can not see folders in agent

Document ID : KB000121200
Last Modified Date : 14/11/2018
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Introduction:
Using of  CA Harvest Software Change Manager clients does not show the same results.
Both clients are installed on the same machine and looking to the same scm server .
After connecting to the same agent to the same account in one of the workbench it show the folders in the agent and in another workbench can see only files.
No folder environment is shown and can be used. Therefore an checkin and checkout is not possible.
 
Background:
two different citrix clients connecting to the same Server. 
This two clients are configured the same and are used from the same user. 
Both are installed on the same machine. 
From one of them the user can see the folders and files 
from the other on the folders are missing, only files are shown. 
The problem is that I can not check in or check out because I can not 
reach the folders and do not see the files 

 
Environment:
CA Harvest Software Change Manager R13.0 
Operating System: linux red hat 7 64 bit 
Instructions:
Customer installed an old CA Harvest Software Change Manager Client version 12.1 to his newer CA Harvest Software Change Manager version 12.6 and it does not show the folders correctly.

New client and versions can be downloaded under this link: https://support.ca.com/us/download-center.html?intcmp=headernav&r=1
Please try it, login with your user and password.
Search for CA Harvest Software Change Manager and select the version 12.6 under the possible download solutions.
Additional Information:
- with command line works fine 
- there is no error message when opening such files