MyDesk FAQs

Do I need to install an anti-virus solution if I don't have one?

You must install and regularly update anti-virus software on any personal computer you use to connect with MyDesk Standard or MyDesk Shield. Microsoft Windows Defender is installed by default on Windows 10 and 11. Other options are also available from wide range of providers eg McAfee, Malwarebytes, BitDefender, etc with many of them also offering macOS support as well.

What are the Supported Operating Systems?

MyDesk Standard and MyDesk Shield are supported on the following non-corporate managed desktop operating systems:

Windows 10* and 11* on x86/x64 hardware.
macOS Catalina (10.15), Big Sur (11.X) and Monterey (12.X) on both Intel and Apple Silicon hardware
The MyDesk Standard is also supported on iPadOS 14 and above***.

* S Mode is not supported
** Physical smart cards are not supported on macOS. You must use a RSA token or the RSA mobile app.
*** MyDesk Standard on iPads does not support bi-directional audio

What peripherals are supported on MyDesk/MyDesk Shield?

All peripheral devices, headsets, printers etc. are supported on a best efforts basis when used on your personal computer. Advanced functional/capabilities of some of these devices may not work, such as smooth scrolling, middle mouse button clicks, etc. due to driver/application support.

How Do I Set Up MyDesk Standard?

  • Where can I download the latest version of Citrix Workspace App?
    The software is available from the MyDesk Standard main landing page: Credit Suisse - Welcome to MyDesk (credit-suisse.com) .

  • What are the supported browsers?

    Windows: Microsoft Edge and Google Chrome.
    macOS: Apple Safari, Mozilla Firefox and Google Chrome
    iPad Apple Safari only.

How Do I Set Up MyDesk Shield?

MyDesk Shield requires device enrolment along with installing a secure browser in order to connect through to the MyDesk portal.

  • How do I access the Device Enrolment Portal?
    How do I setup MyDesk Shield?

    • On your desktop’s standard browser e.g. Safari, Chrome, etc. go to the enrollment portal https://mydeskshield.credit-suisse.com .
      You will need either a CS Smart Card (Windows) or RSA token (macOS) to logon.

    • CS Smart Card holders on Windows devices should enable Optional Windows Updates under Settings | Update & Security | Windows Update | View optional updates.

    • Register your device by entering a descriptive device label and clicking the ‘Register’ button. Once your device is registered, ‘Download’ and ‘Un-Register’ buttons will appear.

    • Download the installer and follow the installation instructions.

    • To access MyDesk Shield launch the "MyDesk Shield" application in your program or applications menu.

  • How do I uninstall MyDesk Shield?
    Windows: You can uninstall MyDesk Shield by going to Settings | Apps.
    macOS: You can uninstall MyDesk Shield by running the MyDesk Shield uninstaller under your Applications folder

  • What is installed with MyDesk Shield software bundle?
    As part of MyDesk Shield bundle, it will install the Citrix Workspace Application, the Smart Card Drivers (Windows only) and MyDesk Shield browser. Once you have installed the package and rebooted, you will be ready to connect.

  • How can I revoke a MyDesk Shield license for a device that is lost, stolen or no longer in use?
    Login to MyDesk Shield Device Enrolment Portal and click on Un-Register button next to the device you no longer wish to use MyDesk Shield on. Click 'Yes' to popup Revoke License message.

  • Will I need to uninstall and reinstall MyDesk Shield in order to update it?
    No, MyDesk Shield will automatically download updates when they are available.

  • How many devices can I register for use with MyDesk Shield?
    You can register up to five devices for use with MyDesk Shield.

  • How do I optimise or improve my webcam, multimedia or audio experience?
    Please refer to the following link and select your appropriate operating system platform to install additional plugins to improve webcam, multimedia and audio experience.

How do I switch between MyDesk and my personal desktop session?

Move your mouse to the top center of the screen to bring down the Desktop Viewer toolbar and click 'Home' to return to your personal desktop. Click the 'Desktop Viewer' icon from the task bar to return to your MyDesk desktop session.

