Best Practices for Citrix and Terminal Server

Best Practices for Citrix and Terminal Server
Best Practices for Citrix and
Terminal Server
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Revision
A
Date
February 2014
Comment
Updated
Table of Contents
1. Overview ........................................................................................................................................ 1
2. Installation ..................................................................................................................................... 2
2.1 Installing Working Papers on Citrix and Terminal Server .......................................................... 2
2.2 Requirements ............................................................................................................................ 2
2.3 Silent Installation ....................................................................................................................... 3
3. Citrix and Terminal Server Post-Installation Configuration ..................................................... 4
3.1 Peformance Considerations ...................................................................................................... 4
4. Best Practices ............................................................................................................................... 5
4.1 Working Papers Best Practices ................................................................................................. 5
4.2 Live Update ............................................................................................................................... 5
4.3 User List Pane ........................................................................................................................... 5
4.4 History Settings ......................................................................................................................... 6
4.5 Background Pagination ............................................................................................................. 6
4.6 Auto-Compare ........................................................................................................................... 6
4.7 CaseView Best Practices .......................................................................................................... 6
4.8 Data Store Best Practices ......................................................................................................... 6
4.9 Anti-Virus Software Best Practices ............................................................................................ 7
4.10 Citrix and Terminal Server Best Practices............................................................................... 7
5. SmartSync on Citrix and Terminal Server .................................................................................. 9
5.1 Remote Staff and Citrix ............................................................................................................. 9
5.2 Large Engagements .................................................................................................................. 9
5.3 SmartSync Path Customization on a Citrix Farm ...................................................................... 9
6. Citrix Troubleshooting................................................................................................................ 11
6.1 Issue: Working Papers and the SMB2 Network Protocol ........................................................ 11
6.2 Issue: Customizing menus ...................................................................................................... 11
6.3 Issue: Sync copy unable to connect to parent ........................................................................ 11
6.4 Issue: Crashing when opening WP in Citrix ............................................................................ 11
6.5 Issue: Working Papers fails to start properly ........................................................................... 12
6.6 Issue: Faulting application cvwin32 ......................................................................................... 12
6.7 Issue: Problem when Signing out a file ................................................................................... 12
6.8 Issue: Remote connection slowness ....................................................................................... 12
6.9 Issue: Sign out creates files in local machine and server in Citrix .......................................... 12
6.10 Issue: Central Data Store Errors on a Citrix or Terminal Server ........................................... 13
6.11 Issue: Maxed out Processors on Server - Slow Performance .............................................. 13
6.12 Issue: CaseView Document Does Not Print .......................................................................... 13
6.13 Issue: Error 50 ....................................................................................................................... 13
6.14 Issue: CWIN32.exe Error ...................................................................................................... 14
6.15 Issue: Working Papers Freezes While Creating a New File ................................................. 14
6.16 Issue: Multiple Sync Copies When User Reconnects ........................................................... 14
6.17 Issue: CaseWare Shortcuts Not Working in Terminal Server ............................................... 14
7. Getting Technical Support ......................................................................................................... 15
Best Practices for Citrix and Terminal Server
1. Overview
This document is a best practice guide for installing CaseWare products on a Citrix or Terminal Server
environment. The document applies to installations on a standalone Citrix/Terminal server and to Citrix
server farms.
Some of the resources in this document link to Internet resources hosted by CaseWare. You will require
an active connection to the Internet to view these resources. If you are unable to find the information you
require for certain steps in this document, you will also find information on every aspect of our products
using the built-in online help systems. Alternatively, more information can be obtained by contacting our
support team at support@caseware.com.
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Best Practices for Citrix and Terminal Server
2. Installation
Installing CaseWare products on a Citrix/Terminal Server environment involves three basic steps:
1.
Install the CaseWare products to the Citrix/Terminal server.
2.
Perform post-installation configuration activities as detailed in this guide.
3.
Publish the applications to the various Citrix client sessions (Citrix only).
There are three optional steps that can be performed to enhance user management and security:
1.
Use roaming profiles to manage users accessing multiple Citrix servers or a Citrix farm. More
information on roaming profiles can be obtained from Microsoft at
http://technet.microsoft.com/en-us/library/jj649079.aspx.
2.
Install the Data Store Administration Tool and create a new Data Store. See more...
