This article contains frequently asked questions about getting started and accessing web applications on your device.
Getting Started on Windows 10
Why won’t my Windows 10 device connect to a wireless network? Why has my device disconnected from a wireless network?
Check that your device is not on airplane mode (sometimes this is a physical button on the machine). Check your network settings to make sure your machine is connected to either a Wi-Fi network or an Ethernet cable. Some Windows 10 devices will come with a 4G sim card, in which case they will function like a mobile phone and will not require you to connect to Wi-Fi.
Why is my device not turning on?
If your device is not turning on, it could mean that the battery is drained. In this instance, you should plug in your device to a power socket. If your machine is still having issues turning on, there may be a hardware issue and your device will need to be replaced. Please contact the ATOS Support Desk by emailing [email protected].
How do I switch/connect to a wireless network?
Please follow the steps below to switch your Wi-Fi connection.
- Open the Settings app
- Click ‘Network and Internet’
- Click ‘Wi-Fi’ from the dropdown menu
- Click ‘Show available networks’
- Select the network you wish to connect to
- You may need to enter a password for the Wi-Fi network to connect. You should be able to access this locally
What applications are pre-installed?
Google Chrome and Microsoft Edge browsers will be pre-installed on the Windows 10 device. Other applications, such as Adobe PDF reader, Outlook and other Office 365 applications will not be installed on the device (including Microsoft Word, PowerPoint and Excel).
PDF files should open in a web view, but there are some scenarios where the PDF file will be downloaded to the ‘Downloads’ folder. In this scenario, you can open the file in either the Google Edge or Google Chrome browser. Office 365 applications will be available by logging into the NHSmail portal.
You will also be able to access three web applications/websites from your desktop or via your web browser, including OcularOutcomes, Outcomes4Health and PharmOutcomes.
Can I access NHSmail on the device?
Outlook will not be installed on the Windows 10 device. If you need to check your outlook/email, you can do this via the Internet using the web browser.
Why can’t I add browser extensions?
As part of the baseline security policy, you will not be able to add web extensions when you browse in Incognito mode or as a guest.
Why can’t I install applications?
As part of the baseline security policy, downloading and installing applications has been disabled. You will see the following message:
Why won’t my files open locally?
The file may be trying to open in an application which is not installed locally on the machine (e.g. an Excel file). Office applications are not installed on the device. Please use web browser alternatives if required.
Is VPN Connectivity required?
No, VPN connectivity will not be required to login to your device or to access web applications.
Why can’t I open PDFs?
Adobe PDF reader is not pre-installed on the device. Users will have the ability to download PDFs to their ‘Downloads’ folder as required by some web applications. When attempting to open the PDF, it will open in the Edge browser. Users can then choose to open a PDF in Google Chrome browser by right clicking the file and selecting ‘Open with Google Chrome’.
Why can I only use In-Private or Incognito browsing mode?
As part of the baseline security policy, In-Private or Incognito browsing mode will be used to prevent data from being saved in the browser since this is a shared device.
Why can’t I enable Windows Hello?
Windows Hello is turned off by design. To login to your Windows 10 device please use your NHSmail username and password. These devices are configured to only be used with your NHSmail username and password.
Accessories (External Devices)
Why can’t I connect to an external drive (SD Cards, USBs, Phones)?
As part of the baseline security policy, connecting to external drives has been disabled. You will not be permitted to use any accessories to transfer or store data. Accessories which are required to access web applications will be listed so that they can be used.
Can I connect a barcode scanner to my device?
Barcode scanners have been authorised in the Windows 10 build. This should allow you to connect to these devices. If you are having any issues with getting these connected, please contact the ATOS Support Desk by emailing [email protected].
Why can’t I connect to a printer/why can’t I print?
As part of the baseline security policy, connecting to printers has been disabled. Only administrators will have permissions to add devices.
Can I charge my phone?
As part of the baseline security policy, connecting to external devices has been disabled. If you try to connect your mobile phone to the Windows 10 laptop to charge, this may not work.
Account Access
How do I reset my password/unlock my account?
If you have forgotten your password, you will need to use the self-service password reset feature within the NHSmail Portal. To use self-service, you must know the answers to your security questions and have a mobile number set within the profile section of your account (you must have access to this mobile).
If you try to use the ‘CRTL+ALT+DELETE’ shortcut, you will not be able to successfully update your password.
If you are unable to use the self-service password reset feature, please contact the ATOS Support Desk by emailing [email protected], who will be able to redirect you to your Local Administrator for NHSmail to reset your password.
What are the password requirements?
The NHSmail password policy is in line with National Cyber Security Centre (NCSC) guidelines. For more information please visit this site.
I don’t have an NHSmail account to login to my laptop for the Vaccine Programme. How do I get an account?
NHSmail credentials (nhs.net username and password) will be required to login to your device. You should have received a welcome email with your nhs.net account username, and a text message on the mobile phone number that was supplied for activating your account containing your password. If this is not received, please contact the ATOS Support Desk by emailing [email protected].
How do I change my username (name change)?
If you need to change your username, please contact the ATOS Support Desk by emailing [email protected], who will be able to support you.
Why can’t I save my login details (username or password) in my web browser?
Login details will not be automatically saved during browsing sessions. This will prevent users from accidentally accessing someone else’s account since these are shared devices.
I no longer need an account. How do I disable my account?
Please contact the ATOS Support Desk by emailing [email protected] to get your account disabled.
Sharing Devices
I’m using a shared device. What do I need to think about when using shared devices?
