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!