Two ACQUITY UPLC control panels do not load in Empower Run Samples through Citrix - WKB84662

SYMPTOMS

• Two out of four ACQUITY UPLC control panels do not load in Run Samples through Citrix 
• When locally logged on to another LAC/E32 outside of Citrix and connecting to the system in Run Samples, the same control panels are dimmed
• When locally logged on to the LAC/E32, the control panels appear for the system
• Same driver version installed on the LAC/E32 and the Citrix server
• Able to set up an instrument method and monitor baseline through Citrix when connected to either LAC/E32
• Control panel issue does not occur when connecting to an identical system on a different LAC/E32
• Recreating the system in Empower does not resolve the issue

ENVIRONMENT

• Empower 3 Enterprise
• Citrix
• ACQUITY UPLC

CAUSE

The firewall is enabled on the LAC/E32, interfering with the driver.

FIX or WORKAROUND

1. Disable the firewall.
2. Port number 336 should not be blocked in the firewall rule.

ADDITIONAL INFORMATION

Please see article WKB29161.

To test whether port 336 is open between the Citrix server and the LAC/E, from the Citrix server, in a Windows PowerShell command, type :
tnc Name_of_the_LACE -port 336