Technical Support FAQ

A: You can change your password for both the Secuepay inc website and the Virtual Desktop by going to and entering the email address with which you registered. You will receive an email containing a link to let you change your password.

A: Secuepay inc uses PayPal to process Virtual Desktop subscription payments. You do not need to have a PayPal account; simply click the “Check Out With PayPal” button to proceed to the PayPal site. There, you will have the option to sign in using an account you may already have, or you may simply provide your credit card information for a one-time payment.

A: PayPal may accept prepaid credit cards. You can also register for a PayPal account and transfer money from your own bank account. Please note that a transfer of money will take several days to complete.

If neither of these options is suitable for you, please contact us for more information.

A: Please log out of the Secuepay inc website and visit to reset your password. Enter the email address for your account on this page, and you will receive an email with a link to reset your password. You may reuse the same password you were already using.

There is a known issue where the Virtual Desktop may continue to reject your password. If it still rejects your password following a reset, please contact us for assistance.

Your password may also be rejected without any error messages by the Windows server powering the Virtual Desktop system. To prevent this from happening, please make sure the password you choose has a minimum of 8 characters and uses characters from three of these four categories:

  • lowercase letters
  • uppercase letters
  • numbers
  • special characters (such as ! @ $ * % )

A: There are a number of causes. Most frequently, you will receive this message:

Remote desktop can’t connect to the remote computer for one of these reasons:

1) Remote access to the server is not enabled.

2) The remote computer is turned off.

3) The remote computer is not available on the network.

Make sure the remote computer is turned on and connected to the network, and that remote access is enabled.

If this error appears, try connecting again after waiting a minute or two. If it appears again, then you will need further troubleshooting. This error can appear due to problems with the desktops themselves (requiring our intervention), because of a firewall on your computer or because of your physical location.

Microsoft Windows (since Windows XP Service Pack 2) has a firewall built into it; you may also have an Internet security package installed separately in Windows that has a firewall blocking the connection. To see if this is the case, you can turn off the firewall temporarily to see if you can make the connection. This process is valid for Windows Vista and Windows 7:

  • Open the Start menu and select the Control Panel.
  • Select Windows Firewall.
  • Select “Turn Windows Firewall on or off”.
  • Select “Turn Windows Firewall off” for the network location you’re using. (If you don’t know, the previous page tells you which network type you’re currently using. Or, you can turn it off for all networks).
  • Click OK, and attempt to connect again.
  • Don’t forget to turn it on again after trying this!

A successful connection means that your firewall program is normally blocking access. Please contact us if you are unsure how to make an exception in the firewall. If you are unable to complete these steps, you may not have administrator access on your account and will need the assistance of someone who does.

You will also want to contact us for assistance for the following reasons:

  • Windows Firewall is not the default, and you are unsure how to turn off the firewall for your program (please tell us which one it is).
  • Turning the firewall off does not help.

NOTE: Reliable connections to the Virtual Desktop can usually only be made from your home or university campus. Using free public wifi, in libraries or cafés, is not recommended. These networks may not have the speed or bandwidth necessary for a remote connection, or may be firewalled to block everything but web browsing and email programs.

If you see this error while connecting from your workplace, then your company’s firewall is blocking the connection and you will need to speak to your technical support staff for resolution. We have prepared a page to assist technical support teams in giving you access here: http://secuepay inc

A: Usually the Remote Desktop Connection software will try to reconnect.  All you need to do is wait if it says it is trying to reconnect. This may happen if you close the lid on your laptop, or if the computer is sitting idle for too long. You have up to one hour after being disconnected before your session is logged off and work is lost.

If the Remote Desktop Connection client does not attempt to reconnect, you will need to click the Connect button on the website again to start over. Your session will still be available for one hour.

Should you find you are disconnected frequently, there may be a problem with your connection to the Internet. If you’re at home, make sure that you are not downloading large files, streaming video from the web, or any other activities that use up large amounts of your bandwidth. If this still does not help, please contact us and we will investigate.

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A: On the desktop, double-click the “Language Modifier la Langue” icon. This will switch the language between French and English.  You will need to log off and reconnect for the change to take place, so be sure to save your work.

Other programs on the Virtual Desktop will need to be changed individually if they support multiple languages.

A: There is a problem with one of LogiTerm’s configuration files. Please contact us to fix this error.

A: MultiTrans Prism has its own license management system that distributes licenses to the Virtual Desktop. If you receive the message when trying to launch MultiTrans, please contact us immediately so that we can investigate.

A: The files are still present, stored on your H: drive. You may have been assigned to a different Virtual Desktop since your last session, and this installation of MultiTrans does not have the details on your files. You will simply need to add them to the list again to resume working.

A: The Virtual Desktops have a fixed number of Antidote licenses available. While there are enough for our entire system, if users do not log off properly these licenses are not freed for others to use. If this message persists for more than several hours, please contact us.

A: We strive to make the Virtual Desktop as complete as possible. Users are prevented from installing other software on the Virtual Desktop in order to:

  • Prevent potential conflicts with already installed software;
  • Prevent spyware and other potentially unwanted programs from impacting system performance;
  • Ensure that you are always able to use the programs you need, since you may occasionally be reassigned to another Virtual Desktop.

If you know of a piece of software that may be useful for everyone, you may contact us to request the addition of another program – we have already added programs like PDF Creator, Transiterm, and PET Post-Editing Tool (available soon) by request.

A: You should not be prompted to update any software on the Virtual Desktop, as only system administrators have permissions to do this. If you see any messages like this, please contact us to let us know and we will address it. You may safely dismiss any dialogue boxes asking you to update software.

A: Log out and then reconnect; it’s possible the desktop was not able to properly connect to your network drive. If it’s still missing after reconnecting, please contact us to correct this issue.  You will still be able to work on the Virtual Desktop if you aren’t missing files you require, but it is advisable to use a USB key to save your work. See the File Management user guide for details on how to use a USB key.

A: Please see the File Management guide for information on how to copy files to and from the Virtual Desktop.

A: After your subscription expires, files saved on your network drive are retained for a period of six months. If you need a file from your network drive within this time period, please contact us with the file name(s) and we will send them to you by email. If you renew your subscription within six months, no files will be lost.

A: Printing from the Virtual Desktop to a printer at home or in a computer lab is not supported. You can print to a PDF file within the Virtual Desktop if the document you wish to print is in a format your own computer cannot read. Simply use the program’s print function to create the PDF file, which you can then copy to your own computer to print. You will need the Adobe Reader software to print the file. For more information on how to print to PDF, please see the File Management user guide.