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Deskscaler Network Troubleshooting Guide

Please folow the following guide if you are having freezing or performance issues with Deskscaler

  • Try a different web browser
  • Try a different PC to make sure that it is not a problem with your current PC. 
  • If you are connecting over wireless try plugging into your router with a network cable and disable the wireless card on your computer
  • Ensure the link is correct that you are typing into the web browser and other pages are currently loading for you. If the link is correct and you are receiving a 404 error try clearing your browser cache. 

To clear your browser cache in Internet Explorer follow these steps:

  1. Open Internet Explorer.
  2. IE 8: From the Tools menu choose Internet Options.
  3. IE 9 or later: In the upper right corner, click the small gear icon (to the right of the star icon) and choose Internet Options
  4. On the General tab, under Browsing history, click Delete.
  5. Uncheck the Preserve Favorites website data box.
  6. Check the Temporary Internet files, Cookies, and History boxes.
  7. The Form data, Passwords, and inPrivate Filtering data boxes may be left un-checked. You can check them to delete this data if you so choose.
  8. Click Delete.
  9. When finished, click OK to return to your Internet Explorer window.
  10. Close the Internet Explorer window and reopen.

 

 

To clear your browser cache in Chrome follow these steps:

  1. In the top-right corner of Chrome, click the Chrome menu .
  2. Select More tools > Clear browsing data.
  3. In the dialog that appears, select the checkboxes for the types of information that you want to remove.
  4. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.
  5. Click Clear browsing data.

 

  • If you are unable to reach the website try pinging google and deskscaler from a command prompt windows. 

To ping google or Deskscaler follow these steps:

  1. This can be done by clicking START on the bottom left side of the screen if running windows 7 or by hovering the mouse over the right side of the screen if using windows 8. Click in the search bar and type CMD and press enter. 
  2. Once in a command prompt window type in ping au.deskscaler.com 
  3. Repeat the abobe command with the google DNS servers by typing in ping 8.8.8.8
  4. As a guide, a response time on a good internet connection should be approx. 'time=30ms'. If you are getting a request timed out you may have internet connectivity issues. If the response times are fluctuating or are consistently above 50ms then there may be an issue with your internet connection or there may be too much load of the connection. If it is a home connection please disconnect any other internet connected devices and try again. Also disable any syncing  or downloading applications on your computer such as Dropbox, Google Drive, uTorrent, Music Streaming or Youtube.

 

  • If you are unable to determine the problem from above try reaching the web address au.deskscaler.com from a 3g or 4g service such a your mobile phone. If you can reach it from your mobile than it could be an indication that the network you are using for computer is currently down or not receiving network connectivity.
  • If you are not receiving an internet connection at all and you cannot browse the internet. Ensure there are no loose cables on the PC.
  • Try uninstalling and reinstalling the citrix receiver.

To reinstall the Citrix receiver please follow these steps:

  1. Open Control Panel > Programs and Features or Add remove programs Do one of the following: If "Citrix Receiver Updater" is installed, select it and click uninstall. Select Yes.
  2. To reinstall the citrix receiver download and install the citrix receiver from the following location http://www.citrix.com/go/receiver.html 

 

  • If you are still unable to login it could be due to antivirus software blocking the connection. Access your antivirus application and disable and attempt to login.
  • If you are receiving a pop when trying to launch the hosted desktop environment asking you “how you want to open this type of file” you need to download the citrix receiver. Please download and install the citrix receiver from http://www.citrix.com/go/receiver.html