Troubleshoot

App switcher not working

Apps must be published by the IT administrator on the same server. Otherwise, app switching will not work.

Applications open in different sessions

This server-side issue can occur even when application sharing is enabled. This is an intermittent issue, and there is no workaround.

Disconnected sessions

Users can disconnect (but not log off) from a Citrix Workspace app for iOS session in the following ways:

  • While viewing a published app or desktop in session:
    • tap the arrow at the top of the screen to expose the in-session drop down menu.
    • tap the Home button to return to the launch pad.
    • notice the white shadow under the icon of one of the published apps that are still in an active session; tap the icon.
    • tap disconnect.
  • Close Citrix Workspace app for iOS:
    • double tap the device’s Home button.
    • locate Citrix Workspace app for iOS in the iOS app switcher view.
    • tap disconnect in the dialog that appears.
  • Pressing the home button on their mobile device.
  • Tapping Home or Switch in the app’s drop-down menu.

The session remains in a disconnected state. Although the user can reconnect at a later time, you can ensure disconnected sessions are rendered inactive after a specific interval. To do this, configure a session timeout for the ICA-tcp connection in Remote Desktop Session Host Configuration (formerly known as “Terminal Services Configuration”). For more information about configuring Remote Desktop Services (formerly known as “Terminal Services”), refer to the Microsoft Windows Server product documentation.

Expired passwords

Citrix Workspace app for iOS supports the ability for users to change their expired passwords. Prompts appear for users to enter the required information.

Jailbroken devices

Your users can compromise the security of your deployment by connecting with jailbroken iOS devices. Jailbroken devices are those whose owners have modified them, usually with the effect of bypassing certain security protections.

When Citrix Workspace app for iOS detects a jailbroken iOS device, Citrix Workspace app for iOS displays an alert to the user. To further help to secure your environment, you can configure StoreFront or Web Interface to help to prevent detected jailbroken devices from running apps.

Requirements

  • Citrix Receiver for iOS 6.1 or later
  • StoreFront 3.0 or Web Interface 5.4 or later
  • Access to StoreFront or Web Interface through an administrator account

To help to prevent detected jailbroken devices from running apps

  1. Log onto your StoreFront or Web Interface server as a user who has administrator privileges.

  2. Find the file default.ica, which is in one of the following locations:

    • C:\inetpub\wwwroot\Citrix\storename\conf (Microsoft Internet Information Services)
    • C:\inetpub\wwwroot\Citrix\storename\App_Data (Microsoft Internet Information Services)
    • ./usr/local/tomcat/webapps/Citrix/XenApp/WEB-INF (Apache Tomcat)
  3. Under the section [Application], add the following: AllowJailBrokenDevices=OFF

  4. Save the file and restart your StoreFront or Web Interface server.

After you restart the StoreFront server, users who see the alert about jailbroken devices cannot launch apps from your StoreFront or Web Interface server.

To allow detected jailbroken devices to run apps

If you do not set AllowJailBrokenDevices, the default is to display the alert to users of jailbroken devices but still allow them to launch applications.

If you want to specifically allow your users to run applications on jailbroken devices:

  1. Log onto your StoreFront or Web Interface server as a user who has administrator privileges.

  2. Find the file default.ica, which is in one of the following locations:

    • C:\inetpub\wwwroot\Citrix\storename\conf (Microsoft Internet Information Services)
    • C:\inetpub\wwwroot\Citrix\storename\App_Data (Microsoft Internet Information Services)
    • ./usr/local/tomcat/webapps/Citrix/XenApp/WEB-INF (Apache Tomcat)
  3. Under the section [Application] add the following: AllowJailBrokenDevices=ON

  4. Save the file and restart your StoreFront or Web Interface server.

When you set AllowJailBrokenDevices to ON, your users see the alert about using a jailbroken device, but they can run applications through StoreFront or Web Interface.

Loss of HDX audio quality

From Citrix Virtual Apps and Desktops, HDX audio to Citrix Workspace app for iOS might lose quality when using audio plus video. This issue occurs when the Citrix Virtual Apps and Desktops HDX policies cannot handle the amount of audio data with the video data. For suggestions about how to create policies to improve audio quality, see Knowledge Center article CTX123543.

Demo accounts available from Citrix Cloud

Users who do not currently have an account can create a demo user account at the Citrix Cloud demo site at http://cloud.citrix.com/.

Citrix Cloud offers users the ability to experience the power of Citrix solutions without having to set up and configure their own environment. Citrix Cloud demo environment uses a number of key Citrix solutions including Citrix Virtual Apps and Desktops and Citrix Gateway.

However, in this demo environment, data is not saved, and when you disconnect, you might not get able to get back to your session.

Numeric keys

If users have issues with numeric keys not working correctly in published applications, they can try disabling the Unicode keyboard in Citrix Workspace app for iOS. To do this, from the Settings tab, tap Keyboard Options, and for Use Unicode Keyboard, toggle the switch to Off.

Slow connections

If you experience slow connections to the XenApp Services site, or issues such as missing application icons or “Protocol Driver Error” messages, as a workaround, on the Citrix Virtual Apps server and Citrix Secure Web Gateway or Web Interface server, disable the following Citrix PV Ethernet Adapter Properties for the network interface (all enabled by default):

  • Large Send Offload
  • Offload IP Checksum
  • Offload TCP Checksum
  • Offload UDP Checksum

No server restart is needed. This workaround applies to Windows Server 2003 and 2008 32-bit. Windows Server 2008 R2 is not affected by this issue.