welcome to the
Secure Access Support
Note: Software and configurations on a user's home PC may have issues with the Citrix ICA connection and client installation. The Client Systems Infrastructure support team will do their best effort to troubleshoot issues. In rare cases the Citrix connection may not work on home PCs.
Listed below are a few troubleshooting steps that you can do on your own.
Performance Related Issues
Citrix Functions completely different than standard web browsing. You might have other people in your area check the internet or your own internet browsing might be fast. Citrix works on a completely different protocol and will function different than standard web browsing.
If you are experiencing slowness, latency and connection drops? Check the following things:
Are you using WiFi?
Fifth Third does not support WiFi but it is not restricted. WiFi is common and accessible but connections can be inconsistent. WiFI Hotspots will not provide the speed that a hard line connection can provide. Even a WiFi connection in your own house cannot provide the proper connectivity unless specific configurations are done correctly. We recommend a direct hard line Ethernet connection.
Are you on a Shared Network?
If there are other systems on the same network that you are on? Those systems will have an impact on your connection. Streaming media, Blockbuster, Netflix, Online Gaming, Wii, PS3 and Xbox that use internet connections all will have an impact. Even if you are on broadband they can still impact your performance.
Are you using any online backup software?
Carbonite, Mozy and other online backup solutions may be running in the back ground, backing up your systems but that service takes up bandwidth that will impact your Citrix connection.
Are you Using Remote Desktop Connection(RDP), Remoting to your PC or Laptop on the Internal Network?
If you continue to have issues Please contact the PC Helpdesk 1-800-991-3441.
NOTE: With home systems and mobile devices, support can only be done so far.