Real-time Media Engine (RTME) for Citrix Workspace App for Mac OS "unoptimized" or fails to install

Real-time Media Engine (RTME) for Citrix Workspace App for Mac OS "unoptimized" or fails to install

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Article ID: CTX237533

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Updated On:

Description

When attempting to use the Citrix Workspace app 1808 for Mac with the Real-time Media Engine (RTME) 2.5 or previous versions, customers may experience the following symptoms:

  • If an endpoint is upgraded to CWA from previous versions of Receiver, and they had the RTME 2.5 or previous version installed, then RTME would appear as "unoptimized" in the session. No errors are visible other than this status indicator.
  • If admins attempt to install RTME 2.5 or previous version when CWA is installed, the RTME installer will show an error that Citrix Receiver is not installed and will not allow the RTME to be installed.
Important Note:
This article applies only to the Mac OS build of Citrix Workspace App version 1808.

Resolution

Install the Real-time Media Engine - RTME 2.6 (x64) available on the Citrix Downloads page.

Problem Cause

RTME version 2.5 is 32bit and is incompatible with the 64bit only version of CWA for Mac.

Additional Information

CWA for Mac Documentation:
https://docs.citrix.com/en-us/citrix-workspace-app-for-mac.html

Download CWA v1808 for Mac:
https://www.citrix.com/downloads/workspace-app/mac/workspace-app-for-mac-latest.html

RTME 2.6:
https://www.citrix.com/downloads/citrix-receiver/additional-client-software/hdx-realtime-media-engine-26.html
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