Frequently Asked Questions

Top 3 commonly asked questions:
Why do i need iConnect?

iConnect is a software that provides secure, high-performance delivery of virtual desktops and applications, in simpler terms, it is an application that helps user’s access remote applications. You need to install iConnect software locally on the machine.

In cases where due to security reasons, iConnect client cannot be installed, you need to use HTML5 based browser like IE11 etc. Navigate to the iConnect url from this browser. The URL will direct you to the login page where you need to enter your credentials to access iConnect.

How do i install iConnect client on my system?

Windows Installation
Mac Installation
Installation Video on Windows
You can use iConnect client via
iConnect Installation on Personal Desktops/Laptops

  • For Android users, go to Google-Play , apple users, go to Apple Store, Windows phones users go to windows app store. OR navigate to the Citrix website downloads. https://www.citrix.com/downloads.html
  • Here in the app store Search for Citrix Workspace using the search option.
  • Click on Download and install it.
  • Once installed, open the Workspace.
  • Click on Add Account.
  • Type iconnect.infosys.com in the Address field without entering http or https and click Next.
  • Type User Name without adding ITLINFOSYS or @infosys.com.
  • Type Domain Password, you will be asked for the MFA authentication. Complete MFA authentication (MFA code +PIN)
  • Once the MFA authentication is successful select INFYAPPSTORE from the dropdown list
  • Citrix home page will be displayed with applications icons and click on the application you want to launch
Frequently Asked Questions
About iConnect
The Initiative

We access IS applications through LAN, WAN, VPN and Extranet. While the experience is smooth on LAN on our Windows based desktops & laptops, we face following challenges today:

  • Limitations on IS application accessibility for other operating systems, browsers and devices
  • Performance issues when accessed from VPN/WAN
  • Limitations in accessing applications from ODCs

Considering the need of the hour, we are pleased to inform the launch of iConnect - Citrix rollout to all Infoscions for accessing IS applications. This will enable unified, high performance, secured and reliable user experience for IS applications on any device, from anywhere. iConnect will also enable accessibility of IS applications from ODCs as per client regulatory requirements.

Citrix was rolled out in 2012 for selected WAN, power users and a couple of ODCs to meet performance, device and security requirements. We observed performance improvements of 75% to 82% over WAN. Based on the performance and capability benefits realized, we have constantly received new requirements for Citrix solution rollouts, especially from ODCs.

The rollout has commenced for LAN, WAN & VPN users. Access from Extranet and ODCs is also on its last phase and will be rolled out for all soon.

Our Mission

Enable unified, high performance, secured and reliable user experience for IS applications to all Infoscions on any device, from anywhere.

Benefits
  • Seamless experience of IS applications in corporate as well as branch offices
  • Ample access across devices
  • No browser limitations
  • Secured access from ODC
  • Work from for desktop users
Installation and Configuration
Installation of iConnect client on infosys provided devices

For installation of iConnect client on InfoSys provided device, go to Windows Search -> software center, search Citrix Workspace and click on install.

Installation of iConnect client on personal devices

iConnect client or citrix workspace can be installed on any of the below devices:

Android phones
Windows Phone
Mac devices
Personal laptops\desktops

Follow these simple steps for the installation of iConnect client on your device

  • Go the app store of your device for eg. Android users, go to Google-Play , apple users, go to Apple Store, Windows phones users go to windows app store etc.
    Alternatively you can also navigate to the Citrix website downloads. https://www.citrix.com/downloads.html
  • Here search for citrix workspace for your device using the search option.
  • Click on Download and install it.
  • Once installed, open the workspace.
  • Click on Add Account.
  • Type iconnect.infosys.com in the Address field without entering http or https and click Next.
  • Type User Name without adding ITLINFOSYS or @infosys.com.
  • You will be asked for the MFA authentication. Complete MFA authentication (MFA code +PIN)
  • Once the MFA authentication is successful select INFYAPPSTORE from the dropdown list.
  • Citrix home page will be displayed with applications icons and click on the application you want to launch.


  • RSA users - Type iconnect.infosysapps.com in the Address field without entering http or https and click Next.

    Type Username without adding ITLINFOSYS or @infosys.com. Type Domain Password, RSA Passcode for auto configuration of iConnect client.

Access of iConnect through url

You can also access iConnect through your HTML5 based browser like MS Edge, Chrome etc.,

MFA users are requested to follow the below steps

  • Type and browse to the URL: https://iconnect.infosys.com from an HTML5 supported browser.
  • Type your User Name (without DOMAIN\ or @domain).
  • Type Infosys Domain Password.
  • Complete MFA authentication (MFA code +PIN)
  • On successful authentication, you would be routed to the landing page, where you can see and access the apps.

RSA users follow these steps

  • Type and browse to the URL: https://iconnect.infosysapps.com from an HTML5 supported browser.
  • Type your User Name (without DOMAIN\ or @domain).
  • Type your RSA Passcode & Domain Password.
  • On successful authentication, you would be routed to the landing page.
I am unable to launch application from iConnect

Please mail to ISCitrixSupport@infosys.com with the exact error that you are getting.

