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Kamil Anwar
Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 1531
Experience:  8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
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I was unable to successfully load citrix receiver on my Windows

Resolved Question:

I was unable to successfully load citrix receiver on my Windows Vista. I uninstalled the receiver and attempted to load it again, and I got the message that it will not load because it is incompatable with previous version. How can I remove all of the files from the previous install?
Submitted: 10 months ago.
Category: Computer
Expert:  Kamil Anwar replied 10 months ago.

Kamil Anwar :

Hello & Welcome to Just Answer.

Kamil Anwar :

Please Click Here to download the uninstaller.

Kamil Anwar :

Run the Uninstaller and then try to install again.

Customer:

I didnt mention in my initial information that I had tried this uninstaller already and it didnt work

Kamil Anwar :

Did you attempted the manual uninstallation?

Customer:

yes, I did not mention that I had already tried that uninstaller previously and it did not work

Kamil Anwar :

I understand but did you try to remove all it's traces and components manually?

Customer:

no

Kamil Anwar :

Give me 2 minutes please to look this up.

Customer:

I did an uninstallation using windows uninstall and I used the uninstaller that you sent

Kamil Anwar :

Can you click on Start -> Run -> type regedit

Kamil Anwar :

Hit Enter

Kamil Anwar :

Scroll Down to

Customer:

where do I scroll down to

Kamil Anwar :

HKEY_LOCAL_MACHINE and HKEY_LOCAL_USER.

Kamil Anwar :

Software\Policies\

Kamil Anwar :

See if there is any Citrix folder created there?

Customer:

ok. Before we go further,what happens if we get cut off. how do I get back in communicaiton with you?

Kamil Anwar :

You can login to JustAnswer and click on My Questions then chose this question to continue.

Customer:

do you mean HKEY_current_user?

Kamil Anwar :

You should have both the directoris

Kamil Anwar :

directories*

Kamil Anwar :

We have to check two directors for Citrix

Kamil Anwar :

HKEY_LOCAL_MACHINE\Software\Policies\
HKEY_LOCAL_USER\Software\Policies\

And also

HKEY_LOCAL_MACHINE\Software\
HKEY_LOCAL_USER\Software\

Customer:

I have HKEY_LOCAL_MACHINE AND HKEY_CURRENT_USERS

Kamil Anwar :

That's right - Those two folders.

Kamil Anwar :

Do not delete anything now, just check if any Citrix folders exists.

Customer:

a citrix folder in HKEY_CURRENT_USERS

Kamil Anwar :

Click File -> Export and take a back up of registry keys.

Customer:

after clicking export i am being given the option to save. what do i do next

Kamil Anwar :

Save it to your desktop. These are registry keys and if any thing is incorrectly deleted, then the Windows may get corrupted.

Kamil Anwar :

Our last restore would be to restore from the back up which you are just saving now.

Customer:

I saved it to the desktop

Kamil Anwar :

So was the Citrix folder in HKEY_CURRENT_USERS\Software ?

Customer:

I just found a citrix folder in HKEY_MACHINE also

Kamil Anwar :

Do you see them under Software?

Customer:

yes

Kamil Anwar :

Ok delete both the Citrix folders. Make sure you only delete the Citrix folder and nothing else.

Customer:

ok

Customer:

done

Customer:

fyi, i still see the ctrix icon on the lower bar

Kamil Anwar :

Did you uninstall it from Control Panel?

Kamil Anwar :

Right click the icon and exit out of it.

Customer:

no yet

Customer:

do you want me to do that now?

Kamil Anwar :

Did you already delete the Citrix Folders?

Customer:

yes

Kamil Anwar :

Please try to uninstall it from Control Panel. I wish you would have given this information before.

Customer:

ok

Customer:

do you want me to check the registry again after it is uninstalled?

Kamil Anwar :

No

Customer:

ok it is uninstalled

Kamil Anwar :

Please now try loading the receiver.

Customer:

ok

Kamil Anwar :

See if it appears on the left menu?

Kamil Anwar :

on iTunes ?

Kamil Anwar :

Sorry, wrong window.

