CITRIX TROUBLESHOOTING TIPS

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1 CITRIX TROUBLESHOOTING TIPS The purpose of this document is to outline the Most Common Frequently Asked Questions regarding access to the County of York Computer Systems via Citrix. SYSTEM REQUIREMENTS: Windows XP Service Pack 2 Windows XP Service Pack 3 Windows Vista Windows 7 Microsoft Internet Explorer 6 Service Pack 1 Microsoft Internet Explorer 7 Microsoft Internet Explorer 8 York County Information Services does not at this time support: Macintosh Mozilla FireFox Google Chrome Calling the York County Information Services Helpdesk: 1. Please Verify all items before opening a support ticket with the County of York Information Services Helpdesk 2. To Report problems please call the County of York Information Services Helpdesk at between 8:00AM and 4:30PM M-F est. 3. Please remember that we are a Government agency and observe all Government Holidays Disclaimer: 1. York County Information Services is not responsible for Internet Service Provider (ISP) connection issues or difficulties. 2. Some ISP s come with their own level of Anti-Virus and security that may prevent you from accessing or may cause Proxy errors while connecting, 3. To access you must have internet access and can effectively browse the internet. Page 1

2 4. York County Information Services will troubleshoot and diagnose any County Equipment that is unable to connect or browse although YCIS is not responsible for NON-county equipment and functionality prior to entering our site. LOGGING IN: 1. When first browsing to the web site you will see the following screen use your county credentials and log in here. 2. After logging in you may get the below screen. This screen means that you do not have the Citrix web client installed on your computer. Please follow the six steps below. If you do not get this screen, skip to step 6 below. Page 2

3 Installing the Citrix Web Client STEP 1: Check the option box to accept the license agreement and then click Download. STEP 2: You will then get a file download box. Select Run STEP 4: Select Run STEP 5: Installation will begin. Page 3

4 STEP 6: When the install is complete, the screen will look like the following. You can now access your applications by clicking on the appropriate icons. If this screen doesn t appear, go to step 7. STEP 7: If the application screen does not show after the installation, please follow the on screen instructions to allow Active X control. After that you can proceed as normal. Page 4

5 Getting Page Cannot be Displayed Error 1. Click Tools and then Internet Options. Page 5

6 2. Click the Advanced tab 4. Scroll all the way to the bottom. Page 6

7 5. Uncheck/Check the following: a. Uncheck Use SSL2.0 setting b. Check Use SSL 3.0 setting c. Check Use TLS 1.0 setting 6. Click Ok. Close and reopen you browser and go to Page 7

8 Frequently Asked Questions:: 1) Error Page Cannot Be Displayed 1. Is the URL correct: 2. Try to browse to if you can successfully open the page try to do a random search, for example search for dog If you are able to access and perform a random search then try clearing the cookies and the temporary internet files from your computer - for step by step instruction on how to do this click here or see page 10. a. Close and re-open your browser and try again. 2. Verify that you are able to access multiple web sites from your computer 3. Close all open Internet Explorer windows open fresh window and browse to 4. Change Internet Explorer setting for instructions see page Try to access the web site from another computer, if you are still getting the page cannot be Displayed error please call the County Helpdesk during normal business hours 2) I cannot log in once I browse to the web site 1. If you receive a large ACCESS DENIED message and you feel that you should have Citrix Web access and have accessed it before please call the county helpdesk during normal business hours. 2. If you are receiving a message about an Invalid User Name or Password please re-enter you county supplied credentials make sure that the CAPS LOCK key is off and the NUM LOCK key is on if required - (county passwords are case sensitive) 3. If you are still unsuccessful with logging in please call the County helpdesk during normal business hours 3) There is a screen that says to Download Client. What do I do? 1. Check the option box to accept the license agreement and then click the Download button (or see page 3) 1. After following steps 1-7 proceed with the following 2. Reboot the computer 3. Browse to 4. When you log in you should get your applications on the screen. Page 8

9 4) I see my applications on the screen although when I click on them nothing happens. 1. Reboot the computer and try again 2. Verify Version and Service Pack requirements of the Operating System and Internet Explorer - For step by step directions on how to do this click here or see page Uninstall the a. Metaframe Web Client or b. Citrix Presentation Server Client from Add/Remove Programs (this may require a Computer Administrator) a b 4. Reboot the computer 5. Log back into Check the box to agree to the license agreement and click Download follow the steps to installing the web client again. click here (or see page 3) 6. Try access from another computer if you encounter the same problem on another computer please call the county helpdesk during normal business hours 5) When I click on an application I see a File Download dialog box asking me if I want to open or save or Cancel this file. 1. Close all open windows and reboot the computer 2. Uninstall the Metaframe web client or Citrix Presentation Server client from Add/Remove programs, reboot, and reinstall by clicking the Download button when you log back into Page 9

10 3. Delete the Temporary Internet files as well as the Cookies from the Tools menu of your Browser window, for step by step directions click here (or see page 10), then close and re-open the browser window and try to launch an application again. HOW TO:: How to Delete Cookies and Temporary Internet Files Internet Explorer Version 6 Internet Explorer Version 7 or higher Step 1: From Internet Explorer select the TOOLS Menu and then select Internet Options. Step 1: From Internet Explorer select the TOOLS Menu and then Select Internet Options Step 2: You will be presented with the following Screen. Step 2: You will be presented with the following Screen. Click On: Click On: Delete STEP 3: If you receive the following screen place a checkmark in the box delete all offline content and then press OK Step 3: You will see the following screen: Click on Delete Files and Delete Cookies Page 10

11 Internet Explorer Version 6 (cont d) STEP 4: When completed, Click On Delete Cookies Internet Explorer Version 7 (cont d) Note: When you click on delete files and delete cookies you will see a window for both asking you if you are Sure, Click on Yes. When the hour glass turns Back into a mouse you can click on Close and then click on ok, until you Are back to the Internet Explorer Window If prompted, Click on OK Verify Version and Service Pack requirements of the Operating System Step 1: Step 3: Supported: Right Click with the mouse on Windows 2000 Service Pack 4 The My Computer icon on the Windows XP Service Pack 2 or 3 Desktop Windows Vista Step 2: Click on PROPERTIES Page 11

12 How to Verify the internet Explorer Version Internet Explorer Version 6 Internet Explorer Version 7 or higher Does your toolbar look similar to the following: Does your toolbar look similar to the following: Step 1: From the Help Menu Click on About Internet Explorer Step1: Depending on how you have your browser configured, there are 2 ways you can find the IE Version Click on the 2 arrows for more options Then click on help, then click on About Internet Explorer Once selected you will see the following screen Three Major things to Check here: Once selected you will see the following screen Three Major things to Check here: Version Min. Version 5.5 Cipher Strength Must be 128bit Service Pack latest available version. This is Internet Explorer Version 6, SP1 This is Internet Explorer Version 7 Page 12

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