Hosting Support FAQ
If you have questions or need help after reviewing the items below, please
contact us.
What are the system requirements for remote desktop?
You can find the system requirements for remote desktop here.
How do I place an order or update my payment information?
You can place an order here and update your payment information
here.
What does it mean if my account is locked out?
For security purposes, your account will be locked if you enter your password incorrectly
too many times. Your account may also be locked if you do not log off of Right Networks
properly by clicking Start > Log Off. To unlock your account, email us at
support@rightnetworks.com or call us at 603-324-0442, and request that your account
be unlocked. You will need to provide your Right Networks username.
How do I change my password?
You can change the password for your Right Networks login in two ways:
- If you are currently logged into the service, go to Start > Windows Security
and choose Change Password.
- If you are not logged into the service, please send an email to support@rightnetworks.com
containing your user name asking for your password to be changed.
Why am I being prompted to change my password when I login?
To encourage best security practices, all Right Networks logins are configured so
that passwords expire every 30 days. Therefore you may be notified that your password
will expire. Although we do not recommend it, if you do not want to have to change
your password every 30 days, send an email to support@rightnetworks.com containing
your user name asking for your password never to expire.
Can I log in to Right Networks without using Internet Explorer?
Yes. One way to do this is to use Microsoft's Remote Desktop Connection application.
However, you should still check www.rightnetworks.com regularly for notices posted
on the web login page.
Remote Desktop Connection is included with Windows XP, Vista, and Windows 7
and can be downloaded for older versions of Windows from
here.
Once you have the Remote Desktop Connection application for Windows installed, configure
it as follows:
- Download and install the Universal Printer via this
link.
- Download and save the Remote Desktop Connection shortcut on your desktop as follows:
- Download RightNetworks.rdp
- Click Save
- Select your local desktop as the location in which to save the shortcut.
- Click Save
You should now see the Remote Desktop shortcut icon on your desktop. It will look
like a computer monitor with a satellite dish behind it and it will be named RightNetworks.rdp.
You can connect to Right Networks by double-clicking the icon. On computers running
Windows Vista, the first time you login to Right Networks make sure to enter the
username as rightnetworks\username.
Can I login using Firefox, Netscape, AOL, or Mozilla browsers?
You can access the Right Networks using the Remote Desktop Connection application
described above. However, if you want to log in via a browser you must use one that
supports ActiveX controls, such as Internet Explorer. Netscape, AOL, Mozilla, and
Firefox do not natively support ActiveX controls.
A Windows Update installed and I can't log in. What do I do?
If a Windows Update installed and you can no longer log into your hosted desktop,
you should review the instructions that appear when you attempt to connect to your
hosted desktop. If no instructions appear, you can access your hosted desktop using
Microsoft's Remote Desktop Connection (RDP) program by clicking
here, then "Open", then "Connect". Complete instructions are
here. These links have been added to our "Login" page for your convenience.
Microsoft is aware that they introduced this problem in both Windows XP Service
Pack 3 and Windows Vista Service Pack 1 and recommended using RDC as a work-around.
How do I upload files to Right Networks from my local computer?
Uploading files to Right Networks is done by simply copying from your local computer
and pasting to Right Networks as follows:
- Login to Right Networks making sure to check the checkbox for uploading and downloading
files on the Right Networks login page. If a prompt appears regarding trusting the
computer to which you are connecting, make sure the "Allow access to your local
disk drives" option is checked and click Yes.
- Go to Start > My Computer on the Right Networks Remote Desktop and confirm
that the drives on your local computer appear in the list of drives available via
the remote desktop. If they do not appear you may have attached to your previous
session and you will need to log off of the Right Networks Remote Desktop via Start
> Log Off and login again, making sure to check the checkbox for uploading
and downloading files.
- Navigate via the appropriate local drive listed above and locate the file(s) that
you want to copy to Right Networks.
- Highlight the files you want to copy and go to Edit > Copy.
- Navigate to the folder, usually on your hosted H or I drive, into which you want
to copy the file(s).
- Go to Edit > Paste to start the upload and then wait until the upload completes.
How do I download files from Right Networks to my local computer?
Downloading files to Right Networks is done by simply copying from Right Networks
and pasting to your local computer as follows:
- Login to Right Networks, checking the checkbox for uploading and downloading files
on the Right Networks login page and confirming that your local drives appear on
the remote desktop as described in steps 1 and 2 of the instructions
for uploading files.
- Navigate to the folder, usually on your hosted H or I drive, from which you want
to copy the file(s).
- Highlight the files you want to copy and go to Edit > Copy.
- Navigate via the appropriate local drive to the folder into which you want to
copy the file(s).
- Go to Edit > Paste to start the download and then wait until the download
completes.
How do I backup my QuickBooks company file to my local computer?
To backup your QuickBooks company file to your local computer, you simply backup
your company file as you usually would within QuickBooks, then copy the backup to
your local computer.
The following outlines the steps to backup a file within QuickBooks - refer to the
QuickBooks documentation for details. Once you complete those steps, download your
backup file to your local computer following the steps above for
downloading files.
