Product Documentation

XenApp Essentials Service

Aug 29, 2017

XenApp Essentials Service allows you to deliver Windows applications from Microsoft Azure to any user on any device. The service combines the industry-leading XenApp service with the power and flexibility of Microsoft Azure.

XenApp Essentials Service replaces Microsoft RemoteApp while providing the same application access experience for users.

XenApp Essentials Service is delivered through the Citrix Cloud and helps you to deploy your app workloads within your Azure subscription with ease. When users open their applications from the workspace experience, the application appears to run locally on the user computer. Users can work in one or more apps in the same XenApp Essentials session. Users can access their apps securely from any device, anywhere.

To deliver Windows apps to users, log on to the Citrix Cloud. After you log on, choose the XenApp and XenDesktop Service and then configure the settings.

You purchase XenApp Essentials from the Azure Marketplace. After you complete your purchase, see System Requirements for the required components to deploy XenApp Essentials successfully.

Follow these steps to deploy XenApp Essentials Service:

  1. Prepare and link your Azure subscription.
  2. Create and upload your master image.
  3. Create catalogs and share apps with users.

For detailed deployment instructions, see the following XenApp Essentials Deployment Guide.

The following graphic shows the flow of deploying XenApp Essentials.

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System Requirements

The following are the requirements to install and configure XenApp Essentials Service after you purchase the service from the Azure Marketplace.

Microsoft Azure

To provision and deploy resources in Microsoft Azure correctly, you need the following:

  • An Azure account with an enterprise agreement.
  • An Azure subscription.
  • An Azure Active Directory global administrator account in the directory associated with your subscription. The user account must have Owner permission for the Azure subscription to use for provisioning resources.

For more information about how to set up an Azure Active Directory tenant, see How to get an Azure Active Directory tenant on the Microsoft website.

  • Use the Azure Resource Manager to:
    • Deploy resources such as virtual machines, storage accounts, database, and virtual network.
    • Create and manage the resource group that is a container for resources you want to manage as a group.

Note

XenApp Essentials Service supports configuring machines by using Azure Resource Manager only.

Citrix Cloud

You must have a Citrix Cloud account to configure XenApp Essentials Service.

Important

XenApp Essentials Service creates Cloud Connector virtual machines automatically.

Compatibility

You can open the XenApp Essentials administration console in the following web browsers:

  • Google Chrome
  • Internet Explorer

Known Issues

The XenApp Essentials Service has the following known issues:

  • When you configure users for a catalog and select a domain, users can see and choose the users from the Builtin\users group.
  • Creating the machine catalog fails if the virtual machine size is not available for the selected region. To check the virtual machines that are available in your area, see the chart at Products available by region on the Microsoft website.
  • You cannot create and publish multiple instances of the same app from the Start menu at the same time.
    For example, from the Start menu you publish Internet Explorer. Then, you want to publish a second instance of Internet Explorer that opens a specific website on startup. To do so, publish the second app by using the path for the app instead of the Start menu.
  • XenApp Essentials Service supports linking a subscription by using an Azure Active Directory user account. XenApp Essentials does not support Live.com authenticated accounts.
  • Users cannot start an application if there is an existing Remote Desktop Protocol (RDP) session on the VDA. This behavior only happens if the RDP session starts when no other users are logged on to the VDA.
  • You cannot enter a license server address longer than server.domain.subdomain.
  • If you perform multiple sequential updates to capacity management, there is a possibility that the updated settings do not properly propagate to the VDAs.
  • If you use a non-English web browser, the text appears as a combination of English and the browser language.

How to Buy XenApp Essentials Service

You can purchase XenApp Essentials directly from the Azure Marketplace by using your Microsoft Azure account. There must be a minimum of 25 users. The service is delivered through the Citrix Cloud and requires a Citrix Cloud account to complete the onboarding process. You can create a Citrix Cloud account on the Citrix Cloud Sign Up page before going to Azure Marketplace to complete the transaction. Ensure that you enter accurate information for all details including address fields to ensure timely processing of your order.

Note

Your XenApp Essentials Citrix Cloud account cannot be affiliated with either of the following:

  • Existing XenApp and XenDesktop Service
  • Existing XenDesktop Essentials Service entitlement

For detailed information about buying XenApp Essentials Service, click the following link:

Deploying XenApp Essentials Service

Citrix Cloud hosts the XenApp Essentials Service. The XenApp Essentials offers secure access to virtual Windows apps. This service is based on XenApp and XenDesktop technology. The service includes the workspace experience and the NetScaler Gateway Service along with core management services. Your app workloads run in your Azure subscription.

