Troubleshooting Printing From a Hosted app (Citrix)

Printing from Hosted applications (Citrix) can be a technical challenge. Because the computer you’re working on is in a different location (in the datacenter) than the printer (in your office) there are various points where communications can fail.

• Verify the Printer Works Locally
• Troubleshoot the Hosted (Citrix) Sessions
• Contact Support

Verify the Printer Works Locally

If you can’t print from apps installed directly on your computer, you also won’t be able to print from Hosted apps (Citrix). To verify the printer can print locally: 

1. Restart / Power cycle the printer.
2. Print a test page:
   • Windows PC
     • Open Notepad (usually this can be found under the Start button)
     • Create a new document and type “Test”
     • Try printing the page.
   • macOS
     • Open TextEdit from the Applications folder, 
     • Create a new document and type “Test”
     • Try printing the page.
3. What was the result?
   • Nothing happened. You’ll have to contact your company manager or local IT to fix the printer. If you can, try printing to another printer.
   • The page came out blank or barely legible. Check the ink or toner levels of the printer. Replace if needed. Contact your office manager or the print vendor. 
   • The page printed. The printer seems to be working fine. That points to a communication problem between Hosted apps (Citrix) in the datacenter and your printer in the office network.

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Troubleshoot the Hosted (Citrix) Sessions

Once you have verified the printer works locally and the issue is isolated to the hosted app, we can troubleshoot the hosted sessions.

1. Navigate to login.venn.com and sign in with valid credentials.
   You may be required to verify the sign-in by completing the multi-factor authentication on your mobile device.
2. In the top-right, click the Hosted app button (the rounded rectangle with a dot) next to Notifications.
3. In the Hosted app dropdown, click Disconnect next to the app you’re trying to print from.
4. Click Reconnect next to the app you’re trying to print from.
5. Try printing.
6. If that didn’t work, try restarting your Citrix sessions:
   • Save all your work. 
   • In the same Hosted app dropdown, click Troubleshoot apps
   • Select Close all hosted (Citrix) applications and click Close apps and sign out.
     • This will close all of your open hosted applications.  Any unsaved work will be lost!
7. Launch the hosted app and try printing.

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Contact Support

If you are still experiencing issues with printing from a hosted app, the issue may be related to a greater Workplace issue and we recommend contacting support for further assistance.