Hi all,
Are any other RAMP users having issues typing into Tessitura?
We've been experiencing issues for a couple weeks now where some users cannot type anything into any search fields or there is a massive delay while typing or copying and pasting into these fields. For me, I am experiencing these issues in the pricing layers.
We currently have a ticket open but I wanted to learn if anyone else who is hosted on RAMP is having the same issue and if it is ongoing or if it was resolved?
- Chris
Hi Chris!
I wanted to check in and see how this is going for you, and if this issue had been resolved for you. Ours improved drastically, but we're still experiencing it, and now it seems to be getting a little worse again. I was going to follow up on the ticket that I had open with Tessitura.
Thanks!
It's still not working.
Chris, are you using Citrix RECEIVER or Citrix WORKSPACE app and what version?
Citrix RECEIVER. I just upgraded to the latest version the other day.
According to Citrix's website, Citrix WORKSPACE has replaced RECIEVER. It says Workspace is fully backwards compatible with Receiver.
https://docs.citrix.com/en-us/receiver/windows/current-release.html
However, we still have users using Receiver versions between 4.6 and 4.12. Only a few are having the issue intermittently.
Tessitura told us Receiver versions >= 4.2 should work. But, as you know, some are having issues.
I just wanted to let you know you could try upgrading to the Citrix Workspace app.
Hi Chris,
We are glad to help you get to the bottom of this. I have opened a TASK ticket for you to address this issue. Please stand by for an update.
Thank you,
Kayleb
We have Windows 7 and 10 machines experiencing the same issues with RAMP. The problem presents itself as not being able to type in any fields and to fix you have to close and re-open Tessitura. We are using the latest Citrix Receiver version. Does anyone have suggestions as to how to fix this?
Using Citrix Workspace 19.3.0.21 (on Mac)
We have seen:
I think there are some other cases as well.
Hi Tom,
Christopher Short, Support Manager here.
We've taken the liberty of submitting a TASk ticket on your behalf to address this issue. We thank you for your patience and understanding as we continue actively pursing a resolution for this with Citrix and hope to have this resolved sooner than later.
We encourage anyone who is experiencing this behavior to submit a TASK ticket so that we can work with you to resolve these issues as quickly as possible.
At this stage there are a couple of items that you can check, such as the scaling on the affected workstations to confirm that it is set to 100% or less. Please also check the resolution on those screens and confirm that it is set to 1920x1280 or less.
Some users have indicated that instead of clicking on the Tessitura window itself to bring it back to the forefront that they've been able to have greater success by clicking on the Tessitura icon in the Start Toolbar. Though it is fair to point out that this has not held true for all affected users.
If the issues persist there are a few additional troubleshooting steps that the team will work through you with in the TASK ticket. Please stand by for an update.
Thank you,Short
We thought for a while that this was related to getting on the latest version of the client on Macintosh. However, that has not fully resolved the issue. One of the support team members did some cleaning out of the configuration files on my account which may have helped. However, my problems are back again.
In our case key causes of the problem are turning out to be switching from 1 monitor to 2 monitors and back on a laptop without first fully shutting down Tessirutra RAMP. It's almost like the citrix window positioning is way to sticky for our scenario. Where I could imagine that this window position stickiness is a feature for some others who don't change there setup as often.
Basically the same thing here. It is like Windows is not fully recognizing that you have selected the Tessitura application as the application on which you are working. It clearly has selected it partially, because if I keep typing, it does not keep typing in, for example, Word or Notepad if those were the previous applications I was using. However, it will often not start typing in Tessitura until I go to the taskbar at the bottom, and intentionally select the Tessitura application rather than just clicking in the application window itself.
Irritating, yet now that I know how to solve the issue, at least less of a true issue.