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Information Technology

Remote Desktop Guide and Troubleshooting

Acessing the Remote Desktop system from a Windows or Macintosh Notebook or Desktop



Open up Internet Explorer or Safari and Navigate to https://remote-pilot.wittenberg.edu
Enter in your campus username and password
If prompted to install a client, follow the instructions provided to install the client
You will be shown a list of available applications you can access
(NOTE: The list of applications maybe different than the one in the picture)
Select the Desktops tab and click the presented Desktop option
(NOTE: What label for the desktop maybe different than the one in the picture)
It will then start to log you on to a virtual desktop
You will then be prompted for how do you want the virtual desktop to access your local system
Select either "Read-only" or Read/write access"
Once the desktop has finished loading, go to the start menu and select "Computer" to view your drives
Your local system's drive will be listed as
  • Windows Clients "C: (\\Client)"
  • Macintosh Clients: "\\Client"

Using this you can drag and drop between the Virtual Desktop and your local system

Acessing the Remote Desktop system from an Android device
From the Google Play Store download the "Citrix Receiver"
(NOTE: Be careful not to download the Beta or Lab versions
Once downloaded double-click on the "Citrix Receiver" icon
Select the "Add Account" button
For Address: type in "https://remote-pilot.wittenberg.edu", then click Next
Fill out the following information on the next screen, and click Save
  • Username: Your Campus username
  • Password: Leave this field blank
  • Domain: Wittenberg.edu
  • Security Token options: Leave set to "Domain Only"
On the Log On to Citrix Receiver enter in your campus password, and click Log On
Select the Apps tab along the right-side of the screen to get the list of available applications and desktops
Click the icon of the items you want to access through receiver, selecting the apps tab along the left-side when done
(NOTE: Your list may not look like the list in the picture)
On the Citrix Receiver main page, just click on the application or desktop you wish to access to start it up.
The application or desktop will now start
(NOTE: For iPads you will not be allowed to access the local file system. This is a limitation enforced by Apple)

Acessing the Remote Desktop system from an iPad
From the App Store download the "Citrix Receiver"
(NOTE: Be careful not to download the Beta or Lab versions
Once downloaded double-click on the "Citrix Receiver" icon
Select the "Add Account" button
For Address: type in "https://remote-pilot.wittenberg.edu", then click Next
Fill out the following information on the next screen, and click Save
  • Username: Your Campus username
  • Password: Leave this field blank
  • Domain: Wittenberg.edu
  • Security Token: Leave set to Off
On the Log On to Citrix Receiver enter in your campus password, and click Log On
Select the Green + icon along the left-side of the screen to get the list of available applications and desktops
Click the Plus icon next to the items you want to access through receiver, selecting the blue arrow along the left-side when done
(NOTE: Your list may not look like the list in the picture)
On the Citrix Receiver main page, just click on the application or desktop you wish to access to start it up.
The application or desktop will now start
(NOTE: For iPads you will not be allowed to access the local file system. This is a limitation enforced by Apple)

Accessing the Remote Desktop system from a Windows 8 RT Surface

Our current Citrix implementation does not support Windows 8 RT Surface at this time. It does support Windows 8 Pro Surface devices and Windows 8.

SPSS: Known issue with Q: (Class drive)

There is a known issue with SPSS on the remote-pilot system, that makes it difficult to access folders on the Q:\ (Class Drive), or some other network drives. This is an issue with SPSS and the company has been made aware of this issue, but nothing has been released yet to fix this issue. To work around this you can do the following:

  1. In the File Open, or File Save, dialog box, put the cursor in the "File name:" box
  2. Type in Q:\ followed by the departmental folder you wish to access
  3. A drop down list will appear of subfolders, and files. Select the subfolder or file you wish to open

Troubleshooting tips: General

  • It can take a few minutes sometimes for the Client to install, so when it is installing wait for it to finish installing, once it has finished, it will take you to the applications page
  • If you still have problems you can download the latest Citrix Receiver Client from the following site:
    http://www.citrix.com/downloads/citrix-receiver/receivers-by-platform.html
    (If you are prompted for an account or server information, just click cancel, and restart your system)

Troubleshooting tips: Internet Explorer

You may have to add https://remote-pilot.wittenberg.edu as a trusted site
  • First Log out of the Remote-pilot web site
  • Select the Tools menu (IE8) or click the Cog icon (IE9/IE10)
  • Select Internet Options
  • Select the Security Tab
  • Highlight "Trusted Sites"
  • Click the Sites button
  • Type in "https://remote-pilot.wittenberg.edu" and click the Add button
  • Click Close
  • If the "Default level" button is not grayed out, click it
  • Click OK
  • Close and re-open IE and log back into https://remote-pilot.wittenberg.edu

Troubleshooting tips: Chrome

  • Be aware that chrome is not supported by citrix as a web browser at this time.
  • If you choose to use chrome you will need to download and install the full version of the Citrix Receiver from
    http://www.citrix.com/downloads/citrix-receiver/receivers-by-platform.html
    (NOTE: The Receiver for Chromebook is not for the Chrome web browser)
  • Once you have that downloaded, close your web browser, and run the downloaded installer.
    (If you are prompted for an account or server information, just click cancel, and restart your system)
  • If that still does not work for you, you will need to use Internet Explorer or Firefox

Troubleshooting tips: Windows

The following steps are only to be taken if you cannot get the remote-desktop to work after already trying the steps listed in the Troubleshooting tips: Internet Explorer section.

Caution! This fix requires you to edit the registry. Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

If you are unsure about how to do this, please feel free to contact the Solution Center for help with these steps.


  1. Close any open web browsers
  2. Uninstall any Citrix programs you have installed on your system
  3. Open Windows Explorer and navigate to "C:\Program Files", for 64-bit OSes "C:\Program Files (x86)"
  4. Delete the Citrix folder
  5. Open RegEdit (Start button - run)
  6. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\, for 64-bit OSes HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\
  7. Delete the Citrix key
  8. Navigate to HKEY_CURRENT_USER\SOFTWARE
  9. Delete the Citrix key
  10. Restart your system
  11. Go to http://receiver.citrix.com and download the reciever from there
  12. Once downloaded install the software
    (If you are prompted for an account or server information, just click cancel, and restart your system)
  13. Restart your system and try connecting to https://remote-pilot.wittenberg.edu again

Troubleshooting tips: Apple Macintosh

For Macintosh users and Safari, if you get a notice that Launch.ica has downloaded but nothing more happens, follow these steps

  • Open Safari and navigate to https://remote-pilot.wittenberg.edu
  • Log in to the site using your campus Windows username and Password
  • Follow the instructions to install the client
  • Close Safari once the installation has finished
  • Open the Applications folder and launch the Citrix Client application found there
  • Wait for the application to open all the way
  • Open the Downloads folder
  • Double-click on the Launch.ica file found there
  • This will start the Citrix Session
  • You will only need to do this once, in order to "train" the macintosh to use the Citrix Client for opening ica files, so after this you should be able to just click on the link in the web-browser and it will open

Troubleshooting tips: Linux

While there is a Linux Citrix Receiver client it is not fully supported by Citrix or the Wittenberg ITS department. You can download it from the following link, but the Wittenberg ITS department nor Citrix will provide any support or guarantees that it will work:
Citrix Receiver for Linux

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This document last reviewed March 27th, 2013.