You can find detailed deployment instructions in the XenApp Essentials Service Deployment Guide.

The following diagram shows an architectural overview of a basic XenApp Essentials Service cloud deployment:

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You can also allow users to connect to your on-premises data center. Connections between the Azure cloud and your on-premises data center occur through a VPN connection. Users connect through XenApp Essentials to your license server, file servers, or Active Directory over the VPN connection.

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Set up a Microsoft Azure Account

Perform the following tasks in Microsoft Azure before setting up the connection in Citrix Cloud:

  1. Create an Azure subscription.
  2. Create a user in Azure Active Directory who is a global administrator for the subscription.

After you create your Azure account, you can prepare your Azure subscription.

Prepare Your Azure Subscription

Choose your Azure subscription to be the host connection for your VDAs and related resources. These resources can incur charges based on your consumption.

Note

This service requires you to log on with an Azure Active Directory account. XenApp Essentials does not support other account types, such as live.com.

When you prepare your Azure subscription, you configure the following in Azure Resource Manager:

  • Create a resource group and provide the following details:
    • Resource group name
    • Subscription name
    • Location
  • Create a virtual network in the resource group and provide a name for the network. Create the virtual network in Azure Resource Manager. You can leave all other default settings. You create a storage account when you create the master image.
  • Use an existing or create a domain controller. If you create a domain controller, do the following:
    • Use the A3 Standard or any other size Windows Server 2012 R2 virtual in the Resource Group and virtual network. This virtual machine becomes the domain controller. If you plan to create multiple domain controllers, create an availability set and put all the domain controllers in this set.
    • Assign a private static IP address to the network adapter of the virtual machine. You can assign the address in the Azure portal. For more information, see Configure private IP addresses for a virtual machine using the Azure portal on the Microsoft documentation website.
    • [Optional] Attach a new data disk to the virtual machine to store the Active Directory users and Groups and any Active Directory logs. For more information, see How to attach a data disk to a Windows virtual machine in the Azure portal. When you attach the disk, select all the default options to complete the settings.
    • Add the domain controller virtual machines private IP address to the virtual network DNS server. For more information, see Manage DNS servers used by a virtual network (Classic) using the Azure portal (Classic).
    • Add a public DNS server in addition to the Microsoft DNS server. Use the IP address 168.63.129.16 for the second DNS server.
    • Add the Active Directory Domain Services role to the domain controller virtual machine. When this step is complete, promote the domain controller virtual machine to a domain controller and DNS.
    • Create a forest and add some Active Directory users. For more information, see Install a new Active Directory forest on an Azure virtual network.

If you prefer to use Azure Active Directory Domain Services instead of a domain controller, use the following guidelines. Citrix recommends reviewing the documentation Azure Active Directory Domain Services for Beginners on the Microsoft website.

Link Your Azure Subscription

In the Citrix Cloud, you link your XenApp Essentials Service to your Azure subscription.

To link your Azure subscription

  1. Log on to the Citrix Cloud for XenApp Essentials Service.
  2. On the Manage tab, click Subscriptions.
  3. Click +Add Subscription.
    The Azure portal opens.
  4. Log on to your Azure subscription by using your global administrator Azure credentials.
  5. Click Accept to allow XenApp Essentials Service to access your Azure account.
  6. XenApp Essentials service enumerates the subscriptions available in your account.
  7. Select the subscription you want to use and then click Link.
  8. Return to the XenApp Essentials console to see the subscription in a linked state.

After you link your Azure subscription to XenApp Essentials, upload your master image.

Prepare Your Master Image

You can use one of the following two images in your deployment:

  • Your own master image with your applications installed.
  • A Citrix-prepared image.

Important

Citrix does not recommend using a Citrix-prepared image for production deployments.

When you prepare the master image, the Virtual Delivery Agent (VDA) installs on the image automatically. The VDA software enables the following:

  • Registers the machine with the XenApp Essentials Service.
  • Establishes and manages the connection between the machine and the user device.
  • Verifies that a Citrix license is available for the user or session.
  • Applies any configured policies for the session.
  • Communicates session information to the XenApp and XenDesktop Service through the broker agent included in the VDA.

