Problems downloading software purchased from Citrix usually fall into one of the below categories:

• Software doesn't install
• Download Manager or download window appears but download doesn't start
• Download starts but pauses or hangs
• Download completes but purchased product doesn't automatically start to install

Try the following solutions, in the order they occur:

1. Make sure your computer meets Citrix minimum system requirements.

• See product specific system requirements at https://www.citrix.com/downloads/
• In addition, the following can be done:
  • Turn off firewalls, antivirus software, and third-party security software.
  • ​Make sure user has administrative privileges for account being used to download software.
  • Try downloading over a wired, not wireless, connection.

2. Try a different browser and/or computer.

• Use a different browser (Chrome/Firefox) or computer. 
• If the company firewall is blocking the download, try from a computer not on the  network and save to a disk.

3. Clear your Browser’s Cache.

4. Temporarily allow pop-up windows and cookies in the browser.

• For instructions, see browser's documentation.

5. Restart the download.

• Check whether the download is paused or stalled.
• Check progress window, the download should be progressing if the transfer rate is more than 0 MB/sec. If stalled, cancel and restart the download.

6. Try finding solutions to error messages.

• If a specific error number or message is encountered, search the Citrix Knowledge Center for articles with the text or error number for a solution.

Having Issues ? 

Contact Customer Service via Live Chat and follow the menu's instructions to speak to a Live Agent.

Problem Cause

1. Citrix software won't install if the computer or virtual machine isn't equipped with a supported OS and browser.
2. Different browser/computer

• Occasionally, a browser is incompatible with a web page due to using an older version of a browser.
• If using a computer or laptop on a company network, firewalls or programming by an administrator can be running, preventing the download.

3. Internet browser's cache images, scripts and other parts of webpages you visit; allowing browsers to speed up display time when visited again by loading content locally from cache instead of downloading everything again. This sometimes results in less than current versions of web pages being displayed.
4. Citrix downloads offers 2 ways to download, if using Download Manager (DM), a pop-up box displays for the DM to install. If pop-ups are blocked, DM cannot install the software.
5. If there are multiple programs running on the computer or laptop, resources can be limited, this can cause the download to stall. 
6. Error messages and numbers can be caused for multiple reasons.

• CTX126200 - Where to locate and download product software  
• CTX139314 - Software download link locked or missing