Customer:

I did not completely launch. I did not get the launch manager box giving me the option to launch

Kamil Anwar :

Which option are you getting?

Customer:

I get a box that asks me if I want to add and account. I click cancel and then nothing happins

Kamil Anwar :

Is it showing the Citrix icon at the bottom left?

Kamil Anwar :

Or right?

Customer:

should i have uninstalled the citrix prior to deleting the files in the registry? should i try that?

Customer:

I have the citrix icon in the bottom right of my screen

Kamil Anwar :

Click on it

Kamil Anwar :

I think it has installed fine this time.

Customer:

im getting the add account box that wants me to enter and email or server address

Kamil Anwar :

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.

Customer:

According to the instructions from my school, im supposed to click cancel when that box pops up

Kamil Anwar :

Can you tell me the complete instructions they gave?

Customer:

Yes one second while i type them in

Customer:

the last instruction was to click cancel if im prompted to ad an email address. According to the instructions, that is the final step

Kamil Anwar :

Then this is done.

Kamil Anwar :

Did they only tell you to install Citrix and that's all?

Customer:

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

Kamil Anwar :

Citrix Receiver is now installed.

Kamil Anwar :

You need those details from them so that you can log on to Citrix through the receiver and access the records/documents.

Customer:

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?

Kamil Anwar :

Why do you want to do that?

Kamil Anwar :

Don't make changes to regedit.

Kamil Anwar :

Citrix Receiver is installed correctly.

Customer:

if it installed correctly i would have had the download manager appear

Kamil Anwar :

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.

Customer:

okay, how can i access the download manger?

Kamil Anwar :

Since it's already downloaded, it will not re-download.

Kamil Anwar :

This will make no difference my friend. I am a Citrix Silver Solutions Advisor.

Customer:

okay what next

Kamil Anwar :

Get the details from the administrator or the company who told you to get Citrix Receiver.

Customer:


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.


For

Customer:

I pasted this from the instructions

Kamil Anwar :

Is this the full instructions or are there any thing else?

Customer:

ill do an attachment and send them to you

Kamil Anwar :

Thanks

Customer:

do you have an email address. I dodnt think i can attach them here

Kamil Anwar :

You can upload them to www.wikisend.com and send me the link to download.

Customer:

do i just click upload

Kamil Anwar :

Click on Chose File

Kamil Anwar :

Then select the file and then click upload

Customer:

i went to wikisend, browsed and attached to file and than clicked upload

Kamil Anwar :

Can you see the link in the Download Link field

Kamil Anwar :

Or File ID :

Customer:

yes

Kamil Anwar :

Please provide me the link or the File ID

Customer:

File ID: 796876

Kamil Anwar :

It is not letting me download the file.

Kamil Anwar :

Can you upload the file here:

Customer:

is there another way to get it too you

Kamil Anwar :

Upload the file here and then move the mouse to Download Link and Hold Ctrl key on your keyboard then press C

Kamil Anwar :

Then paste the link here.

Kamil Anwar :

I am reading this now

Customer:

ok

Kamil Anwar :

This only tells you to download the receiver.

Kamil Anwar :

This has been downloaded and running.

Kamil Anwar :

Is there any website address to login that they have provided?

Customer:

yes, that is the only thing i need help with

Kamil Anwar :

It has been downloaded and it is running.

Kamil Anwar :

The next thing is to get the access details from (the company who asked you to download Citrix)

Kamil Anwar :

They will either give you the account details / server address or a website link where you can login to the Citrix.

Customer:

in the instructions i sent you, they stated to cancel through the box which prompts me to add an email

Kamil Anwar :

Yes because they require you to login through the web.

Kamil Anwar :

To be able to login through the web, you need to have Citrix Client on your computer which you already have now.

Kamil Anwar :

There is a address for that which they should provide.

Customer:

i have logged in at pearson and it does not work. I will do it now and read you the error message

Kamil Anwar :

Ok

Customer:

read the hint at the bottom

Kamil Anwar :

This error message does not relates to Citrix.

Kamil Anwar :

It means unable to find what you were searching for.

Customer:

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

Kamil Anwar :

What is the link to login to pearson?

