Resolving Common Citrix Errors

Generally

In all cases, using the Citrix Web client 10.2 is recommended and supports any supported Microsoft Windows version (32 & 64 bit)

Check the PC Firewalls, Proxy, Popup Blockers (IE, Google toolbar, Yahoo toolbar) settings to confirm that they have an exception set for the web address (URL)of the site. Check Antivirus to confirm that it will allow the web client to launch and operate normally.

Many issues are resolved by confirming that the local computer’s system clock is correct, deleting temporary internet files, and/or uninstalling then reinstalling the Citrix client.

Clients must have a good connection to the Internet to be successful. Your experience will only be as good as your connection. If you are using a flaky connection (tethered Blackberry, Aircard, Satellite, etc...) your session may have performance issues. You need less than 400ms latency to maintain a session; less than 200ms latency to type without noticing any delays. If you notice that you type and after a second or two the letters show up that is network latency. Start a Dos window and type tracert access.ca.gov ENTER KEY  it will return info on how long it takes for you to reach the site. If you see anything longer than 200ms your session may have performance issues.

 

Client installation and Detection issues

The wrong client software has been installed

Opening Citrix causes a window to open asking What is the address of the server hosting your published resources. There is a space to fill in the server name. The sample answer is https://servername

Uninstall and reinstall the Citrix client. Only the Web plugin component should be installed.

Client software not detected

Before the user authenticates at the Citrix login page, the following warning is displayed in the Message Center:

We are unable to detect the appropriate client software on your computer to allow you to launch your applications.
Click here to obtain the client software

If the IE yellow warning bar is visible, click on it to install the Citrix Helper Control (an Active X control). Proceed to the Download and Install the Citrix Client Web plugin only.

Users may get a false positive ---If you already have the Citrix client installed and you see this message it means that the users AV or personal firewall prevented the probe from reading the file that tells it the client is installed

Client Conflicts with Internet Explorer 9 (IE9), 10,11….

 Microsoft (IE) Internet Explorer 6 (SPK 1) Through and including – IE9 will work with the Citrix Client 10.2 (SBCS standard) Downloadable from our site.

****Users with IE9 should uninstall the Citrix Client (anything above 10.2), reboot, go back to our login page, ( the site will sense you don’t have the client and instruct you to down load it from our site) Click Download and the 10.2 client will be downloaded, accept the defaults during installation SCBS will work normally with IE9.*****

 

Issues at the Citrix login page

Error messages to do with ‘invalid credentials’

This error is typically caused by an incorrectly typed USER ID or Password,  or Token (keyfob) Code (alphanumeric). If a charater looks like it could be a number or a letter it is always a number.

Note: Your token can be 9 codes out of synch before the system will lock you out.

Issues after successfully authenticating at the Citrix login web page

Cannot Launch Applications

Confirm you have the Citrix Web client loaded.

Check permissions on the PC to the %appdata% (Windows XP users the Path= C:\Documents and Settings\User Name\Local Settings \Temporary Internet files) (Windows 7 users the path = C:\Users\User Name \ Downloads). Users must have read /write access to allow the Citrix client to execute.  Launch.aspx is written to this scratch space and initiates the call to the Citrix Secure Gateway to get the client side Public Key. If a Client cannot save the Public key encryption info then the conversation ends. Test = Once you are logged into SBCS right click the application you want to launch and confirm you can save it. If you can’t save it ask your local PC admin for permissions to your “C” drive. If it’s your home PC check your UAC user access control settings.

Cannot Launch and or Applications are slow to respond

Confirm you have the Citrix Web client loaded.

Confirm you only have ONE Citrix Client installed

 

Temporary internet files

The user is prompted to save the launch.ica file.

9 times out of 10 the user has not installed the Citrix Web Client. –Install the client

If the user saves the file and double-clicks it, Citrix opens but then displays an error:

The Citrix SSL server is not accepting connections.

Try clearing the browser’s temporary internet files. If this doesn’t resolve the issue, follow the instructions for adding the site to IE’s Trusted Sites, above. (Strangely, the resolution in a few tickets is to reboot the Home router.)

 

IE Trusted Sites

The user is able to authenticate at the Citrix login page and the applications are available, but the user sees the following warning in the Message Center:

Current browser security restrictions may prevent you from launching applications, or may require your explicit permission to proceed. To launch an application successfully, save the launch file if prompted and double-click the file to start the application.

This message appears only in Internet Explorer. Firefox does not produce the error message. If the user is able to connect to the applications, the message can be ignored.

If the user is unable to connect, the resolution is to add the site to the Trusted Sites list in Internet Explorer:

In Internet Explorer, navigate to the logon URL (EXAMPLE = https://access.ca.gov) Click Tools -> Internet Options -> Security tab.
Click the Trusted Sites checkmark icon, then click the Sites button.
Confirm that the URL (EXAMPLE =
https://access.ca.gov) appears in the top box, and click the Add button. Click Close and OK to return to the login screen.
Log in.

To stop this message from being displayed, go into Internet Options, Advanced tab, and check the box next to ‘Do not save encrypted pages to disk’.

Disconnected sessions

This is one of the few error messages in IT that actually means exactly what it says.

This is not Citrix bouncing you out of the system. There was a network interruption somewhere between your end user device and the Citrix gateway.

Go to the list of applications and click on the application you were disconnected from. It should come right back up where you left it; IF: it has been less than 5 minutes.

 

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Reconnecting to a session

If you experience a Network Interruption that causes you to lose your Citrix session Click the Reconnect Button or click the Application you were working in. Your session should be waiting for you right where you left it if the interruption was less than 5 minutes in duration.

