antivirus software is running and the virus definitions are up-to-date, why is my computer still failing the antivirus pre-logon checks?

If you get the message:

Antivirus check failed - Your machine must have antivirus software installed and running with an antivirus database no more than 14 days old.

First, verify that antivirus software is running. For example, the parameter 'AV found:0' indicates there is no antivirus program installed on your system.



If 'AV found' is greater than 1, it is likely that you are running more than one antivirus program on your computer. To verify what antivirus programs are installed on your computer, click on Control Panel | Program and Features. Once you resolve the multiple antivirus programs issue and you have checked to ensure that the virus definitions are up-to-date, your access to should be restored.

If you are running only one AntiVirus (AV) program and still having an issue, most likely your AV program is not supported. Please contact iTAC.  

How do I install the components in Linux and OS-X?

A script is available to simplify the install process.  Contact the NIST Information Technology Assistance Center (iTAC). 






How many times will I be able to enter my PIV PIN before I am locked out of the system?

If you enter your PIV PIN incorrectly 6 times in a row, you will lock your badge and be unable to log in. You will have to visit iTAC or the NIST Badging Office to unlock your PIV card badge.


Created August 11, 2009, Updated May 9, 2024