Best Practices for Citrix and Terminal Server

Transcription

1

2 Copyright and Trademark Notice Copyright CaseWare International Inc. ( CWI ). All Rights Reserved. Use, duplication, or disclosure by the United States Government is subject to the restrictions set forth in DFARS (1)(ii) and FAR Notice to U.S. Government End Users. This publication and the related computer software was developed exclusively at private expense and for the purposes of U.S. acquisition regulations the related computer software is commercial computer software subject to limited utilization ( Restricted Rights ). This publication may only be copied and otherwise used as permitted in the applicable license agreement and, subject to the express terms of such license, use of this publication is subject to the following terms and conditions: All copyright and other proprietary notices must be retained on every copy made. CWI has not conferred by implication, estoppel or otherwise any license or right under any patent, trademark or copyright of CWI or of any third party. This publication is provided as is without warranty or condition of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This and related publications may include technical inaccuracies or typographical errors. Changes are periodically made to CWI publications and may be incorporated in new editions. CWI may improve or change its products described in any publication at any time without notice. CWI assumes no responsibility for and disclaims all liability for any errors or omissions in this publication or in other documents, which are referred to within or linked to this publication. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you. Should you or any viewer of this publication respond with information, feedback, data, questions, comments, suggestions or the like regarding the content of any CWI publication, any such response shall be deemed not to be confidential and CWI shall be free to reproduce, use, disclose and distribute the response to others without limitation. You agree that CWI shall be free to use any ideas, concepts or techniques contained in your response for any purpose whatsoever including, but not limited to, developing, manufacturing and marketing products incorporating such ideas, concepts or techniques. This publication is distributed internationally and may contain references to CWI products, programs and services that have not been announced in your country. These references do not imply that CWI intends to announce such products, programs or services in your country. Product names, logos, designs, titles, words or phrases within this publication may be trademarks, service marks, or trade names of CWI or other entities and may be registered in certain jurisdictions. Printed and bound in Canada. CaseWare International 469 King Street, 2nd Floor Toronto, Ontario, Canada M5V 1K4 Telephone: Fax: Website: Revision Date Comment A Jan 2012 Release version

3 Table of Contents 1 OVERVIEW INSTALLATION Installing Working Papers on Citrix and Terminal Server Requirements Silent Installation CITRIX AND TERMINAL SERVER POST-INSTALLATION CONFIGURATION Working Papers Best Practices Performance Considerations Live Update User List Pane History Settings Background Pagination Auto-Compare CaseView Best Practices Data Store Best Practices Anti-Virus Software Best Practices Citrix and Terminal Server Best Practices Shadow Registry Open File Limits and Error SMARTSYNC ON CITRIX AND TERMINAL SERVER Remote Staff and Citrix Large Engagements SmartSync Path Customization on a Citrix Farm CITRIX APPLICATION PUBLISHING TROUBLESHOOTING Issue: Working Papers and the SMB2 Network Protocol Issue: Customizing menus Issue: Sync copy unable to connect to parent Issue: Crashing when opening WP in Citrix Issue: Working Papers fails to start properly Issue: Faulting application cvwin Issue: Problem when Signing out a file Issue: Remote connection slowness Issue: Sign out creates files in local machine and server in Citrix Issue: Central Data Store Errors on a Citrix or Terminal Server Issue: Maxed out Processors on Server Slow Performance Issue: CaseView Document Does Not Print Issue: Error Issue: CWIN32.exe Error Issue: Working Papers Freezes While Creating a New File Issue: Multiple Sync Copies When User Reconnects Page

4 1 Overview This document is a best practice guide for installing CaseWare products on a Citrix or Terminal Server environment. The document applies to installations on a standalone Citrix/Terminal server and to a farm of Citrix servers. Some of the resources in this document link to Internet resources hosted by CaseWare. You will require an active connection to the Internet to view these resources. If you are unable to find the information that you require for certain steps in this document, you will also find information on every aspect of our products using the built-in online help systems. Alternatively, more information can be obtained by contacting our support team at [email protected]. Copyright 2012 CaseWare International Inc. 1

