Stellar FAQs

1. If you have not done so already, download and install the latest version of the Citrix Receiver or Citrix Workspace from https://www.citrix.com/products/receiver/

2. Open your preferred web browser and enter https://go.stellar.aero into the address bar.

3.Login with your email address and password. You should then be able to see the FOS applications.

Reset Password

Proceed to the Stellar Cloud Portal at go.stellar.aero

Click the "Forgot Password" link under the Log On button

[email protected]

Enter your user name (user name is your full email address)

If utilizing the email link option, please wait for an automated email to arrive from the password reset program and follow the on screen instructions.

Options can be updated, just emailand have the support team send the password reset utility login to update your verification options

If answering questions, answering a question properly allows for a password change. Passwords must conform to certain criteria, listed on page. When all green check marks are present, click on "Reset Password"

Change Password

When you receive notice that your password will expire, you should take proactive steps to update the password so that there is no interruption in your workflow.

To update the password manually, select your user name in the top right corner of Stellar Cloud

Select continue to acknowledge that you will need to log back in with your new password in order to launch your hosted applications.

Input your old password and update a new password

When enrolling in password reset for Stellar Cloud, the login page may display a never-ending loading icon.

If this happens, select the icon in the address bar and press the "Load Unsafe Script" link to allow the page to fully load.

To install Citrix Receiver for Windows

In a web browser, navigate to https://go.stellar.aero and select the "Click Here to Download Citrix Receiver" link.

https://go.stellar.aero

This will open a new window. Click Download Receiver for the OS you are using

(Recommended Citrix Version: 19.0.4.1)

Select the check box to agree to the Citrix License Agreement and then click Continue:

When prompted, run the CitrixReceiver.exe file.

Note: The message may vary depending on the web browser you're using.

Click Install.

Upon completion you may see this pop up.

We recommend closing that window and logging in through a browser. You can just X out of that screen and open your preferred browser.

Once there please visit and bookmark the following url:

1) Go to this URL - https://foswebapps.stellar.aero/passwordreset/showLogin.cc

or if you are using FOS for the first time, you will be forced to enroll when you click on the FOS app and then click "Enroll".

2) Sign in with your email address and password for Stellar Cloud.

3) The default method of resetting passwords is using a Verification code. Enter the email address(es) you like to register to have a code sent to you. We suggest at least 2 email addresses.

3a) (Optional) You can also use security questions to change your password. You will be asked to pick 3 questions (or make up your own questions) then provide an answer and click Enroll.

4) You are done. Just click "No".

**OF NOTE: It may be necessary to have in-house IT/Apple Genius/Apple Tech Support assist as security protocols which may/may not be enabled on your device can impact this error.

Download the certificates attached to this article, there are two

Installing the Certificates:

1. Go to the folder where you downloaded the certificates and double click on the first certificate file. This will open the Add Certificates dialogue window.

Select the Keychain (login)Click on Add.

This will bring up the Keychain Access screen.

Double click on the COMODO certificate that was just installed.This will bring up the following window:Open the Trust section and make sure the option Always Trust is selected for the first option When using the certificate.

Note: This will automatically change the subsequent options to "Always Trust." Go ahead and leave those as they are.

Close the window by clicking on the red dot at the top left.When prompted, enter in your system password and click Update Settings.

Repeat steps 1-8 for the second certificate.Once both certificates have been added and trusted, you may close out of the Keychain Access window and launch items from the Cloud portal.

To install Receiver for Mac

1. Open your browser to https://www.citrix.com/downloads/citrix-receiver/mac/receiver-for-mac-latest.htmlhttp://receiver.citrix.com/

**We recommend utilizing Citrix Receiver for MAC at this time. We also suggest downloading directly from the Citrix website and NOT from the app store.

2. Click the Download Citrix Receiver for Mac OS.

3. Open the Downloads folder in Finder and click on CitrixReceiver.dmg file.

4. Select Install Citrix Receiver at the Citrix Receiver dialogue page.

5.Click Continue on the Introduction page.

6.On the License page, click Continue.

7.Click Agree to accept the terms of the License Agreement.

8.Enter the administrator account details and select Install Software.

9.Click Cancel at the Enter your work email or server address page.

Click Close to the Installation was successful page.

If you are experiencing this issue, please right-click on your Citrix Receiver icon:

If you are having trouble locating this icon, it can be at the bottom of your windows screen within the ^ icon of your toolbar.

