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Desktop@UCL Troubleshooting

  • Citrix Receiver

    • I installed the Citrix receiver on my computer and it is asking me for a server address/email address. What do I need to enter?
Citrix Receiver URL Prompt
  • Application errors

    • I receive a message to say 'could not start app' when I attempt to connect to the Citrix App on my personal computer. What does this mean?

Citrix Receiver

I installed the Citrix receiver on my computer and it is asking me for a server address/email address. What do I need to enter?

Depending on whether you are installating and accessing Citrix Receiver for the first time, enter the relevant server address and click Next.

Connecting From Server Address
Home / On campus NOT using Eduroam https://my.desktop.ucl.ac.uk
On campus USING Eduroam https://storefront.desktop.ucl.ac.uk


You will then be prompted to enter your UCL UserID and password.

After you have entered this information, you will be taken straight into your Storefront. 

Citrix Program Neighbourhood and Citrix Xen App

I have Citrix Program Neighbourhood and Citrix Xen App installed on my machine to access WTS.  Will this cause an issue if I want to install the Citrix Receiver to access the new desktop?

If you are already using Citrix Program Neighbourhood or Citrix Xen App on a standalone machine or on a ISD managed pc , it is not advisable to install the Citrix Receiver as it may cause a conflict. Citrix Program Neighbourhood/Citrix Xen App is used to access Staff WTS 2000, Staff WTS2010 and Cluster WTS. If you are unsure whether you have it installed you can check by :-

  • Windows operating systems click through Start > Programs > Citrix > Citrix Program Neighbourhood
  • Mac users will need to open their applications folder and  check if they have a folder called Citrix ICA Client.

If you have identified that you use Citrix Program Neighbourhood please follow the instructions for Web Access only. 


DO NOT tick the box next to Citrix license agreement and do not press install. Use the log on option instead.

Shared Computer Logon


Application errors

I receive a message to say 'could not start app' when I attempt to connect to the Citrix App on my personal computer. What does this mean? Published applications are only available online, therefore you need a Network or Internet connection to access these. If you try accessing a published application when offline, you will see the following error message.

App Start Error

Help and Support

Where can I get further help? You can contact the ISD Service Desk via email servicedesk@ucl.ac.uk or telephone 0207 679 5000 or ext 25000. If you would like to visit us in person, see Service Desk information page  for opening times and location.


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