3.
Set up Working Papers Protection if you require it in your environment.
Once these steps have been completed, users should have access to all of the applications. If any issues
persist, you can consult the troubleshooting section of this document or refer to the Getting Technical
Support section.
2.1 Installing Working Papers on Citrix and Terminal Server
1.
Access the Citrix server using remote desktop for all operations listed below. Avoid using the
local console to install CaseWare applications.
2.
Ensure that all previous versions of Working Papers are uninstalled using the Control Panel.
3.
Ensure that all previous versions of Working Papers are removed from the file system. Data files
in the /data folder can be retained, but all other Working Papers program files must be deleted.
4.
Use the Citrix Delivery Services Console/App Center to ensure that all previously published
Working Papers installations on Citrix Web Access are deleted.
5.
Reboot the server when all of the steps above are completed.
6.
Install Working Papers using the Install Application on Remote Desktop function in Control Panel
under Programs on Windows 2008. For Windows 2003, click the Add New Programs button
and then click the CD or Floppy button and browse to the installation files.
7.
After the installation is completed, publish it in the Citrix Delivery Services Console/App Center.
More information on publishing applications in a Citrix environment can be found on the Citrix
web site at http://support.citrix.com/proddocs/topic/xenapp65-publishing/ps-pub-pawiz-task.html.
If your Citrix server is running a different version than described the article then you will need to
search the Citrix site for more information.
Note: Citrix publishing requires you to specify an executable and a working directory. The
executable used to launch Working Papers is called CWin32.exe. This file is located in the
CaseWare root installation folder and should be referenced by the Command line field. The
Working directory field should be set to the CaseWare root installation folder.
2.2 Requirements
For the system requirements of the latest version of Working Papers see link below.
http://documentation.caseware.com/latest/WorkingPapers/en/cwin32.htm#Getting_Started/Introducing_C
aseWare_Working_Papers.htm
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Best Practices for Citrix and Terminal Server
2.3 Silent Installation
Click the link below if you would like information on performing silent (unattended) installations of
CaseWare products. Silent installations cannot be performed with electronic licensing copies.
http://www.caseware.com/support/caseknowledge/silent-installation-instructions-edelivery
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Best Practices for Citrix and Terminal Server
3. Citrix and Terminal Server Post-Installation
Configuration
This section offers some guidance for running CaseWare Working Papers with the Data Store in a
Citrix/Terminal Server environment. It provides best practices for optimizing these environments to
provide maximum performance for Working Papers and its data store.
3.1 Peformance Considerations
The performance of Working Papers in a Citrix or Terminal Server environment can be affected by two
main factors:
•
CPU usage
•
Network bandwidth
If you are experiencing any performance issues then begin your troubleshooting by verifying that you
have allocated adequate resources in these areas.
The following two recommendations apply to the storage of Working Papers files in your Citrix
environment.
•
Never store Working Papers files on the local drive (tsclient) of the PC accessing the Citrix
environment.
•
In order to ensure your Working Papers files are available to clients who are not using a Citrix
session, store your files on an area of your network that can be accessed under Windows as a
mapped drive.
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Best Practices for Citrix and Terminal Server
4. Best Practices
This section details various settings for Working Papers products that can be modified to improve
performance on a Citrix or Terminal server.
4.1 Working Papers Best Practices
The following settings can be adjusted to improve performance.
4.2 Live Update
Live Update is a mechanism whereby changes made in an engagement file are immediately distributed to
all other users in the same engagement. Any open windows that have their content modified by any user
are immediately refreshed. However, this comes at a cost, consuming network bandwidth and CPU
processing.
Live Update should be disabled in this type of environment. The best way to ensure that it is always
turned off is to add a line in the CV.VER file that Working Papers reads for configuration information when
it is starting. To disable Live Update:
1.
Open a simple text editor such as Notepad.
2.
Open the CV.VER file in the text editor. This file is located in the root installation folder for your
copy of Working Papers.
3.
Add the line liveupdate=0 to the bottom of the file.
4.
Save and close the CV.VER file. if you are using Notepad, ensure that the Save as type field is
set to All Files (*.*) so that you aren't renaming CV.VER as a text file.
Do not use the setting found in Tools | Options | Advanced | Networking to disable Live Update as this
settings only affects the active file. Modifying the CV.VER file disables Live Update for all documents.
