Hello & Welcome to Just Answer.
Please Click Here to download the uninstaller.
Run the Uninstaller and then try to install again.
I didnt mention in my initial information that I had tried this uninstaller already and it didnt work
Did you attempted the manual uninstallation?
yes, I did not mention that I had already tried that uninstaller previously and it did not work
I understand but did you try to remove all it's traces and components manually?
Give me 2 minutes please to look this up.
I did an uninstallation using windows uninstall and I used the uninstaller that you sent
Can you click on Start -> Run -> type regedit
Scroll Down to
where do I scroll down to
HKEY_LOCAL_MACHINE and HKEY_LOCAL_USER.
See if there is any Citrix folder created there?
ok. Before we go further,what happens if we get cut off. how do I get back in communicaiton with you?
You can login to JustAnswer and click on My Questions then chose this question to continue.
do you mean HKEY_current_user?
You should have both the directoris
We have to check two directors for Citrix
I have HKEY_LOCAL_MACHINE AND HKEY_CURRENT_USERS
That's right - Those two folders.
Do not delete anything now, just check if any Citrix folders exists.
a citrix folder in HKEY_CURRENT_USERS
Click File -> Export and take a back up of registry keys.
after clicking export i am being given the option to save. what do i do next
Save it to your desktop. These are registry keys and if any thing is incorrectly deleted, then the Windows may get corrupted.
Our last restore would be to restore from the back up which you are just saving now.
I saved it to the desktop
So was the Citrix folder in HKEY_CURRENT_USERS\Software ?
I just found a citrix folder in HKEY_MACHINE also
Do you see them under Software?
Ok delete both the Citrix folders. Make sure you only delete the Citrix folder and nothing else.
fyi, i still see the ctrix icon on the lower bar
Did you uninstall it from Control Panel?
Right click the icon and exit out of it.
do you want me to do that now?
Did you already delete the Citrix Folders?
Please try to uninstall it from Control Panel. I wish you would have given this information before.
do you want me to check the registry again after it is uninstalled?
ok it is uninstalled
Please now try loading the receiver.
See if it appears on the left menu?
on iTunes ?
Sorry, wrong window.
I did not completely launch. I did not get the launch manager box giving me the option to launch
Which option are you getting?
I get a box that asks me if I want to add and account. I click cancel and then nothing happins
Is it showing the Citrix icon at the bottom left?
should i have uninstalled the citrix prior to deleting the files in the registry? should i try that?
I have the citrix icon in the bottom right of my screen
Click on it
I think it has installed fine this time.
im getting the add account box that wants me to enter and email or server address
This has installed correctly. You need those details (I am not sure what type of setup you have) but you need those details to continue.
According to the instructions from my school, im supposed to click cancel when that box pops up
Can you tell me the complete instructions they gave?
Yes one second while i type them in
the last instruction was to click cancel if im prompted to ad an email address. According to the instructions, that is the final step
Then this is done.
Did they only tell you to install Citrix and that's all?
no, i had to set up an account with mypearson lab for a student electronic health record. I did that. Apparently that ehr runs off of citrix
Citrix Receiver is now installed.
You need those details from them so that you can log on to Citrix through the receiver and access the records/documents.
I would like to try something. I want to uninstall citrix and delete those same folders from the regedit. when i reload citrix i am going to try a different link which would brought up the download manager the last time. Can you hold while i do that?
Why do you want to do that?
Don't make changes to regedit.
Citrix Receiver is installed correctly.
if it installed correctly i would have had the download manager appear
The thing you are talking about "Launch" is what you get when you download the receiver using the Download Manager and it does the same thing.
okay, how can i access the download manger?
Since it's already downloaded, it will not re-download.
This will make no difference my friend. I am a Citrix Silver Solutions Advisor.
okay what next
Get the details from the administrator or the company who told you to get Citrix Receiver.
Citrix is now successfully installed on your computer. If you are asked to add an email or account, click finish or cancel.
Note: You may have to launch Citrix from your saved location before you can work in your Cerner AEHR Course.
I pasted this from the instructions
Is this the full instructions or are there any thing else?
ill do an attachment and send them to you
do you have an email address. I dodnt think i can attach them here
You can upload them to www.wikisend.com and send me the link to download.
do i just click upload
Click on Chose File
Then select the file and then click upload
i went to wikisend, browsed and attached to file and than clicked upload
Can you see the link in the Download Link field
Or File ID :
Please provide me the link or the File ID
File ID: 796876
It is not letting me download the file.
