NOTES:

1. For proper usage of this software, it is suggested that the monitor be set for 800x600 pixels. (Go to Control Panel—Display—Settings tab to check this setting.)
2. The Internet will definitely be slower in the afternoon, due to high traffic, so this will have an impact on the overall speed of the Citrix operation.
3. Verify that you have the latest WinFrame Client loaded, use the update WinFrame client option from the 'cluster.iai.net' website.

STEP 1:

Go to the Internet home page or the current Web Browsers home page. In the Address line, type cluster.iai.net. (Address is not Upper or Lower case sensitive). Appearing should be a Log-On screen or the Citrix home page.

PROBLEMS: System times out after a couple of minutes, and an Error message appears on the screen.

SOLUTIONS: --Internet may be down. Try logging on to either the Yahoo or WebCrawler search engines to see if the Internet is working. This can be done by going to our web browser and clicking on the line that reads Address. In the Address line, you can type either www.yahoo.com or www.webcrawler.com  (which ever you prefer). Then hit Enter. Or you can try any other web address, such as www.infoaccess.net , or www.microsoft.com . Any of these addresses will work to see if the Internet can be accessed.

• Exit out of Internet Explorer, then re-enter it to "tickle" the modem line.
• If using an external modem, check to see if there is a carrier signal (the carrier signal is usually labeled "cd" on the modem). Also, listen for a possible busy signal. If you need to, try powering the modem off and on.
• Retry Dial-Up Networking, if that’s what is being used.

STEP 2:

If the Internet is working properly, and is making a connection, you may get a Log-On screen, which will ask you for a Username and Password (this Log-On screen will appear only once every thirty days, per computer).

PROBLEMS: You enter your Username and Password, and hit Enter. A Log-On box reappears asking you to enter the correct data.

SOLUTIONS: --Make sure that the Username and Password are spelled correctly, as well as the Upper cases and Lower cases are also correct (remember, this Log-On box is case sensitive).

--Make sure that the Backslash, in the Username, is a Backslash. ( \ ).

--Make sure that the correct Username and Password are being used (check with the System Administrator for list of correct names). Also, for Password, make sure the "Cap Lock" is off.

STEP 3:

After successfully Logging in, When so prompted, the Citrix home page should appear. This can easily be identified by having two red rectangles, in the middle of the screen, one reading Primary Log-In, and the other reading Secondary Log-In. To enter, click on either box.

*Note: There is no general rule on which channel you should try to enter first. Which ever channel seems to work best for you is the one recommended. But, one thing to remember, if you enter through one channel, then get kicked out for some reason, then you must re-enter through that same channel.

After clicking on one of the channels, a box should appear, called "Connecting To Cluster_1

PROBLEM: This box, called "Connecting To Cluster_1", has been on the screen for more than thirty seconds. Or, a blank white screen appears, with or without, the InfoAccess.net logo, and no other action seems to be happening, and the system seems to be hung up.

SOLUTION: --Click on the Refresh button, located in the tool bar. It should get to the page we want.

• Click Cancel on the box reading "Connecting To Cluster_1", and retry entering through the other channel.
• If this is the second time entering is being attempted, because you were kicked out for some reason, make sure you are entering through the same channel as you had previously entered.
• If a "WinFrame Connection Error" should occur, then try to log on to the Internet, to see if we really have connection, by typing in a Internet address that is known-working (follow the Solutions, in Step 1, to log onto the Internet).

STEP 4:

After connection to Cluster_1 has been achieved, another Log-On box will appear. 

PROBLEM: You type in the Username and Password, as prompted, hit Enter, and an error message appears saying "The System Could Not Log You On, Please Make Sure Username And Password Are Correct."

SOLUTION: --Make sure that the Username and Password are correct and spelled right . (Remember, this Log- In box is case sensitive ). Also, for Password, make sure the "Cap Lock" is off.

These are some basic trouble shooting steps that should be tried by the user, in case of problems while using the Citrix software. If all these steps have been attempted, and the problem still does not resolve itself, then call InfoAccess.net support and have a call placed for technical assistance.