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Troubleshooting Guide


Error when accessing local drive.

If you recieve an error that you have only "read access" when connecting to your local or shared drive, do the following:

Windows

Right-click the Citrix Receiver icon and then select About > Advanced > Connection Center. In the Session Security, select Full Access and close the window. Note: You must have a Citrix based application open and running in order to choose the Session Security preferences.
Connection Center

Mac

From the Finder, select Applications > Citrix Receiver. Once the application launches, select the drop-down arrow near the search box and then select Preferences.
Preferences
Click Devices and then select the read and write radio button.
Read and write radio button


Application does not appear.

NOTE: There is now a solution available to force Citrix based applications to launch in the foreground.  Contact your departmental IT support staff person or the Help Center for more information.

The application may take up to 30 seconds to load. The progress bar is typically behind your browser window.

Windows

Click the Citrix Receiver icon on your Taskbar to bring the progress window to the front.
Citrix icon
Windows: application starting

Once the application loads, you will see the application icon in the Taskbar not the Citrix icon.
application in Taskbar

Mac

Click the Citrix icon on your Dock to bring the progress window to the front. The application window will display once it loads.
Citrix icon (Mac)
Mac: application starting


Error message: "You already have an instance of this application open..."

You will see this message if you previously launched an application AND the session is still open, reconnecting OR closing.
instance error
Click OK and look for the application in the Taskbar (Windows) or Dock (Mac).

Note: When you quit an application, it takes a few seconds for the session to close. Please wait for the orange Citrix icon (Windows) or black Citrix icon (Mac) to disappear from your Taskbar or Dock.
application closing
Windows Taskbar with orange shut down icon.

Citrix icon (Mac)
Mac Dock with Citrix icon


Error message: "Some resources are available for reconnection..."
not trusted

You will see this error message when myapps.andrew.cmu.edu is not in your list of Trusted Sites. Click the "Click here for assistance..." link and follow the onscreen steps.


Error message: "A website wants to open content..."

You will see this error message when myapps.andrew.cmu.edu is not in your list of Trusted Sites. Click Allow to continue.
not trusted


Error message: "404 File or directory not found"

404 error

If you are using a bookmark, it may be incorrect. Please make sure to bookmark only myapps.andrew.cmu.edu.


Log Off or Disconnect?

Click the log off button to close all applications you have open through Citrix.
Log off button


Still having issues once connected?

If you are unable to launch an application from Citrix, do the following:

  1. "Hover" over the Log Off button (do not click). A pop-up menu displays.
    Reconnect/Disconnect menu
  2. Select Disconnect. Wait a few seconds.
  3. Log into Citrix from the myapps.andrew.cmu.edu page.
  4. Hover over the Log Off button (do not click).
  5. From the pop-up menu, select Reconnect.

Having issues connecting with Chrome?

Chrome has a limitation with launching an application. Citrix is working on a solution for this. In the meantime, use the documented work-around.

Having issues connecting to Citrix from Firefox 30?

There is a known Citrix issue with Firefox version 30. Released June 10th, 2014, this version of Firefox includes a security feature that prevents the Citrix Receiver plugin from being activated unless additional action is taken.  There are currently three workarounds for the problem.


Last Updated: 6/17/14