4.3 User List Pane
The User List pane can cause an increase in network traffic when it is enabled and therefore it should be
disabled in these environments unless it is an essential tool in your processes. This is a per user setting
and should be modified for each user. To disable the User List pane:
1.
Open the Start Menu in Windows and either:
• Select Run...
• Select the Search programs and Files field
2.
Type regedit.exe and press Enter.
3.
In the Registry Editor that opens, find the key HKEY_CURRENT_USER\Software\CaseWare
International\Working Papers\2010.00\Settings\UserListWindow.
4.
Double-click the key to open it and change the value from 1 to 0.
5.
Select File | Exit to exit the Registry Editor.
6.
This registry setting will be applied the next time that you open Working Papers.
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Best Practices for Citrix and Terminal Server
4.4 History Settings
History and Auto-Compare options can affect the performance of networked Working Papers
environments. The history settings are applied on a per file basis in Working Papers, so you will need to
apply these best practices to each engagement file. The following best practices apply to the options
found in the Engagements | History menu.
1.
In the Engagement History dialog, click the Auto-Compare tab.
2.
Ensure that the check box for Automatically Compare Documents is not selected. It should
not be selected by default.
3.
Click the Settings tab and clear the check boxes for any items that do not require history
tracking in your environment. The fewer items that you track history events for, the less network
bandwidth required to track them.
4.5 Background Pagination
Background pagination can require increased bandwidth on the network. To disable background
pagination:
1.
Open a simple text editor such as Notepad.
2.
Open the CV.VER file in the text editor. This file is located in the root installation folder for your
copy of Working Papers.
3.
Add the line 'BackgroundPagination=0' to the bottom of the file.
4.
Save and close the CV.VER file. If you are using Notepad, ensure that the Save as type field is
set to All Files (*.*) so that you aren't renaming CV.VER as a text file.
4.6 Auto-Compare
Auto-Compare can be used to compare documents for changes based on various different stages of
document preparation. However, in a Citrix/Terminal Server environment this feature can be bandwidth
and CPU intensive. Generally, this feature should remain disabled on Citrix/Terminal Server environments
and enabled only when needed.
To disable Auto-Compare:
1.
Select Engagement | History.
2.
Select the Auto-Compare tab and ensure that the drop-down menu displays None.
4.7 CaseView Best Practices
The CaseView Autosave option requires increased network traffic and therefore should be disabled if
possible in these environments.
1.
In CaseView, select the Autosave tab in Tools | Options.
2.
Clear the check box next to Enable Autosave and click OK.
4.8 Data Store Best Practices
The best practices in this section all relate to the setup and configuration of the Working Papers Data
Store.
•
The Data Store should be set up using the Data Store Administration Tool for optimal
performance.
•
In the Settings tab of the Data Store Administration Tool, ensure that the Synchronization field is
set to Only on program startup.
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Best Practices for Citrix and Terminal Server
•
The Track Engagement field, also in the Settings tab, controls how files are tracked by the Data
Store. For these environments, either Track But Do Not Share with Firm or Disable Tracking
should be selected in this field. The Track and Share with Firm setting should not be used
unless you are using CaseWare Tracker and have a requirement to monitor the files other users
are working on as this feature requires increased network bandwidth.
Note: Working Papers will frequently ping the Data Store to check its connection status. If one
ping fails, the program will stop pinging and the Data Store status icon will remain as a red cross
(offline) until you manually reconnect or restart the program.
•
The ping frequency can be set in the CV.VER file like the Live Update setting described above.
The StorePingFrequency value controls the amount of time (in seconds) that Working Papers
waits between checks to see if the Data Store is online. Frequent pinging can reduce the
responsiveness of the Data Store and it only updates the Data Store status icon in the user
interface. The default value is 120 (seconds) but this can be increased to 500 or more for these
environments.
4.9 Anti-Virus Software Best Practices
Anti-Virus software can cause issues with Working Papers Data Store functionality by locking required
files as it scans them. The suggestions below address the issue.
•
If your virus scanner can exclude files by their extensions then all Working Papers files should
be excluded. The following extensions are associated with Working Papers and can be excluded
from virus scans: *.dbf, *.cdx, *.fpt, *.cvw, *.ac, and *.ac_.