Can you upload the file here:
is there another way to get it too you
Upload the file here and then move the mouse to Download Link and Hold Ctrl key on your keyboard then press C
Then paste the link here.
I am reading this now
This only tells you to download the receiver.
This has been downloaded and running.
Is there any website address to login that they have provided?
yes, that is the only thing i need help with
It has been downloaded and it is running.
The next thing is to get the access details from (the company who asked you to download Citrix)
They will either give you the account details / server address or a website link where you can login to the Citrix.
in the instructions i sent you, they stated to cancel through the box which prompts me to add an email
Yes because they require you to login through the web.
To be able to login through the web, you need to have Citrix Client on your computer which you already have now.
There is a address for that which they should provide.
i have logged in at pearson and it does not work. I will do it now and read you the error message
Hint: Unable to find the resource you need? Use Search to locate it for you.
read the hint at the bottom
This error message does not relates to Citrix.
It means unable to find what you were searching for.
when i click on the icon in that box im supposed to be able to access the ehr through citrix. nothing happens and that message comes up
What is the link to login to pearson?
I will send you those instructions. one moment
step # XXXXX is not happening
the Cerner Millennium login should pop up. and it isnt
Please wait - I am reading the document so i can understand what's happening.
Which browser are you using?
Did appear on your browser when you clicked on Electronic Health Record EHR icon
Do you have Internet Explorer?
yes, i attempted to use that earlier
Can you try again?
ok lets do it
You must configure your browser to accept cookies. Contact your system administrator for assistance.
im getting this message
1. Click Tools > Internet Options.2. Click the Privacy tab. The default privacy setting is Medium. You must set it to Medium High or LOWER; High will not work.3. Click Sites on the Privacy tab.4. Click Allow.5. Click Advanced. Make sure that you are not overriding cookie handling.6. Click OK until the Options window closes.
settings were correct
Do you have FireFox installed on this system?
no, do you want me to install it
And try the same on Firefox.
ok i will attempt to sign in using firefox
ive gotten to the icon, but when i click it nothing is happening
the mill. pop up box is not appearing
Please type your username and password XXXXX this site and send me the link so i can try it here.
you mean my user name and password XXXXX cerner correct
you will be the only one seeing this correct?
It also has been deleted, no one else will be able to view the password XXXXX the username.
It is working fine with me.
Can you restart your computer ?
ill try. how do i contact you after that
Login to Just Answer and Click on My Questions
Then chose this question and "Reply to Expert"
You can also bookmark this link.
Did it work?
Are you still there?
it was not letting me type
i had the same outcome. still not letting me in.
Is the citrix receiver running?
Can you see the black icon on the right?
when i said it was not letting me type, i meant the just answer was not letting me type
yes it is. by the way, i thought i read something on one site that said the icon should be purple or red. black means it is not connected
All we have to ensure is that it should be running.
ok, what next
That pop up is the process where it connects
im not getting that pop up
When you click on Cerner’s Academic EHR
Does it asks for a username and a password?
yess. it is on step 9 of the instructions in small print. user name realehr and password Alli@nce
that loging takes me to the icon page
After typing in the login details
Did you click on
Electronic Health Record AEHR icon again?
yes. and i did not get the pop up box
Which page are you on now?
the page with the two icons. one of them is the ehr
Click Here and tell me what happens?
a message telling me that a website wants to open the conent using citrix and I click allow, but nothing happens after that
i usually dont get that box asking for permission when i do it
It's the browser
Asking for permission, it normally does.
What is the icon color of the citrix now?
You can allow all pop-ups by disabling the pop-up blocker. Follow these steps:
ill check again but i looked at that before. fyi im using firefox at the moment
Can you get back to Chrome
i have to use the restroom real quick
verified that google chrome setting is correct. i will try it on there
did not work. only difference was that i did not get the permission box pop up
Can you right click the black citrix icon and select About
Click Advanced and select Reset Receiver
taken care of. after resetting that box popped up asking me if i wanted to add and email. i clicked cancel
Are you talking to me through FireFox?
no. internet explorer
Is there any antivirus or something similar to a firewall/antivirus installed on your system?
