Frequently Asked Questions

Frequently Asked Questions


How many monitors are supported in Hosted Desktop?

Although the Cobweb Hosted Desktop is capable of utilizing up to 16 monitors, we are only able to offer support to a maximum of 8 monitors. This is due to some issues with stability in some applications that might not handle more than 8 monitors.


How do I log into Hosted desktop?

To log into Hosted Desktop, follow the instructions below:

  1. Go to

  2. Enter your username and password and click the Log On button.

  3. Your Hosted Desktop should launch automatically. If it does not then click on the Hosted Desktop icon and it will launch.


I'm prompted to install Citrix when I try to login to hosted Desktop, what do I do?

  1. Tick the box to accept the Citrix Licence Agreement and Click Install.

  2. Select Run and then select Run again.

  1. Please wait a few minutes for the installation to complete.

  2. Please select OK, Enter your username and password and click Log On.

  3. Your Hosted Desktop should launch automatically. If it does not then click on the Hosted Desktop icon and it will launch.


How can I lock my Hosted desktop session?

To lock your Hosted Desktop session, follow the steps below:

  1. Click Start.

  2. Select Windows Security.

  3. Select Lock Computer.

Note: This will only lock your Hosted desktop session, not your machine.

How Long until my Hosted Desktop Session locks?

If you leave your machine unattended, the Hosted Desktop Session will lock after 20 minutes.

After entering a locked state, the Hosted Desktop Session will stay in an actively connected state for a further 1 hour, 40 minutes (2 hour total idle time) until it enters a disconnected state.

Once the session has entered a disconnected state, it will remain suspended for a further 3 hours before forcibly terminated. This gives the user a total of 5 hours to return or reconnect to their Hosted Desktop session.

In summary, in sequence the different states of you Hosted Desktop are as follows:

  • 20 Minutes until lock

  • 1 Hour 40 minutes until disconnect

  • 5 Hours until terminated


How do I get back to my local desktop from Hosted desktop?

If you are logged into Hosted Desktop service and you need to get back to your local desktop, simply hold down the Shift key and press F2. The Hosted Desktop window will then reduce to another window that can be minimised and maximised as and where necessary.


How should I correctly log out of my Hosted Desktop session?

If you do not correctly log out of your Hosted Desktop session, it can occasionally cause issues when you try to log back in. The correct way to log out and closing your session is as follows.

  1. Close all applications.

  2. Click Start.

  3. Select Log Off and then confirm that you wish to log off when prompted.


How do I change my password?

  1. Click Start then click Windows Security

  2. Click Change a password and enter:

    • Your Hosted Desktop username.

    • Your current password

    • Your new password

    • Your new password (again)

  3. Click the arrow to commit the changes.

My screen appears to stretch or I'm not getting the correct resolution across all my monitors. Why is this?

For the best appearance across multiple monitors, it's best to have all monitors to the same colour depth and resolution. If monitors have different resolutions, the lowest resolution will be used across all the monitors.


Snap or snapping windows won't work with multiple monitors, why?

In a multi monitor Cobweb Hosted Desktop 7 session spanning one row, the left side of the far left monitor and the far right of the far right monitor will respond to snapping. The inside borders of the monitor will not respond to snapping of applications.

This is by design in Windows 7. If your monitors span multiple rows or horizontal axis, the behaviour and response of the Windows will be dependent on several factors of your local setup.


What is the M: drive?

The M drive is a directory that is exclusively limited to your company. Within it you will be able to store documents and files which will be accessible to all users within your organisation.

Within your organisation you may have had a shared folder or company drive that is used to store company wide documents or files. We understand that if you have taken advantage of the Cobweb

Hosted Desktop Service, you will probably still need this kind of functionality. It is for this reason that we have created the M drive.


How can I copy files from my C: drive to Hosted Desktop?

Within Hosted Desktop you should have access to the C: drive of your PC via the V: drive. To access the V: drive, follow the steps below:

  1. Click on Start.

  2. Select My Computer.

  3. Double click on the V: drive.

You will now be able to see the files on the C: drive of your PC or Thin Client. From here you can copy files from the V: drive (local C: drive) into the M: drive or into 'My Documents'

Why are the Windows search service disabled in Hosted Desktop?

As you have noticed the windows search service in Hosted Desktop is disabled.

You may have received a notification informing you of this when you perform a search in some windows applications. Hosted Desktop

This service is disabled for all users on our platform. The windows search service creates an index of all user data (folders, files, emails, etc). This index then allows search results to be quickly generated.

However the windows search service consumes large amounts of resources whilst generating the index. As such in order to provide good performance to our clients we have disabled this feature.

The windows search engine is not required for searching in windows, it only speeds searches up. You can still search in Outlook and other applications successfully using the search boxes.


How do I save files to the shared storage area (M:drive)?

To save a file to the M drive, create a document/file as you normally would. Then when you are ready save follow the instructions below:

  1. Click on the Office icon which you will find in the top left corner of any Office application and select Save As from the menu that appears.

  2. Select the M: drive from drop down list, as demonstrated below.

  3. You can then select the directory into which you wish to save the file, or save in the root of the M: drive and click Save.

  4. Your document will then be saved and will be available to all users within your organisation.


How much bandwidth do I need for Hosted Desktop?

We recommend that you provision for at least 250Kbps per user. Users with less than 250Kbps may experience performance issues.

Connectivity speeds vary, so if you have a DSL connection delivered over copper wires, you should probably provision for double this amount as contention ratios and line deterioration impact the actual speed of connection available.

You will also need to consider other systems using bandwidth and work them into the equation to decide what speed internet connection you will need.