Troubleshooting and Improving Remote Access at Home
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Citrix Receiver for Mac product software. Citrix Workspace App Workspace app for Mac Subscribe to RSS notifications of new downloads. It is recommended to install the latest Citrix Workspace once your system has updated to MacOS Mojave 10.14 or higher. For best results, if you are using Sierra. Citrix Receiver is version 12.9.1 for Mac from their website. It is listed as compatible to MacOs 10.13. Mojave isn't mentioned on their site. By the way, Citrix Receiver 12.9.1 doesn't work for me either under Mojave.
Configuration or changes to your home network, e.g., adding new equipment or changes by your Internet service provider (ISP) or service outages can affect the quality of the connection from your home computer to Citrix even though local internet access and searching are fine.
The steps below are intended to assist you in troubleshooting connection issues or simply help improve the quality of the connection. Due to the wide variety in home networks, these steps are generic, but should apply to most home network setups.
The troubleshooting steps below do not apply to connections outside of your home e.g. hotel.
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Keeping Your System Up to Date
·Use the latest available version of Citrix Workspace (AKA Receiver) app for Windows and MacOS.:
Windows: https://www.citrix.com/downloads/workspace-app/windows/workspace-app-for-windows-latest.html
MacOS: https://www.citrix.com/downloads/workspace-app/mac/workspace-app-for-mac-latest.html
·Minimum Operating System (OS) requirements for Citrix Workspace.
Windows OS
Windows 7
Windows 8.1
Windows 10
Please Note: Windows XP is no longer supported by Microsoft and is not supported in our remote access environment.
MacOS
MacOS 10.13 (High Sierra)
MacOS 10.14 (Mojave)
MacOS 10.15 (Catalina)
·Ensure your computer has the latest operating system updates installed.
How to install latest updates for Windows computers
https://support.microsoft.com/en-us/help/311047/how-to-keep-your-windows-computer-up-to-date
How to install latest updates for MacOS
https://support.apple.com/en-us/HT201541
·Reboot your computer regularly. At least once a week is recommended.
Check Your Connection
Once you have confirmed your computer has a supported OS, is current with OS updates and the Citrix Workspace client is the latest available, and you still do not have a consistent quality connection to Citrix, please follow the below steps for additional troubleshooting.
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Troubleshooting Steps:
oRun a test first to check your download and upload bandwidth (speed) and roundtrip time (RTT/ping) at https://speed.measurementlab.net/#/.
oCheck with Down Detector to see if there are any service disruptions in your area (once a problem starts to occur, it may take time for people to report an outage). Down Detector can be found at www.downdetector.com.
oEnsure Proper Connection between Your Device and the Router.
For Wi-Fi Connections
If you are having connection quality issues, ensure there is proper communication between your device and the wireless router. If your computer is too far away from the wireless router, it is possible the computer is not receiving a proper connection. This can cause issues such as high latency that will cause Citrix to run slow and/or freeze.
Common causes of WiFi interference are (inside and outside of your house):
oDistance from your device to the wireless router.
oObstructions, such as a walls or pillars, between your device and the router.
oExcessive Internet usage during peak times. This can be in your house or your neighborhood. Such as when there is bad weather and more of your neighbors are at home.
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oServices using the internet running at the same time you are using the network. These could be services such as YouTube, Spotify, Netflix, XBox gaming online, or other content or services which uses the internet heavily.
oService provider issues
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oAn issue with your home network.
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oElectrical interference e.g., cordless phone, microwave oven.
oYour wireless network is using the same communications channel as your neighbor’s.
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For more further assistance please contact the Service Desk at 212.806.6171 or toll-free at 888.806.6171. The Stroock Status Line for all offices is available by dialing: 866.STROOCK / 866.787.6625