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The UVA Hive

Answers to Frequently Asked Questions (FAQs)

FAQs about the Hive

General Hive Questions & Answers

Troubleshooting the Hive Questions & Answers

Answers to Frequently Asked Questions (FAQs) about the UVA Hive

Logging In & Out of the Hive

How do I connect to the Hive the first time?
Follow the instructions appropriate for your operating system:
How do I log out of the Hive?

Double-click the Logoff icon on the desktop and you will be logged off/out from the Hive.

Note: If your session is inactive for 30 minutes, you’ll be automatically timed out and logged off.

What is my username, password, and domain to log into the Hive?
  • Username: your Eservices computing ID (your UVA computing ID)
  • Password: your Eservices password (Don’t know this password? It’s often the password you use for your other UVA computing accounts, but you can (re)set it if needed.)
  • Domain: Eservices (Select from the dropdown list if not already selected.)

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Hive Software

How do I open the software program I need in the Hive?
  1. Once you are logged into the Hive successfully, you’ll see the Hive desktop, 00_Hive_All_Apps. Select it, click Continue, and after the Welcome screen, you will see the desktop of your virtual computer, a Windows 7 machine.
  2. To launch the software you want to use, simply click the Start button in the bottom lefthand corner of the screen, then click on All Programs from the Start menu to see all the software titles available.
  3. Select the name of the software title you want to use, and double-click to open. (Check the list of specialized software offered in the Hive to be sure the title you need is offered virtually.)
Are there any usage restrictions for software on the Hive?
Some software packages have usage limitations—for example, some license restrictions prohibit use of the software in the Hive for conducting research. Other software titles may have limits how far away from UVA you can be when using them. In either case, you will see a pop-up message warning you when you launch an affected application.
Can I request software be added to the Hive?

Many instructors currently request that software specific to their courses be installed in ITS public labs and classrooms; software can be added to the UVA Hive following the same procedure. Note, however:

Email hive-support@virginia.edu for answers to software installation questions.

How do I know whether the software I need is offered in the Hive?

Check the list of specialized software offered in the Hive.

If the software you’re looking for is not listed, it may be available for download from the UVA Software Gateway.

Why can’t I find the Hive software program I need to use?

First, be sure the software program is still offered on the Hive (double-check the Hive’s list of specialized software to be sure it is listed there, with no caveats such as an ongoing licensing dispute).

If the software you’re looking for is not offered on the Hive, and it is for a class, check with your instructor. The software may be available for download from the UVA Software Gateway instead.

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Saving & Printing in the Hive

Can I save my individual Hive profile and preferences from one session to the next?
No, individual profiles cannot be stored at this time. Due to space limitations and security concerns, virtual desktops are discarded after each Hive virtual session ends.
How and where do I save my Hive work?

To ensure your work is retained after you log off the virtual machine, save your work someplace other than the virtual desktop itself (the C: drive). If you fail to do this, you will lose your work! You can save to:

  • Your UVA Home Directory Service account (the J: drive); or
  • Your UVA Box account (just upload your files into the UVA Box web interface); or
  • Your local hard drive (for most students, the Z: or Y: drive); or
  • External media such as a CD, DVD, or USB device (like a flash or thumb drive), which you have inserted into your computer.

Warning: If you log out before saving it to one of these locations, you will lose your work! Also, save frequently—at least every 25 minutes or so—because your session will time out and you will lose your work.

How do I print from the Hive? Can I use my own or a UVA printer?

In general, printing to a local printer from the Hive is unsupported. Because of the vast number of printers in the market, it is not feasible for the Hive to work with every type of printer. It may work for you, though; if you would like to try it and see:

  1. Select “Print” from your program or application, the way you ordinarily would.
  2. When the Print dialog box appears, in the Select Printer window you will see a list of all available printers to which you can send a print job. If there are any supported printers installed on your own computer, they should appear in this list.
  3. Highlight the printer to which you would like to send your print job, and click on Print, or Click Apply and then click Print. (If you click Apply and then click Print, your printer selection will be retained for your current session unless you select another printer.)

If you are not able to print successfully to a local printer from the Hive, use one of the following workarounds:

  • Send your print job to a UVA printer instead. View instructions from UVa Printing & Copying Services.
  • Upload your files to your UVA Box account; save the file to your Home Directory (the J: drive), your local hard drive, or external media; or email your file to yourself. Then, print locally from there instead of from the Hive.
How long before my Hive session times out?
Your session will time out or log you off automatically after 30 minutes of inactivity. Make sure you save your work frequently to avoid losing it!
I lost my work when I logged off the Hive! What happened?
Anything you save on the Hive virtual machine during your session will be lost when you log off, so you should always be sure to save your work someplace else before you log off.