Customer:

I will send you those instructions. one moment

Kamil Anwar :

Thanks

Customer:

step # XXXXX is not happening

Kamil Anwar :

Checking

Customer:

the Cerner Millennium login should pop up. and it isnt

Kamil Anwar :

Checking

Kamil Anwar :

Please wait - I am reading the document so i can understand what's happening.

Customer:

ok

Kamil Anwar :

Which browser are you using?

Customer:

google chrome

Kamil Anwar :

Did appear on your browser when you clicked on Electronic Health Record EHR icon

Customer:

no

Kamil Anwar :

Do you have Internet Explorer?

Customer:

yes, i attempted to use that earlier

Kamil Anwar :

Can you try again?

Customer:

ok lets do it

Kamil Anwar :

Thanks

Customer:

Cookies Required


This Web site uses cookies to deliver your resources.


You must configure your browser to accept cookies. Contact your system administrator for assistance.

Customer:

im getting this message

Kamil Anwar :

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.

Customer:

will do

Kamil Anwar :

I'll wait.

Customer:

settings were correct

Kamil Anwar :

Do you have FireFox installed on this system?

Customer:

no, do you want me to install it

Kamil Anwar :

Yes please

Customer:

ok

Kamil Anwar :

And try the same on Firefox.

Customer:

ok i will attempt to sign in using firefox

Kamil Anwar :

Thanks

Customer:

ive gotten to the icon, but when i click it nothing is happening

Customer:

the mill. pop up box is not appearing

Kamil Anwar :

https://privnote.com/

Kamil Anwar :

Please type your username and password XXXXX this site and send me the link so i can try it here.

Customer:

you mean my user name and password XXXXX cerner correct

Kamil Anwar :

Yes

Customer:

you will be the only one seeing this correct?

Kamil Anwar :

Yes

Kamil Anwar :

It also has been deleted, no one else will be able to view the password XXXXX the username.

Customer:

thx

Kamil Anwar :

It is working fine with me.

Kamil Anwar :

Can you restart your computer ?

Customer:

ill try. how do i contact you after that

Kamil Anwar :

Login to Just Answer and Click on My Questions

Kamil Anwar :

Then chose this question and "Reply to Expert"

Kamil Anwar :

You can also bookmark this link.

Kamil Anwar :

Did it work?

Kamil Anwar :

Are you still there?

Customer:

it was not letting me type

Customer:

unbelievable

Customer:

i had the same outcome. still not letting me in.

Kamil Anwar :

Is the citrix receiver running?

Kamil Anwar :

Can you see the black icon on the right?

Customer:

when i said it was not letting me type, i meant the just answer was not letting me type

Customer:

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

Kamil Anwar :

All we have to ensure is that it should be running.

Customer:

ok, what next

Kamil Anwar :

That pop up is the process where it connects

Customer:

i agree

Customer:

im not getting that pop up

Kamil Anwar :

When you click on Cerner’s Academic EHR

Kamil Anwar :

Does it asks for a username and a password?

Customer:

yess. it is on step 9 of the instructions in small print. user name realehr and password Alli@nce

Customer:

that loging takes me to the icon page

Kamil Anwar :

After typing in the login details

Kamil Anwar :

Did you click on

Customer:

?

Kamil Anwar :

Electronic Health Record AEHR icon again?

Customer:

yes. and i did not get the pop up box

Kamil Anwar :

Which page are you on now?

Customer:

the page with the two icons. one of them is the ehr

Kamil Anwar :

 


Click Here and tell me what happens?


 

Customer:

a message telling me that a website wants to open the conent using citrix and I click allow, but nothing happens after that

Customer:

i usually dont get that box asking for permission when i do it

Kamil Anwar :

It's the browser

Kamil Anwar :

Asking for permission, it normally does.

Kamil Anwar :

What is the icon color of the citrix now?

Customer:

black

Kamil Anwar :

You can allow all pop-ups by disabling the pop-up blocker. Follow these steps:



  1. Click the Chrome menu Chrome menu on the browser toolbar.

  2. Select Settings.

  3. Click Show advanced settings.

  4. in the "Privacy" section, click the Content settings button.

