Hosted Service Tips and Troubleshooting

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1 Hosted Service Tips and Troubleshooting Table of Contents General Tips... 2 Add the Login page to your Internet Explorer s list of Trusted Sites... 2 Uninstall/Reinstall the Citrix online plug-in... 3 Direct Application Launch... 6 Printers are Missing... 8 Unable to Print from agrē or Printing Blank Pages... 8 Cutting Down on Printers... 9

2 General Tips The Tronia team is always looking to ensure that our customers have the best service possible. You too can help in making sure the hosted service is running in the healthiest manner possible by following these simple recommendations: Add the Login page to your Internet Explorer s list of Trusted Sites Internet security has become more of a concern and priority, and as a result Internet browsers such as Internet Explorer and Firefox are becoming more locked down and secure with every update. To help make sure your browser has the required security settings for your hosted applications to run, we recommend you add the our website to the list of Trusted Sites. To do this for Internet Explorer, follow the steps below: 1. Within IE after logging in to the website, goto Tools Internet Options 2. This will open a new window. Click on Security tab, then Trusted Sites, then Sites 3. https://www.tronia.com should already be populated in the Add this website to the zone box. If not, please type it in exactly as shown, then click the Add button:

3 4. https://www.tronia.com should then be displayed under the Websites section, in which case you can then click Close: 5. Click OK. The next time you login to the web site you should not longer see the previous warning message in the Message Center. Uninstall/Reinstall the Citrix online plug-in Sometimes it may be necessary to uninstall and reinstall the Citrix client to address various issues that may come up over time. If you not able to launch published applications on a workstation that already

4 has the Citrix client installed, it may have become corrupt, so we recommend uninstalling the Citrix client and reinstalling it: 1. Close any Internet Explorer windows you may have open, then go to your Windows Control Panel (Start->Control Panel) and click Uninstall a program under the Programs category: (For Windows XP, click Add/Remove Programs from the Control Panel) 2. Select Online Plug-in in your list of installed programs (the name may be slightly different depending on the version of the client you have installed) and click Uninstall button, and click Yes to remove it when prompted: You can close the Control Panel when the uninstall has completed.

5 3. Open IE and go back to the Hosted Login page. You should be prompted automatically to install the client. Click the I agree box to accept the Citrix license agreement and then click Install: 4. Click Run when prompted. The file may take a few minutes to download, depending on the speed of your Internet connection. Wait for it to download and launch the installer:

6 5. Once installation has completed, you should be redirected back to the Hosted Login page, with a message indicating the client is installed: Direct Application Launch One of the features of the Hosted Service Web Inferface that is not very well known is the Direct Application Launch Feature. This feature allows users to create a desktop shortcut to a published application (agre, wintegrate, etc) which can simplify the login process for some users. Here is how it is done and what it looks like: o Click and hold on an icon on the Applications page and drag it to your desktop: Click OK if prompted:

7 o Now that a shortcut has been created, you can simply double-click the desktop shortcut and it will automatically launch your browser, prompt you for your credentials, and then launch the application once you have entered them: demo10

8 Printers are Missing Occasionally, after launching a published application, it is possible that your printers may not be available when trying to print. This typically is caused by poor communication between your printers and our network at the time of launching your application. Because the Citrix client only looks for your printers during the application launch, you will need to close the application and re-launch it to resolve this issue. The same goes if you have added, deleted, or modified the printers after the application has launched you will need to close and reopen the application for the changes to be seen. Note the above information is assuming printers have been installed locally on your workstation. Unable to Print from agrē or Printing Blank Pages This is typically an issue between the installed printer driver and Citrix. A common solution is to disable the Advanced Printing Features option on the locally installed printer as shown below: - Open the Control Panel in Windows on your local workstation and view your Printers - Open Printer Properties > Advanced Tab and clear the Enable Advanced Printing Features option.

9 Cutting Down on Printers When logging in with your Citrix User, the system looks at various settings and configuration items for each user. One significant configuration aspect is the Printers (or Printers and Faxes depending on the windows version). Each entry in the Printers folder has to be dealt with during the login process. Therefore, the more printer driver entries there are, the longer the login time affecting you as the individual user and the more overhead to be dealt with affecting the entire Hosted Service. Therefore, we recommend that you remove any printer drivers that are not being used at the workstation. This will improve the overall service by reducing unnecessary overhead and will likely improve your login time because of a simpler login configuration. As an example, we have seen a single user with over 20 printer drivers created in Citrix. By removing the unused printers for that workstation, the required entries were reduced to 5 and the overall login time for that user was improved by cutting the login time in half. We are not setting or suggesting a limit in the number of printers you have but we do recommend that the Hosted user ensure that only valid printers exist for a workstation used to connect to the Hosted Service.

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