If you receive the error message “Cannot log on using smart card” on the sign in page for the Virtual Student Desktop/Staff Desktop, this is because your session was left open, and Citrix has automatically closed it for security reasons.

Screenshot of Citrix error message "Cannot log on using smart card. Please close your browser to protect your account."

One of your browser tabs will have displayed the message “Your session has timed out due to inactivity. Please close your browser to protect your account.”

Screenshot of "Your session has timed out due to inactivity. Please close your browser to protect your account." Citrix message.

This is because a cookie on your computer is being used to tell Citrix that you still have a session. To resolve this issue:

Option 1

You can close all of your browser windows. You should then be able to open a new session without any issues.

Option 2

If you have lots of windows open and don’t want to close your browser, you can try opening an incognito window and then try opening the Citrix site again.

Option 3

If you continue to see the same error message after you close and reopen your browser and after you have restarted your computer, your browser may be set-up to continue where you left off when you closed last by opening all of the windows you previously had open. You can either use Option 2 or change the settings as below:

Microsoft Edge

  1. Click the three dots in the top right-hand corner of the browser window, then click Settings.
  2. Click on the Settings menu (three horizontal lines) on the left-hand side, select Start, home, and new tabs.
  3. Under When Microsoft Edge starts, if the setting “Open tabs from the previous session” is selected, this will cause the issue. You will need to change it to one of the other options.

Google Chrome

  1. Click the three dots in the top right-hand corner of the browser window, then click Settings.
  2. Click on the Settings menu (three horizontal lines) on the left-hand side, select On start-up.
  3. If the setting “Continue where you left off” is selected, this will cause the issue. You will need to change it to one of the other options.

Mozilla Firefox

  1. Click the three Lines in the top right-hand corner of the browser window, then click Options.
  2. Under Startup, if the setting “Restore previous session” is selected, this will cause the issue. You will need to unselect this check box.
Last updated 11/03/2022 10.54 AM

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