How do I troubleshoot a problem running an application in Software Remote?

Overview

This article provides troubleshooting steps if you are unable to run an application in Software Remote.

Instructions

If having problems with running applications in Software Remote, please try the troubleshooting steps listed below.

1. VPN - Off campus users need to insure they are connected to the Purdue VPN before trying to use Software Remote.  
    
2. Install - Check/install the current version of Citrix Workspace application on your computer.  Instructions may be found at:  https://service.purdue.edu/TDClient/32/Purdue/KB/ArticleDet?ID=179.
    
3. Reset Citrix Workspace - If Citrix Workspace is already installed, first try resetting the connection preferences.
   From a PC:
   - Right click the Citrix Workspace icon in the system Tray
   - Select 'Advanced Preferences'
   - Click on 'Reset Citrix Workspace' to clear all settings
   NOTE:  Be sure to use "goremote.itap.purdue.edu" for your account.  Then, login using your Purdue career account login and password.
   
   From a Macintosh, within the Citrix Workspace application:
   - Select 'Citrix Workspace' menu entry
   - Select 'Preferences...'
   - Find the 'Accounts' tab and select the existing account entry (named something like 'Primary GoRemote')
   - Delete the existing account entry by clicking the minus button located at the bottom of the window
   - Quit Citrix Workspace then, re-launch Citrix Workspace and go through the setup process again
   NOTE:  Be sure to use "goremote.itap.purdue.edu" for your account.  Then, , login using your Purdue career account login and password.
    
4. Clear Citrix Profile - If the first two steps did not fix the issue, try clearing your Citrix profile space.
   From a PC:
   - Open 'File Explorer'
   - Click once on 'This PC' (may be called "Your PC", "My PC", etc)
   - Click on the 'Computer' tab located at the top of the window
   - Click on 'Map network drive' - located just below the 'Computer' tab
   - Select folder, using any drive letter: \\nas01.itap.purdue.edu\puhome
   - Check the box 'Connect using different credentials' and click 'Finish'
   NOTE:  When prompted for your career account, be sure to prefix your login with "boilerad\"
   - A new drive will appear that will connect you to the share with your career account home directory.  Open the folder 'pu.data', then 'srprofile'.  You may delete any/all files and folders in this folder.
   
   From a Macintosh, in the Mac OS Finder:
   - Open the 'Go' menu
   - Select 'Connect to Server' located from the bottom of the menu
   - Type into the connection box that pops up:  smb://nas01.itap.purdue.edu/puhome
   - Click the 'Connect' button
   - When prompted for name and password, leave it set to 'Registered User' (selected by default) and enter your career account login and password
   - A new drive will appear that will connect you to the share with your career account home directory.  Open the folder 'pu.data', then 'srprofile'.  You may delete any/all files and folders in this share.
    
5. Clear Application Configuration Files - If the first three steps did not fix the issue, try clearing your Application Configuration Files.  These files would be your career account in the folder:  pu.data\Application Data

There is usually a folder with the application name of the company that makes the application.  You can either rename or delete these folders.

None of the above file locations normally contain data files so, it should be safe to delete any of the above files and folders.

Additional information on software availability on Software Remote may be found at:  What software is available on Software Remote?.

Still need help?  Click the 'Purdue IT Request' button to start a ticket.