NOTE: If you have never logged into Citrix/Tessitura before, please see the Tessitura First Time Login article.

General Citrix Troubleshooting Steps:

1. Completely restart the computer and try logging in again.
   
2. Clear all browser cache/history for at least the last 7 days and try logging in again.
   
3. Try logging in using an incognito or private browser.
   
4. Check that you are using the most up-to-date version of Citrix Workspace by following the steps in the Updating Citrix article.
   
5. Review the items in the Tessitura Network's Citrix General Troubleshooting article. Most of these items are for specific issues, but the recommendation at the top (uninstalling and reinstalling Citrix) can help fix stubborn login issues. Please see our Uninstalling Citrix article for more information.
   
6. Try downloading the Citrix Workspace (LTSR) Version.  The Tessitura Network started recommending this version in August of 2024 over the standard Citrix Workspace version for greater stability (particularly if Tessitura isn't opening on your computer).
   

Common Citrix/Tessitura Issues and Solutions:

1. Password Lockout: If you are receiving a message about your password being incorrect.
   
2. Problems Loading Apps in Citrix: If you are able to log into Citrix and click on the Tessitura icon, but it isn't opening.
   
3. Blank Screen After Citrix Login: If you are logging into Citrix and then immediately hitting a blank screen with a single text box in the top left corner. This means you need to reset your password.
   
4. Physical or Mobile Token Issue: Occasionally the 6-digit codes generated by your physical or mobile token can become out of sync. This usually happens after a user replaces their phone or if they generated several codes without a successful login. If this is the case, please submit a support ticket so that the Support Team can attempt a resync. You will need to provide two newly generated 6-digit codes from the token and then refrain from generating another code until the resync has been attempted.
5. Remote Desktop License Issue: If you are seeing a blue window with a message about license issues. 
   
6. Firefox 52 and Citrix: If you are having trouble getting Citrix to work in the Firefox browser