What is the maximum monitor display resolution supported in MyDesk?

The maximum display resolution is limited to 4094 pixels in either vertical or horizontal directions.

Will MyDesk Shield slow down my personal computer use?

MyDesk Shield will have no recognisable performance impact on your personal home computer. Resources on your personal computer are only used when you are in a MyDesk session.

How do I setup my personal computer to use Skype and audio with MyDesk?

Audio experience may vary depending on quality of your internet connection. For users of Credit Suisse virtual desktops we recommend that you install the Citrix Skype RTME plug-in on your home desktop

Windows Users: Before connecting via MyDesk, make sure your headset/microphone are selected as Default Devices for Playback and Recording. You can check this under Settings|System|Sound. After you connect to MyDesk and access your work PC, choose 'Permit Use of Microphone' if you receive the prompt: 'your virtual desktop is attempting to use your microphone'

Mac Users: Before connecting via myDesk, make sure your headset/microphone are selected as Default Device for Playback and Recording. You can check this under System Preferences|Sound. After you connect to MyDesk, you may receive the prompt 'Do you want to use your microphone and webcam with this virtual desktop?' Click Yes.

What do I do if I have forgotten/lost my smart card or RSA token?

If you do not have your smart card or RSA token, please contact Global Service Desk and ask for temporary breakglass MyDesk access. Click here to access the breakglass login page.

What do I do if my smart card or RSA token does not work and I cannot login?

If you are experiencing issues with your Smart Card or RSA Token, please contact Global Service Desk and ask for temporary breakglass access.

What do I do if my audio/video quality is poor on MyDesk Standard or MyDesk Shield?

Please check that you have gone through the Improve Audio/Video setup steps in the MyDesk Setup section.

How do I test my internet connection?

Click here to access the Speed Test tool, which will open in a new window. Click GO to start the test. Make note of your download results and return to this page.

What does the download speed test result mean?

The quality of your MyDesk experience is dependent on both the quality of your internet connection and the connection of your computer to your home router. Your download speeds, available bandwidth and the latency of your connection to the MyDesk gateways will have a direct impact on the quality of user experience (screen responsiveness).

The chart below can provide an indication of the quality of MyDesk experience you can expect based on your download speed results. Other factors can also influence your experience.

Speed Test Results Chart
Good Fair Poor
Download (Mbps) 15+ 5-14 Below 5

What can I do if I am getting a poor user experience ?

If you are getting a poor user experience on MyDesk, you should consider taking the following actions:

  • If you are on a home wifi connection you should consider reducing possible inference from walls, etc.

  • Consider connecting your computer directly to your internet router using an Ethernet cable.

  • Update the firmware of your home router or wifi access points if available.

  • Ensure your OS is up to date with the latest security/driver updates.

  • Check your internet bandwidth consumption on your home devices. You may want to contact your internet service provider to upgrade your connection if you do not have enough available capacity. Do note that 4G/5G home mobile broadband connection performance can be dependent on cell tower reception and capacity issues.

What do the other speed test results mean?

  • Ping -- Reaction time of your connection, how fast you get a response after sending a request, measured in milliseconds. Fast ping (low ms value) means you have a more responsive connection.

  • Jitter -- Measures stability of your connection. The lower the jitter (ms) value, the more stable your internet connection will be.

  • Upload Speed -- How quickly data is transferred from your computer to the internet.

What do I do if I cannot launch or login to MyDesk?

Please contact the Global Service Desk Team via phone or the IT Help Mobile Application for remote assistance. Secure remote assistance capability on your private device requires installation of a Credit Suisse approved version of the TeamViewer Host application. The installers can be downloaded from the following links:

Windows Users: CS TeamViewer Host for Windows

Mac Users: CS TeamViewer Host for macOS

Important note: if you are already using TeamViewer for private purposes, please uninstall it before installing Credit Suisse TeamViewer Host. You may uninstall the Credit Suisse TeamViewer Host application once the remote assistance session has ended.