- Login to the QuickBooks file you would like to backup.
- If you are not already in single-user mode, go to File > Switch to Single User
Mode. A QuickBooks popup will appear stating that you can now use this file
in single-user mode. Click OK.
- Go to File > Backup...
- On the QuickBooks Backup window select Browse.
- The Backup Company window should appear. The location should be pointing to your
I: drive. If it is not, please change it to the I: drive.
- Click Save.
- Ensure that the checkbox for Verify Data Integrity is not checked
- Click OK on the QuickBooks Backup window.
When the backup completes, download the backup file you just created by following
the instructions above for downloading files.
I do not see my printer on Right Networks, but see a Universal Printer. How do I
print?
To print from Right Networks when using a Windows computer, simply print to the
Universal Printer. The Universal Printer routes all print jobs from Right Networks
to a Universal Printer client running on your local computer. This client is installed
automatically when you log into Right Networks through Internet Explorer via the
Login page or manually by following the directions to log in
without using Internet Explorer.
To print from Right Networks using a Macintosh, see below.
How do I print to a printer that is not my default printer?
The Universal Printer routes all print jobs from Right Networks to the Universal
Printer client running on your local computer. By default, the Universal Printer
client will send any print job to your default printer. To print to a different
printer, do the following:
- While logged into Right Networks, locate the Universal Printer icon on your local
computer.
It should be near your system clock and it looks like a printer with a globe above
it:
- Right-click on the Universal printer icon and choose Prompt For Printer.
With this option set, the Universal Printer will prompt you each time you print
to select a printer from any of the printers that are configured on your local computer.
Can I share my account with another person?
According to our terms of use, an account is assigned to a specific person. If a
second person logs onto an account that is already in use, the first person will
be disconnected and the second person will take over the active session.
What does the message that "another user has connected to the session" mean?
This means that a user has logged onto the system using the same account name as
you. This may be because you left your account logged on from the office and then
logged on from home - when you return to the office, you would see this message.
If you see this message, you should log off the system via the remote desktop's
Start menu and then log back in. To avoid seeing the message, make sure that you
have not shared your account information with another person and make sure always
to log off via the remote desktop's Start menu when you are finished working from
a specific computer.
Why is there a message that something is "opened by another user"?
Our hosting system allows the users that you designate to access the system simultaneously,
so a message like this typically indicates that another one of your users is on
the system and that you should coordinate with them based on other details in that
message.
However, this can also happen even when none of your users is connected to the remote
desktop if one (or more) of them disconnected (by clicking the X at the top
of the remote desktop window, etc) when they should have logged off (by selecting
Log Off under the Start menu on the remote desktop). Disconnecting
allows someone to reconnect and resume their remote desktop session (if they had
disconnected accidentally, etc), but it prevents others from gaining exclusive access
to whatever resources are in use by the disconnected session for up to three hours.
When you are done using the remote desktop, you should select Log Off under
the Start menu on the remote desktop. If one of your users disconnected when
they should have logged off, have them reconnect and log off properly or contact
Right Networks support and let us know your username and what resource you are unable
to access.
How do I access the system using an Apple Macintosh computer?
To access Right Networks from an Apple Macintosh computer, download the
Remote Desktop for Macs and connect to asp.rightnetworks.com. If you
are unfamiliar with downloading and installing programs on a Mac, please see the
detailed instructions are below.
- Download and install the Remote Desktop for Macs: version 2.0.0.
- Once installed, go to your Applications folder and find Remote Desktop
Connection. It may be located at the end of the applications since this was
the last item downloaded. Double-click the Remote Desktop Connection icon;
the icon looks like a computer monitor with a satellite behind it.
- On The Remote Desktop Connection window, type asp.rightnetworks.com in
the Computer: field.
- Click on RDC in the top left-hand corner of your computer screen and choose
Preferences from the drop-down menu.
- The first screen is the Login page. Leave the User name:, Password:
and Domain fields empty, unless you are the only user that logs into Right
Networks. If you are the only user, you can enter your Right Networks username.
- Click the Display icon and choose Full Screen
- Click the Drives icon, click on the arrow, and choose All Disk Drives
- Click the Printers icon, click on the box to check Print to a printer
connected to the Mac, click on the arrow and choose All Printers
- Click on File at the top left-hand corner of your computer screen and choose
Save-As from the drop-down menu, type Right Networks in the Save As:
field, click on the arrow in the Where: field and change the location to
Desktop, and click Save
You should now see an icon on your Mac desktop named Right Networks.rdp and it looks
like a computer monitor with a satellite behind it. Double-click the icon, click
Connect and enter your Right Networks’ Username and Password
How do I print when using the system from a Macintosh computer?
The Universal Printer is not available for the Macintosh, but Mac users can print
directly to their local printer through printer redirection. Once printer redirection
has been enabled for your username, the local printers should be connected when
logging into Right Networks if you use the RDC settings described above (step 8).
To enable printer redirection, simply contact us, letting us know the username of
the Mac user, by emailing us at support@rightnetworks.com or by calling us at 603-324-0442.