Frequently Asked Questions (FAQs)

What is myAccess?

myAccess provides a virtual application solution for academics and students enabling access to specialised software applications using a variety of devices, at anytime of the day from anywhere as long as you have a suitable Internet connection.

Why has UNSW introduced the myAccess service?

Providing academics and students with access to space, IT hardware and software necessary for teaching and learning is an ongoing challenge for UNSW. There is an opportunity for UNSW to bring in emerging technologies such as virtualisation of course related specialised applications for academics to prepare course materials and exercises and for students to undertake learning and assessment anytime, anywhere on any device.

What are the benefits of the myAccess service?

The service provides a number of benefits including:

• Access to applications 24 hours/7 days a week
• Ability to work where you want at any time as long as you have internet
• Access to applications on a variety of devices
• Improved flexibility in teaching eliminating constraints on space, desktops and application images
• Flexibility of business demand and enhanced disaster recovery in the case of a lab becoming unavailable.

Can I use the applications on myAccess for research purposes?

The myAccess service is designed to support teaching. Applications hosted on the service must not be used for commercial or revenue generating activities, or to facilitate research.

The myAccess service must also not be used to access, manage or transmit data classified as ‘Sensitive’ or ‘Highly Sensitive’. For more information refer to the UNSW Data Classification Standard, opens in a new window. 
 

What system requirements do I need to access the service?

To access the myAccess service, you will require a compatible device, the Citrix Workspace app for your operating system, a supported web browser and a fast and stable Internet connection.

Devices that are compatible with myAccess are:

• Desktops and Laptops running macOS or Windows operating systems (highly recommended).
  • To check the supported Operating System versions for macOS, opens in a new window.
  • To check the supported Operating System versions for Windows, opens in a new window. 
• Smartphones/Tablets (Android/iOS/iPadOS)
  • To check the supported Operating System versions for Android, opens in a new window.
  • To check the supported Operating System versions for iOS/iPadOS, opens in a new window. 

Please note: Although it is possible to access the service using a mobile device such as a smartphone or a smaller form factor tablet, Desktops or Laptops are recommended for an optimal experience.

Web browsers compatible with myAccess are the latest versions of the following:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Safari (macOS)

Please note:

• It is recommended to save all datasets required into your H: Drive, which is easily accessed via the myAccess File Manager Application.
  Refer to the myAccess File Manager – How to save and access your dataset guide, opens in a new window for further information.
• Be mindful when using mobile data (3G/4G/5G) or on a metered data connection as using myAccess may consume large amounts of data.  
• Ensure your network connection is not being used for anything else such as video streaming services or downloads for an optimal experience.

How long will it take to access the service via my personal device?

The time it takes to access an application via the myAccess service is dependent on the type of Bandwidth and speed of the internet/Wi-Fi connection you are accessing to open the relevant application. Each user experience may slightly differ.
 

Can I download and install other software in the myAccess environment?

While you are able to download files, you will not be able to install any applications within the myAccess service.

What do I need to do to access the service?

For more information on how to access the service, go to the User Guides, opens in a new window for instructions on how to install or reinstall the Citrix Workspace app for your device.

Can I open an application on multiple devices?

No - when attempting to access the same application on multiple devices, the application will only be active on the most recent device that you open it on. 

The myAccess system will automatically attempt to reconnect you to your existing session, as long as it hasn't been more than 2 hours since you last used the application in question.
 

How many applications can I have open?

You can have multiple applications open on a device.

What happens if I leave the myAccess session idle?

When accessing the myAccess service from an iOS/iPadOS or Android device, you may not see a timeout message. 

If you leave your myAccess session idle for 1 hour, you will be automatically disconnected from the session. If your myAccess session remains idle and disconnected for 2 hours total, your session will then automatically end and you will lose any unsaved data. 

It is recommended to save your data to the H: Drive (starting with your zID), although you may also use C: (local drive) and/or external drive/s connected to your device. 

Do not save your data to ANY other location, as your data will be lost when you log off an application. 
 

How do I access my Dataset within an application?

When trying to access your dataset within an application you will be provided with a number of options which include:

• H: (UNSW Home drive)
• C: (local drive)
• D: (locally available storage)
• External drive/s

We strongly recommend that you save your dataset to H: (your UNSW Home drive). As myAccess is on the same network connection as your H: Drive, when accessing your dataset, the speed of myAccess won't be dependent on the speed of your individual connection. Users have recorded significant increases in the speed of myAccess applications when using datasets saved to their H: drives. The other benefit of saving datasets to your H: drive is that if, for any reason, your myAccess session disconnects, you won't lose any data as long as you reconnect within 2 hours.

To make it easier for you to move files and folders to your H: Drive, we have published a File Manager application in myAccess. When you open the File Manager you will see your H: drive even if you haven't previously mapped it.  Simply browse for your dataset and copy this to the H: drive.
 

Can I access my Datasets from Moodle or OneDrive?

You cannot directly access your Moodle datasets from within the myAccess service. It is also not currently possible to directly access your data stored in your UNSW OneDrive account within the myAccess service.

You are able to download your datasets to your computer and then upload them to your UNSW Home Drive (also known as your H: Drive which starts with your zID). Once you have saved your datasets to your H: Drive you will be able to access your datasets via myAccess remotely. 

For further information on how to upload your dataset to your H: Drive to use on myAccess, please refer to the myAccess File Manager - How to save and access your datasets, opens in a new window guide. 

For larger datasets (20MB or above), it is recommended that you connect to the campus network to to perform file transfers. 
 

What if I need more storage for my H: Drive?

If you need more storage for your H: drive, please contact the UNSW IT Service Centre, opens in a new window. 

Please ensure that you provide your zID, name, contact details (email and phone) and application/s that you are using (also include the Faculty/School and the course that requires extra storage for the application/s). 
 

Can I save files?

Yes, you can save files. When you try to save your data, you will be presented with the following options:

• C: (local drive)
• H: (UNSW Home drive)
• D: (locally available storage) - Do Not Save Here! 
• USB / external drive