  5. In the "Pop-ups" section, select "Allow all sites to show pop-ups."

Customer:

ill check again but i looked at that before. fyi im using firefox at the moment

Kamil Anwar :

Can you get back to Chrome

Customer:

yes

Customer:

i have to use the restroom real quick

Kamil Anwar :

No worries

Customer:

verified that google chrome setting is correct. i will try it on there

Kamil Anwar :

Ok

Customer:

did not work. only difference was that i did not get the permission box pop up

Kamil Anwar :

Can you right click the black citrix icon and select About

Customer:

yes

Kamil Anwar :

Click Advanced and select Reset Receiver

Customer:

taken care of. after resetting that box popped up asking me if i wanted to add and email. i clicked cancel

Kamil Anwar :

Are you talking to me through FireFox?

Customer:

no. internet explorer

Kamil Anwar :

Is there any antivirus or something similar to a firewall/antivirus installed on your system?

Customer:

norton

Kamil Anwar :

Can you disable norton?

Customer:

ill try it

Customer:

would disabling the smart firewall do or do i have to completely disable norton?

Kamil Anwar :

Completely disable Norton

Customer:

ok

Customer:

give me one second to figure out how to do that

Kamil Anwar :

Okay

Customer:

trying to figure out how to disable it without uninstalling it

Kamil Anwar :

Is it Norton 360?

Customer:

yes

Kamil Anwar :

If you right click the Norton icon in you system tray at the bottom right, you will see options to disable the functions

Customer:

do you mean disable anti virus

Kamil Anwar :

Yes

Kamil Anwar :

And any other functions it has

Customer:

ok

Customer:

it is off

Customer:

which browser do you want me to try it in this time?

Kamil Anwar :

Firewall off as well?

Customer:

ok

Kamil Anwar :

Try it on firefox.

Customer:

negative

Kamil Anwar :

Please ensure that all functions of norton are disabled.

Customer:

I disabled the smart fire wall as well. no luck

Kamil Anwar :

Is the smart-firewall disabled?

Kamil Anwar :

Refresh the page and then try

Customer:

negative

Kamil Anwar :

Citrix appears to be working. Some thing else is wrong on the system

Kamil Anwar :

Do you have any other computer/laptop?

Customer:

ok

Kamil Anwar :

Something is blocking the pop-up

Customer:

ok

Kamil Anwar :

Do you have a different PC or a Laptop we can try this on?

Customer:

unfortunately no

Customer:

do you feel that there is nothing more you can do?

Kamil Anwar :

Reset the browser settings and re-try.

Kamil Anwar :

Ensure norton stays disabled (all its functions anti-virus / firewall etc)

Kamil Anwar :

Close the Chrome Browser

Kamil Anwar :

Click Start -> Run

Kamil Anwar :

type or copy this command below in Run

Kamil Anwar :

%LOCALAPPDATA%\Google\Chrome\User Data\

Kamil Anwar :

After entering the above command hit Enter

Kamil Anwar :

You will see a folder called Default

Kamil Anwar :

Rename this folder to Default_Backup

Customer:

ok

Customer:

change its name to default_backup correct?

Kamil Anwar :

and open Chrome Again.

Kamil Anwar :

yes

Customer:

ok

Customer:

chrome is open

Kamil Anwar :

Try again now

Customer:

ok

Customer:

it did not work but something different happened. one moment

Kamil Anwar :

Ok

Customer:

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

Kamil Anwar :

That should be the case.

Kamil Anwar :

After that a pop-up should open

Customer:

the pop up still didnt open

Kamil Anwar :

It means it is being blocked

Kamil Anwar :

That is why it is unable to open

Customer:

ok. antivirus is off. what would be blocking it?

Kamil Anwar :

Is there any thing else on this system?

Kamil Anwar :

 




  • 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.




  • Click Apply.




  • 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.




  • Click OK.




  • Click OK.



Customer:

ok one moment

Customer:

while im doing that could plug ins have any effect?

Kamil Anwar :

Which plugins?