Select Advanced Preferences and then select the High DPI option from the list:

In the Scale the session for the high-resolution screen, please try the 'No, use native resolution' or the 'yes' depending on your individual computer settings.

If Workspace is installed, this is the process to uninstall Citrix Workspace for MAC:

**Of Note. Do not install the app from the APP Store, this causes apps to automatically update and, in this case, this is not desired**

1) Citrix Workspace must be uninstalled using the installer package for MAC. Moving the app to the trash does not sufficiently remove the app.**If no uninstall package is found, one must be downloaded. Download the install package and choose to uninstall from the choices. https://www.citrix.com/downloads/workspace-app/mac/

https://www.citrix.com/downloads/citrix-receiver/mac/receiver-for-mac-latest.html

The computer MUST be rebooted after the uninstall is complete.

2) Install the latest CITRIX RECEIVER for MAC. v12.9.1

Once installed, do not add an email or work account into the app itself, close out of this prompt.

3) Open the Citrix Receiver App, go to menu, preferences

Proceed to file access, and ensure that the read and write radio button is checked.

4) Exit out of the app and log in as normal through go.stellar.aero **Remember to not add an account if the app prompts, cancel out of the prompt

The symptom is that icons in the Citrix browser window will appear unresponsive and applications will not launch. This issue may be introduced after your browser updates itself, or when you use a new browser for the first time.These are known issues with the following browsers Firefox, Chrome, and Safari. Please follow the fix below for the correct browser

Chromefix:

From your desktop, navigate to your default downloads folder

Scroll and find "launch.ica", right click, open with, select "Citrix Connection Manager"

Click Ok

MozillaFirefoxfix:

In the browser bar of Firefox, type "about:addons" without quotations

Click on plugins

Scroll and find "Citrix ICA Client", "Citrix Receiver" or "Citrix Online Plug-in"

On the right, click the drop down menu and click "Always Activate"

Exit Firefox and reopen it to log into Citrix

Safarifix:

Open Safari and click Safari on your top menu bar

Click Preferences

Click on the Security tab

Next to "Internet plug-ins" click "Website Settings"

Select the "Citrix ICA Client" plug-in, "Citrix Receiver Plug-in" or "Citrix Online Plug-in"

Under Configured Websites, change the dropdown to "Allow Always"

Hit Done, exit Safari and reopen it to log into Citrix

Another workaround can be to use another browser.

Reset the Citrix Receiver/Workspace:

Navigate to your taskbar and locate the Citrix Receiver/Workspace icon click here

Right click on the icon, select "Advanced Preferences"

Select "Reset Receiver/Workspace"

When prompted, select "Yes, reset receiver

**of note. The Citrix App may ask you to add an account when it is reset, this is not necessary. Please cancel out of this prompt and log in as normal.

NOTE:an unresponsive icon may also be a symptom of a disconnected Citrix session. If the above does not resolve your problem,to see if what you are experiencing is a disconnected session, and how to fix it.

By default, the Citrix client (Receiver) is allowed access to locally connected devices, like printers. But if these settings change it will affect your ability to print. Here's how to check (and correct) these settings.

1. Right click the Citrix Receiver Icon in the bottom right system tray, near the clock. (The icons may need to be expanded out.) Click Advanced Preferences.

2. Click on Connection Center

3.In the right-hand column, select Preferences:

4. Under the File Access tab, select "Read and write". Then click Apply.

To access the main FOS application on your iPad follow the below instructions.

Open the device app store and search for "Citrix Receiver'.

Install the application onto your device. If you have not done so already you may need to create an account with the device manufacturer.

Launch the Citrix Receiver Application

Select the Add Account button and input the Stellar Cloud address that you have been issued

Launch the saved applicaiton

Log into your FOS app as you would on the desktop

***PLEASE NOTE*** -The video does refer to the "D Drive" data folder. Some customers have a "U Drive" data folder. The process is exactly the same. Only the drive letters are different.

Summary:

Periodically, customers will have issues sending or receiving emails from FOS, when they appear to have been sent properly.

Issue:

[This sender failed our fraud detection checks and may not be who they appear to be. Learn about spoofing at http://aka.ms/LearnAboutSpoofing ]

This issue is most commonly caused by a SPF, or Sender Policy Framework. In a nutshell, SPF identifies which email servers are allowed to send on behalf of a domain, such as FlightApps.com or your company's domain. When you are sending an email from FOS, your company's email server may block the message if it is being sent from your address.