Remember to log out of the machine if you are on a break and once you have finished to allow other users to begin using the device. Avoid downloading and saving any files locally to the device; if you do need to save something locally such as a PDF, please remember to delete the file(s) once you have finished. If you delete the file, remember to also empty the recycle bin. Alternatively, the following shortcut will permanently delete a file from your files and recycling bin ‘CTRL + Shift + Delete.’
Please also wipe down the device once you have finished using with a disposable wipe.
Can I lock my device if I am sharing it?
If you have finished working on a device or plan to take a break, you must:
- Sign out of any applications
- Close all browser tabs and windows
- Sign out of the device so that other users can log in
Can I use my device for personal use?
Please do not use these devices for any personal business such as online banking, social media, etc.
Can I personalise my device (e.g. update settings)?
Personalisation settings made while logged into the device will not be visible by other users once they have logged in. If there are any accessibility changes which you require such as changing the language, then you will be able to make the changes while you are logged into your account.
How is my data protected whilst sharing my device?
When using a shared device, it is important to ensure data from one user does not become available to anyone else. Each user will be required to login to their own nhs.net account whilst using a shared device. Users are restricted to using private browsing sessions to prevent login credentials from being saved to the machine. For example, InPrivate browsing in Microsoft Edge or Incognito browsing in Google Chrome.
My device is asking for a BitLocker recovery key. What do I do?
All Windows 10 devices will be encrypted without a BitLocker pin. When the device powers on you will only be asked to enter your nhs.net credentials once. If you are prompted to provide a BitLocker recovery key, please contact the ATOS Support Team by emailing [email protected].
Troubleshooting
Why is my device crashing/blue screening?
If your device is crashing and blue screening regularly, there may be a hardware fault with your machine. Please contact the ATOS Support Desk by emailing [email protected] to get this further investigated. If this is a hardware fault, the device will need to be replaced.
Getting started with iOS
Why can’t I enable biometric authentication (FaceID or TouchID)?
Biometric authentication (TouchID/ FaceID) has been disabled. The iPad will be pre-configured with a guest account which will not require credentials/pin code to login.
Why can’t I sign into my Apple ID?
As part of the iOS build this has been locked down, devices will come pre-configured with Guest accounts
How do I switch / connect to a wireless network?
Please follow the steps below to switch your Wi-Fi connection.
- Swipe down from the top right side of the screen to open the Control centre
- Click “Wi-Fi” from the menu
- Select the network you wish to connect to
- You may need to enter a password for the Wi-Fi network to connect. You should be able to access this locally
Why won’t my iOS device connect to Wi-Fi? Why has my device disconnected from Wi-Fi?
Check that your device is not on airplane mode, you can do this by opening the Control Centre. Swipe down from the top right side of the screen to open the Control centre. Check your network settings to make sure your device has Wi-Fi enabled and is connected to a Wi-Fi network.
What applications are pre-installed?
Google Chrome will be pre-installed on the iPad. All other applications including the stock Apple apps will not be installed on the device.
Can I access my outlook / email on the device?
Outlook will not be installed on the device. If you need to check your outlook / email, you can do this via the Internet using the web browser.
Why can’t I install applications from the app store?
Downloading applications has been disabled in the iPad build.
Why can’t I access the camera?
Camera access has been disabled in the iPad build.
How do I access web applications (Sonar, Pinnacle)?
Web applications will be accessible through the Google Chrome browser.
Why can’t I create automations/ shortcuts?
As part of the iPad build this has been disabled.
Why can’t I access the iTunes/ App store?
As part of the iPad build this has been disabled.
Why can’t I download/play local media? (Apple TV, Apple Music)
As part of the iPad build this has been locked down. However, media content will still be playable through the Google Chrome browser.
Why is the settings app hidden?
As part of the iPad build this has been hidden. The Control Centre is still available which enables you to make network changes.
How I enrol my iPad into Intune?
iPad’s have already been enrolled into ABM (Apple Business Manager). They have been preconfigured to be business devices with guest accounts created to meet NHS policies and requirements.
Why can’t I access Safari?
As part of the iPad build this has been hidden. Google Chrome Browser has been pre-installed on the device. It is recommended to use Google Chrome browser as this supports a wider range of NHS applications.
Why can’t I use Siri? (Dictation, voice assistant etc)
As part of the iPad build this has been disabled.
Why can’t I change the keyboard language?
As part of the iPad build this has been disabled.
Account Access
How do I login to the device?
iPad’s will be pre-configured with guest accounts, which will prevent the need for a pin or password. Instead you will be able to tap the “Guest” icon on the lock screen to enter device.
How do I enrol my iPad?
You should not be required to enrol the device. When you power on the device for the first time you will be asked to connect to a Wi-Fi network. Once connected the iPad will begin downloading and configuring necessary policies and settings.
Why can’t I connect accessories (USB)?
As part of the iPad build this has been locked down.
Will I be able to Screen recording/ screenshot?
As part of the iPad build this has been locked down.
Will I be able to reset the device to factory settings?
As part of the iPad build this has been locked down.
Will I be able to use an e-Sim?
You will be able to use an e-sim however, you will not be able to make any modifications in the settings app.
Accidents & Emergencies
What should I do if I have lost, broken or damaged my device?
If you have misplaced your device immediately report this to the ATOS Support Desk by emailing [email protected], so that they can get the device wiped. If you have broken or damaged your device, please contact ATOS Service Desk so they can assist.
For any other issues or queries, please contact the ATOS Service Desk who should be able to help resolve it.
