XA Troubleshooting

What can I do if I can't access all or any part the XA service?

Try these first

Favourites

Do not use an old bookmarked link from your 'Favourites' as it may be pointing to a cached or obsolete page. Always navigate to the Login to UWE page from the UWE home page and select "UWE external access" or by typing https://xa.uwe.ac.uk in the browser address bar.

Unable to run the Staff Desktop?

If the Staff Desktop does not launch after clicking on the link, check the points below to see whether any of them apply to you.

  1. You are using Google Chrome. Google have made changes to the way Chrome works so it is not currently compatible with XA. We recommend Internet Explorer or Firefox.
  2. If you are using Firefox, you do not have Java installed. Install Java from http://java.com.
  3. Your browser is asking for permission to download or run the plugin - this is a window that can pop up anywhere on the screen but is usually at the top under the address bar.
  4. The security system on your PC is asking whether you will allow the Pulse setup client to run - this usually shows up on the bar at the bottom of the desktop
  5. Your browser is set to block popups from all sites. You need to allow pop-ups from uwe.ac.uk. In Internet Explorer this is done from Internet Options:
    • click the cog icon in the top right of Internet Explorer
    • click internet options
    • click the Privacy tab
    • click the Settings button next to the check box Turn on pop-up blocker.
    • type *uwe.ac.uk and click add
    • click close, then apply and close
    • close and re-open Internet Explorer and reconnect to XA
  6. Your browser is set to block ActiveX or Java from untrusted sites. You need to add XA to your trusted sites list. To do this in Internet Explorer:
    • click the cog icon in the top right of Internet Explorer
    • click internet options
    • click the Security tab
    • click on the green tick 'Trusted Sites'
    • >then click on the Sites button
    • type https://xa.uwe.ac.ukand click add
    • click close, then apply and close
    • close and re-open Internet Explorer and reconnect to XA

Problems with plugins

It is possible that some of the necessary browser plugins are broken or corrupted. If so, you could try the following:

  1. Navigate to Control Panel and uninstall any listed programs that contains the words ‘Pulse Secure’, ‘Citrix’ or ‘Juniper’ so that all the plugins are removed. To access your control panel go to:
    • Start -> Control Panel -> Programs -> Uninstall a Program Programs and Features (Windows 7)
    • Start -> Settings -> System -> Apps and features (Windows 10)
  2. Once all removed, download the UWE Citrix Plugin from:
  3. Connect to XA again and click on the Staff Desktop link. This will download the correct versions of the plugins.

Known problems

Windows 8/8.1

Users of Windows 8/8.1 need to make sure that when using Internet Explorer, you use the Desktop version of IE and not the Windows Tile version of IE as these work differently. The Tile edition will not work properly.

Windows 10

The default Edge browser supplied with Windows 10 is incompatible with XA. However, if you use Internet Explorer or Mozilla Firefox, you will still be able to use XA with Windows 10.

Some users have experienced issues following an upgrade from Windows 7 or 8 to Windows 10. The usual symptom is that attempting to run the Staff Desktop produces an error message:

"Cannot connect to the Citrix XenApp server. An I/O error occurred while your request was being processed..."

If you get this error, contact the ITS Help Desk on 0117 328 3612 or email itonline@uwe.ac.uk

Still having problems?

We suggest that you try another machine where possible, failing that try a different browser.

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