Citrix Display Troubleshooting

Owned by Former user (Deleted)
Last updated: Jun 20, 2019 by Claude A. Barrieau
3 min read

Upon the setup of Citrix, some users can have display issues and also mouse click issues where the mouse pointer is actually pointing at an incorrect place on the screen. This article touches on the issues that we have discovered and how to rectify them. 

Issues with 3 Screens:

We have had reports of customers having issues with their screen or mouse positioning when they have more than 1 monitor. The below steps will help you to rectify this. Here is an example with the display issue. 

1.) In the bottom right hand corner of your screen, in the taskbar, you will see an icon like the one circled in the screenshot below. Right click it and select Advanced Preferences

 

2.) Once the screen appears, select "High DPI". It is highlighed in the photo below. 

3.) It will then ask you "Scale the session for high resolution?" Click Yes. 


If the above does not solve your display issues please also do the following steps:

1.) The second step involves adjusting your display settings. For windows 10 users, right click your desktop and select "Display Settings". You can find the Display Settings for Windows 7, 8, 10 when you right click.

2.) Once your display settings window is open, you will see a box with other boxes in it. Each box has a number on it. Those numbers and boxes represent your monitors and the configuration they're in. Click "identify" to show you which screen is which. You can see in my second screenshot below, that windows is identifying that screen as 1 or my main monitor. 

3.) Now that you know which monitors are which. Ensure that if you are using a Laptop with 2 monitors connected, that your primary screen (screen 1) is NOT the laptop screen. If it is not the laptop screen, you can now launch ameliaRES. If it IS the laptop screen, continue with the remainder of the steps. 

4.) Click one fo the 3 "monitor" boxes on the display settings. Ideally this would NOT be the laptop monitor and would be one of the other 2 monitors you use. You can see in my screenshot below that monitor 2 is now highlighed. 

5.) Scroll down the page, you will see a check box option that says "Make this my main display". Click it. You will see some flashing, this is normal. 

6.) Navigate back to Citrix and attempt to launch ameliaRES, you should not experience any more display issues.