HUB International: Citrix Troubleshooting

July 2016

© 2016 CompuCom. 2

1 Logging into the new HUB Citrix

Desktop (a.k.a. VDI or Xen)

2 CITRIX Receiver RESET

3 Issues with Citrix6

4 Common Issues

Agenda

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Logging into the new HUB Citrix Desktop (a.k.a. VDI or Xen Desktop)

1. Complete registration for HUB Multi-Factor authentication

– (see “Registration for HUB Multi-Factor Authentication.docx”)

2. Go to https://xenweb.hubinternational.com

3. Enter your username (usually firstname.lastname) and password

and click on “Log On”. Leave the RSA blank.

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Logging into the new HUB Citrix Desktop (a.k.a. VDI or Xen Desktop), cont.

4. If you selected the “Text message” authentication method, after clicking

“Log On” you will be prompted to enter the passcode that was just sent to the

mobile number you provided:

5. You will have approximately 60 seconds to provide the passcode before it

expires.

6. If you selected either “Phone call” or “Mobile App”, your browser will wait for

you to verify the login for either:

– a. You press # once the Microsoft sign-in verification system calls you

– b. You press “verify” on the Azure Authenticator mobile app

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Logging into the new HUB Citrix Desktop (a.k.a. VDI or Xen Desktop), cont.

7. You will have approximately 60 seconds to provide the verification

before it expires.

8. Once the authentication has been verified, you will be presented

with the icon for the VDI environment you have access to.

– Typically it will be something like “YYY XenDesktop” where YYY is your

HUB. Launch receiver icon and login to your Citrix desktop.

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CITRIX Receiver RESET

1. Check Internet Access - try another site

2. Clear Browser Cache & Cookies

3. Browser Reset

– a. Launch About Citrix from the Task Icon Bar

– b. Choose Advanced

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CITRIX Receiver RESET, cont.

– c. Reset the Receiver

– d. Hit OK

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CITRIX Receiver RESET, cont.

4. Disconnect Receiver

– a. Launch About Citrix from the Task Icon Bar and go to About, then

Advanced as you did above.

– b. Choose Connection Center

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CITRIX Receiver RESET, cont.

– c. Choose Disconnect,

– then select Yes

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CITRIX Receiver RESET, cont.

5. Uninstall/Re-Install Citrix Application

– a. Uninstall – Go to Start/Control Panel/Programs & Features/Uninstall or

change a program/Uninstall

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CITRIX Receiver RESET, cont.

– b. Go to //it-data/software/CompuCom/ . This folder will contain all “one-off”

software used by HUB. Run receivercleanuputility.exe directly from or

download the exe and run. This will insure all excess components have been

removed.

– c. Go back to //it-data/software/CompuCom/ and download the Citrix

Receiver

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Issues with Citrix6

1. Go to Xen.hubinternational.com - Click the XenDesktop Director

2. Log in using users “uni.firstname.lastname” Password: HUB 1ntl

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Issues with Citrix6, cont.

1. Go to Xen.hubinternational.com - Click the XenDesktop Director

2. Log in using users “uni.firstname.lastname” Password: HUB 1ntl

3. Use Search box in upper right corner to search for employee

“Lastname, Firstname”

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Issues with Citrix6, cont.

4. *click “Restart” in left column. It is preferable to logout of Citrix first”

5. If there are issues with an application, select the application in Activity

Manager and click “End Application”

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Common Issues

Issue SolutionVDI VS Citrix VDI offers a unique session per user

sPub- Citrix Server

sAppv- Microsoft Application Virtualization

VPN NEW ONE https://hubmfa.hubinternational.com/multiFactorAuth

VPN INTERNAL http://access.hubinternational.com

ZEN VDI - REMOTE USERS PORTALhttps://xenweb.hubinternational.com/vpn/index.html

/XEN DESKTOP 7.6

Citrix 5.0 - REMOTE USERS PORTAL http://ctx.hubinternational.com / 5.0

Citrix 6.5 http://ctx.hubinternational.com / 5.0

Recommended Plug Inhttps://www.citrix.com/downloads/citrixreceiver/legacy-receiver-for-windows/receiver-forwindows-

42100.htmlz

z Accounts Admin Privileges

Citrix Environments all moving to XEN Desktop.

Quality Assurance Isolated Production. All link to production data.

Citrix Management Tool for Citrix 5.2 Access management console - Reset connections, retrieve IP addresses.

Citrix Management Tool for Citrix 6.5 Apps Center

Citrix Management Tool for Citrix 7.6 Director

Citrix Director xddirector.hubinternational.com

SOE sCitrix Prod Desktop

from Dawer to Everyone: Citrix Management tool handle VDI sessions

SOE sCitrix Prod Desktop - XA6 RSA Setup

from Dawer to Everyone: Mention 3 citrix environments

sPub-SOE-XenDesktop

For more information, please visit:

HUB International HelpNet Site

THANK YOU!