Kroll Troubleshooting

Kroll application server: CG-SQL2019-Kroll

Kroll Database server: CG-SQL2019-Kroll

Basic troubleshooting

1. “Can not load kroll. You must have a screen resolution of 1024x768 or greater”
   1. Students must maximize the PTECH VM before starting Kroll. Kroll requires a minimum resolution or it will not start.
   2. ***Important*** The citrix VM desktop resolution is limited to the size of the laptop screen. For example if the laptop is only a 13" screen, you will not get the required resolution.
2. Student unable to connect to VM 
   1. Check Citrix Studio for disconnected session. (Have IT perform this step)
      1. Click on Machine Groups
      2. Double click on the machine group the user is trying to connect to
      3. Find the VM that the student is disconnected from and force restart.
      4. Ask user to try connecting again.
   2. If no disconnected session:
      1. Clear all *.ica files from users download area
      2. Clear the browser cache on users system.
      3. Ask user to try connecting again.
3. Kroll pops up session manager or gives error no connection available
   1. open notification area (^ on bottom right) right click Kroll session manager and close all and exit
   2. Restart Kroll from Desktop

4. Lost connection to database

   1. Steps to reconnect:

   2. from the kroll Sessions window, click file - Change Database

   3. under servername enter CG-SQL2019-Kroll

   4. Database Name: Pharmacy, click OK twice

   5. click the ^ in notifications area, right click Kroll scheduuler, click close all and exit

   6. restart Kroll from desktop

5. User loses connection to local drives from the VM;

   1. On the lower right corner of your screen, right-click on the  CITRIX RECEIVER icon

   2. Click  About (Some versions will have Connection Center rather than About)

   3. Click on the "Advanced" drop-down and click "Connection Center"

   4. Select your Desktop App and select "Full Access" under Files

6. Cannot Connect to database - server not found
   1. Starting Kroll for the first time:
   2. hold shift key down
      double left click Kroll, KEEP the shift key held down until the "Kroll Sessions" window opens
      Click on File \ Change Database.
          If the server shows cg-sql2019-kroll, and database shows pharmacy, simply click ok. If it shows anything else, replace it with cg-sql2019-kroll, make sure the database shows Pharmacy then click ok
      you can then close that and double click Kroll as usual to start the application.
   3. If the sessions window re-opens 
      1. Click ok on the dialog box regarding FDB updates
         Enter user initials and hit enter
         The pop up showing Program Update Pending, click remind me later. I will attempt to clear that so it does not keep popping up.

Associate printer to label stock

Log into Kroll on CG-SQL2019-Kroll as an admin (All instructors have Admin access)

1. Click File / Configuration / Workstation / This Workstation
2. Click Ins
3. Select Stock (Kroll Laser Labels)
4. Select Printer
5. Select Tray
6. click OK