Cloud Offering Access and Info FAQs


IMPORTANT NOTE: Pursuant to the Terms of Service, "You agree to be solely responsible for all content on your account. Your account, including your username and password, are personal to you and should not be used by anyone else."



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Q:  How do I access the Cloud-Based ElderDocx/WealthDocx?
A:  Open a browser window, and navigate to https://desktop.eldercounsel.com. Enter your login email address in the top space, and your password in the bottom one:

Login dialog

Make sure the 'Desktop' radio button is selected. Click on the green 'Login' button.

If you enter incorrect login information, the dialog window will 'shake' after you click the 'Login' button. If this happens, please re-enter your email and password.


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Q:  How do I access my cloud-based applications in Seamless mode?
A:  While the application is running in the Cloud in Seamless mode, it will look like it is running on your local computer or device.

After you have logged in, you will see icons for ElderDocx and/or WealthDocx and Word 2010, which are used to launch the corresponding applications in Seamless mode:

Applications in the Cloud


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Q:  How do I access my cloud-based application in full-screen mode?
A:  After you have logged in, click on the 'Desktop - Full Screen' icon to launch full-screen mode. This mode of access takes over your monitor (or monitors) and gives you a full desktop with shortcuts to your applications on the desktop. (See below for how to exit full-screen mode.)


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Q:  How do I install the Citrix Receiver?
A:  The Citrix Receiver must be installed on each device that is used to access the applications in the Cloud. If you forgot to install the Receiver, or need to reinstall it, navigate to: http://receiver.citrix.com. There, click on the big blue button to download the Receiver for your specific type of device, and follow the directions for installing it.


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Q:  What do the Citrix Receiver Security Warnings mean?
A:  If you want to access files on your local computer (e.g., HotDocs answer files or your saved documents), you need to select either 'Allow reading only' or 'Permit all access' in the warning dialog that asks for permission to access files on your local computer. If you plan to save files to your local computer, you need to select 'Permit all access'.

Check the box 'Do not ask me again for this site' if you do not want to answer this question each time you log in to the Cloud desktop.

File access warning

If you want to access files on a device attached to your local computer (e.g., external drive, digital camera), you need to select 'Permit use' in the warning dialog that asks you for permission to access information on a device attached to your computer.

Check the box 'Do not ask me again for this site' if you do not want to answer this question each time you log in to the Cloud desktop.

Device access warning

If you accidentally blocked access and checked the box, you can allow access again by doing the following:
  • On your local machine, while logged in to the Cloud, click the Citrix Receiver icon with your right mouse button. The Citrix icon is black-and-white, and should be located on the taskbar at the bottom of your screen.
  • Select "About" from the list of options.
  • Click the "Advanced" drop-down on the "About Citrix Receiver" window.
  • Click on "Connection Center".
  • Click on the session in the connection center and specify "Full Access" for "USB/Other Devices devices" to allow access to devices attached to your computer.
  • Specify "Full Access" for "Files" to allow access to files on your computer.

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Q:  How do I save answer files and documents in the cloud / on the local drive?
A:  When you save a document or answer file, the default location will be 'G:\Law Office Files'. This folder is in the Cloud. You can create folders and save files anywhere under the 'G:\Law Office Files' folder. If you have enabled access to your local drives, you can also store your files locally. To see your local drives, navigate to 'Computer'. Your local drive letters will be followed by '$ (\\Client)' and a drive letter. For example, your C: drive might be 'C$ (\\Client) (V:)' (where V: could be another drive letter).

If you want to store files in the Cloud, they need to be stored on the G: drive, where you can also create sub-folders as needed.


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Q:  How do I end a desktop session? What is the difference between disconnecting and logging off?
A:  If you have accessed the 'Desktop - Full Screen' session, and you want to end it, click the 'Start' button at the bottom left corner of the desktop. From there, either select 'Log Off' or 'Disconnect' (click the arrow to the right of 'Log Off' to see this option).

If you log off from a session, it will close any applications that you have open, just like a regular PC desktop. If you disconnect from a session, your open applications will continue to run, and you can reconnect to the same desktop session later, either from the same local machine, or from another device. Be aware, however, that any open applications will not stay open forever. The servers are regularly restarted in the middle of night, and you could lose data if you have not closed open applications.


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Q:  Are the files I store in the Cloud backed up?
A:  Yes. Files are backed up every 15 minutes during the business day. For backups done more than three days ago, the following backup snapshots are saved:

  • 4–5 days ago, one recovery point/hour
  • 6–10 days ago, one recovery point/day
  • 10 days–1 month ago, one recovery point/week
  • Up to 12 months ago, one recovery point/month
There may be a charge to recover a file that was deleted or a version of a file that was backed up more than 3 days ago.


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Q:  How do I restore a previous version of a file I had saved in the Cloud?
A:  You can retrieve file versions from restore points that were created up to 3 days ago by right-clicking the file and selecting 'Restore previous versions'. You can also access this option from the file properties dialog (right-click on the file and select 'Properties'), by selecting the 'Previous Versions' tab. If there are previous versions of the file listed, select the one you want to retrieve.


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Q:  How do other Cloud users in my office access the same answer files or documents that I have stored in the Cloud?
A:  The G: drive in the Cloud is shared among the Cloud users in your Firm. Answer files and/or documents that are stored on the G: drive can be accessed by all Cloud users in your Firm.


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Q:  How do I continue working on the same session from a different computer or device?
A:  If you disconnect from a session (see the difference between disconnecting and logging off above), you can reconnect at a later time from any machine and resume your work. We recommend saving answer files and documents before disconnecting or logging off to avoid losing any work.


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Q:  How do I access the desktop on my local computer if I am working on the Cloud desktop in full-screen mode?
A:  On a PC, press Shift+F2 to exit full-screen mode. On a Mac, press Fn+Shift+F2 to exit full-screen mode. Once you have exited full-screen mode, you can minimize the desktop window.



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Q:  How do I add an additional user to an existing cloud account?
A:  To create a new cloud account, you can submit an order online in our Marketplace at this link: https://www.eldercounsel.com/store/cloud_offering/ Please ensure that you have already purchased the required HotDocs User license prior to submitting your order online. Please place your firm name in the notes section upon checkout, and also note that this is an add-on to an existing cloud account. If you have any questions regarding this process, please contact your Members Services Representative.




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Q:  Why am I unable to launch the cloud from Firefox?
A:  Some of our cloud members seem to be affected by a security update which applies to the Firefox browser. If you are unable to launch the cloud from Firefox, please ensure that the settings listed below are configured properly by following these steps:
1. From your Firefox window, click on the menu button circled in the screenshot below, followed by the Add-ons button:


2. Choose Plugins, then choose Citrix Receiver Plug-in. Make sure that the Always Active selection is chosen. If it is not, choose always activate from the list. After this is complete, you will be able to access the cloud.





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Q:  Why can’t I type anything while logged into the cloud from my Mac?
A:  This is a known issue with the current version of Mac OS X and previous version of Citrix Receiver. Downloading and installing the latest version of the software from http://receiver.citrix.com will resolve the issue for you.