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OrthoTrac Cloud crashing in random functions - CAUSED BY CITRIX WORKSPACE v2109 UPDATE

To all OrthoTrac Cloud clients -- 

In the past day or two we have had scattered reports of OrthoTrac Cloud simply closing out of random functions without any visible feedback or errors, on certain computers or for certain users.  As of this morning (10/26/2021) this issue has been traced to a problem with the latest Citrix Workspace update, v2109 (dated September 26, 2021).   Our Cloud team is working to find a permanent solution to this issue, but in the meantime, if you are experiencing the problem, it can be resolved by uninstalling version 2109 and installing an earlier version.

VERIFYING THE VERSION OF WORKSPACE INSTALLED

1.  Right click the Citrix Workspace icon in your system tray at the bottom right near your time/date indicator (highlighted in red below).  If you do not see the Workspace icon in your system tray, click the Show More icon  (highlighted in pink below) to display additional icons. 

prcarter_6-1635259048035.png

2.  Select Advanced Preferences from the pop-up menu that displays:

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3.  The following screen displays, with the version of Workspace shown at the bottom. The part in parentheses is the important number. It must be 2108 or lower.  If it shows 2109 or higher, you will need to proceed with the below steps to uninstall and then install an older version.

prcarter_8-1635259218478.png

UNINSTALLING CITRIX WORKSPACE

1.  Uninstall Citrix Workspace by going to Start, Control Panel, Programs and Features  and selecting "Citrix Workspace" from the list then clicking the "Uninstall" box at the top. 

2.  Allow Workspace to uninstall completely.  

3.  Restart the computer (this step is absolutely necessary to allow the uninstall to remove in-use files). 

Once Workspace has been uninstalled completely, please follow the below steps to download and install a previous version. 

REINSTALLING CITRIX WORKSPACE

1.  Access the following site to download a version of Workspace prior to version 2109:

https://www.citrix.com/downloads/workspace-app/legacy-workspace-app-for-windows/

Again, please DO NOT download and install version 2109 (dated September 29, 2021) or higher.  Please use version 2108 or below ONLY. 

2.  Run the downloaded file. 

3.  Accept the UAC prompt. 

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4.  Click Start. 

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5.  Check the box for "I accept the license agreement" and click Install. 

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6.  The prerequisites will install. 

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7.  The application will install. 

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8.  When the install completes, do not click Add Account; instead, click Finish

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9.  Once the install has completed, please access OT Cloud using the support portal as normal.

https://otcloud.carestreamdental.com/

 

It is strongly recommended that Citrix Workspace be set to NOT notify you about updates to the program. To do so:

DISABLING NOTIFICATIONS OF UPDATES

1.  Right click the Citrix Workspace icon in your system tray at the bottom right near your time/date indicator (highlighted in red below).  If you do not see the Workspace icon in your system tray, click the Show More icon  (highlighted in pink below) to display additional icons. 

prcarter_6-1635259048035.png

2.  Select Advanced Preferences from the pop-up menu that displays:

prcarter_7-1635259131973.png

3.  Click Citrix Workspace Updates:

prcarter_9-1635259471372.png

4.  Set the option to "No, don't notify me", then click the Save button. 

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5.  Click the X in the upper right corner to close the Advanced Preferences window. 

Please do not update Citrix Workspace manually unless you are asked to do so by a member of Support. 

 

As always, please reach out to Support via phone at 866-722-2567 or via email at Support.US@csdental.com  if you have any questions about this process or would like assistance with the steps. 

 

Thank you,

Phil Carter / OrthoTrac Escalations