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The Hive and Your Local Computer

Can I access my computer’s local drive when I’m using the Hive?
Yes, you can access your local drive while using the Hive. In fact, the Hive has automatically mapped your local drives for you, starting with Z and going back up the alphabet. (If a drive letter is already in use, the mapping will skip that drive.) So, whenever you select the Z: drive (or the Y: or X: drive, as the case may be) in the Hive, you will actually be accessing your local hard drive! (Note: If you are having trouble seeing your local drives, try switching your display protocol to RDP.)
Can I change the resolution or screen size of the Hive?
No. This feature is not currently supported.
Can I copy and paste between the Hive virtual desktop and my own computer?
Yes, you can successfully copy and paste between your virtual session in the Hive and your own computer, but you must use the Microsoft RDP display protocol (directions for switching your display.)
How do I switch from the Hive virtual desktop back to my real desktop?

Your remote desktop connection is fullscreen by default. To change this so you can see your local computer too:

  • On a Windows computer: Simply double-click on the toolbar at the top of the screen that says the name of the Hive build, which will shrink the virtual desktop window so you can access your own computer. You can then drag the Hive’s virtual desktop window to your desired size. Or, you can just press the Windows key on your keyboard, next to the left Control key, which will also bring your own computer desktop to the front and minimize your virtual session. (Repeat to switch back.)
  • On a Mac: Go under View in the toolbar at the top and select Full Screen.
I’m bringing a computer from another country and can’t get the Hive to work. Why?
The Hive only supports U.S. versions of operating systems, not natively foreign language OSes (like German, Dutch, or Chinese).

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General UVA Hive Questions

Can everyone use the Hive?
UVA faculty, staff, and students can use the Hive. You must use your UVA computing ID and Eservices password to log into it. (Don’t know this password? It’s often the password you use for your other UVA computing accounts, but you can (re)set it if needed.)
Where can I use the Hive?

You can access the software you need through the Hive from home, or from anywhere else you have an Internet connection! (Some software packages may have restrictions on how far away from UVA you can be when using them—you will see a pop-up message warning you if this is the case.) If you and your friends need to work together on Grounds, formal and informal collaboration spaces are available across the University.

What is the difference between the RDP and PCoIP protocols in the Hive? Why do I choose one over the other?

The primary advantage of PCoIP is speed and display quality. The primary advantage of RDP is that drive redirection is available. Neither is “better”; they are just different:

Use PCoIP if any of the following are true for you:

  • You want to display better quality graphics, video, and sound.
  • If you are willing to use Home Directory or UVA Box for saving files instead of locally on your computer. (File transfers from the Hive to your Home Directory will be much faster, and your local drive is not available on PCoIP).
  • If bandwidth is not a problem because you are on a high-speed connection.
Use RDP if any of the following are true for you:
  • If graphics, video, and sound quality are not an issue.
  • If you want to access files that are on your own computer. (File transfer speeds can be slow, however.)
  • If you have limited bandwidth because you are on dial-up or a slow DSL connection.

Your connection setting display protocol will remain whatever you chose in the future unless you change it. See also how to switch your connection between RDP and PCoIP.

Where do I direct feedback, questions, or suggestions for improving the Hive?

ITS welcomes suggestions for improving our services. Please direct your comment to the UVA Help Desk (via phone, chat, email, or help request form) and they will route it to the appropriate ITS staff to respond to you.

Will I get advance notice of times when the Hive won’t be available?

ITS notifies our users in advanced of planned downtimes for our services, including the Hive. In case of unplanned downtimes, you can check Systems Status, if you suspect an outage. To be sure you are notified in advance of any planned downtimes, subscribe to the System Status mailing list. (We also try to keep ITS’s Facebook and Twitter presences updated with unexpected outages, too.)

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Troubleshooting Hive Problems

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VMware View Client Installation Issues

I downloaded and installed the VMware View client but it's stopped working.
  1. You must be using a supported operating system (OS).
  2. You must be using the latest VMware View client installer, as it is updated periodically and older versions may perform less-than-optimally.
    • If you have an older version of the View client or installed the client using the Web Portal, uninstall the version you have.
    • Reinstall the latest VMware View client using the instructions appropriate for your OS.
When I try to install the VMware View Client, I get a VMware View Client error message “Error 1935. VC90.CRT.publicKey Token='1fc8b3b9a1e18e3b' .type='win32' .version='9.0.30729.1'.
processor/Architecture='x86'.
Please refer to Help and Support for more information.” What should I do?
Go to this Microsoft support article. Do “Method 2”; if these steps do not resolve the problem, contact the UVA Help Desk for assistance.

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Connection/Login Issues

When I try to connect to the Hive, I get the error “Failed to connect to the View Connection Server. The server provided a certificate that is invalid.” How do I fix it?

When you are logging into the Hive, double-check that your Connection Server is set to hive.eservices.virginia.edu.

If changing to hive.eservices.virginia.edu doesn’t fix the connection problem, please contact the UVA Help Desk for assistance.

