Syensqo IS - Customer Support

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Problem
 

When client have issues with the wrong printer showing as the default, or with missing printers from the list, this means that the printer mapping within Citrix has not completed. 

It can take up to 2-5 minutes for this process to complete. If users try to print immediately after logging it LIMS, they will receive these screens when they click on the print icon in LIMS.

   
 


Resolution
 
Please ask client provide us LIMS server name they are connected to (in Citrix).
This  will help to identify if it’s a single server with a problem or a generic issue and get it resolved faster. 

This can be located by doing the following:

1. Click up arrow by clock to display hidden icons
Right Click on the Citrix Agent Icon
 


2. Click on Connection Center



3. The Server Name will be displayed under "Active" as shown below



In order to solve the issue the client will need to close the dialog boxes and wait for a couple of minutes for all of their printers to map within their Citrix session and then try to print again.

After a couple of minutes they should see the correct default printer and full list of user printers as shown in the two screens below.
  
 
If the Client is still having issues, try one of the following:

1 - Verify that the Default Printer is correct, and have the user shutdown LIMS and log back in. If the user just Logs out and Logs back in, it is not enough. The user must shutdown LIMS and then re-launch from Citrix Add-in  
  
    
 
2 - If the print job is going to a printer other than the (expected) Client’s Default Printer, usually it goes to the printer which is first on the list when you go into the Print Setup Window

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