CTG Basic Troubleshooting

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1 CTG Basic Troubleshooting Before submitting a CTG ticket or reporting an issue in chat, please have the agents complete the steps below to clear Citrix personal settings, log off Citrix sessions, and complete the basic computer troubleshooting. These steps can resolve a large number of issues with multiple tools in Citrix, by essentially rebooting the Citrix connection. Completing them before escalating an issue can save a lot of time as they will typically be the first steps we have you try. If there is a step that can t be completed, move onto the next step and notate what steps was skipped and why if you submit a ticket. If the issue is still not resolved after completing these troubleshooting steps, please submit a ticket with a detailed description of the issue as well as screen shots for issues affecting a small number of agents. Let us know in the ticket that you have already tried the troubleshooting in this document. For issues affecting a large number of agents such as an entire site, please report the issue in the Incident Management pod in the Adobe War Room. Make sure to include that the steps below were already tried and didn t resolve the issue. Clear out the Citrix Personal Setting 1. Log off of and close everything except the browser tab with Citrix open ( 2. Launch the My Documents app from Citrix. If you are unable to complete this step, skip to the section: Forcefully Log Off Active Citrix Sessions. Updated 8/26/2015

2 3. After My Documents opens, in the Address Bar at the top, type the following: H:\Personal Settings and press enter. 4. This will open a hidden folder. Highlight all objects in the folder and delete them. 5. Confirm Yes to Delete 2

3 6. If you are given a warning that something cannot be deleted click on Skip. 7. After this has completed, close My Documents and any other Citrix applications you have open. Forcefully Log Off Active Citrix Sessions Note: You should only have go.intuit.com open at this point. Windows users jump to Windows Steps 3

4 MAC Users 1. Select the Citrix Icon 2. Select Quit 3. Select Log Off 4. These steps may need to be repeated for a MAC if multiple Citrix sessions were active. You will know you have started a fresh Citrix session when you see the following screen when attempting to open the first app. Repeat steps 1, 2, and 3 if this doesn t appear when launching the first app. 5. Continue to Basic Computer Troubleshooting. Windows Users 1. Locate the Citrix Receiver icon in your system tray. 4

5 2. Right Click on the icon and select About or Online Sessions 3. Select Advanced to get the advanced options. 4. Next, select the Connection Center option. 5

6 5. To forcefully log-off a session, highlight the server you wish to log off from and select Log Off. Please Note: Do not select Disconnect, as you will just reconnect to that session the next time you attempt to launch an app. If you want a fresh session you must select Log Off. 6. Log off all active server connections. Once successfully completed, there should be nothing listed under Active for the Citrix Connection Center. Basic Computer Troubleshooting 1. Clear your Browsers Cache, Cookies, and History. 6

7 2. Close the Browser. 3. Restart the computer. If you are a work from home (WFH/@Home) agent; reboot your modem, router, and phone as well. 4. If this does not resolve the issue, the Citrix Plug-In may need to be updated. Uninstall the existing Citrix Reciever Plug-In and Download and Install the latest Citrix Plug-In. The receiver can be found at Return to Top 7

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