04/23/20Stroock & Stroock & Lavan LLP
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Troubleshooting and Improving Remote Access at Home

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.

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.

Troubleshooting Steps:

o   Run a test first to check your download and upload bandwidth (speed) and roundtrip time (RTT/ping) at https://speed.measurementlab.net/#/.

o   Check 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.

o   Ensure 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):

o   Distance from your device to the wireless router.

o   Obstructions, such as a walls or pillars, between your device and the router.

o   Excessive 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.

o   Services 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.

o   Service provider issues

o   An issue with your home network.

o   Electrical interference e.g., cordless phone, microwave oven.

o   Your wireless network is using the same communications channel as your neighbor’s.

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