From 2009 to present, I have received a number of various complaints from many Primavera Users who were connecting remotely via Citrix. In view of the growing concerns, I have consolidated the issues they’ve brought to my attention and prepared this short Tips and Tricks article hoping to assist all who are still presently stumped by the same issues.

1. Primavera Scheduling
Tips and Tricks 03-13
The Primavera “Locked User Session” and
“No Access” Issue for Users connecting Via Citrix
 Are you experiencing a very slow Primavera performance?
 Did you recently have a problem accessing Citrix?
 Is your Citrix connection giving you headache?
 Primavera application freezes and locks.
 Log in credentials failed to work.
 Etc.
One of my past and recent roles in the Oil and Gas industry is the
administration and coordination of the Major Projects and Sustaining
Primavera database and schemas. I have supported more than 150
Primavera Users (planning/scheduling professionals) working in a
concurrent environment. These Users come from all over the American
continent, some from Europe and Asia.
From 2009 to present, I have received a number of various complaints from
many of these Users who were connecting remotely via Citrix. In view of
the growing concerns, I have consolidated the issues they’ve brought to my
attention and prepared this short Tips and Tricks article hoping to assist all
who are still presently stumped by the same issues.
2013
Rufran C. Frago, P. Eng., PMP®, CCEC, PMI-RMP®
Revision 3: June 28, 2013

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
TABLE OF CONTENTS
PAGES
1.0 SITUATIONS/PROBLEM ......................................................................................... 3
2.0 RELATED TOOLS .................................................................................................... 3
3.0 DEFINITION ........................................................................................................... 3
4.0 PROBLEM ANALYSIS (PA)....................................................................................... 4
5.0 EXPLANATION/SOLUTIONS ................................................................................... 4
6.0 REFERENCES.......................................................................................................... 6
7.0 ADDITIONAL READING MATERIALS ....................................................................... 6
8.0 FOOD FOR THOUGHT............................................................................................ 6
9.0 ILLUSTRATIONS ..................................................................................................... 7
10.0 INDEX.................................................................................................................... 8

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
1.0 SITUATIONS/PROBLEM
1.1 The Primavera User was kicked out of a session. Could not get back
into the scheduling database. See Solution 1 and Solution 2.
1.2 In the Primavera concurrent work environment, the application gets
locked while User’s session remains active. Indicators: No mouse
control, No keyboard control, Print dialog window lock up, etc. See
Solution 1 and Solution 2.
1.3 Citrix Log in credentials does not work. Citrix denies access. See
Solution 2 and Solution 3.
1.4 Cannot load Citrix. Citrix log in window cannot be summoned. See
Solution 2, Solution 3, Solution 5 and Solution 6.
1.5 Primavera Log-in credentials does not work. Primavera denies access.
See Solution 4, Solution 7, and Solution 8.
2.0 RELATED TOOLS
2.1 Project Management (Primavera 6.1 SP1, 6.2, 6.7 SP1, 6.7 SP2 and
higher)
3.0 DEFINITION
3.1 The term “User” in this document is the person using the Primavera
scheduling tool. He can be the planner, the scheduler, the Project
Manager or anyone.
3.2 Locked session means that the application is not responsive to the
User’s key stroke command; e.g. screen freezes, arrow and prompt
cannot be moved, etc. This ends with the User being kicked out of the
database.

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
4.0 PROBLEM ANALYSIS (PA)
4.1 The situation above is quite common in a concurrent work
environment (shared Primavera database).
4.2 Primavera could be locked if the User unintentionally or intentionally
opened a whole bunch of project files or if the User copy, delete or
copy/paste a bunch of big project files.
4.3 It can also be the result of several Users opening several big project
files simultaneously.
4.4 A lock-up is usually indicated with a "not responding" message at the
top of the screen or/and in Task Manager Status field.
4.5 Other causes are mentioned and included in Section 5 itemized list of
solutions.
5.0 EXPLANATION/SOLUTIONS
5.1 Solution 1
5.1.1 The User experiencing this problem has to log off or
terminate the session from the database by using the Citrix
Program Neighborhood agent icon found on the bottom of
your workstation screen (Figure 1).
5.1.2 Right Click the icon.
5.1.3 If it does not work, contact your IT support help desk and
request to end your session from the Primavera scheduling
database.
5.1.4 If the system is hung or frozen for 10 minutes or more and
the User does not believe he/she caused it, state the
following when requesting for IT support. This is a Priority 1
request. Please end my session in the Primavera database,
stating the name of the database.

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
5.2 Solution 2
5.2.1 Close all open applications.
5.2.2 Shutdown or re-start (re-boot) the User’s workstation. This
should refresh and re-establish all existing basic Windows
connection and terminate the hung Primavera session.
5.3 Solution 3
5.3.1 Check if the browser version is compatible with the plug-ins
being employed by your company IT group for Citrix
connection. Close all open applications.
5.3.2 Shutdown or re-start the User’s workstation. This should
refresh and re-establish all existing basic Windows
connection and terminate the hung Primavera session.
5.4 Solution 4
5.4.1 The User might be accessing the wrong database or schema.
5.4.2 If so, switch to the right one.
5.5 Solution 5
5.5.1 Check LAN’s firewall. The User might be using a workstation
outside the standard network connection. For example: A
contractor trying to access remotely via their LAN.
5.6 Solution 6
5.6.1 The Citrix is at probably fault. This is usually temporary and
can be fixed by the local IT support helpdesk.

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
5.7 Solution 7
5.7.1 The Primavera server might be down. Unless this is fixed and
brought back to operation, there is nothing a User can do
except wait.
5.8 Solution 8
5.8.1 The User might be using a wrong Log in credential. Check for
spelling accuracy and confirm password information.
6.0 REFERENCES
6.1 Recent experience by several Users in a known Oil and Gas firm.
7.0 ADDITIONAL READING MATERIALS
7.1 Help, About Primavera, Project Management (Primavera), V6.1 SP1,
V6.1 SP2, V6.7 SP1, V6.7 SP2 and higher.
8.0 FOOD FOR THOUGHT
8.1 Run through the possible solutions that the User should do as a
possible solution before calling for IT Helpdesk. The cause of the
problem might not be as complicated as one would like to think.
8.2 Try testing hardware cable connections as a start.

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
9.0 ILLUSTRATIONS
9.1 Figure 1
Citrix Program Neighborhood agent icon
9.2 Figure 2
Right click the icon and click on connection center

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Author: Rufran C. Frago, P. Eng., PMP, CCEC, PMI-RMP
10.0 INDEX
“User”.................................................................................................................................. 3
ADDITIONAL READING MATERIALS...................................................................................... 6
DEFINITION.......................................................................................................................... 3
FOOD FOR THOUGHT........................................................................................................... 6
ILLUSTRATIONS.................................................................................................................... 7
INDEX................................................................................................................................... 8
PROBLEM ANALYSIS............................................................................................................. 4
REFERENCES ........................................................................................................................ 6
RELATED TOOLS................................................................................................................... 3
SITUATIONS/PROBLEM........................................................................................................ 3
SOLUTIONS .......................................................................................................................... 4