Citrix Receiver 3.3 Troubleshooting Guide

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Citrix Receiver 3.3 Troubleshooting GuideOverviewNew York State Office of Children and Family Services (OCFS) is rolling out Citrix Receiver 3.3. In preparation for thedeployment, the team has put together the following troubleshooting guide to highlight issues you may see and steps forresolution.ContentsOverview.1͞ ŝƚƌŝdž ZĞĐŝĞǀĞƌ ŽƵůĚ EŽƚ ĂƵŶĐŚ ZĞƋƵĞƐƚĞĚ WƵďůŝƐŚĞĚ ƉƉů.2Citrix Client Does Not Exisit.3Applications Fail to Launch.3No Value Found for AllowHotkey.4Citrix HDX Engine.4-1-

³&LWUL[ 5HFLHYHU &RXOG 1RW /DXQFK 5HTError. If the user has another version of the client, the following error will be seen: "Citrix Receiver could not launch therequested published application".Issue. All previous versions of the Citrix client must be removed in order for Receiver 3.3 to install successfully. Thedeployment uninstalls Citrix Client 11.2; however, some users have other versions installed.Resolution. Uninstall both the Web Client and the new Receiver client then reinstall the new Receiver client.Part I Confirm Issue1Log in to the Computer with as the user and check Add/Remove ProgramsNote: Do( not un-installĨƌŽŵ ŚĞƌĞͿ͘ /Ĩ ƚŚĞƌĞ ŝƐ ĂŶ ĞŶƚƌLJ ĨŽƌ ͞ ŝƚƌŝdž KŶ-ŝŶ͟ ƚŚĞŶ ůŽŐ ŽĨĨ ĂŶĚ ůŽŐ ďadministrative privileges.Part II Steps to Resolve2With an administrative account, cŚĞĐŬ ĚĚͬZĞŵŽǀĞ WƌŽŐƌĂŵƐ ĨŽƌ ͞ ŝƚƌ-ŝŶ͟.If the entry existsƚŚĞŶ ĨŽůůŽǁ ƚŚĞ ŝŶƐƚƌƵĐƚŝŽŶƐ ŝŶ KƉƚŝŽŶ ĂŝŶ͕͟ ƚŚĞŶ ĨŽůůŽǁ ƚŚĞ ŝŶƐƚƌƵĐƚŝŽŶƐ ŝŶ KƉƚŝŽŶ ď͘a. Using your administrative account run theUninstallWebAgent.vbslocated in:\ \ fnpcfs0a1adv\ OCFSShare\ CitrixClient11.2WEB Uninstallb. Log back onto the machine as the user withthe Web Client and run theNonAdminWebUninstall.batlocated at:\ \ fnpcfs0a1adv\ OCFSShare\ CitrixClient11.2WEB Uninstall3Restart the computer once the Uninstallcomplete.is4Log in with the administrative account Uninstall the new Receiver 3.3 client by runningUninstallReceiver.vbslocated in:\ \ fnpcfs0a1adv\ OCFSShare\ CitrixReceiver3.3 UninstallNote: This will restart the computer upon completion5Once the computer finishes rebooting, log in with administrative credentials and runInstallReceiver.vbslocated in:\ \ fnpcfs0a1adv\ OCFSShare\ CitrixReceiver3.3 HSEN OneNet InstallNote: This will restart the computer upon completion6Once the reboot is finished, have the user login, change the setting to pass-through authentication andhave them test Connections.

Citrix Client Does Not ExisitError. There is no Citrix Client after update push for upgrade from Citrix Plug-in 11.2 to Citrix Receiver 3.3.Issue. SCCM successfully uninstalled Citrix Plug-in 11.2, but the install of Citrix Receiver 3.3 did not process.Resolution. Run the "Citrix Receiver 3.3 Upgrade" package from Advertised Programs.Steps to Resolve1Navigate toAdvertised Programsin the Control Panel2Run the͞ ŝƚƌŝdž ZĞĐĞŝǀĞƌ ϯ͘ϯ hƉŐƌĂĚĞ͟programNote: This will require a reboot upN OneNet Install\ AllowHotkeyFixb. Using your administrative account run the 7EnableLockdown.reg located in\ \ fnpcfs0a1adv\ OCFSShare\ CitrixReceiver3.3 HSEN OneNet Install\ AllowHotkeyFix2Log off, log back in,and testconnectionsCitrix HDX EngineError. Citrix HDX Engine has encounter a problem and needs to close. We are sorry for the inconvenience.Issue. This error message is caused by the Client Device being unable to connect to its mapped printers.Resolution. Delete the problematic printers.Steps to Resolve1KŶ ƚŚĞ ĞƌƌŽƌ ŵĞƐƐĂŐĞ ĐůŝĐŬ ͞ ŽŶ͛ƚ ĞŶĚ͘͟ /Ĩ ŽƉĞCONNECTIONS.2EĂǀŝŐĂƚĞ ƚŽ ƚĂƌƚ х WƌŝŶƚĞƌƐ ĂŶĚ &ĂdžĞƐ͘ KƉĞŶ ͞W

3Examine the printers. Check to see if any areƐƚĂƚĞ ŽĨ ͞hŶĂďůĞ ƚŽ ĐŽŶŶĞĐƚ͟in aĨŽƵŶĚ͟4ZŝŐŚƚ ĐůŝĐŬ ƉƌŝŶƚĞƌ ǁŝƚŚ ŝƐƐƵĞ ĂŶĚ ƐĞůĞĐƚ ͞ ĞůĞƚ5tŚĞŶ ƉƌŽŵƉƚĞĚ͕ ĐŽŶĨŝƌŵ LJŽƵ ǁĂŶƚ ƚŽ ƌĞŵŽǀĞ ƚŚĞ ĐŽ6LaunchCONNECTIONSand confirm that canprint successfully

There is no Citrix Client after update push for upgrade from Citrix Plug-in 11.2 to Citrix Receiver 3.3. Issue. SCCM successfully uninstalled Citrix Plug-in 11.2, but the install of Citrix Receiver 3.3 did not process. Resolution. Run the "Citrix Receiver 3.3 Up

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