Note:  before manually disconnecting the connected account (by following the below instructions), make sure the hung/frozen session is still in memory.  The steps below will not work if the problem session is already closed:

On Windows machines: 

For Citrix Receiver version 4.x and higher: 
  1. Locate the Citrix icon in your icons tray
  2. Right-click the icon and select "Connection Center"
  3. Highlight the application server name next to the folder icon under the Active heading
  4. Click the Log Off button
  5. Follow the prompts to force log off the session
  6. Close the Citrix Connection Center
  7. Wait 60 seconds
  8. Launch the Hosted Application again
For Citrix Receiver version 3.3 and higher: 
  1. Locate the Citrix icon in your icons tray
  2. Right-click the icon and select About
  3. Click the arrow next to Advanced, then select the Connection Center
  4. Highlight the application server name next to the folder icon under the Active heading
  5. Click the Log Off button
  6. Follow the prompts to force log off the session
  7. Close the Citrix Connection Center
  8. Wait 60 seconds
  9. Launch the Hosted Application again
For Citrix Receiver version 3.2 and lower: 
  1. Locate the Citrix icon in your tray icons within your taskbar. 
  2. Right-click the icon and select Open Connection Center/Online Sessions from the context menu.
  3. Locate the application server name (e.g. D2PCXFRM001) and single-click the server name to highlight it.
  4. Click the Log Off button.
  5. Follow the prompts to force log off the session
  6. Close the Citrix Connection Center
  7. Wait 60 seconds
  8. Launch the Hosted Application again
For Citrix Viewer/Receiver on Mac machines: 
  1. Open Activity Monitor from the Utilities folder. The Utilities folder may be access via Launchpad, searching by name in Finder, or from the Finder menu bar, Go > Utilities > Activity Monitor
  2. Highlight the Citrix application icon
  3. Click the Quit Process button (red stop sign) 
-OR-
  1. Switch to another application, such as Finder, then from the Apple logo icon, select Force Quit and select the Citrixapplication. 
If this does not resolve the issue, contact support with the following information:   
  • Affected Blackbaud Hosting Services and Application username(s)
  • The exact steps to duplicate the issue (click by click).
  • The name of the Blackbaud application affected.