•
If your virus scanner can exclude applications, exclude the following executable files in the
Working Papers root installation folder:s CWIN32.EXE, CVWIN32.EXE.
4.10 Citrix and Terminal Server Best Practices
This section offers some tuning advice specifically geared to Citrix/Terminal Server environments.
Shadow Registry
Many Working Papers program settings are stored in the Windows registry branch
HKEY_CURRENT_USER. The Citrix/Terminal Server registry branch HKEY_USERS must be populated
with these same settings for each user. The easiest way to do this is to use the Citrix/Terminal Server
"Shadow Registry".
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal
Server\Install
Keys residing in the branch listed above are copied to each user’s tree, providing they have a more
recent timestamp than the same HKEY_USERS user keys.
Citrix and Terminal Server have an “Install Mode” where any application writing registry entries to
HKEY_CURRENT_USER are captured automatically in the Shadow Registry. This is the mode that must
be enabled before setting desired default Working Papers options. Use the Install Application on Remote
Desktop function in Control Panel under Programs on Windows 2008 or under Add New Programs in
Windows 2003 to install CaseWare products. Installations using this method automatically enable “Install
Mode” when the installation begins and then deactivate it when the installation completes.
The following commands can be run from a Command Prompt to manually change the session mode:
CHANGE USER /INSTALL
In this mode, any programs writing to the registry will now have their keys automatically mirrored to the
Shadow Registry.
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Best Practices for Citrix and Terminal Server
CHANGE USER /EXECUTE
This command places the server session into Execute Mode, the default mode that applications are run
in. If you want all CaseWare defaults to be populated to new profiles then follow the steps below to
populate the Citrix or Terminal Server Shadow Registry with default Working Papers settings:
1.
Log onto the Citrix/Terminal server and open a command prompt.
2.
Switch to Install mode with the command: CHANGE USER/INSTALL.
3.
Run Working Papers and set desired program defaults.
4.
Exit Working Papers and revert to Execute Mode with the command: CHANGE
USER/EXECUTE.
At this point, check the Shadow Registry to ensure the appropriate Working Papers registry keys are
present. As long as they are, any subsequent users logging into the Citrix/Terminal server should have
settings automatically pushed to their registry branches.
Open File Limits and Error 1570
In Citrix, there is a limit to the number of files the Citrix client can have open on the local computer
consecutively. The default limit is too low and is being reached before the entire client file is open. Citrix is
limited in the number of consecutive files it can access at once. Working Papers client files have well over
a hundred files inside which require consecutive access.
Error 1570 indicates that insufficient system resources exist to complete the requested service. Working
Papers is unable to open local files through a Citrix Connection and is displaying this error midway
through opening the file. This issue can also affect Sign In/Out and Check In/Out operations in Working
Papers.
For Citrix version 9 or below:
1.
On the client device, browse to the Program Files\Citrix\ICA Client folder and locate the
Module.ini file. Open the .ini file in a text editor such as notepad and add the following
command to the [ClientDrive] section:
2.
MaxOpenContext=1024
3.
Save and close the file. Any active connections to the Citrix server will need to be closed and
reestablished to adopt these new settings.
It may be necessary to adjust registry settings on the client workstation as well.
1.
On the workstation (with administrative rights) click Start | Run, type in Regedit | OK.
2.
Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA
Client\Engine\Configuration\Advanced\Canonicalization\ClientDrive.
3.
Create a new string value called MaxOpenContext. Set the value to 1024.
4.
Browse to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA
Client\Engine\Configuration\Advanced\Modules\ClientDrive.
5.
Create a new string value called MaxOpenContext. Set the value to 1024.
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Best Practices for Citrix and Terminal Server
5. SmartSync on Citrix and Terminal Server
Smartync enables Working Papers users in a Citrix or Terminal Server environment to utilize far fewer
network resources when they are sharing engagement files. SmartSync also enables remote or
disconnected users to work on their own local copy of an engagement file, synchronizing their changes to
the parent file when connected to the office network.
There are two typical use case scenarios for SmartSync within a Citrix/Terminal Server installation:
•
Remote workers who do not have access to the server while offsite.
•
Large engagements shared by multiple users where performance is unacceptably slow.
