Application flashes, mouse flickers, freezes, or displays a tiled view after launching in Blackbaud Hosting Services

You may experience a problem using an application hosted by Blackbaud Hosting Services under one of these circumstances: 
  • You are using a device with a touch screen, such as a laptop or tablet (i.e. Microsoft Surface or Lenovo Yoga)
  • You are using a high-resolution display (i.e. greater than 1920 x 1080)
  • You have an external monitor attached to your laptop or touch screen device
Under these circumstances the application window may freeze, flicker, cause the mouse pointer to move erratically or users may see a tiled launch window when opening the application. You may also not be able to click or type into a field. 
To resolve this issue, perform the following steps in order:
 
  1. Change the window size for your applications:
    1. Log into Blackbaud Hosting Services
    2. Click Settings at the top of the webpage
    3. In the User Experience section, change the "Window Size" dropdown to "No preference"  (If it is set to "No preference" then switch to another selection until image is stable)
    4. Click Save
    5. Launch the Hosted application
    6. If for any reason it still does not launch: Change the Window Size setting back to what it was originally
    7. Click Save
    8. Launch the Hosted application
  2. Uninstall and reinstall the Citrix Receiver to make sure you are on the currently recommended version of Citrix for hosting services.
  3. Use the steps in this Citrix Knowledgebase solution to alter the DPIs of the monitors to resolve this issue.

Note: We provide links to third-party websites in an effort to help you resolve your issue. We are not responsible for the information on third-party websites and we cannot assist with implementing resolutions from these websites.

If the screen appears blurry or pixelated after updating to Citrix 4.10, please follow steps in this article

Environment

 Windows 8 (32-bit);Windows 8 (64-bit);Windows 8.1 (32-bit);Windows 8.1 (64-bit);Windows 10 (32-bit);Windows 10 (64-bit)
 Only occurs on touchscreen displays or displays with very high resolution

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