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Troubleshooting guidelines

There are multiple troubleshooting paths one can take when an application isn’t running correctly through Citrix or Remote Desktop Services. The following are some troubleshooting suggestions. This list is not meant to be an exhaustive troubleshooting procedure or strategy.

  1. Verify other applications, other than the CIC client-side applications, will run under your Citrix environment. For example, try running notepad.exe. If this is a new Citrix environment, trying other applications may give you insight into publishing applications and the Citrix clients.

  2. Verify that the application can run successfully at the Citrix application server, outside of Citrix. For example, if you have installed Interaction Desktop and it won’t start for a Citrix user:

    1. Go to the physical Citrix application server where Interaction Desktop was installed.

    2. Run the desktop shortcut or the application shortcut from the Start > Programs menu. If Interaction Desktop does not run from the Citrix application server, determine the cause of the problem from this point.

  3. If the Interaction Desktop is not launching for the Citrix user, check the permissions on the Citrix application server. Domain users must have full permissions in the folder where the Interaction Desktop was installed (e.g., C:\Program Files\Interactive Intelligence). From the console of the Citrix server, click Programs, point to Administrative Tools, and then click Local Security Policy. Expand the Local Policies node, and then expand the User Rights Assignments node. Grant the user group or individual user both of the following rights:

    • Create Global Objects

    • Create Permanent Shared Objects

  1. If PureConnect Customer Care recommends tracing on Interaction Desktop, the PureConnect tracing utility must be published and deployed for the user, just as any other Citrix deployed application.

  2. Running with roaming network profiles should not adversely affect the CIC client-side applications.

    An issue has been discovered in which a user who does not deliberately exit Interaction Desktop but logs off of the workstation is not able to log on to Interaction Desktop at a different workstation. If this is the case, the Citrix Administrator may need to terminate CIC client-side applications from the Citrix XenApp console. Further investigation and testing is planned regarding this issue.

  3. If you’re not getting sound through your speakers or the sound quality is poor, keep in mind that audio quality is controlled through Citrix policies. You may need to adjust the setting for the maximum amount of bandwidth for client audio mapping, or the client device sound quality setting.

  4. If the Interaction Supervisor with Historical Reporting and/or Interaction Report assistant licensing is not able to run reports in an Oracle environment, there can be many possible items to check. In the past, we found that the path to the Interaction Supervisor application (e.g. C:\Program Files\Interactive Intelligence) needed to be added to the PATH environment variable on the Citrix application server. This may or may not fix the issue. The network user ID that will be used to run the reports at the client workstation must be a local administrator on the Citrix application server. If reports will not be used, no global local machine permissions are required.

  5. Many of our customers run Interaction Desktop remotely in a Citrix environment. This is encouraged if your client users are truly remote users. However, running the client remotely (select this option from the login dialog for Interaction Desktop) is not a requirement to deploy the applications through Citrix. Running Interaction Desktop remotely in any environment should be a deliberate choice and not just left up to the user’s discretion.