Citrix Fix

This page provides help for users that are having problems with Citrix to access Student Views.

In general, the first step for fixing issues are:

  1. Reboot your computer.  Do not just log out and back in.  Do not put your computer to sleep and wake it up.  Actually reboot.

Issue 1: Citrix worked before, but not now:

When you browse to citrix.berkeley.edu, and log in with your Calnet ID, you get an error that says you cannot log in at this time, or when you click on Student Views, nothing happens, or when you do log in, Student Views is not behaving normally.

There are 2 steps below -- one of which will probably fix the issue.  So you can do Step 1 and test, and if you still have a problem, do Step 2. Or you can do both, and then test.

Step 1: Clear your browser's Cached Images and Files:

For most browsers, the cache is divided into categories.  This first step is to clear Cached Images and Files. If your browser does not have options for what to clear, then clear Everything for All Time. Below are instructions for the Chrome browser to clear Cached Images and Files:

  1. Click the 3-dot menu in the upper right corner:
    picture of 3-dot menu in the Chrome browser
  2. On the drop-down menu, select Delete browsing data ...
    picture of Delete Browsing Data menu option
  3. On the option window, un-check all options except for Cached images and files:
    picture show all unchecked except Delete Cached Files

Continue on with Step 2 below:

Step 2: Delete your browser's Citrix cookies:

Again, most browsers have categories for their cache.  You could delete all cookies, but that affects other applications and is only needed if you cannot delete just the Citrix cookies.

Below are instructions for the Chrome browser to clear just the Citrix cookies:

  1. Browse to citrix.berkeley.edu
  2. In the address bar, click on the site connection status link:
    picture of browser site-lock icon
  3. On the drop-down menu, click on Site settings link:
    picture showing selection of "Site setting" link
  4. At the top of the list, click the Delete data button for the Usage > Cookies:
    picture showing "delete data" button across from cookie count.
  5. Close your browser, reboot your computer, and try again.

If you are still having issues, follow the instuctions for Issue 2 to uninstall Citrix and install the latest version.

Issue 2: Citrix will damage computer

When you browse to citrix.berkeley.edu, you get an error message that says that Citrix could damage your computer. This usually happens before you log into Citrix using your Calnet ID. This is often caused by an operating system update, along with an older version of Citrix.

How to resolve:

  1. Following instructions for Issue 1, Step 1 and Step 2 to delete your browser's cached images and files, and the Citrix cookies.
  2. Delete everything "Citrix".
    For MacOS, it is best to use the installer to delete Citrix (just pick the uninstall option). If you do not have the installer, then open Applications and drag Citrix to the trash.
    For Windows: Open Settings, Apps, Installed Apps, and uninstall all Citrix apps (Citrix Browser, Citrix Secure, Citrix Workspace).
  3. Reboot your computer again, and this time open your Browser to a blank tab (do not open any other tabs).
  4. Install Citrix again. Use asc.berkeley.edu/citrix for help with that.

And if you still have problems, try this:

For this process, you definitely need administrator rights, as it asks you to uninstall and install software.  So if you have a managed computer, this will need to done by an IT tech.

  1. Reboot.
  2. Start your browser and follow instructions above for Issue 1, to remove browser files associated with Citrix.
    (if you are here after already cleaning up cache files, then skip to step 3)
  3. Close your browser.
  4. Delete Citrix from your computer.
    For MacOS, it is best to use the installer to delete Citrix (just pick the uninstall option). If you do not have the installer, then open Finder, and in the search window, type Citrix, and delete all the files (unless you recognize one as a file your created).
    For Windows: Open Settings, Apps, Installed Apps, and uninstall all Citrix apps (Citrix Browser, Citrix Secure, Citrix Workspace).
  5. Reboot.
  6. Start your browser, get the latest version of Citrix, and install it.
    Remember: during the installation, if it asks you for account information, do not enter any -- click to "do not show again" (or do not check the box to add an account) as you will not be using the app version, just the browser version.
  7. Reboot.
  8. Open your browser and go to citrix.berkeley.edu, and login and try to start Student Views.