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Version: Upcoming

Citrix Tool Suite

This page is intended to help clients set-up, login, and troubleshoot our Citrix Tool Suite. If you continue to experience issues after following the guidance in this page, please contact the SpiderRock Support Desk using the information at the bottom of this page.

Setup Instructions​

  1. Click on the Citrix link below to download the 2205 version of Citrix Workspace.
  2. Log into Citrix Workspace using the username and password provided by our Client Support Desk.
  3. Add the following SpiderRock account:
  4. When prompted to add an app, check the available SpiderRock apps, including the "V8 Prod Tool Launcher."
  5. Launch the V8 Prod Tool Launcher.

Note:

Both test and production accounts are accessed via the same URL. Your username will remain the same, but test accounts (T.####) will only interact with our embedded simulators.

Login Instructions​

  1. Please go to spiderrock.cloud.com, and type in your username.
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  1. Next, you will input your password. If MFA is enabled, there will be a place to input it.
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  1. Now, the V8 Tool Launcher should be seen on your screen.

Note:

There will be more, but V8 should already be starred.

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  1. You will see a Trade Tool Bar like the one below. Select the tool you wish to launch to get started.
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Troubleshooting Instructions​

This section is intended to help clients quickly resolve the most common access and display issues encountered when logging into SpiderRock tools. Most problems are related to login URLs, multi-factor authentication (MFA), or browser-specific behavior and can be resolved in a few minutes using the steps below.

Access Issues​

URL & Login Problems​

Logging in via sms.spiderrock.com and no tools appear

  • Message like “There are no apps or desktops available to you at this time” may appear.
  • sms.spiderrock.com has been deprecated.
  • Users must log in via https://spiderrock.cloud.com to access SpiderRock tools.

Error: “Target URL not found for redirect after successful login”

  • This typically occurs when a redirected Citrix URL was bookmarked instead of the main login page.
  • Solution:

Multi_Factor Authentication (MFA) Issues​

User has not set up MFA

  • MFA is required to access SpiderRock tools.
  • Contact the Client Support Desk to have MFA setup instructions sent to you.

Using the wrong MFA QR code

  • Ensure you are entering the 6-digit passcode from the correct MFA account in your authenticator app.
  • If you are unsure which QR code is current, the Client Support Desk can provide your active MFA QR code.

Entering password in both the “Password” and “Passcode” fields

  • The Password field requires your SpiderRock password.
  • The Passcode field requires the 6-digit MFA code from your authenticator app.
  • Entering your password in both fields will result in a login failure.

Citrix Errors During Login​

Error: “Failed to start. Contact your system administrator for assistance.”

  • This is often caused by a hung or stale Citrix session.
  • Contact the Client Support Desk and request:
    • Termination of any active Citrix sessions.
      • Note: This will terminate any active Citrix windows and log the user out!
    • Verification that no sessions are hung on the backend

Error: ”Try again after some time or contact your help desk.”

  • This error typically indicates the same underlying Citrix session issue as above.
  • Contact the Client Support Desk and request:
    • Termination of any active Citrix sessions.
      • Note: This will terminate any active Citrix windows and log the user out!
    • Verification that no sessions are hung on the backend.

Firewall Configuration Requirements​

To ensure reliable connectivity to Citrix Cloud, the following firewall rules must be in place.

Allowed URLs

  • spiderrock.cloud.com
  • mfa.spiderrock.net (deprecated)
  • *.nssvc.net (including all subdomains)

Allowed Ports

  • TCP/UDP: 443

Please note that these rules must allow outbound traffic. Changes may need to be implemented by your internal IT or network security team.

General Slowness and Miscellaneous Troubleshooting Steps​

Are other users at your firm experiencing a similar issue?

  • Log out of Citrix, close your browser or the Citrix Workspace App, and log in again.

If issues persist, try the following before escalating:

  • Clear your browser cache and cookies.
  • Log in using an Incognito / Private browser window.
  • Ensure your browser is fully up to date.
    • If updates are pending, update and restart your browser.
  • Try a different supported browser if available.

Display Issues​

Changing DPI Settings​

Differences in display scaling (DPI) between your system and Citrix can occasionally cause text or interface elements to appear incorrectly sized or positioned.

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To fix this:

  1. Navigate to the carrot icon on the bottom, main toolbar of your desktop, & right click on the Citrix icon.
  2. Select "Advanced Preferences" & select the "High DPI" hyperlink, here is where you should be able to change your DPI settings, depending on the Citrix Workspace version you are running.
  3. In this menu, you may need to toggle between "No" & "Let the operating system scale the resolution" to find the one that works for you.
  4. Please note, that anytime you change the DPI settings, the tools will need to be completely closed & logged off for the changes to take effect.

Symbol Viewer (SV) not rendering​

  1. Try logging out of Citrix, closing your Citrix tools, then log back in.
  2. Right click on the SV application and launch without loading auto-saved settings.
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Contact Information​

If you continue to experience issues, please contact the SpiderRock Support Desk.

When reaching out, it is helpful to include:

  • A brief description of the issue,
  • If other users at your firm are experiencing the same issue,
  • Any error messages shown, and
  • A screenshot of the issue being encountered (if relevant).

Email: cs@spiderrock.net

Phone: 312-256-9602