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Virtual Cloud - Start up fixes & how to resolve frozen sessions

When you sign in to Virtual Cloud through Citrix, you'll see two icons: Amazing Charts and Logoff - Cloud Session Reset.

If you click Amazing Charts and it doesn't load, or it stops responding while you're working, one of the two fixes below will usually get you back in. Start with Fix 1. It takes less than a minute.

Before you begin

Applies to Practices using Amazing Charts in Virtual Cloud (signed in through Citrix)
Time needed About 1 minute for Fix 1, 2 to 3 minutes for Fix 2
Access required Your normal Citrix sign-in. No administrator access needed.
Heads up Clearing cookies (Fix 2) signs you out of most websites in that browser, including Citrix. Have your passwords handy before you start.

Which fix do I need?

What's happening What to try
Amazing Charts won't open Fix 1 (reset your cloud session). If that doesn't work, Fix 2 (clear your browser's cache and cookies).
Amazing Charts is frozen or not responding Reset your cloud session. See Fixing a frozen session near the end of this article.

Fix 1: Reset your cloud session

1

Click Logoff - Cloud Session Reset

On your Citrix home screen, click the Logoff - Cloud Session Reset icon. It sits right next to the Amazing Charts icon.

Logoff - Cloud Session Reset icon on the Citrix home screen
2

Let the black window finish on its own

A black command window titled C:\WINDOWS\system32\cmd.exe opens with the message "Standby, you are now logging out. This will close Amazing Charts and reset your cloud seat."

Don't click anything or close the window. It closes by itself when the reset is done.

Command window showing the cloud session reset message
3

Wait 10 seconds, then open Amazing Charts

After the window closes, wait about 10 seconds. Then click the Amazing Charts icon to open it again.

Still won't open? Move on to Fix 2.

Fix 2: Clear your browser's cache and cookies

Your web browser saves bits of website data to load pages faster. Sometimes that saved data gets out of date and stops Amazing Charts from starting. Clearing it gives Citrix a fresh start. Follow the steps for the browser you use to open Citrix: Google Chrome or Microsoft Edge.

Google Chrome

1

Open the Chrome menu

In the upper-right corner of Chrome, click the three dots. From the menu, click Delete browsing data...

Shortcut: press Ctrl + Shift + Delete.

Chrome menu with the three dots and Delete browsing data highlighted
2

Choose All time and delete

In the Delete browsing data window:

  • Click All time at the top.
  • Make sure Cookies and other site data and Cached images and files are checked. The other boxes are optional.
  • Click Delete from this device.
Chrome Delete browsing data window with All time, cookies, cached files, and Delete from this device highlighted

Microsoft Edge

1

Open the Edge menu

In the upper-right corner of Edge, click the three dots. From the menu, click Delete browsing data.

Shortcut: press Ctrl + Shift + Delete.

Edge menu with the three dots and Delete browsing data highlighted
2

Choose All time and clear

In the Delete browsing data window:

  • Under Time range, choose All time.
  • Make sure Cookies and other site data and Cached images and files are checked. You may need to scroll the list to see both.
  • Click Clear now.
Edge Delete browsing data window with All time, cookies, cached files, and Clear now highlighted
Signed in to Edge? Edge may tell you this clears data on all your synced devices. That's fine for this fix. If you'd rather clear only this computer, click sign out first in that same window.
After clearing: sign back in to Citrix and click Amazing Charts to open it again.

Fixing a frozen session

If Amazing Charts stops responding while you're using it, reset your cloud session. This is the same reset as Fix 1.

  1. Go back to your Citrix home screen in your web browser and click Logoff - Cloud Session Reset.
  2. A black command window opens. Don't click anything. It closes by itself when it's done.
  3. Wait about 10 seconds, then click Amazing Charts to open it again.
Unsaved work: The reset closes Amazing Charts. Anything you hadn't saved before it froze may need to be entered again.
Need more help?

Still having trouble?

If neither fix gets Amazing Charts running, our support team can help.

📞 866-382-5932, option 1
✉️ techsupport@amazingcharts.com