Solution:

Your organization may have a policy in place to prevent emails sent from an external address, marked as coming from internally, to be received. In the past you may have worked around this by making a [email protected] address be the sender in your FOS setup.

Stellar Cloud now lets you add our domain to your company email records so that you can send emails from your hosted FOS to yourself and not get blocked. This same setting can be added to your interface manager emails so that replies to them are directed to the correct group.

First you will need to contact your company IT department and ask them to add the following to their SPF records:

The following record needs to be added to DNS:

'include:_spf.stellar.aero'

Once your IT department has confirmed the above is setup, you can complete the process in your FOS application.

Open company settings and select the primary company:

Now you may update other records in FOS to send from your company email domains:

Company Default Email:

FOS User Email:

This is how Salesforce and other applications can send emails from customer's domains.

You may receive the pop up error below when trying to print a report

Solution:

Login to the main menu and select the Admin tab

Click the Report Setup icon.

On the top you will see a button "Reset Crystal & Printers", click this

Log out of FOS.

On the local machine toggle the default printer to another option such as Microsoft XPS and then back to the original default settings

Log back into Citrix and FOS and check if you still get the message.

Note: You may need to restart your local machine to correct this as well

Quit out of any active apps whose windows you do not want to resize

Head to System Preferences from the Apple menu and choose Displays

Choose the Display tab and check the Scaled box next to Resolution to reveal all screen resolutions available for the Mac display(s)

Select a smaller size resolution and confirm you want to switch to the scaled resolution

The screen resolution changes and all active windows are resized to fit onto the smaller resolution, and also pulled back onto the display to reveal the window titlebars again

Now go back to Display > Resolution > Scaled > and choose the normal resolution for the screen (or optionally just choose the Best for built-in display option

Exit out of System Preferences and enjoy access to your windows again

The resolution trick always works, but because it resizes all active app windows it can be a little frustrating if you have a carefully crafted window arrangement.

To sign out of the ARINC FOS mobile application

Navigate to the Settings page of the application by selecting the Settings button at the bottom of the window.

Press the Sign Out link in the Application Settings section of the Settings page

Select Sign Out from the dialog box that opens

To sign into the ARINC FOS mobile application

Select Login from the Home Page

Log in with your Flight Manager credentials. Your Username will be your email address. If you do not remember your password, enter your email address in the Username field and select the Forgot Password? link on the sign in page. A new password will be emailed to you.

Microsoft / Office365 / Outlook / Live / Hotmail will sometimes add a warning message, like the following, on emails from your mailing list.

[This sender failed ourfrauddetection checks and may not be who they appear to be. Learn about spoofing at ...]

The message is placed at the top of the email. It does not block the email, but it may confuse the recipient.

You can disable the messages by following the steps below.

1. Navigate to the Exchange Admin Center

2. Navigate to the "mail flow" section

3. Add a new rule

4. Select "Bypass spam filtering..."

5. Name the rule "stellar.aero" (without quotes) and select from the "Apply this rule if..." dropdown, the "The sender..." -> "domain is" rule.

6. Add the domain "stellar.aero" (without quotes)

7. You should see the domain added to the list and click "OK".

8. Ensure the "Apply this rule if..." is set to the rule that was just created.

8a. Select "Header or envelope" from the "Match sender address in message:" dropdown.

9. Ensure the "Do the following..." section is set to "Set the spam confidence level (SCL) to..." -> "Bypass spam filtering"

10. Ensure the rule has been added with the appropriate settings that were just set.

Flight Manager

If using the Flight Manager iPad application, update the highlighted fields in the settings menu. The flightapps.com part of the Host URL needs to be updated to stellar.aero. The other parts of the URL need to remain the same. You must then log out, close and reopen the app, and then log back in.

https://stellar.zendesk.com/hc/en-us/articles/360000238506

ARINC FOS Mobile

If using the newer ARINC FOS mobile application, logging out and back in SHOULD connect to the correct server. Please follow these instructions to log out.

If not, update the URL as highlighted in the settings > user account menu. The flightapps.com part of the Host URL needs to be updated to stellar.aero. The other parts of the URL need to remain the same.

NOTE: These instructions are to be used to test your new Stellar Cloud environment in preparation for your scheduled migration.

While Stellar undergoes great lengths to test your hosted applications are working as they should, we are not able to test certain functions that are unique to your working environment.

