Fatal Installation Error 0x80070643 When installing Citrix Files for Windows

If the above troubleshooting steps do not resolve your issue then follow the below steps to contact a Citrix ShareFile Technical Support Agent by submitting an online technical support case.

  • Go to https://support.citrix.com/cscase#/sharefile, for the field “Please briefly describe your issue” enter the description “Fatal Installation Error 0x80070643 when installing Citrix Files for Windows” and then click on ‘Continue’.
  • Scroll down the page until you see ‘Finalize Case’ and click on it.
  • For ‘Type of Issue’ select ‘Tools’.
  • If possible for the step “Provide any additional details that may help” please include any troubleshooting steps you may have taken that are listed above, and any other information you feel is pertinent for your technician to know.
  • Enter in your full name, company (optional), email and phone number.
  • You will be asked to verify you are not a robot, by clicking on the box next to “I’m not a robot” and follow the prompts if there is any.
  • Click on ‘Submit Case’

If you are unable to submit a case online please call our Customer Service at one of our following numbers and an agent will collect the above information over the phone and route you to a Citrix ShareFile Support Technician. Wait times may vary;

1 800 424 8749 (US), 0800 587 9031 (GB), 0800 182 5549 (DE), and 0120 941 133 (JA).

View additional phone numbers here https://www.citrix.com/contact/technical-support.html.

Related:

How to Contact Support – Software Customers

Before creating a Support Case

Citrix Technical Support aims at solving every reported incident in the shortest possible timeframe. To do so, appropriate information is required. Ensure to use the following steps before contacting support. If the information provided is incomplete, the resolution of your support case might be delayed.

Consult the Citrix Self Help Resources

Citrix recommends that you take full advantage of all of the Citrix Self Help Resources and our Best Practices before creating a support case. These resources and best practices can help you quickly find the answers you need or help expedite your issue.

  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • eDocs: A library of product documentation for Citrix solutions and technologies.
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.
  • Analysis Tools: A simple, online troubleshooting platform and health-checker for your Citrix environment. Available for XenDesktop, XenServer, XenApp and NetScaler.
  • Secrets of the Support Ninjas eBook: Support tips on XenApp, XenDesktop, XenServer and NetScaler.
  • Communities: User groups and interest groups where you can share ideas, opinions, technical information and best practices.
  • Citrix Education: Training and certification courses to build your skills.
  • Project Accelerator: A free, interactive XenDesktop assessment, design and deployment tool from the experts.
  • Blogs: Straight talk from Citrix executives, product teams and technical experts.
  • Citrix Support on Facebook | Citrix Support on Twitter: Interact with Citrix Support engineers who monitor the Citrix Support social networking sites.

Gather All Necessary Information

Best Practices to help expedite your support case.

Software Support Checklist

  • Service Product
    • Version
    • Service pack level
    • Hotfixes
  • XenApp Plug-in version
    • Operating system version
    • Service pack level
  • Server operating system version
    • Service pack level
    • Hotfixes
  • Supporting infrastructure – Web servers, database servers, Storage, Hypervisors
  • For XenServer, collect a status report (http://support.citrix.com/article/CTX125372)
  • Recent changes in the environment
  • Description of issue and issue behavior
  • Steps to reproduce issue
  • Troubleshooting diagnostic steps already taken
  • Last changes made to server or server farm
  • Network configuration
  • Business impact (# users/devices affected; critically)
  • Company production status (completely down Y/N)
  • Support case severity – when reporting a support case, indicate the severity to us. Should we have to change the severity level we will reach agreement with you before doing so. Familiarize yourself with the severity description so that you understand the associated response times and expectations.

Remote Support Checklist

If remote access is requested for Software or Hardware support, you will need:

  • An account with administrative rights
  • Internet access to utilize Citrix GoToAssist
  • VPN information

Creating a Support Case

Follow the directions to assist you with creating a support case by phone or web.

  • Phone – this method is used for high severity cases.
  • Web – this method is best used for medium and low severity issues.

Creating a Support Case by Phone

When calling support, PINS are no longer required when you call in for support. Instead, you will need your Account ID/Org ID. Your Account ID/Org ID is displayed in My Account.

