Problems launching Nordea Analytics

Nordea Analytics runs on a Nordea server. When you launch Nordea Analytics, a programme called Citrix, which runs on your own computer, establishes contact with the server at Nordea. If you are experiencing problems launching Nordea Analytics, it is likely to be due to problems with your Citrix installation or with the contact between your computer and the server at Nordea.

Below please find information about common problems and how to solve them.

Symptom: Nordea Analytics sometimes does not start in first attempt, but after a few attempts it starts. No errors are shown when it does start or the screen just flashes briefly.

Possible cause:
An older version of the Citrix Client is installed on your computer or the Citrix Client has an error and needs to be installed again.

Solution:
Install or re-install an updated Citrix Client. Two different versions can be installed if the computer is a Windows computer. Version 3.3 is preferred, but version 12.3 can still be used:

  • Version 3.3 can be obtained hereOpens new window (note that on some computers this version can make applications slow, see next tab)
  • Version 12.3 can be obtained hereOpens new window

 

Symptom: Nordea Analytics starts, but it is very slow when using it.

Possible cause 1: On some computers version 3.3 of the Citrix Client can make applications slow.

Possible cause 2: The internet connection from your computer is slow.

Solution 1: Install version 12.3 of the Citrix Client. Version 12.3 can be obtained hereOpens new window:

Solution 2: Ask your IT department to verify the connection to the Internet.

Symptom 1: Nordea Analytics does not start. No error is shown, or the screen just flashes briefly.

Possible cause: A Citrix Client is not installed on your computer, or the Citrix Client has an error and needs to be installed again. If Citrix is not installed on your computer then Nordea Analytics cannot start and on some computers an error is not shown.

Solution: Install a Citrix Client. 2 different versions can be installed if the computer is a Windows computer.
Version 3.3 is preferred, but version 12.3 can still be used
  • Version 3.3 can be obtained hereOpens new window (note that on some computers this version can make applications slow, see previous tab)
  • Version 12.3 can be obtained hereOpens new window

 

Symptom 2: Nordea Analytics does not start. An application (Citrix Client) starts, but after a short while nothing happens and the application disappears or an error is shown (“SSL Error xxx”, “The citrix ssl server you have selected is not accepting connections” or simply “Unable to connect”).

Possible cause: The Citrix Client on your computer tries to contact the system in Nordea, but fails.
This can happen because the Citrix Client is obstructed by a firewall or proxy server.

Solution 1: The Citrix Client will try to use the proxy server configured in Internet Explorer – even if you are using Chrome, Firefox, Safari or another browser. Contact your local IT department to setup a valid proxy server in Internet Explorer.

Solution 2:
The local personal firewall on the computer or the central firewall in your company can prevent the Citrix Client from reaching Nordea. Contact your local IT department to verify that the firewall and proxy allows access to www.analytics.nordea.com (194.255.43.71) on port 443/tcp from your computer.

 

Symptom 3: Nordea Analytics does not start. An application (Citrix Client) starts, but immediately shows “SSL Error 61: You have not chosen to trust "VeriSign…", the issuer to the server's security certificate”

Possible cause: The Citrix Client on your computer cannot encrypt the connection because the Verisign Root Certificate is not installed on the computer or the computer has the wrong date and time.

Solution 1: Verify that the clock of the computer is showing the correct time and date.

Solution 2:
Install the Root certificate. This can be done from Windows Update or by your local IT department.

A traditional application runs on the user’s computer and sometimes uses data from other computers on a network.

Nordea Analytics is an application that is actually running in Nordea and uses data from other systems in Nordea. Software from Citrix is used to enable this: Citrix client on the user’s computer and Citrix XenApp on the system in Nordea.

When Nordea Analytics is started from Nordea e-Markets the following happens:

  1. The e-Markets system in Nordea checks that the user has access to use Nordea Analytics and creates an instruction for the user’s computer. The instruction holds information on  how to connect to Nordea Analytics. This instruction is technically known as an ICA-file, and this file is sent through a link in the Internet Browser (ie. http://...../start.ica )
  2. The Internet Browser in the user’s computer sends the instruction to the Citrix Client in the computer. This is done by saving the ICA-file and launching the Citrix Client pointing to this file.
  3. The Citrix Client in the user’s computer reads the instructions, and tries to contact Nordea. This contact is always made to a specific IP-address and name:
  1. The Citrix Client ensures that the connection is encrypted and the system in Nordea checks the user’s id and password. Nordea uses Verisign SSL-certificates to encrypt the connection.
  2. The application Nordea Analytics starts on the computers in Nordea, and the Citrix Client ensures that the screen is shown on the user’s computer.