Citrix Issues

Kimberly Ancel

Just wondering if anyone recently has difficulties accessing the database view. We have 3 team members who keep getting errors. RE Error.jpg I have spent several days on Chat trying to find a solution. So far Blackbaud support hasn't been able to resolve the issue. Any help appreciated.

Kevin Lungay

Have you tried terminating their current session? Click on the Database "Pancake Stack" icon, go down to Database Options and see if there's a session currently running. If yes, click on Terminate Session.

JoAnn Strommen

Just got one of our staff on who couldn't get her login to work. This was for Citrix hosting RE. BB site is different process. As I'm off-site now, another staff member worked with her. I made sure as admin that account was unlocked from the Citrix admin - opened her account and clicked unlock and the checkbox that she would need to change password on next login. Then we also reset password - right click on name (for whatever reason it's not part of fields when account is open) and I entered a password for her to use to get in. After quite some time, we got it resolved.

roger berg

Has it been a while since they tried accessing the database? One of our team had only been using Web view (NXT) for quite some time and was unable to login to the database last week. When I went to the security settings in Citrix their user account was gone. So, apparently after a period of inactivity (180 days) Citrix accounts are deleted and you have to create new ones. It's a security feature so you may want to remind users to go ahead and log in to the database each month or every other month to keep their Citrix account open. See KnowledgebaseArticle46822

Amelia Ketzle

This may not be related, but I think it is Citrix-related. I normally have no problem opening multiple sessions of database view and doing various things in them, but yesterday and today, when I attempt to do that, nothing happens. The Citrix file is generated, but when I click on it, db view doesn't open. Just thought I'd throw that out there as possibly related. I am not getting any error messages with this.

JoAnn Strommen

I just started opening multiple sessions a couple of months ago. (Handy and needed at times when processing NetC to look up fund records.) Have had no issues. We're in transition right now to Azure hosting so am hoping I will still be able to do after this change.


Did you by any chance make that change this week? Maybe a reason, if so.

Stacy Evans

Have you updated Citrix?

Kim Feniuk

We are experiencing the same behaviour here. I have discovered terminating the session from Database options under the hamburger menu is the only resolution.

Troy Ruda

We are having similar issues as above. When the user terminates their session, it says that it's disconnected but it still says the user is logged in when trying to open DB View.

Sarita Markande

Even I have been facing this issue. Were any of you able to find a resolution?

Barbara Hutson

I have only had problems when I did not do the Citrix update. If you see the Citrix Update available - always click Yes - and do it immediately.


Barb Hutson