Phone: To log a high severity case, you must contact Citrix Support via the phone. North America toll free:1 800 424 8749 or Find Citrix support worldwide to display a complete list of Citrix Technical Support contact numbers.

Utilize the phone by following the steps:
  1. Call your toll free phone number or the Citrix phone number for your regional support center.
  2. Select a language (if applicable).
  3. Select Technical Support.
  4. Follow the instructions.

Creating a Case by Web

Logging into My Support

After logging into My Support, you can View and Update existing Support Cases, Create a New Case, view your Technical Support Entitlements, and view your Product Authorizations.

  1. To access My Support, go to http://www.citrix.com/. On the main page, click (Sign In) on the top right of the page.

  2. Type in your My Account Sign In ID and Password to access your account.

    Note: If you do not have a My Account Sign In ID, you may create a new one by clicking ‘Create Citrix Account’.

  1. On your My Account Welcome page, you can see important messages and links to various functions that you can perform.

    Note: Refer to the My Account FAQ for additional information.

Viewing Cases

  1. To log a new Technical Support Case or view open Cases associated with your account, click Create/View Support Cases located under Support, Maintenance and Renewals.
  2. Click My Support. My Support enables you to open a Case, View cases, View entitlements, and more…
  3. In My Support, click the Existing Cases tab located at the top left of the page.
  4. Use the drop-down to filter which Cases are visible. You have the option of viewing all Cases associated with your account by status or filtering the view based on the contact that opened the case. Note: Use the Search box on the left to search for a specific Case.


Creating a Case

  1. To create a new Case, click Create Case. Note: It is also possible to create a case from an Entitlement.
  2. Specify the type of issue you are having by selecting “I have a Technical Issue” or “I have a Non-technical Issue”.
    • Note: Contact Technical Support for technical issues involving a Citrix product. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue.
  3. Fill in the “Enter a brief description of your issue” field. Based on the brief description of your issue, relevant articles will be suggested that might help resolve your problem.
  4. If an article is helpful in resolving your issue and you no longer wish to log a Case, click Yes, this resolved my problem. If you are unsure or would like to view more articles, select No, show me more articles.
  5. If the article was not helpful and you want to log a new Case, select No, I need to create a Case. A page will be displayed where you can specify which product you would like to log a Case for by inputting the product serial number/license number. Or select the radio button next to the Entitlement.
Note: You will be able to log a Case for all products you have an active Technical Support Entitlement for. If you believe that you are entitled to receive support and your product is not listed or you are having trouble logging your case, you may contact Customer Service or Technical Support using the links provided. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue. Contact Technical Support for technical issues involving a Citrix product.
  1. After entering the serial number/license number or selecting the entitlement, click Proceed to continue with creating the Case.
  2. Fill out the New Case page, providing as much information as possible about your request.

Note: Some fields such as Org Name, Org id and Product Line will be prepopulated based on your previous selections. All required fields will be marked by a red bar next to the field name.

  1. If the Entitlement field is not pre-populated, you can use the lookup button to select the active Entitlement from which the Case will be created. Note: If you have an expired Entitlement or an Entitlement that is not listed, contact Customer Service.
  2. After all the information is complete, click Save.
  3. Citrix will contact you as soon as your case is assigned to a support professional.

Note: You will receive an automated email notification once your case has been created.

Viewing a Technical Support Entitlement

  1. To view all Technical Support Entitlements associated with your account, click the Entitlements/Product Authorizations tab.
  2. The Entitlements page displays all the Technical Support Entitlements associated with your account. Use the Next Page link to filter the Entitlements view. To learn more about all available Technical Support programs, visit the Support and Maintenance Programs web page.


Viewing Product Authorizations

1. To view all Product Authorizations associated with your account, click the Entitlements/Product Authorizations tab.

2. Listed in the bottom pane entitled Product Authorizations, you will find what products you’re “authorized” to sell and “certified” to sell and support.

Related:

2019 Data Protection Support Newsletter Series

Every month, Dell EMC offers a monthly series of Data Protection Support Newsletters for Data Domain, NetWorker and Avamar. These valuable resources provide key support updates and release details, the latest in service and support offerings for these products, as well as Knowledge Base references. Each issue features helpful technical support advice, including target codes, troubleshooting advice and how to’s for common technical challenges, and top-trending support solutions.

