Note : Incorrect changes to registry settings can cause serious system problems that may be irreversible without reinstallation of the operating system. You must back up your registry before making any registry changes. We are not responsible for damage resulting from incorrect use of the Registry Editor.

Please have your IT staff follow the below instructions in phases to resolve this issue. If the issue persists after completing a phase, move to the next phase until issue is resolved. Thanks.

 
Phase 1: Re-install Citrix
  1. Uninstall the Citrix Plugin/Receiver from the workstation.
  2. Disable the UAC (User Account Control) (if applicable).
  3. Remove all traces of Citrix from the affected workstation.
  4. Re-install the appropriate Citrix client on the machine.
  5. Attempt to launch your hosted application again.
Note: Please ensure that the following when installing:
  • Ensure that the all of the local and network firewalls/proxies (including the router protections) for this user have exceptions on port 443 for all incoming/outgoing traffic to and from the hosting portal url.
  • Ensure that the user has full control over the “Citrix” install directory on her machine.
  • Ensure that the user has full access to the Citrix registry key entries in her registry (includes “HKEY_CURRENT_USER\Software\Citrix” and HKEY_LOCAL_MACHINE\Software\Citrix”).
Phase 2: Re-create the affected Windows profile
  1. Please work with your IT staff to recreate the network/local Windows profile of the affected user.
  2. Ensure that the UAC is disabled (if applicable).
  3. Re-install the appropriate Citrix client when logged in as the recreated user.
  4. Attempt to launch your hosted application again.
Note: Please ensure that the following when installing:
 
  • Ensure that the all of the local and network firewalls/proxies (including the router protections) for this user have exceptions on port 443 for all incoming/outgoing traffic to and from the hosting portal url.
  • Ensure that the user has full control over the “Citrix” install directory on her machine.
  • Ensure that the user has full access to the Citrix registry key entries in her registry (includes “HKEY_CURRENT_USER\Software\Citrix” and HKEY_LOCAL_MACHINE\Software\Citrix”).

Phase 3: Re-image the affected machine

  1. Please work with your IT staff to format the hard drive of and re-image the affected Windows workstation.
  2. Ensure that the UAC is disabled (if applicable).
  3. Re-install the Citrix Plug-in when logged in as the affected Windows user.
  4. Attempt to launch your hosted application again.
Note: Please ensure that the following when installing:
 
  • Ensure that the all of the local and network firewalls/proxies (including the router protections) for this user have exceptions on port 443 for all incoming/outgoing traffic to and from the hosting portal url.
  • Ensure that the user has full control over the “Citrix” install directory on her machine.
  • Ensure that the user has full access to the Citrix registry key entries in her registry (includes “HKEY_CURRENT_USER\Software\Citrix” and HKEY_LOCAL_MACHINE\Software\Citrix”).
Phase 4:

If the issue persists after completing Phase 3, please prepare the below listed information to provide to Blackbaud Product Support and then Click Chat with Support and reference this article. 
  • Please prepare a set of usernames and passwords for the affected user(s).
  • Please document (if applicable) the exact wording of the error message experienced.
  • Please document the steps to duplicate the issue.