RESOLVED: Citrix: Global Care Agents Unable to Access Citrix or Internal Applications (INC127757569)

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Global Care Agents may have encountered a blank white screen or received a "site cannot be reached" error when attempting to access Citrix. This issue impacted agents' ability to access applications through Citrix, receive customer calls, and provide support for Activations, Upgrades, Add-A-Lines (AAL), Payments, and Customer Account Assistance or Maintenance. Technical teams have identified and resolved the issue, and Citrix services are now operating as expected. Impacted Global Care Agents are requested to log out of Citrix and log back in to establish a new session and restore normal functionality. 

Details 

  • Start Date/Time: 6/12/2026 3:00AM PT 

  • Resolved Date/Time: 6/12/2026 5:55AM PT 

  

Frontline Impacts 

Retail – This outage would have impacted the ability for any thin clients in the Authorized Stores to connect to any applications through Citrix 

  • System(s): Citrix 

  • Impacted Experiences: No customer experiences are impacted, and this would only impact backroom functions 

Customer Care/Experience Stores/Virtual Retail – Global Care agents were impacted in their ability to receive customer calls and provide support. 

  • System(s): Citrix 

  • Impacted Experiences: Activations, Upgrades, Add-A-Lines (AAL), Payments, Account changes/modifications, Account Maintenance, SIM Swaps, Port In/Out. Equipment Installment Plan, and Customer Search 

Digital / Web / T-Mobile Fiber – There was no impact to any digital applications impacting the customer experience. 

  • System(s): List of all systems that were impacted (e.g. T-Life, T-Mobile.com, T-Mobile Fiber, etc.)  

  • Impacted Experiences: Remove what is not impacted (Activations, Upgrades, Add-A-Lines (AAL), Payments, Account changes/modifications, Account Maintenance, SIM Swaps, Port In/Out. Equipment Installment Plan, Customer Search, Appointment Setting, etc.) 

Additional Information 

  • If anyone is still encountering issues, please clear cache and cookies and if there is still a problem, please file a ticket in Quick Ticket or contact Service Desk for T-Mobile. 

  • For information on all system issues, reference the Frontline System Issues page in Magenta Pulse for T-Mobile and Metro issues. 

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IT Ops