Mode of Access
Can I access iConnect based IS Applications from my BYOD registered device?

Yes, You can access IS Applications from your BYOD enabled device.

Can I access iConnect from XNet/Public Internet?

Yes, you can. Please refer the Installation and Configuration section.

Can I access iConnect without iConnect client or citrix receiver?

Yes you can access iConnect directly through any HTML5 supported browsers without installing iConnect on the system.

URL to access: https://iconnect.infosys.com

Can I configure iConnect on my personal device to access iConnect?

Yes, you can. Please refer the Installation and Configuration section.

Can I connect from a cybercafé to iconnect?

Yes, you can. Please refer the Installation and Configuration section.

Can I access iConnect from home?

Yes, you can. Please refer the Installation and Configuration section.

Can I get Edge/Chrome browser on iConnect?

Yes. Edge and Chrome browser published on iConnect.

By when can I access iConnect from public internet

iConnect is available now.

I work for Infosys subsidiary, will I be able to use iConnect

Yes, you can. Please refer the Installation and Configuration section.

Generic Queries
How different is this from the BYOD rollout happened recently?

BYOD uses a different technology from Citrix. The WorxHome is meant only for mobile devices and not for Laptops/Desktops. Citrix XenApp allows you to access applications from any device.

Upload & download files from IS applications from iConnect client

Download files to local drives completely disabled.

There is slight difference in the way file upload/download of files happens, for applications accessed via iConnect. When you launch the iConnect browser, local drives of the client machines are mapped in the session. The libraries (Desktop, Documents etc.) are not the client machine libraries.

To access any file, click on the drives like “C:”, “D:\” etc. and proceed to the correct path to locate the file and click on it to upload.

Please contact ISCitrixSupport@infosys.com for any queries regarding upload\download here.

Upload & download files from IS applications through HTML5 based browser

Please contact ISCitrixSupport@infosys.com for any queries regarding upload\download here.

Why starting first Application takes long time?

When you login and start the application, it takes longer time than usual because an entire “PC-like” environment needs to be created along with processing of several files.You can call the login process similar to booting your desktop, PC or laptop.

Can I launch multiple IS applications at the same time?

Yes. You can launch multiple IS applications at the same time similarly like you can launch multiple IS applications.

What is the difference between logging off and disconnecting my session?

You can log off your IS application exactly like you log off your Desktop/Laptop. Closing the session of IS application is similar to the sleep state of your physical desktop.

If you do not log off your session, your session will remain open for 2 hours. For example, if you are accidentally disconnected, you can log in again and recover your work for the next two hours. After 2 hours the system will log you off your IS application and any unsaved work may be lost. This action is similar to turning off your physical device.

I can access intranet applications directly through my local browser, why should I install iConnect?

iConnect will give you an easy and smooth access to Intranet applications from any device you connect. Eventually direct access to IS applications will be disabled.

Can administrators see my personal information through Citrix enable browser?

Administrators cannot see your activities/personal information. If any help is required, administrators can connect to your system using Microsoft Remote Assistant, post approval from the user.

Is my personal information stored anywhere?

iConnect acts are a normal windows system; your default profile is stored in share with default encryption. Administrators cannot access the information stored.

I work for Infosys subsidiary; will I be able to use iConnect?

If you can connect to Infosys LAN/WAN you will be able to make use of iconnect now. If you use public internet/Extranet to access IS Applications, please refer to Installation & Configuration section.

Common Issues Faced
iConnect prompts me for Username & Password

The Single Sign-On enabled on your system might not be functioning as expected. You can provide your credentials and logon to Citrix.Please contact IS Citrix Support for fixing the same.

Error "Unable to launch the application..."?

Please contact IS Citrix Support for fixing the same.

Error "Your apps are not available this time... Cannot contact INFOSYSAPPSTORE"?

Please contact IS Citrix Support for fixing the same.

Error "Some of the applications have been removed from Citrix ..."?

Administrators may have removed/made setting changes at the Citrix side. You can click OK to remove the apps from your favorites and add again from INFOSYSAPPSTORE.

I have installed iConnect from IS on my system, but I cant see any applications listed in INFOSYSAPPSTORE?

Your access is not enabled in Citrix. Please contact IS Citrix Support.

How to open a support request / reach Support Team for Help/Issues/Queries on iConnect?

Please drop a mail to IS Citrix Support.

How quickly should I expect a response?

You will receive a response soon after making a request for support.

You will receive a response soon of logging the request.

Is there a direct no. to reach IS Citrix Support

Currently there is no direct number. Please mail your issues and we will get back to you.

Work from Home
How to Connect to your desktop from personal workstation through iConnect?

Pre-requisites: -

One-time registration for WFH in the newly added category in Harmony – “Work From Home connect to remote PC”. Registration will take care of making you aware of the procedure, gathering required information like mobile number, PIN and security questions for second factor authentication using Microsoft MFA (Multi-Factor Authentication).

