AppStream General FAQs

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AppStream Frequently Asked Questions (FAQs)

If you are unable to find an answer to your question in this article, please submit a support case through the Support Portal.

Table of Contents


Application Management :

  • How can I find the application that I launched but do not see on screen?

    • The application may have launched behind another open application. Click the Windows icon in the toolbar. All open apps will display as separate windows. Click on the app you want to switch to. If the app is still not showing up, please submit a support case via the Support Portal.

  • What do I do if I close an application and see a blank, black screen?
    • The blank page is the background. Use the Windows icon to check if there are any applications open but minimized. Select an open application from the Windows screen or launch an application from the Catalog icon.
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Browser :

  • What browsers are supported for using AppStream?
    • Chrome, Firefox, and Microsoft Edge are supported browsers.
  • Are there any browser restrictions related to AppStream?
    • We recommend using Chrome. There are no restrictions when using Microsoft Edge, but generated documents will be saved as XPS files, which requires XPS Viewer to open and print. For more information, please see: AppStream - How to print to PDF or XPS. Also, keyboard shortcuts do not work in Firefox, but the Clipboard and FN Keys icons can be used as a workaround.
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Configuration/Setup :

  • Do I need to install any new software on my system to use AppStream to access Freewheel applications?
    • Amazon AppStream is entirely cloud-based, so there’s no need to download and install new software. Accessing and interacting with the new interface is as simple as opening a webpage.
  • Are there any sites to add to 'Trusted Sites' or IP addresses to add to an 'Allow list'?
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Connection :

  • Will using a wired connection vs a wireless connection affect AppStream performance?
    • We recommend that you use a wired connection for best performance.
  • Will a remote desktop connection affect AppStream access or performance?
    •  AppStream does not support remote desktop connections (Remote Desktop Protocol (RDP) connections or Virtual Private Network (VPN) connections.)
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Display :

  • Can I use multiple screens in AppStream for Freewheel applications?
    • AppStream supports the use of up to two monitors, including monitors that have different resolutions. For more information, see the Dual Monitor section in AppStream Toolbar.
  • What do I do if SBMS or Media Biller buttons are missing because the screen is cut off? 
    • If pages/options appear to be cut off, please change the Display/Zoom settings in your browser to view the entire page. You may have to update the browser setting and then log out and log back in for the change to take effect. If the issue persists, please Submit a Support Case via the Support Portal.
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File Management :

  • How can I download or upload files to Freewheel applications through AppStream?
    • Freewheel apps cannot directly access files from a local or network drive. Please use the My Files icon to download/upload files for use with Freewheel applications. For more information on workflows related to downloading or uploading files, please review article AppStream - How to use My Files to upload, download, and move files.
  • How can I move files from Home Folder/Temporary Files to my Strata drive (S Drive) user folder so they don't get removed when the session ends?
    • When the session ends, all files in the Temporary Files folder will no longer be available on the next login. Files in the Home Folder will remain up to 10 days before being removed. Any necessary files needed for later use within AppStream should be moved to the Strata drive (aka S Drive). Any necessary files needed in the local computer MUST be downloaded from AppStream prior to ending the session. Also, if the AppStream session remains idle for 2 hours, the session will time out and end automatically. For information on workflows related to moving files, please review article AppStream - How to use My Files to upload, download, and move files.
  • Can Freewheel recover files that were in Temporary Files after my session ended?
    • Freewheel can't recover or restore any files or folders removed in Temporary Files after a session has ended.
  • Why am I unable to download multiple files at once? How can I download a large number of files at once?
  • Where can I find more information about how to move billing files or how to export invoices to Advantage?
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Keyboard :
  • How do I copy/paste in AppStream?
    • Copying (Ctrl + C) and pasting (Ctrl + V) remains the same when using Chrome or Edge on a PC. The Clipboard icon allows for copying and pasting between AppStream and a local computer when using Firefox as your browser on a PC. If using a Mac, see the Preferences for how to map the Command key to the Control key for keyboard shortcuts. For more information, please review article AppStream - How to Copy and Paste.
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Login/Session Management :

For more information related to logging in, please review article AppStream: Logging in, Password Reset, and launching Freewheel Applications.
  • Will anything change with my current login credentials?
    • Usernames and passwords are not changing. You'll continue to use your existing credentials to log in to AppStream once your organization is migrated.
  • How do I end my session and log out?
    • First, make sure that you have moved any files saved in Temporary Files/Home Folder to your local drive or the Strata drive. Then click the Profile icon at the far right of the toolbar and select End Session. You can then close the browser tab.
  • How do I log back in immediately after logging out?
    • Once you log out, you will need to return to the login page using the appropriate URL above to log back in. Wait 1-2 minutes after closing a session, and close your browser before going back to the login page. As an alternative, use Incognito/Private mode, use another browser, or clear the browser cache and restart the browser after logging out.
  • What do I do if I logged out and tried to log back in but get the message "Failed to reserve a session"?
    • It can sometimes take a few minutes to end a previous session. Please close your browser, wait a few minutes, and then try again. If the issue persists, please Submit a Support Case via the Support Portal.
  • How do I reset/change my password?
    • When you reach the login page, there is a "Forgot Password?" link under the login that will take you to the Self Service Password Reset system.
    • If you have logged into AppStream you can reach the Password Reset System by clicking the Profile icon in the toolbar and then click Self-Service Password Reset.
    • For more details, please review article AppStream: Logging in, Password Reset, and launching Freewheel Applications.
  • Can I use both Citrix and AppStream together during the transition?
    • Users should NOT log into both Citrix and AppStream at the same time during the transitional period. Always use one or the other until Citrix is removed.
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Printing :

  • How do I print from Freewheel applications with AppStream?
    • When printing a document from a Freewheel application, choose the DCV printer, and the print job will be redirected to a separate browser tab. From that tab, you can save the file to a local drive or print to your local printer. If using browser MS Edge, documents are generated and saved as XPS files. For more information, please review the article AppStream - How to print to PDF or XPS.
  • When I print using Google Chrome, I get a 'page can't be found' error page. How do I resolve this?
    • The Google Chrome extension "Adobe Acrobat: PDF edit, convert, sign tools" causes the error when printing. To resolve the issue, please disable the browser extension, or use Chrome Incognito mode to log into AppStream and print. For more information, please review the article AppStream - How to print to PDF or XPS.
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Toolbar :

  • Where can I find more information about how to use the AppStream icons on the toolbar?
    • For information about using the AppStream icons, please review article AppStream Toolbar.
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