5 2 Installation Best Practices for Citrix and Terminal Server Installing CaseWare products on a Citrix/Terminal Server environment involves three basic steps: 1. Install the CaseWare products to the Citrix/Terminal server 2. Perform post-installation configuration activities as detailed in this guide 3. Publish the applications to the various Citrix client sessions (Citrix only) There are two optional steps that can be performed to enhance user management and security: 1. Install the Data Store Administration tool and create a new data store 2. Set up Working Papers Password Protection if you require it in your environment Once these steps have been completed, users should have access to all of the applications. If any issues persist, you can consult the troubleshooting section of this document or contact CaseWare support. The CaseWare Support Network offers you a wide range of choices and access to high-quality, responsive technical support. Before contacting technical support, please consult the online Help, and any other documents included with this package as your first source to solve a problem. Then check the CaseWare website for the latest troubleshooting and technical information. If you are unable to find the solution, you can receive information about obtaining CaseWare Technical Support by contacting your nearest CaseWare distributor. 2.1 Installing Working Papers on Citrix and Terminal Server 1. Access the Citrix server using remote desktop for all operations listed below. Avoid using the local console to install CaseWare applications. 2. Ensure that all previous versions of Working Papers are uninstalled using the Control Panel. 3. Ensure that all previous versions of Working Papers are removed from the file system. Data files in the /data folder can be retained, but all other Working Papers program files must be deleted. 4. Use the Citrix Delivery Services Console to ensure that all previously published Working Papers installations on Citrix Web Access are deleted. 5. Reboot the server when all of the steps above are completed. 6. Install Working Papers using the Install Application on Remote Desktop function in Control Panel under Programs on Windows For Windows 2003, click the Add New Programs button and then click the CD or Floppy button and browse to the installation files. 7. After the installation is completed, publish it in the Citrix Delivery Services Console as described in the section Citrix Application Publishing. Copyright 2012 CaseWare International Inc. 2

6 2.2 Requirements Best Practices for Citrix and Terminal Server The link below provides the system requirements for installing the latest version of Working Papers. orking_papers.htm 2.3 Silent Installation Click the link below if you would like information on performing silent (unattended) installations of CaseWare products. Note that silent installations cannot be performed with electronic licensing copies of the software. Copyright 2012 CaseWare International Inc. 3

7 3 Citrix and Terminal Server Post-Installation Configuration This section offers some guidance for running CaseWare Working Papers with the Data Store in a Citrix/Terminal Server environment. It provides best practices for optimizing these environments to provide maximum performance for Working Papers and its data store. 3.1 Working Papers Best Practices This section details various settings for Working Papers that can be modified to improve performance on a Citrix or terminal server Performance Considerations The performance of Working Papers in a Citrix or Terminal Server environment can be affected by two main factors: CPU usage Network bandwidth If you are experiencing any performance issues then begin your troubleshooting by verifying that you have allocated adequate resources in these areas. The following two recommendations apply to the storage of Working Papers files in your Citrix environment. Never store Working Papers files on the local drive (tsclient) of the PC accessing the Citrix environment. In order to ensure that your Working Papers files are available to clients who are not using a Citrix session, store your files on an area of your network that can be accessed under Windows as a mapped drive Live Update Live Update is a mechanism whereby changes made in an engagement file are immediately distributed to all other users in the same engagement. Any open windows that have their content modified by any user are immediately refreshed. However, this comes at a cost, consuming network bandwidth and CPU processing. Live Update should be disabled in this type of environment. The best way to ensure that it is always turned off is to add a line in the CV.VER file that Working Papers reads for configuration information when it is starting. To disable Live Update: 1. Open a simple text editor such as Notepad. 2. Open the CV.VER file in the text editor. This file is located in the root installation folder for your copy of Working Papers. Copyright 2012 CaseWare International Inc. 4