A workstation in office that is reachable over Infosys network.

A desktop/laptop at home along with Internet connection.

An approved Work From Home request.You should note down your office desktop host name (typically like BLRKECxxxxxxD) that you would be connecting from home.

Inform one of your colleagues in office to help you in turning on your office PC as the PC would shut down EoD through Terminator or taske help from local CCD team for the same

Once the above things are met , please follow these steps :

  1. Connect to personal workstation and ensure Internet connection is working.
  2. Open any HTML5 supported browser - IE/Chrome/Firefox etc.
  3. Navigate to https://iconnect.infosys.com.
  4. Click on “Work From Home”. (You do not need to provide credentials in the landing page)
  5. Once you click on “Work From Home”, you will be redirected to the screen below where you will be required to key in:
  6. User Name (without ITLINFOSYS or @infosys.com)

    Domain Password

  7. After you click “Log On”, you will get a call on to your registered mobile where you will be prompted to provide the PIN (which you had set while registering in MFA) followed by pressing #.
  8. Upon successful authentication you will be redirected to the page where you will be able to see "Remote Desktop Connection” icon. (You might have additional applications listed in the screen)
  9. In case you are unable to find “Remote Desktop Connection” you can follow the below steps to add it to your favorites
  10. Click on the “+” symbol on the middle left of the screen.

    Click on the “All Applications” and click on “Remote Desktop Connection”. Remote Desktop app will be added to your favorites.

  11. Click on “Remote Desktop Connection” to launch it.
  12. Key in the office Desktop Name.
  13. Key in your Windows Credentials and you will be logged on to your office PC.
What is MFA?

MFA stands for Multi Factor Authentication.

How do I register for MFA?

Pre-requisites: -

User should be in Intranet for accessing and registering on MFA portal, which will be used for Work From Home authentication

  1. Navigate to https://rasssp.ad.infosys.com and login with your windows credentials
  2. Accept the Terms and Conditions and Log In
  3. Provide the below information
  4. Valid Mobile Number

    Security PIN

    Security PIN Confirmation

  5. Click “Call Me Now to Authenticate” for setting the PIN and to proceed with further registration process
  6. You will receive a call from Microsoft Azure Authentication Service and it will prompt you to key in the Security PIN that you have set.
  7. Upon successful authentication you will be ask to provide security questions and answers
  8. Select the questions and provide the answers and click “Continue”.
  9. For any modification in the Phone, PIN or Security Questions you need to visit this portal from Intranet.
How do I know that I am registered for MFA?

Once you are enabled for MFA, you will receive an email from mfaadmin@infosys.com . This mail will have the details of phone number registered for the MFA, the first time PIN set by the system.

How does Multi-Factor Authentication™ work?

Multi-Factor Authentication works by placing a confirmation call to your phone during login.

Step 1: Enter your usual username and password.
Step 2: Instantly, you receive a phone call. Answer, enter your PIN, and press #.

That's It! This simple process provides two separate factors of authentication through two separate channels (your computer and your phone service). It works with any regular or mobile phone.

I am getting authentication failed message even after entering the right PIN number on the MFA call.

The authentication process using phone PIN will be complete only after you enter the PIN followed by #. If # is not entered, then the authentication process will be incomplete and you get the authentication failed message .

What if I get a phone call from Multi-Factor Authentication when I'm not trying to log in?

This would only happen if someone else were trying to log into your account, and they already knew your password. Remember, phone calls are only made after the username and password are verified. So, if this happens, Multi-Factor Authentication has just saved your account from illicit access!

To report the incident, select the Fraud Alert option from the phone menu during the authentication call. This will alert your company's IT security team. Future authentication attempts will be blocked until the issue has been resolved.

I have registerred for MFA and my OD is approved still I am getting Invalid username and password

Please try and clear the browser cache and delete history and try again!.

How do I change my PIN?

You can do this I accessing the portal https://rasssp.ad.infosys.com.

Once you successfully authenticate using your Active directory user name and password, you will receive a call. Answer, enter the PIN. Select the Change PIN option and Change the PIN.

I am prompted to set up answers to security questions. Why is this needed?

The security questions are needed to reset the PIN in case you forgotten the same or you need to change the phone in the case of phone lost scenario. These security questions will ensure that you are the authorized user to make these changes.

What happens if I lose my phone?

Login in to user portal. Authenticate using security questions (as you are unable to authenticate using MFA).

Select the Change Phone Number option to enter a new phone number.

What happens if I lose cell phone coverage in a certain area?

You can change your account to point to an alternate phone number, such as a land line, by selecting the Change Phone Number option.

What if I get a phone call from Multi-Factor Authentication when I'm not trying to log in?

This would only happen if someone else were trying to log into your account, and they already knew your password. Remember, phone calls are only made after the username and password are verified. So, if this happens, Multi-Factor Authentication has just saved your account from illicit access! To report the incident, select the Fraud Alert option from the phone menu during the authentication call. This will alert your company's IT security team. Future authentication attempts will be blocked until the issue has been resolved.