I can’t get logged into the Hive. What could be wrong?
  • Make sure you are connecting with the latest Hive client and connection server name.
  • If you are receiving an error message that says "Unknown user name or bad password":
    • Be sure your user name and password are correct.
    • Be sure you are selecting Eservices as the Domain when logging in.
    • If this fails, reset your password.
  • If you are receiving an error message that says "Connect desktop failed" or "The display protocol for this desktop is currently busy processing a request. Please contact your system administrator," try closing out of the Hive, then restarting the VMware View client. When you re-log onto the Hive, try switching your display protocol to RDP.
  • If you are receiving an error message that says “You are not authorized to use this” contact the UVA Help Desk.
  • Check that your session has not timed out. The session timeout length is 30 minutes, so make sure you save your work frequently.
  • Make sure you do not have a VPN session running while connecting to the Hive. This can create slow, sporadic, or in some cases, no connectivity to the Hive.
  • Make sure your Internet connection is currently working. If you are off-Grounds, there might be issues with your ISP or somewhere in between, so test your Internet connectivity by going to, for example, the UVA website.
  • Check that you aren’t trying to access the Hive during a downtime. Advance notice will be provided before planned downtimes for maintenance. You may want to check System Status in case of an unplanned downtime. Or, just wait and try again later.
I get the error message “The View agent reports that this desktop is currently logging off a previous session. Please try again later.”
Your previous Hive session has not disconnected properly. Exit the Hive session and wait 30 minutes for your account to be reset. If this doesn't fix it, contact the UVA Help Desk for assistance.
I'm using a Mac to try and connect to the Hive and it's telling me "Untrusted View Connection". What can I do to fix this?
If you're using Mac OSX 10.10 or 10.11 when trying to connect to the Hive and you get the message "Untrusted View Connection", follow these steps to download the necessary certificates and then get connected.
  1. Download the certificate.
  2. Double-click on the intermediate-ca-chain certificate. Keychain Access will launch.
  3. You may be prompted to enter your credentials to modify the system keychain. Enter your credentials and click Modify Keychain.
    enter credentials
  4. You will now see Keychain Access. Double click the InCommon RSA Server CA certificate.
    double click the InCommon RSA Server CA
  5. Expand the Trust menu. Set the When using this certificate option to Always Trust. Close the window.
    expand the Trust menu
  6. If prompted, enter your credentials and click Update Settings.
    update settings
  7. Double click on the USERTrust RSA Certification Authority certificate.
  8. Expand the Trust menu. Set the When using this certificate option to Always Trust. Close the window.
    when using this certificate always trust
  9. If prompted, enter your credentials and click Update Settings.
    update settings
  10. Quit Keychain Access.
You should now be able to connect to the Hive.

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Desktop Issues

I get a black screen with no desktop or icons when I logged into the Hive. What do I do?
Your previous Hive session has not disconnected properly. Exit the Hive session and wait 30 minutes for your account to be reset. If this doesn’t fix it, contact the UVA Help Desk for assistance.
I’m having trouble accessing my local drives while logged into the Hive. What could be wrong?

First, be sure you are using the latest version of the client for your operating system. Older versions may not work correctly.

Second, check your display protocol, as mapping local drives does not work with PCoIP, only RDP. Try switching your display protocol to RDP. (See also what is the difference between RDP and PCoIP?.)

And if you don’t have the latest version of the MS RDP, that may be causing your problem, too, particularly if you are on a Mac. The latest version of the VMware View Client for Mac automatically installs the latest version of MS RDP, but it does not uninstall or overwrite any older MS RDP software installed on your machine. As a result, you may see an error message that “the install has failed.” The solution is to uninstall the older version of MS RDP from your Mac, before installing the latest client for Mac.

How do I switch my display protocol between RDP and PCoIP?
  1. In the connection window when you are first connecting to the Hive, click on the white, downward-facing, triangular arrow to the right of 00_Hive_All_Apps.
  2. In the dropdown, select “Display Protocol.”
  3. Select Microsoft RDP or PCoIP. Ensure RDP is selected if you would like to be able to access your local drives.
  4. Select Connect.
Your connection setting display protocol will remain whatever you chose in the future unless you change it. (See also what is the difference between RDP and PCoIP?.)

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Application (Software) Issues

Why can’t I find the Hive software program I need to use?

First, be sure the software program is still offered on the Hive (double-check the Hive’s list of specialized software to be sure it is listed there, with no caveats such as an ongoing licensing dispute).

If the software you’re looking for is not offered on the Hive, and it is for a class, check with your instructor. The software may be available for download from the UVA Software Gateway instead.

I'm getting a license error for the software I want to use. What should I do?
If you receive an error referring to a software package's license, please contact the UVA Help Desk.

  Page Updated: 2017-06-01