VDAs are available for Windows server and desktop operating systems. VDAs for Windows Server operating systems allow multiple users to connect to the server at one time.

For more information, see Configure VDAs.

Note

The VDA for Windows desktop operating systems is not supported in XenApp Essentials Service.

Image Requirements

Use the following requirements to create a master image:

  • Create the image by using Azure Resource Manager.
  • Configure the storage account for the image.
  • Select Windows Server 2012 R2 or Windows Server 2016.
  • Install and configure your apps.
  • Install the server OS VDA. You can download the VDA by using the Downloads link on the navigation bar in Citrix Cloud.
  • Shut down the virtual machine and note the VHD location.

Important

Do not Sysprep the image.

To prepare a master image

You create the master image by using the Azure Resource Manager. When you prepare your master image, the steps you must take in the Azure portal are:

Log on to the Azure portal.

Create a Windows Server 2012 R2 or Windows 2016 server virtual machine.
You can also use existing server virtual machines. When you use existing machines, you use the resource group, virtual network, and storage account associated with the machine. The storage account is where you create the virtual hard disk (VHD).

Note

Create the VDA template with standard (non SSD) storage. Also, do not join the VDA to a domain.

Connect to the virtual machine after you create it and when it is running.

Install the applications on the virtual machine. The apps are available to your users when they log on with the workspace URL.

Download the server operating system VDA on the virtual machine from the XenApp and XenDesktop Service download page.

Install the VDA on the virtual machine. When you receive a prompt for the Delivery Controller address, select Let MCS configure.

Skip the installation of Citrix Receiver and App-V. Use the default settings for the remainder of the configuration steps.

Restart the VDA and complete the VDA installation steps by following the instructions on the page.

Test starting the applications to ensure that the configuration is correct.

 Shut down the virtual machine.

When you create the virtual machine, the VHD is created in the storage account you specified. When you upload the master image, you must specify the storage account location in the XenApp Essentials console.

To upload the master image

  1. Log on to the Citrix Cloud for the XenApp Essentials Service.
  2. On the Manage tab, click Master Images.
  3. Click Add Image.
    The Add an image page opens.
  4. Specify the location of the VHD by selecting the following:
    1. Subscription
    2. Resource group
    3. Storage account
    4. VHD location
    5. Region
    6. Name for the master image.
  5. Click Save.
    When you save the image, XenApp Essentials Service verifies the master image.
    After verification, the image appears on the Master Images > My Images page.

Create Catalogs

A catalog is similar to collections in Azure Remote App. A Citrix XenApp Essentials Service catalog lists apps and resources that you can share with users on any device.

XenApp Essentials Service catalog uses a simpler approach to the combination of a machine catalog and a Delivery Group.

Note

XenApp machine catalog and Delivery Group creation workflows are not available in XenApp Essentials Service.

When you add a catalog, you configure the following:

  • Create a name for the catalog.
    • The name must be between 2 and 38 characters long.
    • The name must contain letters and numbers only. Special characters are not allowed.
  • Link your Azure subscription to the catalog.
  • Join the catalog to the domain.
  • Choose a master image.
  • Select the capacity and manage the cost of the apps.

Before you start creating your catalog, ensure that you have your Azure Active Directory credentials and your subscription ID available.

