1800-FLOWERS

• Unable to launch application

  • Possible Causes: Desktop/Laptop does not have the Citrix Receiver installed; Browser Cache is already full in web browser; Desktop/Laptop is experiencing latency in internet connection; Incompatibility of the application to the web browser; Disk space is already full; application is being blocked by Sophos Antivirus (for Inspiro Desktop PCs)

Troubleshooting Steps:

• • • • Check if the Citrix Receiver is installed in your desktop/laptop via the Control Panel [Control Panel > All Control Panel Items > Programs and Features] (For installation procedure and installer, please proceed to this link: https://sites.google.com/view/wfh-it-helpdesk/installers-tools/application-tools-installers/citrix-receiver)

      • Check if the URL is correctly typed onto the address bar (see above for the correct link)

      • Check if workstation has internet connection and make sure that the internet speed is adequate

      • If a pop-up appears saying that the application is being blocked by Sophos, contact the Incident Response Team / local IT for further assistance

      • Perform clearing of cache and cookies

      • Try to use another web browser and compare if it will work

      • Perform disk cleanup

      • Try to relaunch the application

      • Restart the PC/laptop

• Unable to launch VCC desktop within Citrix

  • Possible causes: Browser Cache is already full in web browser; Desktop/Laptop is experiencing latency in internet connection; Disk space is already full; The .ica file being downloaded to launch the desktop is not calling the Citrix Connection Manager

Troubleshooting Steps:

• • • • Try to relaunch the VCC Desktop multiple times

      • Check if workstation has internet connection and make sure that the internet speed is adequate

      • Perform clearing of cache and cookies

      • Run the .ica file with Citrix Connection Manager by right-clicking on the .ica file > Open With > Choose another app > Look for another app on this PC > click on the wfcrun32.exe located by default on this path : C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe

      • Perform disk cleanup

      • Try to relaunch the application

      • Restart the PC/laptop

• Citrix Receiver error : Add account window on startup "Your account cannot be added using this email. Make sure you entered it correctly. You may need to enter a server address instead"

  • • • There is no need to enter any email address or server address on the Citrix Receiver pop-up window during startup. Just close the window.

• Unable to launch application or application hang

• Possible Causes: Browser Cache is already full in web browser; Desktop/Laptop is experiencing latency in internet connection; Incompatibility of the application to the web browser; Disk space is already full; Java is either not updated or not enabled

Troubleshooting Steps:

• • • Check if the URL is correctly typed onto the address bar (see above for the correct link)

    • Check if workstation has internet connection and make sure that the internet speed is adequate

    • Perform clearing of cache and cookies

    • Make sure to use Google Chrome

    • Perform disk cleanup

    • Try to relaunch the application

    • Restart the PC/laptop

• MS Teams Disconnected / Cannot access 18f sites or links

• Possible Causes: Browser User is not yet connected to GP VPN or did not sign in to proxy pop up

Troubleshooting Steps:

• • • Double check if you are properly connected to Global Protect.

    • when already connected to GP VPN, you may encounter proxy pop up prior accessing campaign sites / links. Make sure to sign in using the same credentials used when logging in to GP. (Example NT: Inspiro\Juan.Delacruz) .