Power BI Desktop Occassionally Not bringing up Password text box on Citrix

[Anonymous]

We have had Power BI installed on Citrix for the last year and now we have this occassional issue causing sign in problems.  As of the August release when users start the desktop app from Citrix they will sign in and enter their user name but the password textbox never comes up.   We have to have users sign out and then restart the Citrix servers and they can again sign into Power BI from the desktop app.  After a few days the server will again stop popping up the password textbox and we have to restart the server.  

I have researched this and opened a ticket and Microsoft does not know of any known issue of this happening and I cannot find anyone mentioning an issue here.  

Any and all suggestions welcome.

Thank you,

Kevin

[saw1]

How you have delete the cache file from Citrix, could you share the path or the way to clear the power Bi cache.

[KumarDarmesh]

not ever have the issue, you better keep follow the support ticket

[Anonymous]

We have a support ticket for this issue and in our research we found that the cache files in the user profile are not being closed when people are existing the application.  If these cache files exist and are left open then the password box never appears and users cannot log in.  We deleted these cache files and everything began working as expected.  We are now waiting for a reply from support as to what may be keeping these cache files open but until then our Citrix support now knows what needs to be done without rebooting the servers.