This reference guide provides troubleshooting information for our DAG/Citrix User Community.

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1 Overview This reference guide provides troubleshooting information for our DAG/Citrix User Community. Important Information about your Digital Certificates Users cannot mix and match certificates Users who have more than 1 digital certificate installed on their machine must ensure that they select the same certificate (the one that they are assigned by their Organization s IT Department) each time that it appears during the login process Recommended Store Bandwidth Standards * Taken from the Standards and Requirements Documentation located on ISC * This is a recommended standard. Sprint recognizes bandwidth is not available in all geographies. As a standard, a typical location is recommended to support bandwidth in the 15Mbps/2Mbps (Download/Upload) range. A POS Systems averages: 3,906 bps in/1,130 bps out Tablet- 2 Mbps Max for each tablet for demonstration purposes WiFi- A quarter of bandwidth dedicated to Wi-Fi with at least 1 Mbps secured / password protected (not for customer use). It is also recommended that stores disable the below sites/data usage on Point of Sale machines. This will ensure data speeds are performing correctly. Facebook Pandora YouTube Any streaming video or audio Approved Browser Versions and Operating Systems When Accessing DAG.Sprint.com OS: Windows 7, Windows 8, Windows 8.1, and Windows 10 with Internet Explorer 11 only * Support for Windows XP and VISTA will be discontinued in the near future. Microsoft no longer supports XP and VISTA with Security Updates. Browser: Internet Explorer 11, 10, 9, 8 (Microsoft Edge is NOT supported at this time) 1

2 Job Aid *** NEWS FLASH *** Effective Tuesday, April 4, 2017, computers accessing Sprint systems must comply with an updated list of supported Operating Systems and Web Browser version. - Failure to ensure your computers have been updated to the below mandatory configuration options will prevent your ability to access DAG.Sprint.com and prevent your ability to download Digital Certificates. Operating Systems Supported Effective April 4, 2017 Windows 7, Windows 8, Windows 8.1, Windows 10 Web Browsers Supported Effective April 4, 2017 Internet Explorer 11 Microsoft EDGE Browser is not yet certified for use with Sprint Systems For More Information about DAG, log on to ISC (Indirect.Sprint.Com) and go to: - Indirect Sales > Policies and Procedures > Back Office & Admin > DAG > Access I.S.C. via DAG 1 st Steps in Troubleshooting Verify Computers have correctly installed the Citrix Software on their machines. Go to: Control Panel > Programs Click on UNINSTALL A PROGRAM Once the user has done this, review the programs and verify that both of these programs are loaded Citrix Access Gateway Endpoint Analysis Citrix Receiver * If these 2 items do not both appear in the Add/Remove Programs section, then users will absolutely, positively NOT be able to successfully log into Note the below Screen Shots show differences in the icons within Add/Remove Programs Any user who does not have both of these programs must go through the installation process again. Exact Step By Step Installation steps and 2

3 software required are located at: The current DAG Installation Package has updated software that appears in your Add/Remove Programs as Netscaler Gateway Endpoint Analysis. Older versions of the DAG Installation Package will appear as Citrix Access Gateway Endpoint Analysis. DAG Auto Setup FAILED Red Screen This screen informs people who are running the Internet Explorer Settings Utility that they did not follow the steps in the Installation Guide. As directed in the screen shot, you MUST run the Internet Explorer Settings Utility as an Administrator Save File To Your Computer Locate The File Right Click On The File Run as Administrator * Problem Solved * 3

4 Error Message: Incorrect Credentials. Try Again. This means the user has typed in an incorrect User ID or an Incorrect Password. Or, both. Review your information and try again by logging in with your DAG User ID and DAG Password.. If you have repeated login issues, you MUST request a DAG Password Reset through your authorized contact using Dealer PMP Password Management Portal. THEN. You should follow the DAG Password steps listed below to prevent this issue in the future. Your first time logging in, you are granted a temporary password with your User ID. ERROR MESSAGE: Could Not Update Your Password You have not followed the steps required when creating your password. This screen is where you get to type in a password YOU create with the following requirements: - At least 8 characters long - Does not contain your User Name, First Name, Last Name, Company Name - Is significantly different from your previous passwords - Contains characters from all of the following groups: * Uppercase Letters (A, B, C ) * Lowercase Letters (a, b, c ) * Numerals (1, 2, 3 ) * Symbols found on the keyboard ` # $ % ^ & * ( ) _ + - = { } \ : " ; ' < >?,. / 4

5 This error is easily fixed. During the login/access process the user was asked to allow a scan of the computer and chose no Users should select Always or Yes when this appears. OR Error Message: Access Denied Software Sprint identifies on user computers may be labeled harmful to Sprint s Systems. As a result, we block access to our systems until the software is removed OR the computer is reformatted and Windows Reinstalled. These Error Messages detail EXACTLY what a user is to do. Follow the steps provided in the error message that include ing DAGHelpdesk@Sprint.com for the next steps you need to take. 5