See the 2019 Monthly Series below and download previous issues from the 2018 and 2017 archives.

DATA DOMAIN Monthly Support Newsletters

NETWORKER Monthly Support Newsletters

AVAMAR Monthly Support Newsletters

Have feedback? We welcome your ideas for future issues of our Data Protection Support Newsletter Series. Please share it with us at [email protected].

Related:

Five Tips to Help You Avoid Tech Support Phone Scams

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For the past several years, we’ve highlighted to customers the technical support scams plaguing companies around the world, including in the IT industry. These scams are not new. Fraudsters continue to design ways — from fake websites to phishing emails— to steal personal information for criminal purposes.

woman sitting at a cafe looking at her smartphone

One such scam affecting Dell and other well-known companies — the telephone technical support scam — is becoming increasingly sophisticated and difficult to distinguish from legitimate tech support calls. In this scam, individuals claiming to work for Dell make unsolicited calls to customers and insist there is a technical problem with their Dell product. They ultimately try to defraud customers by pressuring them to pay to fix the issue.

Our thanks to those who have alerted us that they have been contacted by scammers. This information has been invaluable to Dell in helping us investigate these scams. We’re also working alongside our industry peers and law enforcement to aggressively address this issue.

So, what’s the result? We know that sharing information on these scams has led to positive developments. Scammer websites have been shut down, fraudulent call centers closed, their participants prosecuted, and suspect internet addresses blocked from payment processing companies. However, these scams continue to operate. When we see one successfully shut down, another sprouts up at an alarming rate.

As we’ve said before, the best protection from these scams is to hang up immediately if you receive a suspicious call. Here are Dell’s top five tips to help you avoid being scammed:

  1. Hang up! If an unsolicited caller pressures you to act quickly and give up sensitive personal and financial information to fix an issue and/or engages in threatening, aggressive behavior, that’s a sign of a scam.
  2. Never hand over your financial information to unsolicited callers who try to charge you to remove computer viruses, malware, or ransomware, even if they have specific information about your computer.
  3. Never pay for tech support services with any type of gift card or by wiring funds. Dell will never ask you for these forms of payment.
  4. Never visit unverified websites and never download and install software that unsolicited callers try directing you to.
  5. Never agree to give control of your computer to any unsolicited caller to fix an issue you did not report—despite how convincing they may sound.

For our U.S. and Canada customers: If you feel you may have been scammed, contact us immediately via our online form or call us toll-free at (866) 453-1742 Monday to Friday, from 9:00 a.m. to 6:00 p.m. Eastern time.

For our customers outside the U.S. and Canada, please click here.

The battle to protect customers from these fraudsters is ongoing. As long as these scams continue to happen, we’ll continue to fight on your behalf.

 



ENCLOSURE:https://blog.dell.com/uploads/2018/03/woman-phone-cafe_1000x500.jpg

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7021373: EXTRA! Error: “The specified module could not be found”

Find the Fix for Audio or Distorted Sound Issues

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If audio is important to you, then you might want to check out our XPS 27 All-in-One system with ten discrete speakers designed in conjunction with a Grammy award-winning audio engineer and record producer.

Problems with sound on any computer can be frustrating, though. So our Knowledge Base offers tips on how to troubleshoot audio issues with speakers, headphones or microphones on Dell PCs.

dell xps laptop and headphones

Direct2Dell is designed to bring you news and stories about Dell people, products, services, partners and customers. Often those customers need support for their Dell products. For that, our Dell Support team continuously updates a library of articles called the Knowledge Base.

In an effort to make that information even easier to find when you need it, each Friday I will bring you a list of the most highly reviewed articles with appropriate responses to the latest trends we are seeing in our customer inquiries.

With these publications you can stay informed about the latest troubleshooting guides and resolutions across various client system lines.

Questions about these issues should be left in our Support Forums where trained staff are available to assist, rather than commenting here on Direct2Dell.

You can also contact Dell Customer Service or Dell Technical Support for assistance. And, as always, our @DellCares and @DellCaresPro teams are just a tweet away for help.