8 3. Add the line 'liveupdate=0' to the bottom of the file. 4. Save and close the CV.VER file. If you are using Notepad, ensure that the Save as type field is set to All Files (*.*) so that you aren't renaming CV.VER as a text file. Do not use the setting found in Tools Options Advanced Networking to disable Live Update as this settings only affects the active file. Modifying the CV.VER file disables Live Update for all documents User List Pane The User List pane can cause an increase in network traffic when it is enabled and therefore it should be disabled in these environments unless it is an essential tool in your processes. This is a per user setting and should be modified for each user. To disable the User List pane: 1. Open the Start Menu in Windows and either select Run or select the Search Programs and Files field. 2. Type regedit.exe and press Enter. 3. In the Registry Editor that opens, find the key HKEY_CURRENT_USER\Software\CaseWare International\Working Papers\ \Settings\UserListWindow. 4. Double-click the key to open it and change the value from 1 to Select File Exit to exit the Registry Editor. 6. This registry setting will be applied the next time that you open Working Papers History Settings History and Auto-Compare options can affect the performance of networked Working Papers environments. The history settings are applied on a per file basis in Working Papers, so you will need to apply these best practices to each engagement file. The following best practices apply to the options found in the Engagements History menu. 1. In the Engagement History dialog, click the Auto-Compare tab. 2. Ensure that the check box for Automatically compare documents is not selected. It should not be selected by default. 3. Click the Settings tab and clear the check boxes for any items that do not require history tracking in your environment. The fewer items that you track history events for, the less network bandwidth required to track them Background Pagination Background pagination can require increased bandwidth on the network. Follow the steps below to disable background pagination. 1. Open a simple text editor such as Notepad. 2. Open the CV.VER file in the text editor. This file is located in the root installation folder for your copy of Working Papers. 3. Add the line 'BackgroundPagination=0' to the bottom of the file. 4. Save and close the CV.VER file. If you are using Notepad, ensure that the Save as type field is set to All Files (*.*) so that you aren't renaming CV.VER as a text file. Copyright 2012 CaseWare International Inc. 5

9 3.1.6 Auto-Compare Best Practices for Citrix and Terminal Server Auto-Compare can be used to compare documents for changes based on various different stages of document preparation. However, in a Citrix/Terminal Server environment this feature can be bandwidth and CPU intensive. Generally, this feature should remain disabled on Citrix/Terminal Server environments and enabled only when needed. To disable Auto-Compare, select Engagement History, select the Auto-Compare tab and ensure that the check box for Automatically Compare Documents is not selected. 3.2 CaseView Best Practices The CaseView Autosave option requires increased network traffic and therefore should be disabled if possible in these environments. 1. In CaseView, select the Autosave tab in Tools Options. 2. Clear the check box next to Enable Autosave and click OK. 3.3 Data Store Best Practices The best practices in this section all relate to the setup and configuration of the Working Papers Data Store. The best reference for configuring the CaseWare Data Store can be found in the document Data Store Administrator Guide - Advanced Options and Troubleshooting.pdf, available upon request from CaseWare support. The Data Store should be set up using the Data Store Administration Tool for optimal performance. In the Settings section of the Data Store Administration Tool, ensure that the Synchronization field is set to Only on program startup. The Track Engagement field, also in the Settings section, controls how files are tracked by the Data Store. For these environments, either Track But Do Not Share with Firm or Disable Tracking should be selected in this field. The Track and Share with Firm setting should not be used unless you are using CaseWare Tracker and have a requirement to monitor the files other users are working on as this feature requires increased network bandwidth. The ping frequency can be set in the CV.VER file like the Live Update setting described above. The StorePingFrequency value controls the amount of time (in seconds) that Working Papers waits between checks to see if the Data Store is online. Frequent pinging can reduce the responsiveness of the Data Store and it only updates the Data Store status icon in the user interface. The default value is 120 (seconds) but this can be increased to 500 or more for these environments. 3.4 Anti-Virus Software Best Practices Anti-Virus software can cause issues with Working Papers Data Store functionality by locking required files as it scans them. The suggestions below address this issue. If your virus scanner can exclude files by their extensions then all Working Papers files should be excluded. The following extensions are associated with Working Papers and can be excluded from virus scans: *.dbf, *.cdx, *.fpt, *.cvw, *.ac, and *.ac_. Copyright 2012 CaseWare International Inc. 6

