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:

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.

  1. On the Tools menu, click Internet Options, and then click the Security tab.
  2. In the Select a web zone to specify its security settings box, select Internet Zone.
  3. 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:
    1. Download signed Active X controls - prompt
    2. Download unsigned Active X controls - disable
    3. Initialize and script Active X controls not marked as safe - disable
    4. Run Active X controls and plug-ins - enable
    5. 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.

  1. Your company’s router ports are not configured to allow ICA packets in/out through the required ports.
  2. 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.