To create a catalog

  1. Log on to citrix.cloud.com.
  2. Select the XenApp and XenDesktop Service.
  3. On the Manage tab, click Catalogs, and then click +Catalog.
  4. On the Add a Catalog page, in Pick a Name, type the name of the catalog, select Domain Joined, and then click Save.
  5. In Link your Azure subscription, provide your Azure subscription details. You can use a subscription you created previously or link a new Azure subscription. To use an existing subscription, do the following:
    1. In Subscription Name, select the subscription from the list.
    2. In Resource Group (Region), select the resource group to which the Azure subscription belongs. Use the resource group you created when you prepared your Azure subscription. XenApp Essentials Service creates Cloud Connectors in the resource group.
    3. In Virtual Network, select the virtual network to which the Azure subscription belongs.
      The virtual network is the same one you configured when you prepared your Azure subscription. Ensure that the virtual network can reach your domain controller by using the DNS entries.
    4. In Subnet, select the subnet to which the Azure subscription belongs and then click Save.
      Ensure that the subnet can reach your domain controller.
  6. Under Join local domain, enter the following:
    1. In Fully Qualified Domain Name, type the domain name for your organization.
    2. In Organizational Unit, type the OU to which users belong. Adding the OU is an optional step.
      For example, OU=essentials,DC=company,DC=com.
      To put your computers in the default Computers container, leave this field blank. Otherwise, ensure that the specific OU is in Active Directory
    3. .In Service Account Name, type the account that by using permissions to join a machine to a domain and create machine accounts. The format for the Service Account name is the User Principal Name (UPN).
    4. In Password and Confirm Password, type the password and then click Save.
  7. In Choose master image, do one of the following:
    1. Select Link an existing image and then do the following:
      1. In Image Name, select the image.
      2. Click Save.
    2. Select Import a new image and then do the following:
      1. In Subscription, choose the subscription.
      2. In Resource Group, choose the group.
      3. In Storage Account, choose the account
      4. In VHD, choose the location of the virtual hard disk.
      5. In Image Name, provide a name for the master image and then click Save.
  8. In Select Capacity and Manage Cost, do the following:
    1. In Pick compute, select a worker role.
      The worker role defines the resources used. When you specify a worker role, XenApp Essentials Service determines the correct load per instance for you. You can use one of the options in the list or create your own custom option. The session count is used as a scale metric.
    2. In Select scale settings, do the following:
      1. Set the minimum number of running instances. XenApp Essentials Service ensures that the minimum of virtual machines are powered on all the time.
      2. Set the maximum number of running instances. XenApp Essentials Service does not go beyond this number of virtual machines.
      3. [Optional] If you want a different number of virtual machines running during peak times, select I want to set a schedule for peak time. Then, specify the following:
      • Days of the week for the peak time
      • Start and end times for each day
      • Time zone
      • Minimum number of running instances
  9. In Set idle or disconnected session time-out, set the time for when the session ends.
    User sessions end automatically if the session remains idle or is disconnected for the specified time period. Shorter time-out values allow unused VDAs to power off and save costs.
  10. Click Save.

After you configure your catalog, click Start Deployment to start catalog creation. This step can take 1–2 hours. If you specified many virtual machines, creating the catalog can take a longer time.

When the previous step is complete, you can publish apps and assign users and user groups. You need at least one published application and one user assigned to complete creating the catalog.

To update or add applications, update the virtual machine that you used to create the catalogs master image.

To update the master image

  1. Power on the master image virtual machine.
    Powering on the virtual machine does not affect the master image installed in Microsoft Azure.
  2. Install any updates or applications to the virtual machine.
  3. After installation, shut down the virtual machine.
  4. In the XenApp Essentials Service console, add the new image that includes the path to the virtual machines VHD image.

To update a catalog

  1. On the Manage tab, click Catalogs.
  2. Click the ellipsis in the catalog that you want to update, and then click Update Catalog Image.
  3. Select either Link an existing image or Import a new image. Enter the information that is appropriate for your choice.
  4. In Time until automatic log-off, choose the amount of time before the session ends.
    When you start the update of the master image, users can continue to work in XenApp Essentials until the processing is complete. Then, users receive a warning message to save their work and close applications. After closing all active sessions on the VDA, the update finishes on that VDA. Then, if users do not log off in the amount of time given, the session closes automatically.
  5. Click Update to start updating the master image.

Publish Apps

After configuring your catalog, you can publish apps for your users. The image you installed includes apps that you can publish.

There are two ways to publish apps:

  • From the Start menu
  • From a directory path on your computer

To publish apps from the Start menu

  1. Log on to Citrix Cloud for XenApp Essentials Service.
  2. Click the tile for the XenApp and XenDesktop Service.
    The Overview page for XenApp Essentials appears.
  3. Click the Manage tab.
    The page opens in the Catalogs tab.
  4. Next to a catalog, click the ellipsis (...) and then click Manage Apps.
  5. Click +Publish Apps.
    The Publish Apps for <catalogName> dialog box opens.
  6. Under How would you like to publish apps, in the left drop-down, select Publish from Start Menu.
  7. In the Select App drop-down, select the applications that you want to publish.
    XenApp Essentials publishes the applications automatically.

