DAG Currently Supports the following Operating Systems and web browsers

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1 Overview This reference guide provides process steps and screenshots on the installation of the DAG Access Software comprised of: Citrix Receiver Installation Netscaler Gateway Endpoint Analysis Important Information When installing this software, Sprint strongly recommends: Temporarily turn off ALL anti-virus software prior to installation, this may interfere with installation. Temporarily turn off or uninstall all Google, MSN, AOL, Yahoo browser tool bars. Temporarily turn off Firewall protection, as again, this may interfere. DAG Currently Supports the following Operating Systems and web browsers Microsoft Operating Systems Microsoft Web Browsers Windows XP, Windows VISTA, Windows 7, Internet Explorer 8, 9, 10, 11 Windows 8, Windows 8.1 Windows 10 - EDGE is not supported at this time Important Note For Windows 10 Users Only: Windows 10 with Internet Explorer 11 will work with our systems. Microsoft EDGE Web Browser is not currently supported by DAG. The DAG Installation will set users up with the proper icon on their desktop to ensure Internet Explorer 11 is used to access our systems. *** 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 Digital Certificates 1

2 Job Aid Digital Certificates must be downloaded to the computer in the store/location that it is intended for. You cannot mix and match certificates User IDs are locked to work only for the store they are intended to be used for o Ex. If Store 1 attempts to use Store 2 s User ID and Password, it will not work and the Sprint Fraud team is notified. Recommended Store Bandwidth Standards * Taken from the Standards and Requirements Documentation located on Indirect.Sprint.Com * 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/audio Seeing Error Messages? USE OUR HANDY TROUBLESHOOTING DOCUMENT and TROUBLESHOOT YOUR OWN ISSUES 2

3 Install Required Citrix Software Go to the website link listed in the box to the right Go to this link: Run the Internet Explorer Settings Utility Click on the Internet Explorer Settings Utility Click Save 3

4 Create folder on Desktop and label it Sprint (so you can easily find it) Right Click on the file and select Run As Administrator A black screen will appear follow the prompts and press a key when asked. * Please Note: If a red screen appears, that means you did not Run As Administrator and your installation will fail 4

5 Job Aid You are now ready to begin the DAG Citrix Client Install Software components on your computer. Save the file in the folder labeled Sprint which you created on the computer s desktop. 5

6 Click Open Folder (OR, go to your desktop and click on the folder to get to the file)` Right Click on the file labeled: SprintDAGInstall1.0 Run as Administrator (Run As Administrator is vital to successful installations) * It s possible Windows XP Machines may NOT have Run As Administrator 6

7 When the first black (DOS Prompt) pop up window appears, 1. Click Press Any Key To Continue 2. Please wait while the install process gets going and you may need to wait at least seconds to see the Preparing to Install notification 3. You are notified of successful installation. 4. You are informed you will be pressing a key and your computer will reboot. Verify in your computer s Control Panel that the 2 Programs: Citrix Access Gateway Endpoint Analysis and Citrix Receiver have been installed on your computer. Once verified, close the Control Panel window and go to your computer s Desktop. 7

8 The Sprint DAG Shortcut icon appears on your computer s desktop now. Double Click the Sprint DAG icon and Internet Explorer will automatically open to the URL: The list of certificates assigned to the computer will appear. The User needs to choose the digital certificate assigned specifically to them. It is possible this section will only be populated with 1 (ONE) digital certificate. If you see only one certificate, please select it when accessing RMS Lite. Upon selecting the digital certificate, Citrix Endpoint Analysis pop up window appears. Please note, the list of Digital Certificates listed here are invalid and are for demonstration purposes only. Select Yes to perform the scan. If you select ALWAYS you will not be prompted with this message again. 8

9 Upon completion of scan, the user needs to select the digital certificate again. It is possible this section will only be populated with 1 (ONE) digital certificate. If you see only one certificate, please select it when accessing RMS Lite. The user will see Security message and must click OK. User must now log in with the DAG User ID and Password. 9

10 Citrix will do a component check and Digital Certificate validation check You will be prompted to choose the certificate again Based on how you are set up in our systems, you will/can see 1 or more icons to access various tools/apps/etc If you believe you are missing any icons to access tools/apps/information, please contact your Sprint Representative and/or open a Dealer ClickIT Ticket. It is possible this section will only be populated with 1 (ONE) digital certificate. If you see only one certificate, please select it when accessing RMS Lite. 10

11 1 st Steps in Troubleshooting Troubleshoot your own issues by opening the TROUBLESHOOT YOUR OWN ISSUES guide as seen here. Go To: and scroll down. Select Troubleshoot Your Own Issues. Additional Beginning Troubleshooting Steps Below Verify Computers have correctly installed the Citrix Software on their machines. Go to: Control Panel > Programs Click on UNINSTALL A PROGRAM 11

12 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 Any user who does not have both of these programs must go through the installation process again. Exact Step By Step Installation steps and software required are located at: #1 Reason this error occurs is because users are using an incorrect User ID/Password Combination The credentials (User ID, Password, etc ) you typed are incorrect. Please try again or contact your help desk or system administrator. 12

13 This error is easily fixed. During the login/access process the user was asked to allow a scan of the computer and chose no when they should have selected YES. You also can click ALWAYS so that you do not have to see this popup at any time after selection. OR It is also possible to see this screen if you have selected NO to the scan process. If you see this screen, close all Internet Explorer Web Browsers and start the logging on process over, making sure you select YES or ALWAYS during the logging in process as shown above. 13

14 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. This error occurs during the Installation Process. This error message appears to Windows 7 users when 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 14

15 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 ( ) for the download, and make sure you save the file to your computer and then run as administrator. You need to reset your Internet Explorer Browser to its condition when it came out of the box. Error Message: Resource shortcuts are currently disabled Close all Internet Browser Pages - Make sure you are using Internet Explorer (*the Internet Explorer 64-bit browser will not work) - Click on the Start Button, Find Run - In Run, type inetcpl.cpl and click OK. You should now see an Internet Options windows - Click on the Advanced Tab, then Reset - When Internet Explorer finishes resetting the settings, click Close in the Reset Internet Explorer Settings dialog box - Start Internet Explorer again - Go to - Select the Internet Explorer Settings Utility 15

16 - Save it to your desktop - Right Click on it and Run as Administrator - Retry Access to DAG/RMS Feedback - Reach out to your Sprint Account Team with any questions 16