Hosted Service Tips and Troubleshooting

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Hosted Service Tips and Troubleshooting

General Tips

The Tronia team is always looking to ensure that our customers have the best service possible. You too can help in making sure the hosted service is running in the healthiest manner possible by following these simple recommendations:

Add the Login page to your Internet Explorer’s list of Trusted Sites

Internet security has become more of a concern and priority, and as a result Internet browsers such as Internet Explorer and Firefox are becoming more locked down and secure with every update. To help make sure your browser has the required security settings for your hosted applications to run, we recommend you add the our website to the list of Trusted Sites. To do this for Internet Explorer, follow the steps below:

1. Within IE after logging in to the website, goto ToolsInternet Options

2. This will open a new window. Click on Security tab, then Trusted Sites, then Sites

3. https://www.tronia.com

should already be populated in the Add this website to the

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4. https://www.tronia.com

should then be displayed under the Websites section, in which

case you can then click Close:

5. Click OK. The next time you login to the web site you should not longer see the previous

warning message in the Message Center.

Uninstall/Reinstall the Citrix online plug-in

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has the Citrix client installed, it may have become corrupt, so we recommend uninstalling the Citrix client and reinstalling it:

1. Close any Internet Explorer windows you may have open, then go to your Windows Control

Panel (Start->Control Panel) and click Uninstall a program under the ‘Programs’ category:

(For Windows XP, click ‘Add/Remove Programs’ from the Control Panel)

2. Select ‘Online Plug-in’ in your list of installed programs (the name may be slightly different

depending on the version of the client you have installed) and click ‘Uninstall’ button, and

click Yes to remove it when prompted:

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3. Open IE and go back to the Hosted Login page.

You should be prompted automatically to install the client. Click the ‘I agree…’ box to accept the Citrix license agreement and then click Install:

4. Click Run when prompted. The file may take a few minutes to download, depending on the speed of your Internet connection.

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5. Once installation has completed, you should be redirected back to the Hosted Login page, with a message indicating the client is installed:

Direct Application Launch

One of the features of the Hosted Service Web Inferface that is not very well known is the Direct Application Launch Feature. This feature allows users to create a desktop shortcut to a published application (agre, wintegrate, etc) which can simplify the login process for some users. Here is how it is done and what it looks like:

o Click and hold on an icon on the Applications page and drag it to your desktop:

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o Now that a shortcut has been created, you can simply double-click the desktop

shortcut and it will automatically launch your browser, prompt you for your

credentials, and then launch the application once you have entered them:

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Printers are Missing

Occasionally, after launching a published application, it is possible that your printers may not be available when trying to print. This typically is caused by poor communication between your printers and our network at the time of launching your application. Because the Citrix client only looks for your printers during the application launch, you will need to close the application and re-launch it to resolve this issue. The same goes if you have added, deleted, or modified the printers after the application has launched – you will need to close and reopen the application for the changes to be seen.

Note – the above information is assuming printers have been installed locally on your workstation.

Unable to Print from agrē or Printing Blank Pages

This is typically an issue between the installed printer driver and Citrix. A common solution is to disable the Advanced Printing Features option on the locally installed printer as shown below:

- Open the Control Panel in Windows on your local workstation and view your Printers - Open Printer Properties > Advanced Tab and clear the Enable Advanced Printing Features

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Cutting Down on Printers

When logging in with your Citrix User, the system looks at various settings and configuration items for each user. One significant configuration aspect is the Printers (or Printers and Faxes depending on the windows version). Each entry in the Printers folder has to be dealt with during the login

process. Therefore, the more printer driver entries there are, the longer the login time affecting you as the individual user and the more overhead to be dealt with affecting the entire Hosted Service. Therefore, we recommend that you remove any printer drivers that are not being used at the workstation. This will improve the overall service by reducing unnecessary overhead and will likely improve your login time because of a simpler login configuration. As an example, we have

Hosted Service Tips and Troubleshooting