 Printer unavailable issues

Note: You must be able to print locally prior to logging on to Citrix. Citrix creates a virtual print queue for each printer defined on the user’s PC (this affects length of log on time). 

The user cannot find the local printer in the list of available virtual printers.

Disconnect from Citrix, set the local printer to be the default printer, and reconnect to Citrix. If the printer is still missing, Log off Citrix and log back on the virtual Print Queues are created at log on time.

Printer offline issues

While connected to Citrix, the user receives periodic messages having to do with ‘a network printer is offline’.

Check the physical printer. It is likely jammed or out of paper.

Multiple Monitor Issues

Citrix Supports Multiple Moniotrs –Mostly--

Error = Seamless windows don’t resize correctly or extend past the primary Windows monitor

MS Windows can stretch the image across multiple monitors and allow you to move apps across multiple video cards.

Citrix supports multiple monitors from the same video card using  the same settings;( ie. Color, resolution, refresh rate etc…)

Note: The newer Citrix clients are better at this 10.X and above, however remember that when you log into Citrix it try’s to calculate a rectangle for the seamless windows to launch in. If all your monitors are different it may go wonkie on you and not display correctly. If you can get it to work great but remember there is a difference between works and supported. Works! is great;  supported means that staff can submit a trouble ticket to Citrix about it.

 

Accessing the local machine’s hard drive

Once in Citrix, Launch “Explore Files”.

Browse the list of drives in the left-hand pane and locate “C$ on ‘Client’ (V:)“. This is the local workstation’s C: drive. Click on the drive to open it.

If the Local “C” is not mapped and you cannot access it

Transfering Files from the local machine’s hard drive to the virtual drives in Citrix is Slow

If your departments ISO has authorized the local machines hard drives to be mapped you have access to your “C” “D”….drives.

Note: you will only have access to what you normally have access to on the local workstation “C” drive (i.e. your user data)

Best Practices = open Windows Explorer in Citrix navigate to the Client “C” drive and the file you want to upload, Ctrl C or right click copy and paste to your destination in the virtual desktop (i.e. H:\documents ).

 

Best Practices = In our environment we recommend File transfers of less that 30MB and Clipboard transfers of less than 5MB. (Users can exceed these however it is slow)

 If users have large files to transfer on a regular basis this is not the way to do it.

Large files to Transfer Best Practices = we recommend using the SFTP service from OTECH. http://www.servicecatalog.dts.ca.gov/services/sft/overview.html

 

Proxy Errors

NOTE: Cloud Computing Services (SBCS CITRIX) doesn’t have a Proxy Server.

 if you see a PROXY Error it is your home or worksite\Organization’s Proxy server.

Please confirm your local IT Administrators haven’t changed any settings in IE via the Domain Group Policy or PC Local Policy

SBCS doesn't have a Proxy server; so any proxy error is not an SBCS error.

https://Access.ca.gov  is a destination like http://www.Google.com  It is Internet accessible with no road blocks on our end.

Some Errors we have seen

Connecting through Citrix secured gateway. Error reading from proxy server. 

Uninstall and reinstall the Citrix client. Only the web plugin component should be installed.

Or More Likely ------check your client side proxy server to confirm your proxy is open.

If you see this ERROR

 

 

Here is a good test for Proxy Server Errors.

GO TO à OPEN Internet Explorer àTools àInternet OptionsàConnectionsàLAN Connections button   and UNCHECKED the box to use a proxy server (see pic)

(IP address of Proxy server obscured for security)

*****If you can log on and Launch applications normally it’s a PC/IE configuration issue not a Citrix issue.*************

The fix = click the Advanced button on the LAN settings window (see path above) Confirm access.ca.gov is in the Exceptions list.

Check the box that says to “Automatically detect settings” (this forces IE to read the Proxy exception list)

 

SSL Errors *******NOTE: THE SBCS SERVICE ONLY USES TLS

#1Confirm TLS is enabled

#2 confirm your PC time is correct ----(Time and Time Zone)

SSL error 61 (the server certificate received is not trusted)

Run Windows Updates and update the root certificates.

SSL error 68 (the SSL certificate is not yet valid)

Set the local system clock to the current date and time.

SSL error 70 (the SSL certificate is no longer valid)

Set the local system clock to the current date and time.

SSL/TLS error: The certificate validation failed.

http://support.citrix.com/article/CTX125056

The Citrix SSL sever is not accepting Connections.

Try clearing the browser’s temporary internet files. If this doesn’t resolve the issue, follow the instructions for adding the site to IE’s Trusted Sites, above. (Strangely, the resolution in a few tickets is to reboot the Home router.)

Cannot Connect to the Citrix Presentation Server

“There is no Citrix SSL Server Configured on the specified address”

Check the End Users ISA or Proxy settings (see Proxy Error section) remember IE has individual settings for each user who uses the PC / Laptop so check permissions. Users must have read /write access to %appdata%

Please confirm your local IT Administrators haven’t changed any settings in IE via the Domain Group Policy or PC Local Policy

Check permissions on the PC to the %appdata% (Windows XP users the Path= C:\Documents and Settings\User Name\Local Settings \Temporary Internet files) (Windows 7 users the path = C:\Users\User Name \ Downloads). Users must have read /write access to allow the Citrix client to execute.  Launch.aspx is written to this scratch space and initiates the call to the Citrix Secure Gateway to get the client side Public Key. If a Client cannot save the Public key encryption info then the conversation ends. Test = Once you are logged into SBCS right click the application you want to launch and confirm you can save it. If you can’t save it ask your local PC admin for permissions to your “C” drive. If it’s your home PC check your UAC user access control settings.