5.1 Remote Staff and Citrix
Companies will often have remote teams of staff who work on an engagement file at a client site. These
staff can benefit from using SmartSync to stay updated with each other’s changes and work more
effectively as a team in the field.
5.2 Large Engagements
When multiple users share an engagement from a centralized network location you will notice that the
performance of Working Papers is reduced. On large engagements the performance reduction can be
substantial. This occurs because Windows disables its network caching as soon as two or more people
share a file for reading and writing which significantly increases the amount of traffic Working Papers
sends across the network and slows its performance.
Should you find yourself in this situation, SmartSync can be used to create separate SmartSync children
on the network storage. This ensures that each user has a single user copy of the engagement file,
allowing Windows network caching to remain active.
5.3 SmartSync Path Customization on a Citrix Farm
This section assumes Working Papers SmartSync will be published on multiple servers in a Citrix Farm. A
Best Practice for implementing an environment on multiple servers in a Citrix Farm is to use a fast
network share available to all servers in the farm to host all SmartSync copies for all Citrix users. This
ensures users are creating, deleting, and using SmartSync copies from the same location regardless of
the server they are currently assigned. Each user should be assigned a unique path on the network
share.
Paths in Working Papers always resolve to a UNC entry such as \\FileServer\path\ rather that a locally
specified path like C:\path\. There are two paths in a SmartSync environment that must be set correctly in
order to store engagement files in the appropriate folder. The Client File Path should be set to the folder
containing the Sync Top-Level Parent file that all SmartSync copies are made from. The SmartSync Path
should be set to the folder where SmartSync file copies will be stored for each user. This could be a
different network share for each user and could be a local path on a laptop for users who are not using a
Citrix session.
After a network share is in place, create a script to designate the appropriate default SmartSync Path for
each user during log in. The following script illustrates how user login can be automated in a Citrix
environment:
SET SyncPath = \\File_Server\path\to\sync_copy_folder_root\
IF NOT EXIST %SyncPath%%UserName% MD %SyncPath%%UserName%
REG ADD “HKCU\Software\CaseWare International\Working Papers\2010.00\Settings” /v
SyncPath /t REG_SZ /d %SyncPath%%UserName% /f
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In the example above, File_Server\path\to\sync_copy_folder_root\, is the path to your SmartSync
network store. Add these lines to the script file usrlogon.cmd in Windows under C:\WINDOWS\System32
to set the path when users log on. The script ensures a new folder is created if one does not exist for the
specified user.
To test that your login script performs as expected, launch a copy of Working Papers SmartSync through
a Citrix session and ensure the correct SmartSync Path is set under Tools | Options | Default Paths.
Note: If some of your users work offsite with a copy of Working Papers on a laptop or similar device
rather than Citrix, their SmartSync Path can be set up slightly differently. Their SmartSync path can point
to the local drive on their laptop rather than a network share. This will enable offline use of SmartSync
copies of engagement files that can be synchronized when the user returns to the office or connects by
VPN. If these laptops are accessing Working Papers through a Citrix session, then the sync copies
should not be stored on the local drive.
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6. Citrix Troubleshooting
This section contains a list of issues that have been observed with Working Papers in Citrix environments.
Each issue also provides a resolution that can be implemented.
6.1 Issue: Working Papers and the SMB2 Network Protocol
The SMB2 network protocol from Microsoft has been known to cause file corruption with some
applications, including Working Papers.
Resolution
Consult our CaseKnowledge system for the latest information on this issue by clicking here:
http://www.caseware.com/support/caseknowledge/kb-271.
6.2 Issue: Customizing menus
We have installed Working Papers and CaseView on a Citrix server at a client and have tried to remove
access to the export to RTF in CaseView through the Tools, Customize menu. As everyone accesses
Working Papers and CaseView from the same server, I would have thought that disabling the export on
the server would have disabled it for all 50 users, but it has only removed access for the 1 terminal that
we disabled it on. Do I assume that we have to remove access on all 50 terminals?
Resolution
This is a user setting, not an application setting. Menu setting are saved to the following registry key:
HKEY_CURRENT_USER\Software\ CaseWare International\Working Papers\2014.00\
CaseView\Custom Menus
Once you set up the menu on one profile, you will need to copy this key to each profile on that local
machine.