Kamil Anwar :

That whitebox is an indicator that it attempted to open the pop-up

Customer:

i have a my network in the norton settings, but i dont see a left pane with smart firewall

Customer:

i found it

Kamil Anwar :

Ok

Customer:

the smart firewall is currently in the off position

Kamil Anwar :

May i know why did you first uninstalled the receiver?

Kamil Anwar :

Was there any message you received like (add to exception) or something similar to this before you spoke to me?

Customer:

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

Kamil Anwar :

Is there a Silent Mode option on Norton?

Customer:

the add to message has always been there through every installation

Customer:

where would i look for that

Kamil Anwar :

Click the Norton 360 icon on the Desktop

Kamil Anwar :

Then Click on Settings

Kamil Anwar :

The Silent Mode is under Quick Controls

Customer:

i see it

Kamil Anwar :

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.

Customer:

actually i dont even have my hands on the mouse or keyboard

Kamil Anwar :

That's fine then.

Customer:

thank you. i appreciate your help

Kamil Anwar :

Check the Silent Mode

Customer:

ok

Kamil Anwar :

and then try again

Customer:

done

Kamil Anwar :

now try

Customer:

ok

Customer:

same result

Kamil Anwar :

Click Start -> type taskmgr

Kamil Anwar :

From the Top Click on Processes

Customer:

ok

Kamil Anwar :

Under Image Name field locate ccSvcHst.exe

Kamil Anwar :

Click on it and then click End Process

Customer:

got it

Customer:

telling me that access is denied

Kamil Anwar :

Are you the Administrator of this system?

Customer:

yes

Kamil Anwar :

Click Start -> type taskmgr

Kamil Anwar :

Right click taskmgr and select Run As Administrator

Kamil Anwar :

Then under Processes locate ccSvcHst.exe and Click End Process

Customer:

where do i right click

Customer:

got it

Kamil Anwar :

When you type taskmgr it should show you the taskmgr in the list

Customer:

still access denied

Kamil Anwar :

I would suggest reinstalling the operating system and redownloading Citrix Receiver

Customer:

how is that done

Kamil Anwar :

Then without the Norton Installed try it again

Kamil Anwar :

Is this a laptop or a desktop?

Customer:

desktop

Kamil Anwar :

What is the part number or model number for this desktop?

Customer:

where do i find that

Kamil Anwar :

It should be on the back of the PC or written on the front

Customer:

one moment

Kamil Anwar :

Okay

Customer:

HP

Customer:

model m9150f

Kamil Anwar :

Great.

Kamil Anwar :

I would like to check something else as well

Customer:

ok

Kamil Anwar :

Can you go to privnote.com and send me username and password XXXXX

Customer:

ok

Kamil Anwar :

Can you try one more time and let me know if the white box appears?#

Customer:

ok

Customer:

yes the white box appears

Kamil Anwar :

Can you see two Citrix icons at the bottom?

Kamil Anwar :

or just one?

Customer:

only one

Kamil Anwar :

Click on it and tell me what does that shows?

Customer:

the add acount box pops up

Kamil Anwar :

Can you download this browser and try form here: http://www.opera.com/computer/windows

Customer:

ok

Customer:

white box

Kamil Anwar :

Nothing else? No Citrix icon at the bottom?

Customer:

what do you mean by citrix icon at the bottom

Customer:

the black icon is at the bottom right tool bar

Kamil Anwar :

That one stays there but a new one opens as well if it's working

Customer:

ok, ive never seen a new one opening

Customer:

no changes

Kamil Anwar :

How do you connect to the internet?

Customer:

high speed

Customer:

cable

Kamil Anwar :

From home?

Customer:

yes

Kamil Anwar :

I do not see any problems other then your address being blocked by the server.

Customer:

ok

Kamil Anwar :

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

Kamil Anwar :

The second option is to reinstall Windows Completely and try that.

Customer:

ok i appreciate your help.

Customer:

i just need to rate you and then ill be charged 48 dollars correct?

Kamil Anwar :

I am very sorry that we could not fix this problem.

Customer:

you tried, that is all i can ask

Kamil Anwar :

That's right. The original question was about it not being able to install which we have already resolved.

Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 1531
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Kamil Anwar and 16 other Computer Specialists are ready to help you

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