This week we’ve seen a lot of interest in these topics:



ENCLOSURE:https://blog.dell.com/uploads/2017/11/dell-xps-laptop-headphones_.jpg

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Give Your Customers PC Peace of Mind

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There’s no denying that the workplace IT environment is more complex than ever before. To make the lives of you and your customers a whole lot easier, Dell offers a full range of devices that are easy to deploy, manage and maintain throughout their entire lifecycle. The lifecycle of these devices provides you with a number of opportunities to improve and secure your customers’ end-user experiences while consolidating their bottom line … and increasing yours.

The newest generation of tech-savvy workers have well and truly arrived, with each worker now using an average of 3.5 devices to get their work done. So how do you help your customers keep up – especially when their IT budgets aren’t necessarily rising with the tide?

Dependability That Keeps up With Demand

We understand that your biggest priority is maintaining a positive and effective relationship with your customers: encouraging their growth by helping them create and cultivate their personal Digital Transformation.

That’s why at Dell, our focus is on handling the detailed enquiries your customers might have via our industry-leading, co-deployable co-delivery service. Not only will you get devices that can come from the factory pre-imaged, with free tools from Dell that make management of devices so much easier, but you’ll experience peace of mind knowing that we have the answers to any and all of your customers’ requirements – no matter what stage of the lifecycle they’re in.

Redefining the PC Lifecycle

Ultimately, your customers need a fresh approach: cost-effective solutions that keep pace with user demand while freeing up time, money and resources to reinvest in future innovation. That’s why we’re redefining the concept of PC lifecycle management. By moving from separated linear solutions to a fully integrated 4-phase cyclical process, we can help optimize your customers’ PC performance at every level. By eliminating redundancies, significantly improving security and streamlining the entire process end-to-end, your customers can save up to 25 percent on PC management as a whole.

The cycle is simple and consists of four ongoing phases that span from planning to refresh and back again:

  • Plan & Design
  • Deploy & Integrate
  • Manage & Support
  • Optimize or Retire

Plan & Design

Dell provides you with experienced specialists to help you get everything right from the very start. Starting with a thorough assessment of your customer’s specific needs, a well-defined plan is created to optimize the existing IT environment, while managing complex transformations to newer technologies. Through this approach, Dell can help you migrate applications, optimize data and operating systems, implement cloud solutions and roll out critical infrastructure.

Deploy & Integrate

We’ll give you a clear focus on driving efficient modifications implemented as a frictionless user experience. Dell offers a deployment model that can scale to the needs of your customers, regardless of size:

  • Dell ProDeploy Client Suite: a fixed price, off-the-shelf solution that delivers systems pre-imaged and configured.

To ensure that your customers’ end users can exploit all the benefits of this deployment, you can also offer them Dell Education Services, which provides full-service training for both regular users and IT professionals.

Manage & Support

Once deployment and implementation have been established, you’ll want to maximize efficiency while minimizing downtime.  Dell ProSupport provides fast proactive IT support for businesses of all sizes. Your customers get a team of in-region engineers who are available 24×7 and respond proactively to provide them with a single source for hardware and software issues, maximizing their user uptime. In addition to the right support, keeping devices secure is critical for everyone, and services like Dell Endpoint Security Suite Enterprise are specially designed to protect your customer’s most vulnerable processes.

Optimize or Retire

The final phase of the lifecycle is where you can help your customers make informed decisions on which devices should be retired and which should be re-purposed or refreshed. Dell has the experience to help you calculate the optimum time to implement new equipment before it becomes a dangerous hindrance on both productivity and security. When devices need to be disposed of, worry-free services are available that include analysis of resell opportunities and secure data wipes – all compliant with the latest protocols and regulations.

We want to help you make the most of your customers’ PC lifespan. We’ll work behind the scenes with you to ensure you deliver flawless planning right through to re-purposing of assets.

Use the co-brandable PC Lifecycle content to take the message to your customers by downloading it on Campaign Builder here.

If you don’t have access to Campaign Builder, please email the following regional teams:

We also have these assets available on the Digital Marketing Platform, so that you can deploy the email and social content directly to your customers from the tool.

If you don’t have access to the Digital Marketing Platform, please register here.

