Citrix Workspace Remote Desktop/Apps | Tips in troubleshooting
Purpose:
Purpose:
This article will show you some tips that will help your troubleshooting with Citrix Workspace Remote Desktop/ App issues.
Client:ARCM, LCA, VAM
Client:Category:Troubleshooting, General Information
Keep in mind that any changes you make, (e.g. log off user/disconnect the session etc.) Citrix takes a while to replicate in the server; Just be patient and wait for at least 5-10 mins before asking the user to try and reconnect
If the user is travelling, make sure to ask the user to try a different WIFI connection other than the hotel network. There are times that the hotel's firewall is blocking Citrix.
Category:
Keep in mind that any changes you make, (e.g. log off user/disconnect the session etc.) Citrix takes a while to replicate in the server; Just be patient and wait for at least 5-10 mins before asking the user to try and reconnect
If the user is travelling, make sure to ask the user to try a different WIFI connection other than the hotel network. There are times that the hotel's firewall is blocking Citrix.
Steps
1. Always try on both Citrix Workspace App and Web browser to narrow down the issue as well as to provide a workaround if the first option failed.
Server and web URL: https://coveapps.cloud.com
Steps
2. Advise the user to use Connection Center to disconnect their active sessions.
Right click on the Citrix Workspace icon in the taskbar and choose Connection Center > Select the Remote Desktop connection or Application that is having an issue and click Disconnect.
3. Once the session has been disconnected, go to Citrix Workspace App > Click on the Account Icon > Click refresh.
Behavior: Once the refresh is completed, it will automatically try to launch again the remote desktop/application session.
If it did not, sign out and sign-in the account of the user again.
4. In Citrix Admin Portal, you will find the sessions of the users inside Sessions Tab.
Hint:
Focus on the "Name" Column, to identify if it's an application or desktop.
If you see the hostname of the office PC, it means that the user has a session of remote desktop to his/her office PC. (e.g. WDB-DJONG.arc.arcmcap.com)
If you see the hostname of the server, it means that the user launched an application from Citrix. (e.g. ARC-HK-ZA-MYB1.arc.arcmcap.com & ARC-AE-ZA-ECA1.arc.arcmcap.com)
With this information, you can now easily identify which session to log off depending on the issue of the user. (Is he/she having issues launching remote desktop or application?)
Do not just log off all sessions. There are instances that applications can launch in Citrix with no issues and only Remote Desktop is affected. If you log off the application session, user might lose their work.
5. In Citrix Admin Portal, you can also double check if the hostname of the office PC of the user is included in the Delivery Group and assigned to the user. This ensures that the hostname/Remote PC will be published on the user's Citrix Home Page. If not, raise to Systems Team.
Delivery groups > Client Folder > xx-xx-DG-DT > Desktops Tab.
Reference Ticket#1158811
Reference Ticket
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