TROUBLESHOOTING TIPS (iDCRI/CITRIX)

Review the following recommendations before contacting the DCRI Service Desk for assistance.

I am having trouble: Recommendations:
Logging on to the system

Passwords are case sensitive.

Avoiding being dropped every fifteen minutes If your connection has been idle for fifteen minutes, the system sends you warning messages, and then ends your session. Working inside a document, spreadsheet, or similar file does not interact with the server (where "idleness" is detected) until you do a save, save as, delete, search, open, close, or other file-level command. Thus, to keep your connection active, get in the habit of saving your work every few minutes.
Accessing iDCRI or staying connected or experiencing poor performance

Go to any other website and see how operating performance is at that location.

  • If the performance improves, there may be intermittent technical issues with the iDCRI application or server. Try again at a later time.
  • If you still experience performance issues, reboot the cable modem/router for your home network. If the problem persists, there may be issues in the state of the Internet between your computer and the DCRI. Either try again later or contact your Internet service provider.
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DCRIconnect User Guide Last updated: March 10, 2016
Provided by Information Technology Training and Documentation at Duke Clinical Research Institute. All rights reserved.