Try each of the following steps in order until the issue is resolved:
  1. Ensure all users are using their own Citrix log in.  If they are sharing the same Citrix login and they hit the same server, they will disconnect each other.
  2. Ensure the firewall or proxy server is not blocking the IP or server address needed for your Blackbaud Hosting Services datacenter.
  3. Ensure the firewall is not timing out your Citrix Connection session.  If the timeout for sessions on port 443 is 15 minutes or less, please have your IT staff extend this to a minimum 30 minutes.
  4. Refer to How to troubleshoot performance issues for a complete list of steps for troubleshooting problems relating to connectivity.  
If you are unable to resolve the issue after completing these steps Click Chat with Support and reference this article.