To publish apps by using a path to the app

  1. Log on to the Citrix Cloud for the XenApp Essentials Service.
  2. Click the tile for the XenApp and XenDesktop Service.
    The Overview page for XenApp Essentials appears.
  3. Click the Manage tab.
    The page opens in the Catalogs tab.
  4. Next to a catalog, click the ellipsis (...) and then click Manage Apps.
  5. Click +Publish Apps.
  6. On the Apps tab, click Publish Apps.
    The Publish Apps for <catalogName> dialog box opens.
  7. Do the following:
    1. Under How would you like to publish apps, in the left drop-down, select Publish using path.
    2. In App Name, type a name for the application.
    3. In Path, type the path to the application.
      For example, c:\Windows\system1\app.exe
  8. When done, click Publish App.
    When finished, XenApp Essentials publishes the app and it appears in the app list.

You can use icons to represent the published application. You change the icon when you publish the app for the first time or after you publish the app.

To change the icon for an app

  1. When you add an application for the first time, click Change icon and then navigate to the location of the icon.
  2. For a published application, select it from the list, click Change icon and then navigate to the location of the icon.

After you publish apps, you can add users and groups.

Add Users and User Groups

  1. Log on to the Citrix Cloud for XenApp Essentials Service.
  2. On the Manage tab, click Catalogs.
  3. Click the ellipsis in the catalog for which you want to add users.
  4. Click Manage Users.
  5. On the Users tab, click +Add Users.
  6. On the Assign Users for <catalog name> page, in Domain, choose the domain.
  7. In the search box, type the name of the user or user group.
  8. Repeat step 7 until you've added all users and groups.
  9. Click Assign Users.
    The Users tab appears by using the list of published apps.

Test Your Connection

Test your connectivity through the virtual network by creating a virtual machine in your Azure subscription. The virtual machine must be in the same resource group, virtual network, and subnet that you use to deploy the catalog. Ensure that the virtual machine can connect to the internet. Also, include a test that you can reach the domain by joining the virtual network to the domain. You can test by using the same credentials used for this catalog deployment.

Profile Management

Profile Management ensures that personal settings apply to users virtual applications, regardless of the location of the user device.

Configuring Profile Management is an optional step.

You can enable Profile Management by using the profile optimization service. This service provides a reliable way for managing these settings in Windows. Managing the profiles ensures a consistent experience by maintaining a single profile that follows the user. It consolidates automatically and optimizes user profiles to minimize management and storage requirements. The profile optimization service requires minimal administration, support, and infrastructure. Also, profile optimization provides users with an improved log on and log off experience.

The profile optimization service requires a file share where all the personal settings persist. You must specify the share as a UNC path. The path can contain system environment variables, Active Directory user attributes, or Profile Management variables. To learn more about the format of the UNC text string, see To specify the path to the user store.

You configure Profile Management in the Citrix Cloud.

To configure Profile Management

  1. In Citrix Cloud, click the Manage tab and then click Catalogs.
  2. Click the name of the catalog, such as "Finance."
  3. Click More Settings.
  4. In Set up Profile Management in Azure subscription, type the path to the profile share. For example, type \\fileserver\share\#sAMAccountName#
  5. Click Save.

Note

When enabling Profile Management, consider further optimization of the users profile by configuring folder redirection to minimize the effects of the user profile size. Applying folder redirection complements the Profile Management solution. For more information, see Microsoft Folder Redirection.

Configure the Microsoft Remote Desktop Services (RDS) License Server

The XenApp Essentials Service offering accesses Windows Server remote session capabilities that would typically require a Remote Desktop Services client access license (RDS CAL). The Virtual Delivery Agent (VDA) must be able to contact a Remote Desktop license server to request RDS CALs. Install and activate the license server. For more information, see Activate the Remote Desktop Services License Server. For proof of concept environments, you can use the grace period provided by Microsoft.

By using this method, you can have the XenApp Essentials Service apply the license server settings. You can configure the license server and per user mode in the Remote Desktop Services console on the master image. You can also configure the license server by using Microsoft Group Policy settings. For more information, see License your RDS deployment with client access licenses (CALs).

To configure the Remote Desktop Services license server by using Group Policy settings

  1. Install Remote Desktop Services License Server on one of the available virtual machines. The virtual machine must always be available. The XenApp Essentials workloads must be able to reach this license server.
  2. Specify the license server address and per user license mode by using Microsoft Group Policy. For more information, see Specify the Remote Desktop Licensing Mode for an RD Session Host Server on the Microsoft TechNet website.

