AMER | EMEA | APJ | Download Center | FAQ

  Frequently Asked Questions

1. How to use WTS on Mobile devices

First you have to install the latest Citrix Receiver on your mobile device. You can find it in the appropriate Store. It is for free!

We have a new portal to access our WTS landscape! Please open a browser and go to http://access.sap.com as a starting point.
From the new Access Portal, please select the region and then Office to logon to our Office environment.
Once logged on, you can click on your user on the top of the page and select 'Activate...'

For more details, please have a look at our User Documentation.

Δ Back to Top

2. ICA client

The Citrix Windows clientsoftware is available actually in version 4.1 and named as Citrix Receiver.
Please make sure to keep the client already up to date. You can get the actual one from
the Download Center inside the myWTS portal.

Δ Back to Top

3. How can I change my domain password?

After logon, you get a collection of published applications.
From the menu bar, choose "Preferences", then "Account Settings"
Click on the "Change Password" button and you will directed to change your domain password.

Δ Back to Top

4. Password Policy

In accordance with SAP's Global IT strategy for continuously improving the overall security within the organization, we are introducing a new SAP_ALL password policy. The SAP_ALL password is in use everyday and enables "D", "I" and "C" users to logon to the network from their PC/Laptops. Improving the SAP_ALL password standard is a part of many security measures that SAP is currently in the process of rolling out globally.
The new password MUST comply with the new standard described as follows:
?Must be a least 8 characters long
?Must not be a dictionary word
?Must not contain your user name or any part of your full name
?Up to 5 previously used passwords will be remembered by the system. You will not be able to reuse them.
?Must not change password within a day after the last password change.
?Must contain a mixture of the following three classes:
?Latin uppercase letters A, B, C .......Z
?Latin lowercase letters a, b, c .......z
?Westernized Arabic numerals and/or extended characters: 0, 1, 2, 3 ......9 ? ! # ...
?Expire every 180 days after each change

Δ Back to Top

5. How to use Citrix Secure Gateway?

?Select the region where you want to connect to (AMERICAS, EMEA, APJ)
?Select the environment where you want to connect to (Office or Training)
?At the Log in page, you have to provide your username (SAP_ALL user), password (SAP_ALL password) and the SecurID passcode, then click the "log in"-Button.
?At the published application screen, you can see some published applications, just click on it and you'll be connected with the system. If you are searching for project server, see the projects folder. Click on "Up" or "Top" if you want to return to the main published application screen.

Δ Back to Top

6. How does printing work on WTS?

During your logon all your local installed printers are mapped automatically to the session.
In case of any problems, please read this WTS Printing Information carefully.
Due to the design, printing could take a while. Do not cancel your Citrix ICA connection while printing, otherwise printing will be cancelled too.

Δ Back to Top

7. How can I change my Citrix session resolution?

After logon, you get a collection of published applications.
At the top of the Published Application box, you have a set of small icons.
Click on the settings icon and you'll get the settings menu. Here you can select which resolution you want to use (changes only apply to new sessions, not to existing sessions).

Δ Back to Top

8. SAP CONNECT / Flash Content can't be displayed

Citrix has implemented a new feature called HDX (High definition User Experience). Beside others HDX can redirect flash content like SAP CONNECT from the WTS to the client. If different versions of Adobe Flash Player are installed this redirect might fail.

The first time that HDX is addressed you'll get a popup (see screenshot below) asking you how to handle flash content. For all subsequent cases you won't be asked again.

In case you can't open flash content from your WTS session please run this fix: Reset HDX to the default values.

Δ Back to Top

9. Error "The requested string could not be found"

Update your Citrix Client to the latest version available in Download Center .

Δ Back to Top

10. Error "The Page cannot be displayed." or
Error "Cannot connect to the Citrix MetaFrame server." or
Error "Could not find specified Citrix MetaFrame server." or
Error "The Citrix SSL Relay name could not be resolved (SSL error 40)." or
Error "Citrix SSL server is not accepting connections."

This might be a problem with the DNS resolution or DNS forwarding of your local environment. Please add the following lines to you local hosts file (administrative rights necessary). This file can be found in your windows directory in the folder \system32\drivers\etc\
# CSG Global Settings and Region EMEA mywts.sap.com mywtstraining.sap.com mywtscsg.sap.com mywtscsg01.sap.com mywtscsg02.sap.com
# CSG for Region AMERICAS mywtsphl.sap.com mywtstrainingphl.sap.com mywtscsgphl.sap.com
# CSG for Region APJ mywtssg.sap.com mywtstrainingsg.sap.com mywtscsgsg.sap.com
# CSG for Palo Alto mywtspal.sap.com
# CSG for Business Objects csglb04.sap-ag.de
# CSG for IDES Mobile idesmobilecsg.sap.com

Δ Back to Top

11. Error "Unable to open ICA file" or
Error "ICA file not found"
Error "Could not write file to cache"

Open the Internet Explorer options via the tools menu and select General tab. In the Temporary Internet files section, please click on "Delete Files..." and "Delete Cookies...", check "Delete all offline content" and click OK. You may have to restart the Internet Explorer before it works.

