OnQ Rate & Inventory — Screen Resolution Error in Citrix

ℹ️ When you open OnQ Rate & Inventory (R&I) through Citrix — especially on a new computer — you may see a "Screen Resolution Error" instead of the normal login screen. The error warns that some screens may appear without certain fields or buttons because your display resolution doesn't match what R&I expects. There are two ways to get past it.

What You'll See

Instead of the normal R&I login screen, you get a warning that says, in effect:

"Due to your non-recommended R&I screen resolution, some screens may appear without certain fields and/or buttons. The recommended screen resolution for R&I is 1024 × 768."

✅ Quick Workaround (Fastest)

If you just need to get into R&I right now, you don't have to change anything:

1. When the error appears, scroll all the way over to the top-right corner of the screen.
2. In that corner you'll find a small arrow.
3. Click the arrow. This brings you to the standard R&I login screen.
4. Log in as normal.

⚠️ You may need to do this every time you open Citrix. The workaround gets you in but doesn't change the underlying resolution, so the error can reappear next session. Just repeat the steps above. To stop the error from appearing at all, use the full fix below.

🛠️ Full Fix — Set the Resolution to 1024 × 768

These are the steps the error message itself provides. Setting your display to the recommended resolution stops the error from appearing:

1. Click Start → Settings → Control Panel → double-click Display.
2. On the Display Properties form, click the Settings tab.
3. In the Screen Resolution box, move the slider to 1024 by 768 pixels.
4. In the Color quality box, select Highest or True-color from the dropdown.
5. Click Apply → OK.
6. Close the Control Panel window if it's open.
7. Once the resolution is set, double-click your OnQ R&I icon to open the application.

(The exact menu names may look slightly different depending on your Windows version, but the goal is the same: set the display to 1024 × 768.)

🆘 When to Submit a Ticket

One of the two methods above resolves this for almost everyone. Submit a ticket only if:

• You can't find the arrow in the top-right corner, and changing the resolution didn't help either.
• R&I still opens without the fields or buttons you need after setting 1024 × 768.
• The error is stopping you from working and neither method gets you in.

When submitting, please include:

• Your workstation's asset tag (5-digit number on a blue or copper Argus IT label).
• A screenshot of the error, if you can capture one.
• Which property you're at, and which method(s) you already tried.

Related Articles

• The Basics to Try When You Have a Problem (KB# 10001)
• How to Fill Out a Ticket (KB# 10002)

ArgusIT KB# 110001 | Original: March 15, 2023 (Vincent Kruggel) | Rebuilt: May 25, 2026

Tags: onq, rate and inventory, r&i, citrix, resolution error, screen resolution, 1024x768, hilton, onq r&i