Empower3 Acquity driver problem (Citrix)

[a.wombat64]

Hello together,

we are testing Empower3 for upgrade from Empower2.
We are working in a Client/Server environment (Pharma/GmP):

Empower3 SR2 FR2 Hotfix 1 (Build: 3471)
Driver Pack 4 installed (Citrix Server and LAC/E)
LAC/E: Windows 7 FR1
Server: Windows Server 2008 SR2
Citrix: Xen App 6.5

We are facing problems with the driver for the Acquity systems (via Citrix), directly on th LAC/E everything is working as expected):

In the "Run Samples" window, the "Control Panel" for the modules (e.g. ACQ-BSM, ACQ-FTN, but as well the W2489 UVD!)
- are not shown (just the border)
- partly shown
- show wrong Information ("comm Error" via Citrix / "O.K." on LAC/E!

We checked ALL settings as documented in the "Installation and Configuration Guide.

- Windows Firewall disabled on the LAC/E
- DCOM settings O.K.

Send the available information to WATERS. But no solution until now...

Awkward is, the Agilent Infinity driver / systems didn`t have a problem!

Hope out there, someone has an idea, has faced the same problem.
Any feedback / reply or guess woill be appriciated!!

Thanks & best regards

[DR]

Does your Citrix server have the same (or any) ICS installed on it as the LACE does?

Is the firmware in the ACQ up to date?

Our setup is similar except that we are not using DP4, we stopped one ICS upgrade short of it...

[a.wombat64]

Does your Citrix server have the same (or any) ICS installed on it as the LACE does?
Yes

Is the firmware in the ACQ up to date?
Yes

But DP3 does not support the "i-Class"...
Our setup is similar except that we are not using DP4, we stopped one ICS upgrade short of it...

Thanks

[DR]

So, are the same ICS programs installed on the Citrix client stack as on the LACE?
When bitmaps and fields are missing from instrument method editors and/or you can't monitor channels, this is typically the cause.

[a.wombat64]

Hello DR,

Yes, on all LAC/E and on the Citrix Server are the same ICS (Driver Pack 4) installed.

Local (on the instrument LAC/E) everything is fine. An Acquity system with e.g. ACQ-FTN, ACQ-BSM, ACQ-CM and ACQ-PDA shows 4 "Instrument Control" windows with status information (such as Wavelength on PDA, Flow in BSM).

Again:
We are facing problems with the remote access to the Acquity systems:
* Directly on the LAC/E everything is working as expected (4 Control windows for each module)
* If we start "Run Samples" from another LAC/E (in the same environment) or via CITRIX:

The 4 (insrtrument control windows)
----- are not shown (just the border)
----- partly shown
----- show wrong Information ("comm Error" via Citrix / "O.K." on LAC/E!)

Thanks & best regards

[DR]

Did it ever work?

If it did, did your IT department make some changes?
Is your LACE using a static IP address or DHCP?
Is there antivirus software running and, assuming it is, are your Empower folders excluded from being scanned on the LACEs as well as on the Citrix and application servers?

Is Waters working on this too?

[a.wombat64]

Finally we got it...
It was the Security suite, blocking a port (not the windows firewall / not the antivirus...)

Tooks us nearly a week by trying all sort of settings

Thanks all