Once logged in, please verify that your environment performs as expected. Please complete all of the steps listed below to ensure a smooth migration.

Please note, we do know that there are many ways to perform the actions listed below. The instructions should be used as a guide and inform you of the items we ask that you test. Please perform the tasks as you normally would to ensure you can perform everyday basic functions.

1. Edit a standard FOS report (e.g cts.rpt named Crew Trip Schedule).

2. Set the report to print to window and email to your company email address, be sure to check the Email To option. Save the report setup.

3.From the schedule board right click on any trip and choose Reports Selected Trip.

4. Print the report to screen.

5. From the print preview screen:

a. Save as PDF

i. Documents folder

ii. Local hard drive

6. Print to paper

To set up FOS Auto Login, the user is required to login to FOS and enter the username and password at least once for the password to set in the windows profile. This can be done by launching FOS and filling the fields of 'User ID' and 'Password'.

If the user is unable to retrieve their password to successfully log into FOS, the FOS Administrator can update the user's password. The FOS Administrator can launch FOS, navigate to 'Users' under the 'Admin' tab and click on the user that needs setting up. Within the User Data, enter the password into the password field as shown in the image below. Make sure that the 'Windows' radio button is checked under 'Authentication Required' and the 'Windows User' field is filled out with the user's windows username as shown in the image below.

Once these steps are followed and completed, FOS Auto Login should be set.

Guide to setting up FOS Email alerts.

Crew Training items:

FOS will send individual training item emails to the crew member when the item is 30 days due. To activate the option open Company Data and select the Crew Training option in Email Alerts.

Ensure the crew member has a valid email address in the personnel profile

FOS Users (Non-Crew Member):

FOS User accounts can also receive emailed alerts for various events in the system. To allow a user account to receive alerts ensure the following have been performed:

Open company data and select the FOS Users item in Email Alerts:

Open the user profile and navigate to the alerts tab and activate the items the user would like to receive alerts for:

Example

For a non-Crew Member to receive training item alerts change the Training Items option to either Flight Restrictive or All. Training Item alerts can be further filtered by selecting a Training Item Type in the drop down.

To prevent an individual training item from ever sending alerts to either a crew member or a user, disable the email alert option in the training item:

Windows:

Your keyboard should have a button labeled one of the following: Prnt Scrn, Print Screen, Prt Sc or some combination depending on the manufacturer. When this button is pressed your computer will capture everything on all screens and copy to your temporary clipboard.

Alternatively, you can use the built in Windows Snipping Tool to take a capture of a smaller selection of the screen.

To send the capture in an email, open your email program and right click in the body of the message, select Paste (ctrl + v) from the right click menu options.

Mac:

Press the keyboard combination Shift + Command + 4. This will turn the mouse cursor into cross hairs and you will click and drag a selection box over the area of the screen to capture. Once selected an image of the selected area will be saved to the desktop.

To send the screenshot in an email, open your email program and attach the image that was saved to your desktop.

iPhone/iPad:

At the same time press the power button and the home button on your device. An image of the current screen will be save to your devices images folder.

To send the capture in an email, open your email program and attach the image that was saved.

Android:

At the same press the power button and the volume down button on your device. An image of the current screen will be saved to you devices images folder.

To send the capture in an email, open your email program and attach the image that was saved.

After being disconnected from FOS users may encounter an unresponsive or stuck application when attempting to log back in.

*Before using Task Manager (Windows PC) to end Citrix and related processes or rebooting your machine, follow the steps below to close the session and have the ability to get back into the application immediately.Symptoms of this might look like:

black screen when launching a Hosted Application

the "starting" window of Citrix will hang then disappear

FOS is frozen

FOS abruptly closes immediately after it starts

Manually disconnect your account by following the below instructions:On Windows machines:For Citrix Receiver version 4.2 and higher:

Locate the Citrix icon in your system tray (found near the date and time on your display]

Right-click the icon and select Connection Center

Single click to highlight the application server name next to the folder icon under the Active heading

Click the Log Off button

Follow the prompts to force log off the session

Close the Citrix Connection Center

Launch the Hosted Application again

On a Mac machine:

Open Activity Monitor from the Utilities folder. The Utilities folder may be access via Launchpad, searching by name in Finder, or from the Finder menu bar, Go > Utilities > Activity Monitor

Highlight the Citrix application icon

Click the Quit Process button (red or gray stop sign)

-OR-

Switch to another application, such as Finder, then from the Apple logo icon, select Force Quit and select the Citrix application.

