If Purely Cloud Desktop application freezes or crashes and users are unable to regain access through the desktop application, users can try this workaround below by accessing the existing Purely Cloud Desktop session through a web browser.
Step 1: Sign in
Visit Purely Cloud Desktop link (https://desktop.purelycloud.com) on a web browser.
Friendly reminder: the recommended web browser for Purely Cloud Desktop is Google Chrome.
Step 2: Resume work on web browser
Proceed with this step as desired. Users should strongly consider this step if users are unsure whether certain files were saved prior to the interruption.
To access the user's workspace prior to the interruption, click the HTML5 button to resume.
When connection to Purely Cloud Desktop is interrupted, the existing work progress remains available as Purely Cloud Desktop resides on a separate environment that does not rely on the user's internet connectivity. By signing back in using the HTML5 option, users should be able to pull up the desktop the way user had left it prior to the interruption. Save the file(s) and exit out of the program(s) as applicable.
Step 3: Sign out
Upon confirmation that all work is saved, users can sign out of Purely Cloud Desktop the usual way through the Start button (Reference: Exiting Purely Cloud Desktop).
For those users who skipped Step 2 above and simply want to sign out of the current frozen or crashed Purely Cloud Desktop session, select the Release button on the web browser. Once the current session has been released, the user can relaunch the desktop application and start a new session from there.
Keep in mind by releasing the current session without entering the environment to save work (Step 2 above), users may lose unsaved work from the previous session. If a user has work that needs to be saved, please complete Step 2 mentioned above.
For further assistance, contact Purely Cloud Support at [email protected].