Citrix Application FAQs

Q. I have been told that I was granted access to a particular Citrix published application;
however, the application icon does not appear once I log into the Web Interface. ......... 2
Q. When I log into RAAppPortal, the site tells me a newer client is available. However,
when I attempt to install the newer client, I receive an installation error saying The
Web client installation cannot continue ........................................................................ 2
Q. I am able to connect to one or more Citrix applications. However, local drive
mappings and printers are not available within the Citrix session..................................... 3
Q. I chose the wrong settings when asked to choose my security options. How do I fix
this? ..................................................................................................................................... 3
Q. When I launch a Citrix published application, I receive a warning message stating that
my temporary client license will expire in X days. .............................................................. 6
Q. When I launch a Citrix published application, I receive an error message stating that
my connection has been interrupted. ................................................................................ 7
Q. When I launch a Citrix published application, I receive a window stating (show
content while dragging) ...................................................................................................... 7
Q. How long before an inactive Citrix session is disconnected? Can this timeframe be
adjusted?............................................................................................................................. 8
Q. The RAAppPortal website logs me out after a period of time. ...................................... 8
Q. I still need help, even after going through the FAQ. ...................................................... 8
Appendix A - Steps to Delete Your Terminal Services Client License ................................. 9
Revision History ................................................................................................................ 10

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Q. I have been told that I was granted access to a particular Citrix published
application; however, the application icon does not appear once I log into the Web
Interface.
A. Open Internet Explorer and browse to the Citrix Web Interface
(https://raappportal.ra.rockwell.com). You will be asked for your logon credentials.
The system will then refresh the applications you have been given access to and the
appropriate icons will appear. If you still do not see a folder or icon for the
application youre looking for, verify with the AppAdmin that the correct
permissions have been assigned for that application to enable your connection via
Citrix.
Q. When I log into RAAppPortal, the site tells me a newer client is available. However,
when I attempt to install the newer client, I receive an installation error saying The
Web client installation cannot continue
A. Users that receive the following error message already have a Citrix client installed
and should be able to connect to Citrix published applications without issue.

However, if the user would like to upgrade to improve performance, he or she will need
to run the below command at the command prompt and start the upgrade process once
again.
Run the below command on the Run Menu or Command prompt
For Windows 7 and Windows8
Reg delete
HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\CitrixOnlinePluginFull

For Windows XP
Reg delete HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\CitrixOnlinePluginFull

If you have any questions or issues and need help contact helpdesk for assistance.

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Q. I am able to connect to one or more Citrix applications. However, local drive

mappings and printers are not available within the Citrix session.
A. Ensure that the security settings for the Citrix (ICA) client are configured properly. For
information on how to view the settings (and adjust them if needed), please see the
FAQ item entitled I chose the wrong settings when asked about security options. How
do I fix this?

Q. I chose the wrong settings when asked to choose my security options. How do I fix
this?
A. Resolving this requires the Citrix Connection Center to be available. The steps to
open the Connection Center depends on the version of the Citrix client you have
installed your PC.
1. Citrix Client 13.x or newer To open the Citrix Connection Center, launch any one of the
Citrix applications you have available to you. Once the application is up and running,
right-click on the Citrix Receiver icon in the system tray ( ). Choose About. An About
Citrix Receiver window will open. Click on the twisty arrow to expand Advanced. Click
on the Connection Center link.
2. Citrix Client 12.x or older To open the Citrix Connection Center, launch any one of the
Citrix applications you have available to you. Once the application is up and running,
the Citrix Connection Center should be available in the system tray (this is the area next
to the date/time on your desktop). Depending on the version of the Citrix (ICA) client
you have installed, the Citrix Connection Center may look like one of these icons. (
or

or

). Double-click the appropriate icon to open the Citrix Connection Center.

Once the Connection Center is open, you will see a list of servers and applications that
are currently active. Highlight the name of the server (in the example of the screenshot
below, USMKECTX157) and click the Files: drop down list.

