'Citrix is not installed' error on IE11 persists when logging onto Hosted Premium

  • 1
  • Question
  • Updated 6 years ago
  • Answered
  • (Edited)
When I select product on the login a message appears saying there is a problem because of windows 11 update and tells me to add the sites to trusted sites. done all that and when I try to login it still says citrix is not installed. uninstalling and reinstalling didn't change anything.
Photo of Norman Barlow

Norman Barlow

  • 130 Points 100 badge 2x thumb

Posted 6 years ago

  • 1
Photo of Ifti

Ifti, Product Owner

  • 6,616 Points 5k badge 2x thumb
Official Response
Hi Norman,

Thank you for your post.

This error usually happens with the incompatibility with IE 11.

As you have mentioned that you already added our site to compatibility list, you may need to reset your Internet Explorer to default (you will lose your browsing history, personal settings etc. but you can export and import the "Favorites" if you have any), RESTART our PC and add our sites to trusted sites and compatibility view again and that may work as it did for few of our customers.

To Export out your favorites do the following:
In IE, press ALT > File > Import and Export... > Export to a file > select what you'd like to export > select a location to save (example: Desktop) > Export.

After browser is reset and you have restarted your computer, import that file in.

To import:
In IE, press ALT > File > Import and Export > Import from a file > tick what you chose when you exported > browse and select the exported file > Next > follow the wizard to import.

If above doesn't work, you may want try with with Google Chrome or Firefox.

Below KB has the specific info of this issue. and links of instructions to install "IE Tab" in Chrome or Firefox. 

KB link: http://www.quicken.com.au/kb/issue_view.asp?ID=5062

Links for IE Tab setup info:

Google Chromehttp://online.reckon.com.au/Portals/0/Docs/reckon-accounts/Using-Chrome.pdf

Firefox: http://online.reckon.com.au/Portals/0/Docs/reckon-accounts/Using-Firefox.pdf


Hope these help you.


Thanks.


Ifti