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Canine II

Cannot connect to the Citrix XenApp Server.Protocol Driver error

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It's Monday morning. We are getting this error on all computers, including the ones that are remote. The internet works. And the help lines are closed. 

Unable to launch your application. Contact your help desk with the following information:

Cannot connect to the Citrix XenApp server.Protocol Driver error

Anyone have an idea how to fix this? We have a full load of patients today.

Thanks,

Dea Zufelt

Anzilotti Orthodontics

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Re: Cannot connect to the Citrix XenApp Server.Protocol Driver error

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Good morning Dea ( @deaz ),

I have tested with the Support user for your practice and been able to reproduce the issue.  I am sending a call to the Cloud team right now to have them reach out. 

For future reference, when it comes to urgent issues like this it is best if you contact us via email at Support.US@csdental.com  , as this page is only checked every couple of hours.

Regards,

Phil Carter / OrthoTrac Escalations

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Re: Cannot connect to the Citrix XenApp Server.Protocol Driver error

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Good morning Dea ( @deaz ),

I have tested with the Support user for your practice and been able to reproduce the issue.  I am sending a call to the Cloud team right now to have them reach out. 

For future reference, when it comes to urgent issues like this it is best if you contact us via email at Support.US@csdental.com  , as this page is only checked every couple of hours.

Regards,

Phil Carter / OrthoTrac Escalations

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Re: Cannot connect to the Citrix XenApp Server.Protocol Driver error

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Good morning Dea ( @deaz ), 

Our team attempted to reach you at the Middletown and Wilmington numbers and both go directly to VM.  Is there an alternate number to reach you?  

Regards,

Phil Carter / OrthoTrac Escalations

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Canine II

Re: Cannot connect to the Citrix XenApp Server.Protocol Driver error

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Phil,

Thanks for the reply and i will make note of the support email address. We are back up and running. Thanks for your help.

Dea

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Canine II

Re: Cannot connect to the Citrix XenApp Server.Protocol Driver error

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I had left my cell phone number with the support rep I spoke with. I was able to contact someone in the office and let them know the computers were back up and running.

Thanks,

Dea

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