6.3 Issue: Sync copy unable to connect to parent
If you receive the following error message:
A network resource may be unavailable, or the parent file may have been moved.
the Citrix system may be locking the file.
Resolution
You may need to request a new profile.
6.4 Issue: Crashing when opening WP in Citrix
An install issue with MSXML4.DLL (error: "class not registered") may cause Working Papers to crash
after opening a file.
Resolution
Reinstall MSXML4 by first deleting the msxml4.dll and msxml4r.dll from your system32 folder (on the citrix
machine and in the local user's work area). Then run the update at:
http://www.microsoft.com/downloads/details.aspx?FamilyId=46A30073-C3DF-473B-99E466380A5CC117&displaylang=en
After this, check the version in the system32 folder. The msxml4.dll should be version 4.20.9849.0 or
higher. Right-click the file and select Properties to see the version information.
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If all else fails, see if something is blocking the usage of MSXML4.DLL on the Citrix machine (e.g. antivirus software or some other settings).
6.5 Issue: Working Papers fails to start properly
Resolution
An invalid registry key has been set during custom installation. Contact CaseWare support to reset the
CaseWare HKEY_CURRENT_USER registry branch.
6.6 Issue: Faulting application cvwin32
If you are receiving multiple instances of the error event, Faulting application cvwin32.exe faulting module
cv32.dll fault address 0x000b9684, try the following.
Resolution
Delete the registry key HKEY_CURRENT_USER\Software\CaseWare International\{Working Papers
version}\CaseView\Startup and its contents to see if the problem goes away.
Note: A user may have to do this as an administrator so that the settings are propagated to all users. The
{Working Papers version} section in the path above should be replaced with your version of Working
Papers.
6.7 Issue: Problem when Signing out a file
In some Citrix setups, problems can occur when signing out a file.
Resolution
Refer to: Open File Limits and Error 1570 in this document.
6.8 Issue: Remote connection slowness
If you have Working Papers on a Citrix Server with the data on a local Data Server and Client files are
taking a long time to open in this configuration compared to when logged into a local Citrix Server, then a
setting in the Active Directory called Home Folder may be at fault. See if the Home Folder is connecting
back to the original Office across the network. If so, then once it is removed, the process will speed up.
Resolution
Refer to the Microsoft articles:
http://support.microsoft.com/search/default.aspx?catalog=LCID%3D1033&spid=global&query=Home+Fol
der&adv=&mode=r&cat=False
http://support.microsoft.com/kb/905890/en-us
On the Citrix Server that is slow, check to see how CaseWare is being launched. Look at the properties of
whatever icon is used to see whether a "Start in" path has been provided. Ensure the "Start in" path refers
to the local drive and folder of the Citrix Server where CaseWare is installed.
6.9 Issue: Sign out creates files in local machine and server in Citrix
If you are trying to sign out a file over Citrix to your local drive and you get both the copy on the local
machine and the one on the server being set as the central copy with all of the documents being grayed
out, then there may be a limitation to the maximum number of open files allowed on a Citrix client drive.
Resolution
Refer to: Open File Limits and Error 1570 in this document.
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Best Practices for Citrix and Terminal Server
6.10 Issue: Central Data Store Errors on a Citrix or Terminal Server
Issue 396 in Enterprise Wizard
After a remote installation to a Citrix/Terminal Server, staff attempting to launch Working Papers may
receive one of several Central Store related error messages.
Resolution
The installation must be made locally on the server, not through a remote connection. If done remotely,
components will exist on the source machine that should be located on the server, and will therefore be
unavailable.
6.11 Issue: Maxed out Processors on Server - Slow Performance
Users attempt to work in a locked down engagement file in Working Papers and the processors on the
Citrix/Terminal server are maxed out. When users exit the engagement file the processor utilization
returns to normal.
Resolution
With locked down engagement files there are two features, milestone generation and redlining that can
cause issues in Citrix/Terminal Server environments. Both of these features should be disabled for locked
down engagement files in Citrix/Terminal Server environments. To disable milestone generation, select
the Settings tab of the Engagement History dialog box under Engagement | History and ensure that no
milestones are being generated for any history events. Redlining can be disabled by editing the CV.VER
file and adding the line NoAutoSetAutoCompareLockdown=1.
