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This document was created
for users who have questions about a Web demo or training of
Computrition’s Hospitality Suite. Most of the information here has
been obtained from Citrix’s Systems Support and Solution forums. If the
answer to a specific problem can’t be obtained here, please refer to the
following URL:
http://www.citrix.com/support/
for more
information.
If you have already
received a username and password for your training or Web demo and
you’ve tried to connect to the Citrix server but received one of the
following error messages listed below, please refer to the error message
you received and follow the instructions to help determine the cause and
solution to the problem.
If after reading through
this document you still cannot find a solution to the problem,
please call Computrition's Support line at (800) 222-4458.
Computrition’s business hours are from Monday through Friday 6:00AM -
6:00PM, Pacific time.
Prerequisites
Before starting the
Web training or demo, you will need to make sure that:
- You have a PC with Internet access.
- The Citrix ICA client is installed on it.
- If your PC is separated from the Internet by a firewall, that you need to arrange for the firewall rules to be changed
to allow Citrix ICA traffic to pass.
These are basic, necessary
requirements for any Web training or demos that are conducted by
Computrition staff.
Trouble-shooting the ICA
Client installation.
The
following are indicative of an unsuccessful install of the ICA client.
After clicking on the Web
demo icon, I get a window saying I need to get a plug-in.
If you are using Netscape,
click on the link in the window. It will bring you to a new Web page
where you will want to click on the win32 download. After downloading
the program, run the install and go back to the Hospitality Suite Web
site and try logging in. Check to see that you have the
full Citrix client installed. You can do this by going to Start>Programs>Citrix ICA Client. If you
don’t see it, you will need to install it.
Depending on your
company’s network environment, you might not have the adequate
permissions to install the ICA client. If this is the case,
you’ll need your helpdesk to install it, so you can access the Web demo
or training.
When I click the icon Web
application button, a blank window comes up?
If your browser is too old
it, will not work with the Web Demo/Training. It will only work with Internet Explorer 4.0 -
6.0 or Netscape Communicator 4.0 - 6.2. If you are using a Macintosh, you need to use either
Netscape or Internet Explorer for it work.
After clicking the
Web Demo/Training icon application button, a message displays that Active-X security settings are set to high and it cannot display the page or
Active-X controls are not enabled on this browser.
The security settings
are set too high on your browser, and you need to set them at a lower level.
- On
the Tools menu, click Internet Options, and then click
the Security tab.
- In
the Select a web zone to specify its security settings box,
select Internet Zone.
- At the bottom of the page click
Custom Level to customize your settings. Here are what the
Active X setting should be set at for the Web Demo/Training to work:
- Download signed Active X controls - prompt
- Download unsigned Active X controls - disable
- Initialize and script Active X controls not marked as safe - disable
- Run
Active X controls and plug-ins - enable
- Script Active X controls marked safe for scripting - enable
Trouble-shooting steps
for the firewall
The following are
indicative of an unsuccessful connection in a network protected via
firewall.
Message:
There
is no Citrix server configured in the specified address.
or
There is no route to
the specified subnet.
or
Unable to contact the
Citrix Server Browser. Either your network is not functional, or you
need to configure an address under Server Location, or the
configured address is incorrect.
Possible causes:
It can be one of two things. Either the
server or network is down on the host side or the computer you are
trying to access the Web site from is behind a firewall that is not allowing you
to communicate with the server.
-
Your
company’s router ports are not configured to allow ICA packets in/out
through the required ports.
-
A firewall
or proxy server product is denying access to your machine out of your
company’s network.
Solution:
(First check with you system
administrator for the following requirements.) The following ports must
be
open in your company’s router
and firewall to allow ICA
protocol packets (Citrix protocol packets) to
communicate with the Citrix Server.
TCP/IP Port 1494 (INBOUND)
UDP Port 1604 (INBOUND & OUTBOUND)
If these ports are open in the router and firewall, then determine if
your company is using a Socks 5
compliant proxy server.
Message:
Cannot connect to the
Citrix server. The Citrix server you have selected is not accepting
connections.
Possible causes:
This message is not an
error problem. This message is displayed when the Citrix Administrator
has disabled the server connections for maintenance purposes.
Solution:
Try connecting to the
Citrix server at a later time. Maintenance periods usually range
from 1 to 2 hours and generally occur in the evening hours.
Message:
The system has reached
it’s license logon limit, please try again later.
Possible causes:
The Citrix server has
reached its licensed logon limit. The Citrix server pools its licenses.
Licenses are on a first come, first serve basis. When a user logs on,
that user is holding a license until she logs off. When that user logs
off, the license will be available to the next logon request.
Solution:
Try logging on again in about 15 minutes
or so. You must wait for a license to be released for you to logon. |
