This article provides recommended user troubleshooting steps for common secure desktop issues within browser and Citrix Workspace application.
If you are experiencing an issue that is not listed, troubleshooting steps do not resolve the issue, or you would prefer IT assistance with this issue, please contact the IT service desk:
Website Access Issues
Site Does Not Load
Symptom: you try to access https://securedesk.sacredheart.edu or https://sacredheart.cloud.com, but the site does not load.
Try to:
Username or Password Is Not Accepted
Symptom: you try to access https://securedesk.sacredheart.edu or https://sacredheart.cloud.com, but the site displays an error when you try to sign in.
Try to:
- Ensure you are entering your full SHU email (ex.: doej@sacredheart.edu) and password.
- If the password is being autofilled, please remove what is filled in and type the password in manually.
- Ensure the right account is selected if you have multiple Microsoft accounts and receive an error without entering SHU email or password.
- The easiest way is to go to office.com and sign out of account(s) you don't want to use, then try again in secure desk site.
- Sign in to myshu.sacredheart.edu.
- If the issue persists, this is an issue with the password for your network account. Please contact the IT service desk for further assistance.
- Clear the browser cache: Chrome or Firefox.
Citrix Workspace Issues
No Secure Desktops or Apps to Use
Symptom: you successfully sign in, however there are no secure desktops or apps listed.
Try to:
- Ensure you are signed in.
- Look in the top right of the Citrix Workspace applications for your initial within a circle.
- Some users might be able to view tabs right below their name. Select Apps tab to view apps or Desktops to view the secure desktops.
- Click on your initial in the top right to open the menu.
- Look for a section labeled Switch Accounts. If more than one option is available, try switching to another option.
- Try re-adding your account.
- Open the menu by clicking your initial in the top right.
- Select Accounts option.
- In the new window, click Add....
- Enter securedesk.sacredheart.edu when asked to Enter your Store URL or email address.
- Click Continue.
- Sign in with your full SHU email and password.
- Ensure the right account is signed in if you use multiple accounts.
- Access your secure desktop or app from the browser (see this article to on how to use the browser to access secure desktops).
Application Doesn't Start or Crashes
Symptom: when you try to open the Citrix Workspace desktop application, the icon or the window briefly flickers, then disappears, or the application crashes while you try to use it.
Try to:
- Restart the Citrix Workspace services.
- Right-click on the task bar of your local desktop.
- Select Task Manager.
- Select Show Details if you see only a small window without tabs.
- While on Processes tab, scroll down to find any processes with Citrix icon and name.
- Select each process and click End task in top right.
- Try running Citrix Workspace application again.
- Restart your device.
- Install the latest Citrix Workspace version (see this article for how to install Citrix Workspace desktop application).
Secure Desktop Start-up Issues
Failed to Retrieve ICA Error - Desktop Doesn't Load
Symptom: an error message, "Failed to Retrieve ICA Error" is displayed either in the bottom right corner of the screen or in the middle of the browser page.
Try to:
- Ensure the device is connected to the network, either via Wi-Fi or Ethernet (LAN) connection.
- If you are using the Citrix Workspace desktop application, restart the Citrix Workspace services.
- Right-click on the task bar of your local desktop.
- Select Task Manager.
- Select Show Details if you see only a small window without tabs.
- While on Processes tab, scroll down to find any processes with Citrix icon and name.
- Select each process and click End task in top right.
- Try running Citrix Workspace application again.
- Restart your device.
- If you are using the browser version:
- Try a different browser or incognito mode if you use the browser when accessing secure desktops.
- Clear the browser cache: Chrome or Firefox.
- Ensure your browser is up-to-date by running any available updates. (How to update Chrome or Firefox)
- Try switching the way you open secure desktop: Citrix Workspace desktop application versus opening in browser.
Secure Desktop Doesn't Start at All
Symptom: when a secure desktop or app are selected, nothing happens.
Try to:
- If you are using the Citrix Workspace desktop application, restart the Citrix Workspace services.
- Right-click on the task bar of your local desktop.
- Select Task Manager.
- Select Show Details if you see only a small window without tabs.
- While on Processes tab, scroll down to find any processes with Citrix icon and name.
- Select each process and click End task in top right.
- Try running Citrix Workspace application again.
- Restart your device.
- If you are using the browser version:
- Try a different browser or incognito mode if you use the browser when accessing secure desktops.
- Clear the browser cache: Chrome or Firefox.
- Ensure your browser is up-to-date by running any available updates. (How to update Chrome or Firefox)
- Try switching the way you open secure desktop: Citrix Workspace desktop application versus opening in browser.
- Update your Citrix Workspace application: see this link to download Citrix Workspace.
Slow Start-up Issues
Symptom: Citrix Workspace desktop application signs in and displays desktops/apps, secure desktops and apps start up, but take over 3–5 minutes to fully load. Secured desktop or app itself might be quick once loaded, or might also be slow.
Try to:
- Update your Citrix Workspace application: see this link to download Citrix Workspace. Most of the time the cause of this issue is outdated desktop application.
- Restart your device.
- Check the settings of your local device to see if it is downloading a Windows or driver updates - this can make it slow, but is a temporary slowdown.
- Allow the updates to complete or pause them for a week.
- You might need to restart your device after pausing updates to resolve the slowness.
Issues Within Secure Desktop
Microsoft 365 Issues (Outlook, Excel, etc.)
Symptom: Microsoft applications such as Outlook, Excel, Word and others either present an error when opened or ask you to sign in, but the sign in does not go through and loops back over and over.
Note: there is a known issue with Microsoft authentication within secure desktops that causes issues with using your SHU account to license the software. At this time there is no permanent solution.
Workarounds:
- Contact the IT service desk to perform a longer term workaround over a remote session. Unfortunately, this workaround doesn't have a predictable time frame - it may last months or only a few secure desktop sessions. You will be able to use the desktop applications within secure desktop after the workaround is applied.
- Use the Microsoft 365 applications on your local device rather than within a secure desktop. This is a good solution for Outlook.
- Note: working with particularly sensitive data in Word or Excel might make this workaround not advisable - please use your judgment regarding what data you are processing and on which device.
- Use online versions of Microsoft 365 applications, either within the browser of a local device or secure desktop.
- Open a new browser tab.
- Go to office.com.
- Sign in with your SHU credentials.
- Click on Apps on the left.
- Select which application you want to work in (Word, PowerPoint, Excel etc).
- The application will open in browser.
- Note: the options in the online versions of applications are more limited, but will suit most needs.
- Note: this is a more secure option since the data can be stored directly on OneDrive cloud and not on your local device.
Application Access Within Secure Desktop
Symptom: you are able to access the secure desktop, however you are unable to access an application within the secure desktop.
Try to:
- Ensure you were granted access if this is the first time you are accessing this application. Some applications require a supervisor to approve an access request and/or training completion.
- Ensure you are signed in with the right account if you have multiple accounts (such as department account versus your personal SHU account).
- Sign out of the secure desktop, wait for it to fully disconnect, then try connecting again and accessing the application.
- Check with colleagues who have the same access as you to see if they are able to access the application.
- If not, please report the problem to IT service desk for escalation.
- If yes, please contact the IT service desk to investigate your permissions and troubleshoot further.