Users-Clear EAM Hung Sessions

Applies to: EAM v11 Functional Area: Admin

Last Reviewed: 04/13/23

Reported Issue:

Error received during login stating that attempts to launch multiple EAM instances have occurred

User frozen, locked up, logs out of EAM, logs back in and returns to same frozen screen
User logged out of EAM and cannot logged back in

Error Message Samples:

1. EAM Application

2. Citrix Receiver

Root Cause:

Users are only allowed to have one active EAM session opened at a time to avoid over writing EAM transactions. EAM log in screen hides behind other open application sessions or Hung EAM sessions

Solution:

The steps listed below provide support associates with instruction on how to have the user locate their active EAM session and end their hung sessions or contact the IT Service Desk to end their hung sessions using the Citrix Session Management Tool or contacting the Citrix Specialists

LOCATE Active EAM Sessions:

Have EAM User minimize open applications one at a time
If an active EAM session is found have the user
1. Select Logoff from the menu screen
2. Select File -> Logoff
DO NOT ALLOW THE USE OF THE “X” ON THE TOP RIGHT HAND CORNER OF EAM SCREEN
If no active EAM session is found have User attempt log off using the Citrix Receiver

CITRIX RECEIVER Hung Session Log Off:

Have EAM User right click on Citrix Receiver icon in System tray
Select About
Select Advanced
Select Connection Center
Active EAM sessions will appear under ICA Connections
1. on the left-hand side of Citrix Connection Center screen
Select Server level under ICA Connections
Select Log OFF from the Session section
1. on the right-hand side of Citrix Connection Center screen
EAM session disappears
1. all sessions under the server level will disappear
Repeat steps 6-8 to Log OFF all active EAM sessions
Select Yes to Log Off server
Select Yes to exit Windows
Have User log back into EAM
If User still receives login errors Local Support or the IT Service Desk can try using the Citrix Session Management Tool to end User Hung Session

CITRIX SESSION MANAGEMENT Tool:

Local Support or the IT Service Desk
1. use IG-EAM-ADM-010-EN Session Management Tool to end User hung sessions
3. contact Citrix System Specialist identified on the AGG-IT-500-OP-004A IT Service Catalog and Support Matrix if Citrix Session Management Tool does not clear the Users hung sessions

Related Documentation:

Location

Path

Documentation

Autokiniton Intranet Documents > EAM SOP > Functional Area Instruction Guides > IT Service Desk > IG-EAM-ADM-010-EN Session Management Tool Autokiniton Intranet Departments > Information Technology > IT Controlled Documents AGG-IT-500-OP-004A IT Service Catalog and Support Matrix Freshservice Ticket INC-14515 Stuck Citrix Session Citrix Session Management Tool Freshservice Ticket INC-73405 MLS Not Opening IT Service Catalog and Support Matrix Freshservice Ticket INC-93223 MADUS EAM v11 Error Progress DBA Backout Alert Closed Session Freshservice Ticket INC-100873 EAM Open Session Citrix Session Management Tool