Work From Home

Install the Zoom plug-in

Download the following plug-in on your home computer to improve audio and video performance during meetings from your NB PC via Citrix.

1. Before you start, be sure you are disconnected from Citrix.
2. From your home computer, click the link below to download the Zoom Plugin:

3. Follow the prompts to install the Zoom plug-in on your home computer. If you are asked to sign in to Zoom, select Sign in with SSO and enter nb for the domain.
4. Optional but suggested: update Zoom everywhere

Install Zoom on your Home Computer

Microsoft Teams Plug-in for Citrix

Download the Teams Plug-in on your home computer to improve audio and video performance during meetings from your NB PC via Citrix.

WebEx Plugin for Windows

If you are invited to a WebEx meeting that you will be joining while working from home, download the WebEx plug-in on your home computer to improve audio and video performance during meetings from your NB PC via Citrix.

*NEW* I forgot my NB password, can I reset it myself?

Our Self Service Password Reset option allows you to use your mobile device to reset your password. Enter: https://aka.ms/sspr on your mobile device and follow the instructions.

What are the Supported Operating Systems?

Windows 10* and 11* on x86/x64 hardware.

MacOS 12.x (Monterey), 13.x (Ventura) and 14.x (Sonoma) on Intel and Apple Silicon. Please ensure you have the latest operating system, security and updates installed.

Minimum iOS version (latest releases of iOS 16, 17 or 18) / Minimum Android version 13.0 and later**
* S Mode is not supported
** iOS/Android has limited support for bi-directional audio

What do I do if my audio/video quality is poor in Zoom, Teams, and/or WebEx?

Ensure you have installed all the offload plug-ins as per the instructions provided for your Operating System on the Meeting Software page. If performance is still bad, run a speed test to determine if the speed requirements are met.

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 to Neuberger Berman’s remote access platform to prevent potential spyware/malware from stealing data.

We recommend using Microsoft Windows Defender as it is installed by default on Windows 10 and 11 computers. There is also a wide selection of offerings from Malwarebytes, BitDefender, etc. for macOS.

What peripherals are supported?

All peripheral devices, headsets, printers etc. are supported on a best effort 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 switch between Citrix Remote Access 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 remote desktop session.

What is the maximum monitor display resolution supported?

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

What do I do if I have forgotten or lost my phone which has the Entrust or Microsoft MFA apps?

If you have forgotten or lost your phone and received a replacement, contact the Help Desk to walk you through set up instructions.

What do I do if my token does not work, and I cannot login?

If your token doesn’t work, contact the Help Desk to walk you through reconfiguration and re-sync activities to get you back up and running.

How do I test my internet connection?

Click below 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 if you need help understanding what the numbers mean.

What does the download speed test result mean?

The quality of your WFH 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 WFH 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 your WFH experience you can expect based on your download speed results. Other factors can also influence your experience.

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

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

• If you are on a home Wi-Fi 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 Wi-Fi 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

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.