When your Access HandiSoft Online programs are unresponsive, freeze, become locked, or you notice documents are missing within the Citrix environment, you will need to ensure you are logging out correctly.
Freezing issues in a particular program, like HandiTax, within HandiSoft Online, can also occur and require similar troubleshooting steps.
⚠️Important: Properly signing out is crucial to avoid stuck sessions and ensure smooth functionality. Improperly closing your session, such as simply closing the browser, can leave your session active and lead to issues like difficulty signing in again.
Sign out of HandiSoft Online
If there are HandiSoft programs that you can exit, save your work and close the program before proceeding with the steps below.
Click the Log Me Off icon to sign out of the Citrix environment.
If you do not see the Log Me Off icon, click the arrow in the top middle of the screen to access the toolbar.
Click Ctrl+Alt+Del in the toolbar.
Select Sign out to close out of the HandiSoft Online environment.
From the web browser, in the top right corner, click on your name or avatar, then click Sign Out.
Clear your browser cache
After signing out, clear your browser cache to remove any stored session data that may be causing issues.
Open your browser settings and navigate to the option to clear browsing data.
Select Cached images and files and Cookies and other site data, then click Clear data.
If you are using Google Chrome, follow these steps:
Open Chrome on your computer.
Click the three dots (⋮) in the top-right corner of the browser.
Navigate to More tools, then Clear browsing data.
Set the Time range to "All time."
Check the boxes for Cookies and other site data and Cached images and files.
Click Clear data.
Close and reopen Chrome.
Try logging in again via the application’s login webpage.
🤓Tip: The steps provided above are specific to Google Chrome. If you are using a different browser, refer to your browser's help documentation for guidance.
Sign back in
Once you have signed out and cleared your cache, you can sign back in to HandiSoft Online.
Close and open a new web browser.
Sign back in to HandiSoft Online.
Log back in to the required program.
Additional troubleshooting
If you are still experiencing issues, the following steps may help resolve them.
If you suspect that your session is stuck across multiple devices, visit the Access Evo website, navigate to My Account, and choose the option to sign out of all devices.
Restart your computer before attempting to sign back in.
📌Note: Always ensure that you have signed out completely before closing your browser or shutting down your computer. If issues persist after following these steps, refer to the HandiSoft Online documentation.