Troubleshooting Citrix and Terminal Servers

This section contains a list of known issues with Working Papers in Citrix environments. With each issue, we have provided a resolution that you can implement.

Customizing Menus

Issue: Users have installed Working Papers and CaseView on a Citrix server at a client site and have tried to remove access to the export to RTF command in CaseView through the Tools | Customize menu, but the changes are only applied to the original terminal.

Resolution: This is a user setting, not an application setting. Menu settings are saved to the following registry key:

HKEY_CURRENT_USER\Software\CaseWare International\Working Papers\20xx.xx\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.

Mapping to local drive from the Terminal Server

Issue: A user is unable to map to a local drive path from the terminal server.

Resolution: This functionality is not supported.

Maxed out processors on Server - Slow performance

Issue: 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: In locked down engagement files, two features - milestone generation and redlining - 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 Engagement | History | Settings and ensure that no milestones are being generated for any history events.
  • To disable redlining, edit the CV.VER file by adding the line 'NoAutoSetAutoCompareLockdown=1'.

CaseView document does not print

Issue: 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.

You have two options for solving this issue:

  • Increase the space available for temp files in the client's local hard drive or RAM drive.
  • Install the client's native printer driver on the Citrix server.

Error 50

Issue: 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.

CWIN32.exe error

Issue: 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.

You can add the line 'DisableScanning=1' to the CV.VER file if clearing the registry settings does not resolve the issue.

Multiple sync copies when user reconnects

Issue: Multiple Sync copies of an engagement file are observed after a user has been working remotely and Working Papers 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.

To add this setting, open the CV.VER file in the CaseWare installation root folder and add the line 'SyncResessionCopy=0'.

CaseWare is not responding

Issue: When SpeedScreen latency reduction manager is on, there is a possibility that CaseWare will not respond.

Resolution: Disable SpeedScreen latency reduction manager or use the SpeedScreen Latency Reduction Manager utility on the MetaFrame server to create exception entries for generic input fields. Once exception entries have been created, SpeedScreen functionality is modified or turned off on the server.

Performance issues working with signed out files

Issue: Performance lags when opening signed out files.

Resolution: Use the command line 'nbtstat -R'. This will clear your NetBios name cache, a known fix for improving performance.

Error 30

Issue: When a user attempts to save or print to PDF after a Windows upgrade, an Error 30 message is displayed.

Resolution: Reinstall Working Papers.