Citrix Logon Self-Service Trouble Shooting
Use the below steps to assist in trouble shooting an issue with logging into Citrix.
1 - Can you reach the logon page?
If the answer is no, can you reach other websites such as MSN.com, or Google.com? If no, you have an internet issue, verify you are connected to the internet. A reboot of your laptop may help with this in that it will reset your connection.
2 - Can you insert your username and password?
If no, please clear your history in the browser you are using and try again. if the issue persists, please take a screen shot of the issue and update the ticket with the screen shot. Note that closing the browser and reopening after clearing history may help resolve this issue.
3 - After clicking logon, are you prompted for Duo?
If no, do you have DUO set up on your phone? Have you recently gotten a new phone? Has your phone number changed?
If yes to any of these, please ask the Helpdesk to have your DUO account reset so you can reconfigure it on the new phone.
4 - Is the screen presenting you with the option to select your desktop or app?
If no, please obtain a screen shot of the error or screen and update the ticket.
5 - Is the app opening when you click on it?
If no, please describe in detail the results and obtain a screen shot and update the ticket with these details.
The answers to the above will greatly assist the IT Team in resolving your issue quickly.