Δ Back to Top

12. Error "Proxy not available" or
Error "Proxy detection failure: .PAC script HTTP download failed: Connect failure or
SSL Error 40

Open the Internet Explorer options via the tools menu and select the Connections tab, click "LAN Settings..." and check if you have configuered the correct proxy settings which is needed for your environment. In some environments it is necessary to disable the "Automatically detect settings". Please check this in all of your installed Internet Browsers, even if you only use Internet Explorer.

Δ Back to Top

13. Hotkeys / Windows Key Combinations

Determines how the mapping of certain Windows key combinations (e.g. [ALT]+[TAB] or [Ctrl]+[Shift]+[F5] in R/3) are used when
connecting to ICA sessions.
To change the feature, please select "Preferences" -> "Session Settings"

In the section "Local resources" you can now select when the Windows key combinations should apply.

Keep in mind that this applies to the Window size setting in the section above!
If "Seamless" is selected (default value) the session comes up as a 95% window size.

- When On the local computer is set, the key combinations apply to the local desktop
- When On the remote server is set, the key combinations apply to the ICA Session when the Sessionwindow has the keyboard focus
- When In full screen mode only is set, the key combinations apply to the ICA Session in full screen mode (default setting)

Note: Citrix client full screen toggle is set to the hotkey CTRL+F12, because the default hotkey SHIFT+F2 is used by other applications on the WTS side.

Δ Back to Top

14. SSL Error 59: The server sent a security certificate identifying ...

SSL Error 59: The server sent a security certificate identifying '155.56.66.*', the SSL connections were to 'mywts*.sap.com'

If you're connecting through a proxy server, please make sure that both targets are allowed '155.56.66.*' and 'mywts*.sap.com'. Please ask your local IT department if this rules are valid on the proxy server.

In addition to that please upgrade your ICA Client to the latest version available in our Download Center.

Δ Back to Top

15. SSL Error 61: You have not chosen to trust the issuer of the server's Certificate...

Please go to the Download Center and click the links to install the TC Trust Center and VeriSign certificates. PLEASE INSTALL ALL CERTIFICATES!

Select Open...

and click on "Install Certificate..."
In the upcoming wizard please click on Next -> Next -> Finish to install the certificate.
To import the Certificates into Firefox just click the link in the Download Center.
In the Download Certificate dialog, please check the box "Trust this CA to identify web sites." and click OK.

Δ Back to Top

16. Error "Certificate not yet valid" (SSL Error 68) or
Error "Certificate - Time - Check System Time" (SSL Error 70)"

Check your local System time and date.

Δ Back to Top

17. Error "There is no Citrix SSL server configured on the specified address." or
Error "No route to specified subnet address"

If you are using an SAP device with an standard image, please go to: IE -> Tools -> Internet Options -> Connections -> LAN Settings... and disable "bypass proxy server for local addresses".

please also remove proxy exceptions, when on customer side!

This setting may be reenabled when you work within SAP network.

Δ Back to Top

18. When I click on the published application I only have the choice to save it.

Open the Internet Explorer options via the tools menu and select the Advanced tab. Then uncheck "Do not save encrypted pages to disk" in the Security section and click OK. You may have to restart the Internet Explorer before it works.

Δ Back to Top

19. Logon to WTS: Window close without any error message
Error "Your terminal services temporary client license will expire..." or
"The remote session was disconnected
because there are no Terminal Server License Servers available to provide a license..."

Please execute this Script to fix the issue.

Δ Back to Top

20. WARNING comes up: Your home drive is already in use!
Probably same Hostnames connecting to Trainings WTS

When you logon to the Training WTS you receive a WARNING popup which says that your clientname is already logged on.
This happens when you image your training PCs and have a Citrix ICA Client installed which is lower than version 9.x
or if you have due to other reasons a wrong hostname in one registry key.
You can resolve this problem in three ways (You must be an administrator of the PC to perform the changes):
1. Change the hostname on the PC to a different one. If already changed, please refer to step 2.
2. Check the registry on the client PC to match the entry
"HKEY_LOCAL_MACHINE\Software\Citrix\ICA Client\ClientName" to the Hostname of the PC or run this script.
Windows 7 Registry Key: "HKEY_LOCAL_MACHINE\Software\Wow6432Node\Citrix\ICA Client\ClientName" or use script above.
Please reboot the PC after the change to make this setting active for the next WTS session.
3. Install the newest Citrix ICA Client from here
Make sure to uninstall the old client before.