Note

If you purchased CAL licenses from Microsoft Remote Access, you do not have to install the licenses. You can purchase licenses from Microsoft Remote Access in the Azure Marketplace along with XenApp Essentials.

To configure the Remote Desktop Services (RDS) license server

  1. In Citrix Cloud, click the Manage tab and then click Catalogs.
  2. Click the name of the catalog, such as "Finance."
  3. Click More Settings.
  4. In Enter the FQDN of the license server, type the fully qualified domain name of the license server.
  5. Click Save.

Connect Users

Workspace experience

The XenApp Essentials Service in Citrix Cloud enables the workspace experience for each customer. After you create the first catalog, XenApp Essentials configures the workspace URL automatically. The URL is the one from which users can access their applications. The workspace URL appears under the catalog details. The new workspace URL replaces the cloud-hosted StoreFront. XenApp Essentials does not support on-premises StoreFront deployments.

NetScaler Gateway Service

To allow users secure access to their published apps, XenApp Essentials Service uses NetScaler Gateway Service. This service does not need any configuration by you. Each user is limited to 1-GB outbound data transfer per month. You can purchase a 25 GB add-on from the Azure Marketplace. The charge for the add-on is on a monthly basis.

Monitoring the XenApp Essentials Service

To monitor the overall performance of the Citrix XenApp Essentials Service for Azure, do the following:

  1. Navigate to the XenApp and XenDesktop Service.
  2. Click the Monitor tab.
  3. Click the Catalog that you want to monitor.
    You can view information on sessions, logon duration, in addition to other information.
  4. You can choose a session and do the following tasks:
    1. Disconnect the session.
    2. Log off from the session.
    3. Send a message

You can click each session to view extra details about the session such as processes, applications running, and more.

Canceling Your XenApp Essentials Service

You can incur Azure charges from XenApp Essentials because of the following key elements:

  • XenApp Essentials subscription
  • Azure resource created by XenApp Essentials

The Microsoft Azure charge for XenApp Essentials Service is on a monthly basis. When you cancel XenApp Essentials, you are charged for the current month. If you cancel your order, your service will not renew for next month. You continue to have access to XenApp Essentials Service until the end of the current month by using Citrix Cloud.

Your Azure bill can contain multiple line items for XenApp Essentials, including:

  • XenApp Essentials subscription
  • NetScaler Gateway service add-on, if purchased
  • Microsoft Remote Access fee
  • Azure resource created when using XenApp Essentials Service

Canceling Your Service in the Azure Portal

To cancel your XenApp Essentials subscription, delete the order resource in the Azure portal.

To delete the order resource in Azure

Log on to the Azure portal.

Click All Resources.

In the Type column, double-click to open Citrix XenApp Essentials.

Click the trash can icon. The delete process starts.

Deleting Your Azure Resource Created by XenApp Essentials Service

In Citrix Cloud, delete the catalogs and images associated with your account. Also, remove the subscription links and ensure the removal of the Citrix Cloud Connector virtual machines from Citrix Cloud.

To delete catalogs

On the Manage tab, click Catalogs.

Next to the catalog you want to remove, click the ellipsis, and then click Delete Catalog.

Repeat step 2 for each catalog you want to delete.

To remove master images

On the Manage tab, click Master Images.

Select an image and then click Remove.

Repeat step 2 for each master image you want to delete.

To remove links to Azure subscriptions

On the Manage tab, click Subscriptions.

Next to the subscription, click the Trash icon.
The Azure portal opens.

Log on to your Azure subscription by using your global administrator Azure credentials.

Click Accept to allow XenApp Essentials Service to access your Azure account.

Click Remove to unlink the subscription.

Repeat steps 1 through 5 for other linked Azure subscriptions.

To ensure removal of the Citrix Cloud Connector virtual machines

In the XenApp Essentials console, click the hamburger menu in the upper left corner and then click Resource Locations.

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Identify the Cloud Connector virtual machines.

Log on to the Azure portal.

Delete the virtual machines from the Resource page in Azure.

Getting Help

If you have problems with XenApp Essentials Service, open a ticket by following instructions in How to Get Help and Support.