Receiver Clean-Up Utility

The Receiver Clean-Up utility is designed to assist with the following scenarios:

When errors occur during upgrade from an earlier version of Receiver or Online Plug-in

When unexpected behavior or performance is experienced after upgrade from an earlier Receiver or Online Plug-in

If Receiver upgrade is not possible due to feature incompatibility and/or a clean uninstall is required

A clean uninstall of the Receiver from that computer

Download the cleanup utility from the following site.

https://app.box.com/s/ewj8od3biveumjvbg7fb5h8j8xx6ixfk

Navigate to the downloadedutility and run the Receiver Clean-Up Utility with administrator privileges (by right clicking your mouse and selecting run as admin).

A new window will open, follow the prompted instructions to remove the Receiver.

NOTE: In order to improve the Citrix Receiver experience, users will be prompted to select Y or N to upload the Receiver Clean-Up utility logs to Citrix. Please be sure to click OK to accept the Data Collection and Privacy policy.

Uninstalling Receiver Clean-Up Utility

Delete the downloaded executable and config.xml files from the current directory, and if desired delete the files in the ReceiverLogs folder.

After logging into the portal and launching FOS the application begins to flicker.

Solution 1:

1. Adjusting the resolution settings of the local machines monitors. This can occur if using multiple monitors or connected to a docking station

2. While logged into theportal, select settings, and adjust the Window Size from Seamless to a specific resolution option. Once this is complete the user must log out of Citrix for the setting to take affect.

Solution 2:

If you experienceflickering on the screen when connecting through Citrix, it may be related to DPI scaling setting on your computer (typically when youhave multiple monitors). Please try the steps below to resolve the problem:

1. Go to Program Files (x86) > Citrix > ICA Client.

2. Right-click on "wfcrun32.exe" and select "Properties".

3. Go to the "Compatibility" tab and check the box next to "Disable DPI scaling on high DPI settings".

4. Click "Okay" to save the changes.

5. Repeat steps 2-4 for "wfica32.exe"

If you click print and nothing happens, try Disabling Advanced Printing on your printer.

You can also check to make sure that your Receiver has access to your printers.

And finally, you can always contact our 24/7 support team for assistance.

You are able to log into the portal, but when you launch an application nothing occurs. Or Adobe will open up or just got to your browsers downloads. In these cases after trouble shooting security and verifying the receiver is installed you may need to associate the file type.

Solution:

1. Navigate to your search bar and type "Control Panel". Once the application is visible click on it.

2. A new window popped open for the control panel. This should say "Adjust your computer's settings". You willsee a "Programs" group (typically written in green) click on"Programs".

3. You should now see a group called "Default Programs". Click on "Default Programs"

4. The "Default Programs" window should now be open. You will see the link "Associate a file type or protocol with a program". Click on that link.

5. The Set association window is now open. Scroll down till you see the name ".ica". This should be associated to the Citrix ICA Client. If this is not associated with Citrix, you will see a button called Change Programs go ahead and select it.

6.A window will open asking you how you want to open .ica files. Select Citrix Connection Manager. If Citrix Connection Manager is not a choice under "Other Options". You will need to navigate to the citrix folder and select it.

Navigating to the Citrix Folder

If you did not see the Citrix Connection Manager under More Apps, at the bottom of the window you will be a a link "Look for another app on this PC". Once selected it will allow you to browse to the Citrix Folder.

Copy and paste C:\Program Files (x86)\Citrix\ICA Clientand place it in the bar, and hit enter

You will now be inside the citrix ica folder navigate to "wfcrun32and select it.

The .ica is now associated with Citrix, navigate back to the web portal and launch you Citrix application.

If you click print and nothing happens, or if you notice that your print job is getting stuck in the print queue, we recommend disabling Advanced Printing Features.

The exact procedure may vary slightly by printer. It is done on your local PC, and needs to be done using an account that has administrative rights on the PC.

Go to Control Panel > View Devices and Printers

Right-click the printer and select Printer properties

Select the Advanced tab

Uncheck "Enable advanced printing features" (if it's greyed out that means you are either not logged in as a user with administrative rights or you do not have the drivers added to your machine)

If your crew member's logs have been sent from the mobile device, but FOS is not updating with the information. You may press the 'Update Flts' button on the interface manager to force an update.

*note* Most commonly the FOS Updated status in Flt Leg will show as 0 when you need to preform the above action.