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Support Article

Screen pops runs slowly for Citrix users



Screen pops are running slow for Citrix Users and application was upgraded from PRPC 6.3 SP1 to Pega 7.2.

Since the upgrade, the Citrix users who are Work at home are experiencing problems where there screen pops are running slowly and would not load at all at times. The issue starts occurring only after a certain initial phone calls as it works fine for them and the screen pop becomes really slow after that.


Error Messages

Not applicable

Steps to Reproduce

1. Log in to Citrix box.
2. Take a few initial calls (3). The issue appears.

Root Cause

This is an environment issue.    


The Internet Explorer version in the Citrix server is earlier version than existing version in desktop user’s system.

Upgrade the Internet Explorer version in Citrix server to be same as desktop user's Internet Explorer version


Published November 16, 2016 - Updated December 2, 2021

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