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Remote access on Windows

Follow these steps if you have a personal Windows device, and want to connect to a virtual desktop (VDI), or to a desktop PC which is located in the Fidelity office.

You will be required to install three items:

  • the latest Citrix Workspace app,
  • the Zoom VDI plugin, and
  • an Endpoint Analysis software;

You will also need to use Microsoft multi-factor authentication, to ensure you are who you say you are.

We recommend using the latest version of Microsoft Edge, or Google Chrome, when connecting to

Things to check before you get started

First, ensure your personal laptop has up-to-date anti-virus software which is approved by Fidelity. Without this, you will not be able to connect. Click here for the list of supported anti-virus software.

You will be required to confirm your identity through a form of multi-factor authentication. Please ensure you have this, such as the Microsoft Authenticator app, set up beforehand. Find out more about this, and other initial setup steps, in our new joiner guide.

Install the Endpoint Analysis software

This checks that your device is secure before you can use remote access.


In your internet browser, go to, or from here click on the Fidelity logo which will bring you back to the landing page. 

Select the region closest to your current location.

On your first visit, the website will check for the Citrix Gateway Endpoint Analysis software. This checks that your system is safe to use for remote access. This takes around 15 seconds.

Note that, if you click 'Skip' you will be required to retry by clicking 'Try Again'.


Once the timer has elapsed, a 'Download' button will appear. Click this download button to get the installer.

Once downloaded, locate the download file using Windows Explorer and open it (or click 'Open File' on the file link at the bottom of your browser screen).

Click the ‘Install’ button.

The Citrix Gateway Endpoint Analysis software will then proceed to install. Click the ‘Finish’ button to proceed.

Finally, close your internet browser to ensure the install has completed fully.


Install the latest Citrix Workspace app

This is the app that lets you access your device remotely, by showing it on your computer screen.


Navigate back to, and click on the link for ‘Download the Citrix Workspace app’.

This will bring you to the Citrix website.

Click the link under ‘Workspace app for Windows current release’ to start the download.


Open the CitrixWorkspaceApp.exe application that is downloaded.

When the installer has launched, you may be prompted to allow changes to your computer. If so, click ‘Yes’.

When the installer launches, follow these steps:

1. At the welcome message, click ‘Start’.


2. On the license agreement window, tick the "I accept the license agreement" box and then click ‘Next’.

3. On the ‘Enable Single Sign-on’ window, simply click ‘Next’. Do not select the option to enable single sign-on.


4. On the ‘App protection’ window, simply click ‘Install’. Again, do not select the option to enable app protection.

5. The installer will then begin to install the Citrix Workspace App.

6. When the installation is complete, click ‘Finish’. Do not click on ‘Add Account’.


You may see the Citrix Workspace Add Account dialog. If you do, tick the ‘Do not show this window automatically at sign-in' box and click 'Close'.

It is recommended to restart your computer after finishing this installation.

Install the Zoom VDI plugin

This allows you to access Zoom audio and video seamlessly when using remote access.


Navigate back to, and click on the link under ‘Download the Zoom VDI plugin’ to start the download.

Locate the download (or open the file link at the bottom of your browser window) and launch the installer.

Follow the prompts as shown to install the Zoom plugin. Install it to the default location as prompted.