10 Best Practices for Citrix and Terminal Server If your virus scanner can exclude applications, exclude the following executable files in the Working Papers root installation folder: CWIN32.EXE, CVWIN32.EXE. 3.5 Citrix and Terminal Server Best Practices This section offers some tuning advice specifically geared to Citrix/Terminal Server environments Shadow Registry Many Working Papers program settings are stored in the Windows registry branch HKEY_CURRENT_USER. The Citrix/Terminal Server registry branch HKEY_USERS must be populated with these same settings for each user. The easiest way to do this is to use the Citrix/Terminal Server Shadow Registry. HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install Keys residing in the branch listed above are copied to each user s tree, providing they have a more recent timestamp than the same HKEY_USERS user keys. Citrix and Terminal Server have an Install Mode where any application writing registry entries to HKEY_CURRENT_USER are captured automatically in the Shadow Registry. This is the mode that must be enabled before setting desired default Working Papers options. Use the Install Application on Remote Desktop function in Control Panel under Programs on Windows 2008 or under Add New Programs in Windows 2003 to install CaseWare products. Installations using this method automatically enable Install Mode when the installation begins and then deactivate it when the installation completes. The following commands can be run from a Command Prompt to manually change the session mode: CHANGE USER /INSTALL In this mode, any programs writing to the registry will now have their keys automatically mirrored to the Shadow Registry. CHANGE USER /EXECUTE This command places the server session into Execute Mode, the default mode that applications are run in. If you want all CaseWare defaults to be populated to new profiles then follow the steps below to populate the Citrix or Terminal Server Shadow Registry with default Working Papers settings: 1. Log onto the Citrix/Terminal server and open a command prompt. 2. Switch to Install Mode with the command: CHANGE USER /INSTALL. 3. Run Working Papers and set desired program defaults 4. Exit Working Papers and revert to Execute Mode with the command: CHANGE USER /EXECUTE. Copyright 2012 CaseWare International Inc. 7

11 At this point, check the Shadow Registry to ensure the appropriate Working Papers registry keys are present. As long as they are, any subsequent users logging into the Citrix/Terminal server should have these settings automatically pushed to their registry branches Open File Limits and Error 1570 In Citrix, there is a limit to the number of files the Citrix client can have open on the local computer consecutively. The default limit is too low and is being reached before the entire client file is open. Citrix is limited in the number of consecutive files it can access at once. Working Papers client files have well over a hundred files inside which require consecutive access. Error 1570 indicates that insufficient system resources exist to complete the requested service. Working Papers is unable to open local files through a Citrix Connection and is displaying this error midway through opening the file. This issue can also affect Sign In/Out and Check In/Out operations in Working Papers. For Citrix version 9 or below: 1. On the client device, browse to the Program Files\Citrix\ICA Client folder and locate the Module.ini file. Open the.ini file in a text editor such as notepad and add the following command to the [ClientDrive] section: 2. MaxOpenContext= Save and close the file. Any active connections to the Citrix server will need to be closed and reestablished to adopt these new settings. It may be necessary to adjust registry settings on the client workstation as well. 1. On the workstation (with administrative rights) click Start Run, type in Regedit and click OK. 2. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA Client\Engine\Configuration\Advanced\Canonicalization\ClientDrive. 3. Create a new string value called "MaxOpenContext". Set the value to "1024". 4. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ClientDrive. 5. Create a new string value called "MaxOpenContext". Set the value to "1024". Copyright 2012 CaseWare International Inc. 8

