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What to do when Tessitura wont let you log in.

You will eventually find yourself in the on the Citrix login page and it wont let you login even though you know you have entered your username and password correct 10 times.

One of these solutions will probably fix this, ranked by most useful

1) Maximize Tessitura App

- Sometimes Tessitura shows up in your task bar but you can see or open the app on the screen.

- Shift - Right click on the Icon and chose maximize

2) Clear the cache on your browser.

- remove all saved passwords, history, cookies,etc.

- In Edge go to settings - privacy and services - clear browsing data

- In Chrome go to settings - privacy and security - clear browsing data

- In Firefox - go to setting -Privacy and Security - Cookies and Site Data Section - clear Data

3) Check if your Tessitura password has expired. This can easily happen without you noticing.

You can:

a. Reset your password by using the Tessitura Service Portal

- go to https://selfservice.tnhs.cloud/

- choose the forgot password option

b. Call IT and have them check and send you a password

4) Close all your open session of Tessitura

- sometimes, if you change workstations and if you dont close a session properly (using Exit),

Tessitura cant open properly on the new computer

You can close all your open sessions:

- go to the self service portal: https://selfservice.tnhs.cloud/

- login using your Tessitura username, passsword and 2fa

- find all your open sessions and end them. Keep choosing End Session until all your sessions are closed

5) Re sync your 2fa app - sometimes the timing on the codes gets out of sync

You can:

a. Close the app on your phone or computer completely and reopen it again

6) Reset Citrix Workspace - this works if you have a Tessitura Icon in your task bar that says Tessitura is running, but there is no open Tessitura window. Of this does not work try the next one.

- Find the Citrix Icon in your system tray, right click on it, choose advanced preferences

- In the window that opens choose Reset Citrix Workspace. This will reset all your preferences.

7) Change your DPI - this works if you have a Tessitura Icon in your task bar that says Tessitura is running, but there is no open Tessitura window.

- Find the Citrix Icon in your system tray, right click on it, choose advanced preferences

- In the widow that opens choose High DPI

- Select YES to scale the session for high resolution

- Restart Tessitura

8) Bring it back onto the screen - try this if the Tessitura icon is on your task bar but it is not open on any of your screens

Click on the Tessitura icon in the taskbar
Press ALT+<spacebar> together, then release and press m. You are now in Move mode.
Press one of the four directional arrow keys (up, down, right, or left) repeatedly to move the application window back to the visible area of your desktop. Using the arrow key will also pin Tessitura to the mouse and you can move Tessitura to an active screen with the mouse.
When you can see the application window again (or at least the top left section of the title bar), press <enter> to exit Move mode.

9) If you see this error message

Do step #2 and clear your cache.

Creation date: 4/16/2023 4:47 PM Updated: 9/13/2023 1:54 PM

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