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Choose Full Access. Click Close to close the Citrix Connection Center. To activate the
changes, you will need to log out of all Citrix applications you are running. You can
verify you are logged out of all applications as the Citrix Connection Center icon will only
be available when you are logged into a Citrix server/session.
Note: Connecting to local printers and drives may take some time. Citrix sessions are
configured such that the application open without waiting for the drives and printers to
become available. The time required to connect the drives and printers can take up to 34 minutes. The further a user is from the MKE Data Center, the longer this time will take.
Please allow enough time for these connections to appear.

Q. When I launch a Citrix published application through the RA Application Portal, my

PC displays as box asking me to Click Install to access your applications.

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Check the box, I agree with the Citrix license agreement.

Then click, Install.
When prompted to Run or Save this file, select Run.

It will prompt you to select Run again.

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On the next Installation screen Just click Install

You will see an installation progress screen

After end of installation it will take you to the below screen. Just click Skip to Log on
and continue to login with your credentials.

Q. When I launch a Citrix published application, I receive a warning message stating

that my temporary client license will expire in X days.

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A. Every PC that connects to Citrix requires a terminal services client license. The
majority of users receive this license automatically from the Citrix server upon
connection. However, there are times when this license key becomes corrupt and
needs to be deleted and regenerated. To resolve this issue, complete the steps
outlined in Appendix A Steps to Delete Your Terminal Services Client License. If
these steps do not resolve the issue, please contact the HelpDesk for further
assistance.

Q. When I launch a Citrix published application, I receive an error message stating that
my connection has been interrupted.

A. This is a very generic error message. Most of the time, the problem is due to a
corrupted Terminal Services License on your PC. To resolve this issue, complete the
steps outlined in Appendix A Steps to Delete Your Terminal Services Client License.
If these steps do not resolve the issue, please contact the HelpDesk for further
assistance.

Q. When I launch a Citrix published application, I receive a window stating (show

content while dragging)
A. Due to the inherent nature of thin client computing, any change in the display that is
provided to the end user requires bandwidth between the server and the client.
Dragging a window across the screen greatly increases the amount of bandwidth
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used. This message simply stats that Citrix disables this feature by default.
Unchecking the box will prevent the message from appearing on future sessions
from your PC.

Q. How long before an inactive Citrix session is disconnected? Can this timeframe be
adjusted?
A. The setting that controls the inactivity timeout for Citrix applications is different for
each application. For applications, such as SAP (30 mins), that have its own inactivity
timeout, the Citrix configuration is set to a slightly larger value. Each user connected
to the Citrix environment consumes a license. Consequently, users in an inactive
state are consuming resources that could be used by other users. Inactivity
timeouts are agreed upon between AppAdmins and the Server Admins to limit the
number of users that reach this state. The timeout setting is not configurable by
users.

Q. The RAAppPortal website logs me out after a period of time.

A. The RAAppPortal website (https://raappportal.ra.rockwell.com) is configured to
automatically logout a user after 20 minutes of inactivity. This is a security feature
and will not affect existing Citrix applications in use.

Q. I still need help, even after going through the FAQ.

A. If none of the information listed in this FAQ document pertains to the issue you are
seeing, please see the Resources tab on the main RA Application Portal page. If you
still need further assistance, please contact 3-HELP.

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Appendix A - Steps to Delete Your Terminal Services Client License

1. Log out of all Citrix Applications.
2. Double-click the MSLicense_Remove.reg file shown below.

MSLicense_Remove.r
eg

3. You will be presented with a number of security questions. When asked if you
want to run this embedded object, click Yes.

4. When asked if you want to run this software, click Run.

5. When asked if you want add this information to the registry, click Yes.

6. When asked if you want add this information to the registry, click Yes.
7. You should now be able to access your applications via Citrix. If these steps did
not resolve the problem, please contact 3-HELP for further assistance.

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Revision History
Revision
2.4
2.5
2.5

Change Description
Document Update
Document Update
Added Connection Center
Update for Receiver 4.x

Citrix FAQ v2.6 27 Apr 2014

Updated By
Joan Marenda
Sivakumar Kathirvel
Duane Rickaby

Date
Sept 14, 2012
Jan 27, 2014
Apr 7, 2014

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