12 4 SmartSync on Citrix and Terminal Server SmartSync enables Working Papers users in a Citrix or Terminal Server environment to utilize far fewer network resources when they are sharing engagement files. SmartSync also enables remote or disconnected users to work on their own local copy of an engagement file, synchronizing their changes to the parent file when connected to the office network. There are two typical use case scenarios for SmartSync within a Citrix/Terminal Server installation: Remote workers who do not have access to the server while offsite. Large engagements shared by multiple users where performance is unacceptably slow. 4.1 Remote Staff and Citrix Companies will often have remote teams of staff who work on an engagement file at a client site. These staff can benefit from using SmartSync to stay updated with each other s changes and work more effectively as a team in the field. 4.2 Large Engagements When multiple users share an engagement from a centralized network location you will notice that the performance of Working Papers is reduced. On large engagements the performance reduction can be substantial. This occurs because Windows disables its network caching as soon as two or more people share a file for reading and writing which significantly increases the amount of traffic Working Papers sends across the network and slows its performance. Should you find yourself in this situation, SmartSync can be used to create separate SmartSync children on the network storage. This ensures that each user has a single user copy of the engagement file, allowing Windows network caching to remain active. 4.3 SmartSync Path Customization on a Citrix Farm This section assumes Working Papers SmartSync will be published on multiple servers in a Citrix Farm. A Best Practice for implementing an environment on multiple servers in a Citrix Farm is to use a fast network share available to all servers in the farm to host all SmartSync copies for all Citrix users. This ensures users are creating, deleting, and using SmartSync copies from the same location regardless of the server they are currently assigned. Each user should be assigned a unique path on the network share. Paths in Working Papers always resolve to a UNC entry such as \\FileServer\path\ rather that a locally specified path like C:\path\. There are two paths in a SmartSync environment that must be set correctly in order to store engagement files in the appropriate folder. The Client File Path should be set to the folder containing the Sync Top-Level Parent file that all SmartSync copies are made from. The SmartSync Path should be set to the folder where SmartSync file copies will be stored for each user. This could be a different network share for each user and could be a local path on a laptop for users who are not using a Citrix session. Copyright 2012 CaseWare International Inc. 9

13 After a network share is in place, create a script to designate the appropriate default SmartSync Path for each user during log in. The following script illustrates how user login can be automated in a Citrix environment: SET SyncPath = \\File_Server\path\to\sync_copy_folder_root\ IF NOT EXIST %SyncPath%%User_name% MD %SyncPath%%User_name% REG ADD HKCU\Software\CaseWare International\Working Papers\ \Settings /v SyncPath /t REG_SZ /d %SyncPath%%User_name% /f In the example above, File_Server\path\to\sync_copy_folder_root\, is the path to your SmartSync network store. Add these lines to the script file usrlogon.cmd in Windows under C:\WINDOWS\System32 to set the path when users log on. The script ensures a new folder is created if one does not exist for the specified user. To test that your login script performs as expected, launch a copy of Working Papers SmartSync through a Citrix session and ensure the correct SmartSync Path is set under Tools Options Default Paths. Note: If some of your users work offsite with a copy of Working Papers on a laptop or similar device rather than Citrix, their SmartSync Path should be set up slightly differently. Their SmartSync path should point to the local drive on their laptop rather than a network share. This will enable offline use of SmartSync copies of engagement files that can be synchronized when the user returns to the office or connects by VPN. Copyright 2012 CaseWare International Inc. 10

14 5 Citrix Application Publishing Best Practices for Citrix and Terminal Server Working Papers should be the only application required to be published on the Citrix server. Connector is a Microsoft Office add-in. The Audit International template is used within Working Papers. The Data Store Administration Tool should only be accessible to administrators. 1. Open the Access Management Console (Presentation Server) or Delivery Services Console (XenApp) for your Citrix server. Copyright 2012 CaseWare International Inc. 11

15 2. Navigate to Presentation Server Servername Applications or XenApp Servername Applications. 3. From the Action menu select New Publish application. From the Welcome screen that is displayed, click Next to Continue. Copyright 2012 CaseWare International Inc. 12

16 4. Enter CaseWare Working Papers in the Display Name field and provide a description of the application for your users in the Application Description field. Click Next to Continue. Copyright 2012 CaseWare International Inc. 13

17 5. Choose the Radio button for Application and then choose the Application type that is most appropriate for your environment. If the streamed application type is required, please contact CaseWare technical support for more information on this type of application configuration. Click Next to Continue. Copyright 2012 CaseWare International Inc. 14

18 6. The executable used to launch Working Papers is called CWin32.exe. This file is located in the CaseWare root installation folder and should be referenced by the Command line field. The Working directory field should be set to the CaseWare root installation folder. Click Next to Continue. Note: All paths used by Working Papers should refer to a local drive on the Citrix server. This will provide increased performance within the application. Copyright 2012 CaseWare International Inc. 15