Δ Back to Top

21. Java Client - Issues: SSL/TLS Error or similar (You have not chosen to trust)...

?Other Operating Systems Or Sun JRE :
  You’ll need to manually import the TC-trust certificate into Java JRE via the keytool command. (Admin account needed!)

  HowTo manually import the certificate:
  Where ‘c:\Program Files\Java\j2re1.4.2_01\?is your JRE directory
  this can be also /opt/blackdown-jre-1.4.2_x/ or similar on linux or unix.
  #>cd “c:\Program Files\Java\j2re1.4.2_01\bin?/b>
  #>keytool -import -trustcacerts -alias myrootcert -file c:\bin\rootcert.cer –keystore c:\Program Files\Java\j2re1.4.2_01\lib\security\cacerts
  The keystore parameter is mandatory!
  Default password for the Sun Java keystore is "changeit".

Δ Back to Top

22. Mac OS X - How to install the Citrix Online Plugin

Please follow this document to install the Citrix Online Plug In on a Mac.

Δ Back to Top

23. Mac OS X - How to use WTS with Snow Leopard and Safari 5.0 (does not apply to Safari 5.1 and newer)

If you are using Safari 5.1 or newer you should not have to make any modifications to allow the Citrix Online Plug In to function properly. If you are using an older version, please upgrade or follow this documentation to configure Safari to run in 32-bit mode.

Δ Back to Top

24. Mac OS X or Linux with local Citrix Client Installation "SSL Error: You have not choosen to trust..."

Please follow this documentation to Trust the Certificates on Mac OS X.
If there are after the certificates installation more issues with failed logins (SSL errors) try the following with the certificates:
From the terminal run
sudo mkdir /Library/Application\ Support/Citrix/keystore
sudo mkdir /Library/Application\ Support/Citrix/keystore/cacerts
... then copy the certificates to this location using Finder.

Δ Back to Top

25. Lock Citrix Session

If your local logon is the same as the WTS logon, which is only possible using a SAP computer (e.g. in your office or your SAP Laptop):
If you want to lock your Citrix session, please lock the complete PC not just one application (the Citrix session itself), as only locking the Citrix session is NOT secure because of the Pass Through feature!
If your local logon is different from the WTS logon, e.g. at home or using a computer provided by the customer:
You should lock your WTS/Citrix session as others may be able to unlock the local computer.
You can lock the session via Start -> Windows Security... (or in the Classic Start Menu: Start -> Settings -> Windows Security...) -> "Lock Computer" or by the Hotkey combination [right Alt]+[Del] and then clicking on "Lock Computer".

Δ Back to Top

26. Session terminates regularly (e.g. every 5 minutes)

When you connect from a customer it can happen that your Citrix session is terminated on regular basis.
In this case, please ask your local IT to check the Firewall/Proxy settings if it is set to cut off internet connection regularly to prevent users from watching video streams or listening to webradio.
To have a stable Citrix session https (port 443) streaming must be possible.

Δ Back to Top

27. How to use WTS via Linux

Please make sure you have the latest version of your Linux distribution, the latest Version of the Mozilla browser and the latest version of the ICA Client installed.
Please follow these instructions to have it working.

Δ Back to Top

28. Citrix startup window doesn't get beyond "Negotiating Capabilities..."

If you are running on Windows Vista or Windows 7 with User Account Control (UAC) enabled, please disable it, reboot your Computer and try connecting again.
For extended description how to disable the UAC access the Windows Help ( Press 'F1') and search for UAC. You will get help how to turn off/on the UAC.
Note: UAC can help you prevent unauthorized changes to your computer - Don't forget to turn it back on as soon as possible!

Δ Back to Top

29. After the ICA session has opened it hangs immediately

This happens when your local system has printers installed that are not compatible with the Citrix Universal printer driver.
To resolve this problem, please uninstall the local printers one by one starting with the most recently installed.

Δ Back to Top

30. Session disconnects after Web Interface page times out or
No second session possible when using Citrix Client of version 11.2

In the above cases you have to set the Web Interface to use the Native Client exclusively.
Please follow this documentation to change the setting to the Native Client

Δ Back to Top

31. Successfully logged on the web interface, no application opens after clicking on it.

If you are logged on successfully on mywts portal and when you click on a published application you could just see a quick flashing popup, please,
check your browser version from our Download Center. If "x64Bits browser" is shown on the first lines, please use a x32Bits browser.

Δ Back to Top

32. Bring the Progressbar to the foreground-only related to Citrix Receiver for Windows 4.1

Change a registry setting to bring the progress bar to the foreground.
Please execute this Script to do the change.

Δ Back to Top

Copyright/Trademark | Privacy | Impressum