We have seen some issues with client's not being able to print from their cloud applications, even though they are able to see the printer as an option when they are using their cloud applications. Here are some troubleshooting tips to try to use prior to setting up a trouble ticket.
1. If you are able to see your printer from the cloud application, but when you print nothing is printed, the first thing you will want to do is completely close out of all of your cloud applications, completely log off the cloud connection. If you are using Citrix Receiver, you will use the drop down box from the Receiver and select log-off. This may remove your username/password so be sure you have the information prior to completing this log off. Remeber that your username if you are using the Citrix Reciever, starts with accesscsp.com\ then your assigned username. You will then want to restart the local machine you are using to connect to your cloud applicatoins. Restart your local machine and print a test document from the printer locally and then launch your cloud applications and print a test document from the cloud. If you are able to print your issue has been resolved. If you are not able to print locally then you will need to contact your local PC technician and determine what may be causing the issue.
2. If you are able to print locally, but still unable to print from cloud application, the next step is to completely remove the printer from your local machine. You will go into the control panel and delete the printer. You will then want to restart your local machine. You will then re-install the local printer. You will either need to follow the printer manufacturer instructions for installation or allow Windows/Mac to set-up the printer. We also recommend disconnecting any cables which attach to the printer from your local machine and powering off the printer. Once you reinstall the printer on your local machine, print a test document and if it prints then launch your cloud access and try to print again from the cloud.
3. In some cases the local printer has an advanced set of features which cause problems when operating on the cloud. To see if your printer is not working on the cloud because of this issue, close out your cloud application and completely log off as in step 1. Go to your local printer settings and look under each tab for a box marked "allow advanced printing options" and uncheck this box if it's checked and close out the printer settings. Relaunch your cloud application and see if this resolves the issue.
4. In some cases your printer will not function with our Universal Citrix printing driver. In these cases we may need to install the specific printer driver for your printer model on the remote cloud server. If all else has failed, please enter a support request ticket documenting what you have already tried and the specific printer model and serial number. We will review the situation and work on the ticket.
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