6.12 Issue: CaseView Document Does Not Print
A user attempts to print a large CaseView document and receives an error indicating that the connection
to the server was broken before the entire document was transferred.
Resolution
This issue is a caused by a limitation in the Citrix universal printer driver (UPD), and is related to the size
of the document. When CaseView prints to a session printer, the output is captured by the UPD and sent
over the network to the client. The UPD in the client then spools the document in a temporary file. If there
isn't enough space in the client to store the temporary file, the UPD aborts the printing process and closes
the connection.
Increase the space available for temp files in the client's local hard drive or RAM drive. Another option
that has been found to work is to install the client's native printer driver on the Citrix server. Consult the
Citrix forum for more information on this issue.
6.13 Issue: Error 50
When a Citrix/Terminal Server user creates a Sync child or goes online with a Sync child after being
offline an error 50 message is displayed.
Resolution
This can happen in a situation where the user is storing the Sync child on the disk on their workstation
while using a copy of Working Papers in a Citrix/Terminal Server session. If Working Papers is used in a
Citrix/Terminal Server session then files should be stored either on the Citrix/Terminal server or on a
network drive. Files on a workstation disk should only be used with a copy of Working Papers installed
directly on the workstation.
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Best Practices for Citrix and Terminal Server
6.14 Issue: CWIN32.exe Error
Working Papers users in a Citrix/Terminal Server environment may receive a CWIN32.exe error when
attempting to launch the program. This prevents these users from launching Working Papers.
Resolution
This error can sometimes be resolved by clearing the Working Papers registry settings on the Citrix
server. Contact CaseWare support for more information on how to do this. Also, the line
DisableScanning=1 can be added to the CV.VER file if clearing the registry settings does not resolve the
issue.
6.15 Issue: Working Papers Freezes While Creating a New File
While creating a new file in a Citrix/Terminal Server environment, the Working Papers interface appears
to freeze and become non-responsive.
Resolution
Refer to: Open File Limits and Error 1570 in this document.
Also, ensure that the drive being used for Working Papers are in line with the best practices detailed in
this document.
6.16 Issue: Multiple Sync Copies When User Reconnects
Multiple Sync copies of an engagement file are observed after a user has been working remotely and
reconnects to the network containing the Sync Top-Level Parent.
Resolution
An extra setting is required for users who are working on Sync copies of an engagement file and who do
not have continuous connectivity to the network containing the Sync Top-Level Parent. Open the CV.VER
file in the CaseWare installation root folder and add the line "SyncResessionCopy=0" to the file
6.17 Issue: CaseWare Shortcuts Not Working in Terminal Server
Shortcut keys are not being redirected to CaseWare in terminal server sessions.
Resolution
Disable a Citrix session form handling the CTRL shortcut keys by editing the ICA Override file so all
keyboard shortcuts are retained as the application intended.
1.
Locate the ICA Override file.
The default location is C:\inetpub\wwwroot\citrix\sitename\conf.
2.
Add a section [WFClient].
3.
Set all the HotKeys to (none) value.
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Best Practices for Citrix and Terminal Server
7. Getting Technical Support
The CaseWare Support Network offers you a wide range of choices and access to high-quality,
responsive technical support.
Before contacting Technical Support, please consult the online Help and any other documentation
included with this package as your first source to solve the problem. Be sure to also check the CaseWare
website for the latest troubleshooting and technical information.
If you are unable to find the solution, you can receive information about obtaining CaseWare® Technical
Support by contacting your nearest CaseWare distributor.
What you need to tell us
When you contact CaseWare® Technical Support, you should be at your computer and have your
documentation at hand. Be prepared to provide the following information:
1.
Your Client Number.
2.
The product version number, found by clicking the Help menu and selecting About.
3.
The type of computer hardware you are using.
4.
The software version number of MS-Windows.
5.
The exact wording of any messages that appear on your screen.
6.
A description of what happened and what you were doing when the problem occurred.
7.
A description of how you tried to solve the problem.
Contact us
Comments and suggestions about our software and this manual are greatly appreciated. As a user of our
products, you are in a unique position to provide ideas that have an impact on future releases of this and
other products. You can contact our support teams in several ways to provide your comments. Contact
information for CaseWare Support for your country can be found on our website at
http://www.caseware.com/about-us/distributors.
Copyright© 2013 CaseWare International Inc.
15
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