19 7. On the next screen, add all of the servers that will access the Working Papers application by clicking the Add button and selecting them or importing the list of servers from a file. Click Next to Continue. Copyright 2012 CaseWare International Inc. 16

20 8. Select the radio button for Allow only configured users and click the Add button to add users for this application from your Active Directory service. 9. Select Users in the left navigation pane. Select any users or groups that you would like to access Working Papers and click the Add button. Click OK when you are finished. Copyright 2012 CaseWare International Inc. 17

21 The icon for Working Papers should be available on the next screen. Ensure that the users' Start In setting for this icon is pointing to the installation on the Citrix server itself and not to a location on another workstation or location. Otherwise connections to client files made through Citrix can be slow. This is addressed in the Microsoft article found here: Select the appropriate options to make the Working Papers icon available to users and then click Next to continue. Copyright 2012 CaseWare International Inc. 18

22 11. Neither of the options on the next screen are required for the setup being completed here. Simply click Finish to make the CaseWare applications that you have installed available to your users. Copyright 2012 CaseWare International Inc. 19

23 6 Troubleshooting Best Practices for Citrix and Terminal Server This section contains a list of issues that have been observed with Working Papers in Citrix environments. Each issue also provides a resolution that can be implemented. 6.1 Issue: Working Papers and the SMB2 Network Protocol The SMB2 network protocol from Microsoft has been known to cause file corruption with some applications, including Working Papers. Consult our CaseKnowledge system for the latest information on this issue by clicking here: Issue: Customizing menus We have installed Working Papers and CaseView on a Citrix server at a client and have tried to remove access to the export to RTF in CaseView through the Tools, Customize menu. As everyone accesses Working Papers and CaseView from the same server, I would have thought that disabling the export on the server would have disabled it for all 50 users, but it has only removed access for the 1 terminal that we disabled it on. Do I assume that we have to remove access on all 50 terminals? This is a user setting, not an application setting. Menu setting are saved to the following registry key: HKEY_CURRENT_USER\Software\ CaseWare International\Working Papers\ \ CaseView\Custom Menus Once you set up the menu on one profile, you will need to copy this key to each profile on that local machine. 6.3 Issue: Sync copy unable to connect to parent If you receive the following error message: A network resource may be unavailable, or the parent file may have been moved. the Citrix system may be locking the file. You may need to request a new profile. Copyright 2012 CaseWare International Inc. 20

24 6.4 Issue: Crashing when opening WP in Citrix Best Practices for Citrix and Terminal Server An install issue with MSXML4.DLL (error: "class not registered") may cause Working Papers to crash after opening a file. Reinstall MSXML4 by first deleting the msxml4.dll and msxml4r.dll from your system32 folder (on the citrix machine and in the local user's work area). Then run the update at: After this, check the version in the system32 folder. The msxml4.dll should be Right click it and select Properties. If all else fails, see if something is blocking the usage of MSXML4.DLL on the Citrix machine. (e.g. anti-virus software or some other settings) 6.5 Issue: Working Papers fails to start properly An invalid registry key has been set during custom installation. Contact CaseWare support to reset the CaseWare HKEY_CURRENT_USER registry branch. 6.6 Issue: Faulting application cvwin32. If you are receiving multiple instances of the error event, Faulting application cvwin32.exe faulting module cv32.dll fault address 0x000b9684, try the following. Delete the registry key. HKEY_CURRENT_USER\Software\CaseWare International\{Working Papers version}\caseview\startup and its contents to see if the problem goes away. Note: A user may have to do this as an administrator so that the settings are propagated to all users. The {Working Papers version} section in the path above should be replaced with your version of Working Papers. 6.7 Issue: Problem when Signing out a file In some Citrix setups, problems that can occur when signing out a file. Refer to: Open File Limits and Error 1570 in this document. 6.8 Issue: Remote connection slowness If you have Working Papers on a Citrix Server with the data on a local Data Server and Client files are taking a long time to open in this configuration compared to when logged into a local Citrix Server, then a setting in the Active Directory called Home Folder may be Copyright 2012 CaseWare International Inc. 21