 

 

 



ENCLOSURE:https://blog.dellemc.com/uploads/2017/10/3_Devices.jpg

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The Services Delivery Manager: Your Single Point of Contact for PC-as-a-Service (PCaaS)

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Digital Transformation is progressing at an amazing pace, bringing companies new ways to reach and connect with their customers, partners and employees. These new capabilities are generating revenue, and in some cases, opening up new markets for companies in almost every business sector.

However, these “opportunities” require huge commitments from the IT organization in terms of time, labor and dollars and result in more complex environments, projects and technological challenges without increased staff to address them. Something has to give.

That something, very often, is the care and feeding of a company’s PC assets. PC refresh projects are pushed to the back burner and lifecycles get extended to avoid the time, cost and resource requirements to manage, migrate and replace those assets.

Enter Dell PC-as-a-Service (PCaaS).This solution simplifies the PC lifecycle from end to end, alleviating a majority of the lifting customers have traditionally done on their own.

I’m excited to share background about one of the crucial components to that simplification, the Services Delivery Manager or SDM, the customer’s single point of contact for everything PCaaS. A SDM is assigned to every account and responsible for all phases of the PC Lifecycle – from planning through deployment, support and asset recovery.

PCaaS: Phases of PC Lifecyle

PCaaS: Phases of PC Lifecyle

 

The journey starts with a SDM led joint organization review focused on roles and responsibilities followed by a review of the Services Delivery framework including the scope of services and associated program timelines, risks and success criteria. The SDM will be intimately involved with the sales, deployment and technical support teams ensuring that they have a complete view of the customer’s journey and will provide timely updates on the account status and timelines in addition to reporting and being directly available to the customer throughout the lifecycle.

PC Lifecycle Planning – The SDM helps the customer determine the best imaging and deployment strategy and methods to accommodate their objectives. The SDM will also take into consideration any flexible options the customer may have elected including flexing up or down the number of systems and/or upgrading PCs mid-term.

Deployment – Working in concert with the Dell Deployment Engagement Manager or Dell Project Manager, the SDM will assist with the refresh schedule, ensuring the customer is ready for deployment and provide status on deployment activity.

Support – There will also be a tag team for support with a focus on great customer experiences. The SDM will work with the existing Technical Services Manager who will be focused on each individual support issue or escalation while the SDM will be looking at these events from the perspective of the entire organization across the complete lifecycle.

Asset Recovery / PC Refresh – As the assets near the end of term, the SDM will begin working with the customer six months prior to specifically identify each asset to be refreshed, develop a plan and timeline for getting them transitioned out and the user refreshed with a new PC. The SDM will focus on leveraging Dell’s tools and expertise to reduce or eliminate user disruption during the refresh process.

Dell wraps this up with a global presence, language preference and the ability to meet onsite, all supported and backed by an award-winning Services team.

For more information on the complete Dell PCaaS offer, please find the relevant links below:

 

The post The Services Delivery Manager: Your Single Point of Contact for PC-as-a-Service (PCaaS) appeared first on InFocus Blog | Dell EMC Services.


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How to Keep Your PC Running at Its Best

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In addition to these weekly posts highlighting helpful information in our Dell Knowledge Base, my team also holds monthly technical support webinar sessions.

In this month’s session — Monday, October 16, 10:00 a.m. (CST) — we’ll discuss how we recommend you keep your system running at its best with a few tips and tricks we’d suggest for both the technical experts out there, and anyone new to Dell laptop or desktop PCs.

dell computer keyboard and mouse

Direct2Dell is designed to bring you news and stories about Dell people, products, services, partners and customers. Often those customers need support for their Dell products. For that, our Dell Support team continuously updates a library of articles called the Knowledge Base.

In an effort to make that information even easier to find when you need it, each Friday I will bring you a list of the most highly reviewed articles with appropriate responses to the latest trends we are seeing in our customer inquiries.

With these publications you can stay informed about the latest troubleshooting guides and resolutions across various client system lines.

Questions about these issues should be left in our Support Forums where trained staff are available to assist, rather than commenting here on Direct2Dell.

You can also contact Dell Customer Service or Dell Technical Support for assistance. And, as always, our @DellCares and @DellCaresPro teams are just a tweet away for help.

This week we’ve seen a lot of interest in these topics:



ENCLOSURE:https://blog.dell.com/uploads/2017/10/dell-keyboard-mouse_1000x50.jpg

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