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Access Issue

What should I do if I have issues accessing TRE?

Access to the TRE is available outside the regular working hours, however there are some periods when TRE will not be accessible. For example, monthly maintenance periods (every first Thursday afternoon of the month), some holiday periods or in-between maintenance/outage windows.

If you are not able to access the TRE outside of those periods, please raise this through the log a ticket form above and provide as much detail as possible.

Please outline at which step you are experiencing an issue (e.g. 2 Factor authentication, the virtual desktop environment or virtual machines hosting your project data). If you are getting an error, what is the error message?

Note: if you experience an issue connecting to the virtual machine, please try to connect to the SSH (Secure Shell) version once again before the RDP version.

For 2FA issues, please ensure you have a stable VPN connection (if required) and there is sufficient phone connection at your location.

Information to provide:

  • 2FA / VDI / VM
  • If VM, does SSH access work?
  • Error message (if any)

Please do not take and share any screenshots unless specifically asked by the Data Operations team. 

Tips and Tricks

In case only SSH access is working, sometimes RDP (Remote Desktop Protocol) access can be re-established by terminating your active jobs in the specific VM (Virtual Machine). To do so, please follow the steps below:

  • Log in to the VM through SSH
  • List all the jobs currently running in the VM under your username:

    top -u username

    (where "username" is your VM username) 
  • Exit the job view by pressing "ctrl + c" on your keyboard 
  • If there are no active jobs, please raise a ticket by filling out the request form
  • In case there are any jobs running, you can terminate these by running:

    pkill -u “username”

This should kill all your jobs and also terminate your session. If that was the case try the RDP access to check if your access has been restored. If this is still not working, please proceed with raising a ticket though the request form.