Troubleshooting
Where do I find my lab?
Your lab opens from your personal access page. Reach it from the link in the email you received or, where your organisation signs you in with its own account, from My labs after signing in. If the email has not arrived, check your spam folder.
My lab shows as Upcoming or Being prepared
An upcoming lab opens when its start time arrives. Being prepared means its machines are still being set up — come back in a few minutes.
The page says my lab environment is unavailable
The lab has ended, its usage limit has been reached, or it has been removed. Only your trainer or the organiser can extend it.
I cannot connect at certain times
Some labs can be used only during set hours. If yours is one of them, the hours are listed on your access page; outside them the desktop refuses the sign-in.
The desktop could not be reached
Wait a minute and press Connect again — a machine that has just started may need a moment. If it keeps failing, your network may be blocking the connection: the desktop is streamed over a secure web connection (WebSocket), which some company networks, proxies and VPNs block. Try another network, such as a phone hotspot.
Which browser should I use?
A current version of Chrome, Edge or Firefox. Nothing needs installing, but JavaScript must be enabled.
My session ended on its own
A session ends when the lab's time runs out, when the same desktop is opened in another tab or on another device, or when the network drops. Press Connect to return to it.
The keyboard is stuck in the desktop
Once you click into the desktop it receives every key, including Tab. Press Ctrl + Alt + Shift, or click outside the desktop, to get back to the page.
Copy and paste does not work
Text you copy on the access page reaches the desktop straight away. For text copied in another application, come back to the page and allow clipboard access if the browser asks. Text copied in the desktop lands on your own clipboard while the page is in focus. Only text is transferred — not files or images — and your organisation may have switched copy and paste off.
The desktop is too small or blurry
The desktop follows the size of the window. Use Full screen, or enlarge the window and give it a moment to adjust.
Signing in to the machines inside the lab
You are signed in to the desktop automatically. The machines inside the lab may use accounts of their own — check the lab instructions or ask your trainer.
Still stuck?
Contact your trainer or the organiser of the lab, and tell them the lab's name and when the problem started.