Troubleshooting some common issues that occasionally appear with StoreFront:


Problem:   “When I try to log on, I receive a strange message that states 'You cannot log on with a smart card.  Please close your browser to protect your account'."
 
Possible Solution:   Usually one of several options should resolve this error.  If you are using a web browser, first just try closing all web browser tabs and windows, and then try again.  If that does not work, try rebooting your device.  If the problem persists you can use a workaround by starting an InPrivate window for Edge or an Incognito window for Chrome.  Another solution is to clear all of your browser cache for "All Time", and then retry.  If you need help clearing browser cache, contact your local supporter or the Help Desk.   If you are not using a web browser, for instance with an iPhone, iPad, or Android device, simply close the Citrix Workspace app, and reopen it and try again.  It may also be necessary to shut down your device and start it up again.   If you are unable to resolve this issue with any of the suggestions above, please contact the Help Desk at 504-568-4357 or at helpdesk@lsuhsc.edu.


Problem:   I am having problems configuring or using my existing [Citrix] Workspace app for iPhone or iPad."

Solution:   If you are having trouble with modifying the configuration for the Workspace app on your iPhone or iPad, or adding a new connection configuration, or if your Workspace app is just behaving strangely, it may be easiest to delete the Workspace app from the device altogether, and then re-download and reconfigure it from scratch.   Hold down the Workspace app icon for about two seconds, and then select "Remove app", and then select "Delete app".   Then go to the App Store, and search for and then download again the "Citrix Workspace" app.   After downloading, proceed to the "iPhone or iPad with Storefront" setup tutorial on the previous web page.


Problem:   “I am able to log on to Storefront, and it lets me try to launch my Citrix desktop (for example LSUHSC-Desktop), but after clicking on the icon I receive a message that states ‘Citrix has stopped working…’, and nothing else happens after that."
 
Possible Solution:   This issue may happen if you have an older version of the Citrix Receiver, or if your Citrix Receiver / Citrix Workspace has become corrupted.  Usually the best solution is to simply uninstall the existing Citrix Receiver/Workspace from your workstation, and then install the latest version of Citrix Workspace that is available from https://StoreFront.lsuhsc.edu.   See the “Problem” immediately below for additional details on how to complete this process.


Problem:   “I need to uninstall Citrix Receiver from my Windows workstation, so that I can reinstall it from the StoreFront website, but my IT Supporter is not available to help me at the moment.   How can I uninstall the Receiver on my own?”

Solution:   As long as your user account was originally used to install the Receiver on your workstation, or if you have administrator rights on your workstation, you should be able to uninstall Citrix Receiver on your own.   For Windows 10, click the Windows Start Menu button in the lower left, then click the "gear"- shaped Settings icon displayed slightly above the Start button.  This should display the Settings window.  At the top of the Settings window, where it reads "Find a setting" type in the word "Programs".  The first item in the search results should be "Add or remove programs".  Click on "Add or remove programs".  Next you should see a list of the software that is installed on your workstation.   Scroll down to find "Citrix Receiver", or in some cases, possibly "Citrix Online Plug-in" instead.   Click once on the Citrix item in the list, and then click "Uninstall".  Now just follow the on-screen prompts to complete the uninstall.  After uninstalling the old version, just revisit https://storefront.lsuhsc.edu, and follow the easy on-screen instructions to install the correct Receiver version.


Problem:  “If I use either Windows or a Mac, I am able to log on to StoreFront, and it displays my Citrix desktops and apps.   However, when I click on the icon for my desired connection, either nothing happens at all, or I am prompted to 'Save', or I am prompted to 'select a program'.”

Possible Solution:   This issue may happen if you do not already have any version of Citrix Receiver or Citrix Workspace installed on your workstation.   In case that is the issue, try clicking on your name in the upper right hand corner of the StoreFront web page, and then click “Install Receiver”.   If you are given a window that says “Detect Receiver”, click on that button as well.   Follow the prompts to check for whether you have Citrix Receiver installed, and to install the Receiver, if needed.  If the procedure above does not resolve your issue, try restarting your workstation and attempt to launch a Citrix session from StoreFront again.   If it still fails, please contact our Help Desk at 504-568-4357.


Problem:  “I am able to log on to StoreFront, but I am not sure if I have the Citrix Receiver/Citrix Workspace installed on my workstation.   I am unable to launch my Citrix desktop or app.  How can I check to see if I have the Receiver/Workspace installed, and if I do not, how can I install it?"

Possible Solution:   Click on the "gear" icon in the upper right hand corner of the StoreFront web page, then click "Account Settings". Finally click “Install Citrix Receiver”.   If you are next shown a window that reads “Detect Receiver”, click on that button as well.   Follow the prompts to check for whether you have Citrix Receiver installed, and to install the Receiver, if needed.  If you are still having trouble, please contact our Help Desk at 504-568-4357.


Problem:  “I am able to log on to StoreFront, and able to launch my desktop(s) successfully, but the Citrix desktop display fills my entire screen(s).  I cannot see the Desktop Viewer Toolbar, so I am unable to switch to a resizeable Desktop Viewer window, and unable to switch from my Citrix desktop to my local PC desktop.  The only option I have to get out of my Citrix desktop even temporarily is to log off of it, but this is not acceptable.  How can I fix this?"

Possible Solution:   This problem may be a result of having an outdated version of the Citrix Receiver installed on your local workstation.  It may be resolved if you uninstall the Citrix Receiver from your workstation and then visit https://storefront.lsuhsc.edu, and follow the on-screen instructions for installing the preferred Citrix Receiver/Workspace version.  For details on how to do this, please click here and see the Problem and Solution that appears next at the top of the page. If you need additional assistance, please contact our Help Desk at 504-568-4357.


Problem:   “I am using Windows.   I am able to launch LSUHSC-Desktop, but after launching it gives me just a plain gray screen, and it looks like it is stuck.”

Possible Solution:   This is a known issue with the Citrix Receiver version 4.10 (also known as 14.10) in combination with the version of Citrix software that runs our Citrix desktops.  You should ask your IT Supporter to help you uninstall Receiver 4.10 from your workstation.   (If your IT Supporter is unavailable, please see the Solution for the Problem listed immediately below this one.)  Then revisit https://storefront.lsuhsc.edu and follow the instructions for installing the Receiver version that is offered from that site.   This should resolve the issue.  If not, please contact our Help Desk at 504-568-4357.


Problem:  “I received a message asking me to 'download and update' my Citrix Receiver/Citrix Workspace   I followed the prompts to complete the update, and now something is not working correctly."

Possible Solution:   This problem may be a result of having upgraded your workstation with a version of Citrix Receiver/Workspace that we have not yet tested in our environment.   The best solution is to uninstall the Receiver from your workstation and then visit https://storefront.lsuhsc.edu and follow the on-screen instructions for installing the preferred Receiver version.  For details on how to do this, please click here and see the Problem and Solution that appears next at the top of the page.  In addition, you should turn off the Auto Update feature in the Citrix Receiver or Citrix Workspace, so that you will never be prompted to "download and update" again.   To turn the Auto Update feature off, find the Citrix icon in the lower right corner of your Windows workstation, in the right-most part of the taskbar, which is often called the Systray.  You may need to click the small "up-arrow" in the lower right, to be able to see the Citrix icon.  Once you see the Citrix icon, right-click it, and then left-click on "Advanced Preferences".   Then click on "Receiver Updates".   Next, click "No, don't notify me", and click "Save".   Then you can close Advanced Preferences.


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