Appgate Quick Reference

Note: At this time, AppGate can only be used if you have already downloaded and installed the AppGate software.

AppGate can no longer be downloaded and installed for new users as it has reached its maximum number of users.

If you are supporting critical services during the COVID-19 pandemic and still require remote access, please contact your supervisor for alternate remote access options.

How to Access the ESDC Network via AppGate

This guide will help you connect your home computer to the ESDC network so that you can access your work computer remotely.

Critical instructions for users of this document

To help ensure NSD prioritizes remote connection issues for critical service operations, please read the instructions carefully and refer to the Technical Support at the end of this document before calling NSD.

Requirements before you get started

  1. In order to connect, you must have a home computer running Microsoft Windows or Mac OSX and your computer at work must be powered on.
  2. Please ensure your work computer is on prior to leaving the office. If you need help confirming remotely if your work computer is on, please contact your supervisor.

Connecting to ESDC using AppGate

  1. Double-click the AppGate Client 11.2.2 icon on your desktop or Mac Applications Folder in order to launch AppGate. You might receive an error message saying Can not write to hosts file. Click on OK to proceed.
    1. In the Server field, enter srv100.services.gc.ca if it is not already there, and select the Radius method of authentication from the Method drop-down list.
    2. Enter your ESDC Windows username into the User name field (i.e.: firstname.lastname).
    3. Enter your ESDC Windows password into the RADIUS field and click the OK.
  2. After clicking OK, you maybe prompted with a message stating that This seems to be the first connection to… Click OK again to proceed.
  3. If you have forgotten your ESDC username and/or password, please contact the National Service Desk.
    see definition below
  4. You will be prompted to enter a response from your Entrust eGrid paper.
  5. For users with an Entrust eGrid: Enter the three (3) characters found at the grid locations listed in the pop-up window. The characters are not case sensitive.
  6. For users of an Entrust Soft Token: Enter the eight (8) continuously refreshing numbers displayed on your smartphone.
  7. After entering the Entrust eGrid/Soft Token response, you will see a computer icon with a name listed below it. Double click on this icon to connect to your work computer.
    1. If you see a Window warning that The publisher of this remote connection cannot be verified, please click Connect to proceed.
    2. If you are prompted to Enter your credentials or that Your credentials did not work, please use your full ESDC email address as the username and/or your regular Windows ESDC password to proceed.
    3. You may have to click on More choices and then Use a different account in order to enter your full ESDC e-mail address.
    4. If you are prompted that The identity of the remote computer cannot be verified, click on Yes to proceed.

Alert: compliance with network policies, guidelines and standards

Employees must comply with the network policies, guidelines and standards issued by the Treasury Board and ESDC, including Policy on Acceptable Network Device Use and ESDC Portable Storage Devices Directive.

Please also note that Skype Audio/Video Connections are not available when using AppGate.

Technical support for remote connections

The National Service Desk (NSD) is expecting an extremely high volume of calls as the number of new AppGate users increases substantially in order to maintain critical services to Canadians during the COVID-19 Pandemic.

During this time, the NSD will prioritize resolving remote connection issues for employees whose roles are considered “critical” for service operations to Canadians. To help reduce the volume of calls and ensure the NSD prioritizes critical service workers, please follow the instructions below before contacting the NSD:

If you are unsure whether your role is considered “critical,” please contact your supervisor to confirm whether you should be connecting to the ESDC network remotely, before contacting the National Service Deck.

Please also try restarting your home computer and following the instructions once more before contacting NSD.

National Service Desk helpline: 1-800-268-0408.