How do I troubleshoot Virtual Lab?

I cannot connect to Virtual Lab.

I had unsaved data on my virtual application session when I lost connection. How do I retrieve it?

I logged off the website and my application closed.

I closed out my virtual application and opened it back up, but the data I saved to “Documents” is gone.

 I can’t access my files or save to my local drive while using Virtual Lab.  How do I change the access granted for my local drives?

How do I access my files using a file path in programs such as R, SAS, SPSS, M Plus, etc?

I closed out my virtual application. Can I reconnect to the same session?

I cannot print to my USB-connected printer.

My CCI print job is not appearing in my print queue.

I am having difficulty connecting my USB device.

 How do I close an unresponsive program in Virtual Lab?

My session freezes whenever I try to open multiple applications at the same time.

 

 

 

 

 

I cannot connect to Virtual Lab.

If you have logged into Virtual Lab before and used the virtual applications but cannot do so now, please check the following:

Is there a firewall blocking your internet connection? You can customize your firewall security settings under the Control Panel on the right-hand side of your Start Menu.

If you are using Internet Explorer as your web browser, is your ActiveX Control enabled?

  • From the Tools menu, select Internet Options.
  • Select the Security tab.
  • Click on Internet as the zone to change.
  • Click on Custom Level, and then the Security Settings box will appear.
  • Scroll down to options below Internet ActiveX Controls and Plugins and enable the following: “Run ActiveX Controls and Plugins” and “Script ActiveX controls Marked Safe for Scripting”
  • Hit OK to save the settings.
  • Hit OK to close the Internet Options box.
  • Restart Internet Explorer.

Try a different web browser.

If you are on campus, please make sure that you are not connected to UNC-Guest.  Campus wireless users must be connected to either eduroam or UNC-PSK in order to connect to Virtual Lab.  Click here for assistance with configuring your machine for the UNC network.

Reboot your home computer and try again.

If you are attempting to connect from a Mac, we recommend that users update to Receiver 11.9 to connect to Virtual Lab. Users of the Mac online-plug in (11.2) will likely receive a certificate error when trying to launch an application. Users of earlier versions of the Receiver should be able to connect and work with applications, but updating is recommended.

To update, please download and install the latest version of the Receiver here:
https://www.citrix.com/downloads/citrix-receiver/mac/receiver-for-mac-11-9.html

If you are still having difficulties, click here for help.

 

I had unsaved data on my virtual application session when I lost connection. How do I retrieve it?

There is a way to restart your previous session. If you reconnect your application within 15 minutes of the time you lost connection (this does not include manually exiting your application session) you will be reconnected to your previous session. Otherwise, all data is lost.

 

 

I logged off the website and my application closed.

If you manually log off the Virtual Lab website, then your session will be disconnected. However, if you did this by accident, you should be able to log back into Virtual Lab, click on the program you had opened and it should reconnect you to that same session without causing you to lose unsaved work. Disconnected sessions stay on the server for 15 minutes, so you would need to reconnect within that time or a new session would be created and any unsaved work in the previous session would be lost.

 

I closed out my virtual application and opened it back up, but the data I saved to “Documents” is gone.

There are different “Documents” folders: home and application specific. Make sure that when accessing and saving data, you are accessing the “Documents” folder from your home desktop. Click data storage for more information. Any data that is written into the “Documents” folder that resides on your virtual application will be lost when your virtual application has been closed for over 15 minutes.

 

 I can’t access my files or save to my local drive while using Virtual Lab.  How do I change the access granted for my local drives?

For Windows users, whenever you start a program via Virtual Lab, the Citrix Receiver icon (a black icon with white arcs on it like a wifi signal) will come up in your toolbar at the bottom right near the time. Right click that icon and choose “About”. Then click the “Advanced” tab to access the menu. Click “Connection Center”. When the “Connection Center” comes up, your current session should already be highlighted. On the right, under “Session Security”, you can see all of the security settings for Citrix accessing your computer. The first one is called “Files”. Change this to full access. This should allow you to access and save your files.

Click here to see screenshots of this process for Windows users.

For Mac users, you will need to change the settings and restart the program for the changes to take effect.  To change these settings, click “Preferences” in the Citrix Viewer toolbar.  Under the “Devices” tab, changes access to “Read and write”.  When you restart the program, these changes will take effect.

Click here to see screenshots of this process for Mac users.

Your files will be generally be located in the “Computer->Local Disk (C: on yourcomputername)” drive.  That location would take you to the root of your drive and then you will generally need to browse to your User folder (Users\username) to access your Documents or Desktop folders.  The built-in Windows library links (“Documents”, “Desktop”, “Music”, etc) will not point to folders on your computer and so you need to manually browse to the appropriate location.

 

How do I access my files using a file path in programs such as R, SAS, SPSS, M Plus, etc?

This problem occurs because when using Virtual Lab, the program defaults to the harddrive on our servers.  However, you should be able to correct this by using the following format:  “//Client/C$/User/…”.  “//Client/” tells it to go to the client’s (your) computer.  From there, you can use the file path associated with your personal computer.

 

I closed out my virtual application. Can I reconnect to the same session?

If you exited your virtual application and did not properly save your data, your data will be lost and you cannot reconnect to that session. Session information has been deleted off your home desktop, making the session available for another user. However, if you lose your connection because of connectivity issues, you have a 15-minute window of time to reconnect before your session is deleted and all data is lost.

 

I cannot print to my USB-connected printer.

Most generic print drivers are compatible with Virtual Lab. However, if you are having difficulties with getting your page to print correctly, your current print driver may not be updated to the current version. Close out your virtual application and download a new driver from your home desktop. You will need to check with your printer’s manufacturer for information on how to download and install a new driver. If you are still having problems, try printing to a different printer or use ITS Labs One Card Printing (CCI).

 

My CCI print job is not appearing in my print queue.

Your print job only stays in the CCI Print Queue for 1 hour before it is automatically deleted. If you received confirmation that your job was processed and you checked your CCI Print Queue in the allotted time period, try sending your job again. Make sure that you are typing the Onyen that you are submitting the job to correctly in the Pharos pop-up box. If the Onyen is misspelled, the job will be lost. If you are still having difficulties, click here.

 

I am having difficulty connecting my USB device.

The only USB devices available for connecting to your Virtual Lab session are flash drives and printers. Other USB devices are NOT supported by ITS Labs at this time. Flash drives will be displayed in your virtual application Computer folder as a Removable Disk under Other. USB and network printers will be accessible in the printer list in your Print Settings.

 

 How do I close an unresponsive program in Virtual Lab?

Below are instructions on disconnecting a software application that is not responding on your Citrix connection.

  • Right click on your Citrix Receiver Icon.
  • Click on About.
  • Click on Advanced.
  • Click on Connection Center.
  • Click on the Remote Application Software to Close.
  • Click on Logoff.
    • You will be logged off of the server and the application will be removed from the Applications list. Close out the window.
    • All the other applications will still be running and you can restart the application that was terminated.

 

My session freezes whenever I try to open multiple applications at the same time.

While you can use multiple Virtual Lab applications at the same time, we recommend opening the applications one at a time.  Wait for one application to load and open before trying to open another application.