Troubleshooting Citrix Login Issues

The Citrix Workspace App allows you to connect anywhere, anytime to your Firms network. But not when you are having issues with logging in! In frustration you restart the computer multiple times to get the same result. YES I HAVE RESTARTED!  Now what??

While restarting your computer can help sometimes, the Citrix Desktop comes from a server not on your local computer. You are connecting to that server using the Citrix Workspace App which in turn provides you with your Desktop that includes all your business software.

Start Here

Let’s start with the way you are accessing your login page. Are you using a short cut on your desktop, taskbar or saved to your bookmarks? This link or short cut may have become corrupt or broken. Try opening any web browser and typing in the web address for your firms Citrix environment. It should look something like https:\remote.yourbusiness.com. You may be able to find the address by opening the link that isn’t working and viewing the address. Knowing this can also help you to test logging in using another device.

Check Browser Settings

If the webpage is being blocked or not opening, first close all of your browser windows so that you get a fresh session.  Next, check your browser security settings and turn off any pop-up blockers. While you are checking the security settings clear your browser cache and cookies.

When using Chrome make sure all profiles are signed out. Google accounts logged in will impose their browsing controls on all websites when logged in. One example is a student has logged into a Google Virtual school web portal using their Google Chrome account. The same restrictions put on the student through the School IT department will apply to your browser! To check click on the profile icon   in the top right of the window. Click on Sign Out.

Review Citrix Workspace Version

One of the most common issues is an outdated Citrix workspace app. To check this, close your browser completely. Right click the Citrix Workspace icon. It may hide in the system tray arrow in the bottom left of your taskbar as in the image below.

From the menu choose Check for Updates. Download and install any updates and try logging in again.

You can also download the latest Citrix workspace app from their website: https://www.citrix.com/downloads/workspace-app/windows/

Making sure your workspace app is up to date is important not only for security reasons but also from a functional standpoint. Windows updates should also be kept up to date for the same reason.

If you are still getting an error or not able to log in, take a screenshot of the error message by pressing Shift + Windows key + S to bring up the snipping tool. You can also use your phone to capture a picture or video of the error message. This can be helpful when contacting your IT department for assistance.

To avoid login issues, make sure you are logging off completely from Citrix at the end of the work day or when you will be away for an extended period. Click on the Windows menu icon then right click your profile icon and choose Sign out. Signing out can also resolve other issues when logged into Citrix. Just be sure to wait 5 minutes before logging back in. This will allow your profile to save back to the server and give you a fresh session. This is just like restarting your computer. You have to wait for it to save and close everything and essentially reboot. Logging in before this time can corrupt your profile so be patient.

Tammy Malone is a Client Support Specialist at Triella.  We are a technology consulting company specializing in providing technology audits, planning advice, project management and other CIO-related services to small and medium-sized firms. Tammy can be reached at 647.426.1004. For additional articles, go to our blog page. Triella is a VMware Professional Partner, Microsoft Certified Partner, Citrix Solution Advisor – Silver, Dell Preferred Partner, Authorized Worldox Reseller and a Webroot Reseller.

© 2021 by Triella Corp. All rights reserved. Reproduction with credit is permitted.

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