6 This error occurs during the Installation Process. This error message appears when installer of the DAG Software is not Performing the Installation as an Administrator. The correct steps to follow are for the user to: - Save the RMS Lite/Citrix Installation to the user s computer - Right Click on the file and select RUN AS ADMIN - The installation should run smoothly Windows can t open this file: File:.ica Any time you see an error code followed by.ica, it informs the user that the program - Citrix Receiver did not install properly during the installation process. Go back to the site ( ) and download the DAG Installation Software. And make sure you save the file to your computer and then run as administrator. - If you ever Open the file and Run from the website it will not work properly. OR If you see this message, follow the below steps Go to Download the Receiver Clean Up Utility as detailed on the Citrix page Run the Clean Up Utility per the Citrix instructions Restart The Machine Install the DAG Software Components - Citrix Receiver 6

7 - Netscaler Endpoint Analysis Re Try Access of Sprint Systems via DAG.Sprint.com Error creating process The only fix for this error at this time is to reimage / re-install Windows Operating System on the computer. - This error calls out a corrupt or missing file that the Operating System and our DAG installation components (Citrix Receiver and Citrix Endpoint Analysis) need. In Internet Explorer, click on Tools -> Internet Options (if you don't see Tools, press the ALT key on the keyboard to make it appear). Click the Delete button. Check the boxes for Temporary Internet Files and Cookies and make sure all other checkboxes are clear. Click Delete again. Wait for the deletion to occur, then click the Advanced tab. Scroll down the list until you get to the Security section. CLEAR the box that says Do not save encrypted pages to disk. Click OK to save your changes, then try your Citrix apps again. Symptom - User clicks on an icon but nothing happens Commentary - Citrix Receiver did not install correctly or - End user computer has setting Enable Protected Mode turned on Resolution Steps - Verify Enable Protected Mode is Unchecked Tools > Internet Options > Security Tab 7

8 - If Enable Protected Mode is checked, do the following: Uncheck > Apply > OK > Restart Internet Explorer - Retry access of applications in DAG If still an issue, do the following: - Review Add/Remove Programs and ensure that both Citrix Receiver and Citrix Endpoint Analysis are installed. - If Citrix Receiver is not appearing in Add/Remove Programs, user should re-install the DAG Software this time making tripley-sure that you do the following during the install process: Identify the DAG Install File RIGHT CLICK and RUN AS ADMIN Resolution Steps: 1. Open Internet Explorer 2. Click Tools > Internet Options 3. Review the Internet Options information that just opened Error Message: 3006: The plug-in failed to start. Contact your help desk or system administrator. 8

9 . If you see a check in the box labeled Delete Browsing History on exit you need to do the following: * UNcheck the box so that it is blank * You need to run the Internet Explorer Settings Utility again NO EXCEPTIONS Go to: - Click Step 1 for the Internet Explorer Settings Utility - Download and Save the File To your computer - Right Click on the file and Run as Administrator - Retry 404 File or directory not found This issue typically occurs when there is an issue with the end user s Digital Certificate. The Digital Certificate is expired There is no Digital Certificate The End User has not selected the digital certificate assigned to them while logging in. 9

10 Users should take the following Steps: - Verify that your Digital Certificate issued by MCCAPROD is located in the Personal Tab of your Certificates Folder In Internet Explorer, Click Tools > Internet Options > Click Content Tab > Click Certificates - Verify you have a certificate that has not expired and issued by MCCAPROD o If no certificate issued by MCCAPROD in this field, you ll need to contact SA Security to request one (Steps will be provided to install it) o To contact SA Security, please them at: SASecurity@Sprint.com Your device does not meet the requirements for logging on to the secure network. This error message is typical of users who do not have a valid, Sprint Issued Digital Certificate for use when accessing Sprint systems. Contact SASecurity@Sprint.com and provide this error message and request next steps. 10

11 Error Message: An error has occurred: No step number specified. Please contract your administrator for details Root Cause You did not successfully run the IE Settings Utility or chose to not run it at all. Go back to document and ensure you successfully run the Internet Explorer Settings Utility AS ADMINISTRATOR. Review the installation guide for exact steps to successfully run this utility. If an end user sees this screen, it means they have elected to use Microsoft EDGE Web Browser - which is currently NOT supported. Note The Look and Feel Of This Page. Users must select the DAG Icon that is on their computer s desktop (if not there, direct them to the URL and step by step guide at: At the very least, the end user MUST find Internet Explorer 11 on their machine and manually type in to begin the login process. Users should always refer to the Step By Step Guide as needed at: * Please Note: This screen appears after the end user types in their DAG User ID and DAG Password and clicks Submit/Login. 11

12 This error message can occur for multiple reasons. - You need to run the Internet Explorer Settings Utility AS ADMINISTRATOR. Go To: Locate the Internet Explorer Settings Utility and click the link Follow the Steps provided and MAKE SURE you SAVE THE FILE TO YOUR DESKTOP and then Locate the File on your desktop Right Click RUN AS ADMINISTRATOR This issue can also occur if your computer does not have a Digital Certificate provided by SA Security on it. Or Your Computer was in sleep mode. - If your computer were in sleep mode, you can open a new Tab and type in in the URL field and log into DAG. 12