NoW 365 DWaaS - Troubleshoot Citrix Log in Issues

Created On	May 21, 2025

Created On	May 21, 2025

1 Overview
2 Steps
3 Related Articles

Overview

Sometimes you may have issues logging in to NoW365 Remote Desktops. There are a variety of causes, but the following steps should be able to resolve most of them. If you have any problems, feel free to reach out to NIRIX Support.

Steps

Step 1.0 - Refresh Apps

If the Citrix Workspace app has lost authentication, and is a little confused about it, refreshing the app should help out. It is the fastest way to resolve this issue.

Sub-Step #	Instruction	Screenshot

Sub-Step #	Instruction	Screenshot
1.1	Often times, the session will become stale, or lose it’s authentication. You can see in this case, it says Welcome! but doesn’t show the users name. If you click on the monitor to load NoW365, it should authenticate you and just work. If it doesn’t, click the gear on the top right.
1.2	Select Refresh Apps. This will reach out and check the Citrix Store and verify you are logged in refresh your available apps. It may prompt you to sign in again.
1.3	After refreshing, John had to sign in, and now it works!

Step 2.0 - Close and Re-Open Citrix

If refreshing apps didn’t work, you may have to restart the Citrix Workspace application.

You can do this three ways: Sign out of Windows and back in again, restart your computer or just close and reopen Citrix. Restarting the computer may be the slowest option, as it may have to install updates, but is the most reliable. The fastest way is to manually close and reopen Citrix, which is shown below.

Sub-Step #	Instruction	Screenshot

Sub-Step #	Instruction	Screenshot
2.1	Close any Citrix Windows you may have open.
2.2	In the bottom right of your screen, you can click the icon to bring up your clutter bar. Citrix is usually in there. You can drag Citrix out of the clutter bar to the menu bar. If you did that, you might see the Citrix icon already on the bar.
2.3	Right click on the Citrix logo () and select Exit.
2.4	Now you can click the Window button and find Citrix Workspace in the Start Menu. I tend to search for everything, but you can also click All Apps and find it in the list.
2.5	Sign in and give it a try!

Step 3.0 - Reset Citrix

If restarting Citrix didn’t work, you can try resetting it.

If you are getting a connection issue to Citrix in the app (says it cannot connect) you may need to reset the Citrix application. When you do this, you will need the Store URL your companies Citrix Storefront. This will usually be yourcompanyname.now365.cloud. This is the same address you would use if you sign in through the web instead of the Citrix Workspace app.

Sub-Step #	Instruction	Screenshot

Sub-Step #	Instruction	Screenshot
3.1	Close any Citrix Windows you may have open.
3.2	In the bottom right of your screen, you can click the icon to bring up your clutter bar. Citrix is usually in there. You can drag Citrix out of the clutter bar to the menu bar. If you did that, you might see the Citrix icon already on the bar.
3.3	If you already know your Store URL, you can skip on to step 3.5. If you don’t know what your companies web address is, you can sort of find it. Right click on the Citrix logo () and select Advanced Preferences.
3.4	By Citrix Gateway you can see what is currently set up. If you see Default, click that dropdown menu and you will see the URL. in this example it is companyabcdemo.now365.cloud. You can close this window and go to the next step, or click Reset Citrix Workspace and go to step 3.6.
3.5	Right click on the Citrix logo () and select Troubleshooting > Reset App Data.
3.6	Click Yes, reset Citrix Workspace.
3.7	Citrix will be reset. Click OK.
3.8	Enter your Store URL and click Continue. Email address entries are not supported at this time. Once you do this, you will need to sign in as usual, and then you should be able to load your NoW365 Desktop.

Step 4.0 - Restart Your Server

Only restart your server if the other troubleshooting steps have not resolved the problem. Sometimes, a user session is not fully logged out, so the connection sits in limbo until the server is restarted. You can restart the server yourself, or you can call in to NIRIX Support to gracefully restart the server.

Sub-Step #	Instruction	Screenshot

Sub-Step #

Instruction

Screenshot

4.1

If you are getting a “Cannot Start Server” error, or another error, you can try restarting your server. This is a hard power off, and power on, so only do this if the previous steps didn’t resolve the issue. You can also give NIRIX Support a call, and we can look at it prior to rebooting.

Click the down arrow under your remote desktop.

4.2

Click Restart from the options. This will power off your server, then start it back up. It will take a couple minutes before the server is running fully again. It should automatically attempt to sign you back in once the server is up.

4.3

The changes documented above are specific to the NIRIX Shared Hosting Environment only.