Citrix Fix

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

Error 1: You can not log in at this time.

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. This almost always (see note at the end of this section) is an issue with your browser's cache files.

How to resolve:

  1. Close your browser;
  2. Open it again with just a blank tab;
  3. Clear your browser's cache for All Time. For Chrome, you can just clear Cached Images and Files. You do not need to clear Browsing History or Cookies. 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

(almost always note) If clearing cached files does not work, then please follow the instruction below for deleting the site cookies.

Error 2: Cannot complete your request.

This happens after you attempt to log in.  Your browser's cookies need to be cleared. This usually happens after a security update on the Citrix servers.

How to resolve:

  1. Close your browser and open it again with just a blank tab (or your home tab);
  2. Clear your browser's cookies. You only need to clear the cookies for citrix.berkeley.edu, but if you do not know how to clear cookies for just one site, then clear all cookies.

Below are instructions for the Chrome browser to clear cookies just for citrix.berkeley.edu:

  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, then restart it and try to log into Citrix.

Error 3: 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. Reboot your computer - do not open any apps;
  2. Delete everything "Citrix". For MacOS, open Applications and drag Citrix to the trash.  For Windows, go to Settings > Apps > Installed apps, and uninstall Citrix.  In both cases you'll probably need administrator privileges.
  3. Reboot your computer again, and this time open your Browser to a blank tab (do not open any other tabs).
  4. Clear your browser cache for All Time. For Chrome, you just need to clear Cached Images and Files. You do not need to clear Browsing History or Cookies. If your browser does not have options for what to clear, then clear Everything for All Time.
  5. Install Citrix again. Use asc.berkeley.edu/citrix to help with that.