Can you disable norton?
ill try it
would disabling the smart firewall do or do i have to completely disable norton?
Completely disable Norton
give me one second to figure out how to do that
trying to figure out how to disable it without uninstalling it
Is it Norton 360?
If you right click the Norton icon in you system tray at the bottom right, you will see options to disable the functions
do you mean disable anti virus
And any other functions it has
it is off
which browser do you want me to try it in this time?
Firewall off as well?
Try it on firefox.
Please ensure that all functions of norton are disabled.
I disabled the smart fire wall as well. no luck
Is the smart-firewall disabled?
Refresh the page and then try
Citrix appears to be working. Some thing else is wrong on the system
Do you have any other computer/laptop?
Something is blocking the pop-up
Do you have a different PC or a Laptop we can try this on?
do you feel that there is nothing more you can do?
Reset the browser settings and re-try.
Ensure norton stays disabled (all its functions anti-virus / firewall etc)
Close the Chrome Browser
Click Start -> Run
type or copy this command below in Run
After entering the above command hit Enter
You will see a folder called Default
Rename this folder to Default_Backup
change its name to default_backup correct?
and open Chrome Again.
chrome is open
Try again now
it did not work but something different happened. one moment
when i clicked on the icon i noticed that a small box opened at the top of the page just above applications. the box was completely white inside and it didnt appear until i clicked the icon
That should be the case.
After that a pop-up should open
the pop up still didnt open
It means it is being blocked
That is why it is unable to open
ok. antivirus is off. what would be blocking it?
Is there any thing else on this system?
In the Norton Internet Security main window, click Settings.
In the Settings window, click the Network tab.
In the left pane, click Smart Firewall.
In the Smart Firewall row, move the On/Off switch to the right to the Off position.
In the Security Request window, in the Select the duration drop-down list, select the duration for which you want to turn off Smart Firewall.
ok one moment
while im doing that could plug ins have any effect?
That whitebox is an indicator that it attempted to open the pop-up
i have a my network in the norton settings, but i dont see a left pane with smart firewall
i found it
the smart firewall is currently in the off position
May i know why did you first uninstalled the receiver?
Was there any message you received like (add to exception) or something similar to this before you spoke to me?
initially when i could not get the pop up screen after clicking the icon, i thought that there may have been an issue with the way that citrix was installed
Is there a Silent Mode option on Norton?
the add to message has always been there through every installation
where would i look for that
Click the Norton 360 icon on the Desktop
Then Click on Settings
The Silent Mode is under Quick Controls
i see it
I see you are trying to rate my answer/service but we have not finished. I really want to get this sorted out for you.
actually i dont even have my hands on the mouse or keyboard
That's fine then.
thank you. i appreciate your help
Check the Silent Mode
and then try again
Click Start -> type taskmgr
From the Top Click on Processes
Under Image Name field locate ccSvcHst.exe
Click on it and then click End Process
telling me that access is denied
Are you the Administrator of this system?
Right click taskmgr and select Run As Administrator
Then under Processes locate ccSvcHst.exe and Click End Process
where do i right click
When you type taskmgr it should show you the taskmgr in the list
still access denied
I would suggest reinstalling the operating system and redownloading Citrix Receiver
how is that done
Then without the Norton Installed try it again
Is this a laptop or a desktop?
What is the part number or model number for this desktop?
where do i find that
It should be on the back of the PC or written on the front
I would like to check something else as well
Can you go to privnote.com and send me username and password XXXXX
Can you try one more time and let me know if the white box appears?#
yes the white box appears
Can you see two Citrix icons at the bottom?
or just one?
Click on it and tell me what does that shows?
the add acount box pops up
Can you download this browser and try form here: http://www.opera.com/computer/windows
Nothing else? No Citrix icon at the bottom?
what do you mean by citrix icon at the bottom
the black icon is at the bottom right tool bar
That one stays there but a new one opens as well if it's working
ok, ive never seen a new one opening
How do you connect to the internet?
I do not see any problems other then your address being blocked by the server.
You should contact the authority who gave you the username and the password XXXXX check their logs on what is happening and whether you are blocked
The second option is to reinstall Windows Completely and try that.
ok i appreciate your help.
i just need to rate you and then ill be charged 48 dollars correct?
I am very sorry that we could not fix this problem.
you tried, that is all i can ask
That's right. The original question was about it not being able to install which we have already resolved.