25 at fault. See if the Home Folder is connecting back to the original Office across the network. If so, then once it is removed, the process will speed up. Refer to the Microsoft article ery=home+folder&adv=&mode=r&cat=false and the article On the Citrix Server that is slow, check to see how CaseWare is being launched. Look at the properties of whatever icon is used to see whether a "Start in" path has been provided. Ensure the "Start in" path refers to the local drive and folder of the Citrix Server where CaseWare is installed. 6.9 Issue: Sign out creates files in local machine and server in Citrix If you are trying to sign out a file over Citrix to your local drive and you get both the copy on the local machine and the one on the server being set as the central copy with all of the documents being grayed out, then there may be a limitation to the maximum number of open files allowed on a Citrix client drive. Refer to: Open File Limits and Error 1570 in this document Issue: Central Data Store Errors on a Citrix or Terminal Server Issue 396 in Enterprise Wizard After a remote installation to a Citrix/Terminal Server, staff attempting to launch Working Papers may receive one of several Central Store related error messages. The installation must be made locally on the server, not through a remote connection. If done remotely, components will exist on the source machine that should be located on the server, and will therefore be unavailable. Copyright 2012 CaseWare International Inc. 22

26 6.11 Issue: Maxed out Processors on Server Slow Performance Users attempt to work in a locked down engagement file in Working Papers and the processors on the Citrix/Terminal server are maxed out. When users exit the engagement file the processor utilization returns to normal. With locked down engagement files there are two features, milestone generation and redlining that can cause issues in Citrix/Terminal Server environments. Both of these features should be disabled for locked down engagement files in Citrix/Terminal Server environments. To disable milestone generation, select the Settings tab of the Engagement History dialog box under Engagement History and ensure that no milestones are being generated for any history events. Redlining can be disabled by editing the CV.VER file and adding the line NoAutoSetAutoCompareLockdown= Issue: CaseView Document Does Not Print A user attempts to print a large CaseView document and receives an error indicating that the connection to the server was broken before the entire document was transferred. This issue is a caused by a limitation in the Citrix universal printer driver (UPD), and is related to the size of the document. When CaseView prints to a session printer, the output is captured by the UPD and sent over the network to the client. The UPD in the client then spools the document in a temporary file. If there isn't enough space in the client to store the temporary file, the UPD aborts the printing process and closes the connection. Increase the space available for temp files in the client's local hard drive or RAM drive. Another option that has been found to work is to install the client's native printer driver on the Citrix server. Consult the Citrix forum for more information on this issue Issue: Error 50 When a Citrix/Terminal Server user creates a Sync child or goes online with a Sync child after being offline an error 50 message is displayed. This can happen in a situation where the user is storing the Sync child on the disk on their workstation while using a copy of Working Papers in a Citrix/Terminal Server session. If Working Papers is used in a Citrix/Terminal Server session then files should be stored either on the Citrix/Terminal server or on a network drive. Files on a workstation disk should only be used with a copy of Working Papers installed directly on the workstation. Copyright 2012 CaseWare International Inc. 23

27 6.14 Issue: CWIN32.exe Error Best Practices for Citrix and Terminal Server Working Papers users in a Citrix/Terminal Server environment may receive a CWIN32.exe error when attempting to launch the program. This prevents these users from launching Working Papers. This error can sometimes be resolved by clearing the Working Papers registry settings on the Citrix server. Contact CaseWare support for more information on how to do this. Also, the line DisableScanning=1 can be added to the CV.VER file if clearing the registry settings does not resolve the issue Issue: Working Papers Freezes While Creating a New File While creating a new file in a Citrix/Terminal Server environment, the Working Papers interface appears to freeze and become non-responsive. Refer to: Open File Limits and Error 1570 in this document. Also, ensure that the drive being used for Working Papers are in line with the best practices detailed in this document Issue: Multiple Sync Copies When User Reconnects Multiple Sync copies of an engagement file are observed after a user has been working remotely and reconnects to the network containing the Sync Top-Level Parent. An extra setting is required for users who are working on Sync copies of an engagement file and who do not have continuous connectivity to the network containing the Sync Top-Level Parent. Open the CV.VER file in the CaseWare installation root folder and add the line "SyncResessionCopy=0" to the file. Copyright 2012 CaseWare International Inc. 24