Knowledgebase : Technical, Configuration and Devices > Incisive inCLOUD
Because of the recent targeting of healthcare systems and the need to further protect the Incisive inCLOUD servers from unwanted intrusion we have applied a restriction that only devices connected to New Zealand based ISP providers are able to seamlessly connect to the Incisive inCLOUD servers.  

We are using a product called NordVPN which allows you to select New Zealand from it's server list.

  1. Download and install NordVPN from the following link:
    Download the Nord VPN App Now
  2. Login with the login and password we will txt to you.  
  3. Select New Zealand as the server country.
  4. Start Incisive inCLOUD as you would normally do.

If you provide us with a mobile number we will txt the login & password to use.

Nord VPN login & password details are available by contacting us.

Incisive recommend that if you are hosted in the system or you have your own Terminal Server (Remote Desktop) environment, you should be using TSPrint or TSScan to get an optimal experience.

You will need to install the TSPrint Client and TSScan Client applications on the local workstation/laptops so that they perform correctly.

The installation process is very simple and no additional licensing is required.

Instructions to install and configure TSPrint for SPM & PHM applications

The TSPrint guide is available:

Windows -

Mac (this is a bit old)

If you are experiencing drop-offs or losing connections to your remote server there are several things you can try.

  1. If you are using a wireless connection try using an ethernet cable
  2. Turn off the power-down option on the wireless or ethernet card
  3. Change the connection details on the rdp connection

The following information relates to editing the rdp file.

There is a setting in the .rdp file that can improve the latency of the connection.  If you edit the rdp file with Notepad, find the line saying "ConnectionType" and change the value to a  3  so that the line will look like "ConnectionType:i:3". 

This value effectively tells the rdp connection to be more forgiving (better latency) if there is no response from your router or the remote server and to have more retries.

If you are running SPM or PHM on the Incisive inCLOUD servers, the latest download of Remote Desktop for Mac (10.4) won't install on older versions of the MacOS (10.12 or older).  To find the version of your MacOS click on the Apple icon in the top left corner and choose 'About this Mac'

Use the installer 'Package' from the following link to install remote desktop 10.3.8 which does work on MacOS 10.12

If this is no longer available contact the Helpdesk for a copy of the .pkg file

Instructions for connecting a workstation or device to the Incisive inCLOUD network

Step 1.  Create a RemoteApp connection to the Incisive inCLOUD servers.

Step 2. Download and install TSPrint & TSscan client applications to your workstation/device