This action might not be possible to undo. Are you sure you want to continue?
This Brief Troubleshooting Guide is intended as the first resource for Citrix administrators and Citrix engineers to troubleshooting technical issues for all Citrix technologies. The Brief Troubleshooting Guide provides you with a single point of access to narrow down your technical issues and help you resolve as many issues as possible in an autonomous manner. Citrix Technical Support™ expects you to have carried out the basic troubleshooting before you contact them and will request this information from you, proactively helping to decrease resolution time. Each product section includes a brief product description, supported languages, links to Citrix Knowledge Base articles, third-party articles, troubleshooting tools, and questions and information to gather to help you pinpoint the your technical issues.
An electronic copy of this document is available from CTX106727 This Brief Troubleshooting Guide should be used when tackling any issue. The Knowledge Center continues to be a very useful resource and is constantly being updated by Citrix Technical Support engineers worldwide. If there is a Knowledge Base article that you would like to see in our Knowledge Center, please let us know. Any feedback you have on this Brief Troubleshooting Guide is also welcome. Please mail your feedback to BTG@citrix.com
3 2.4 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles 3. Network Manager for Citrix Presentation Server 5.3 7. Installation Manager for Citrix Presentation Server 4.5 Languages Supported Administrator’s Guides Supported Versions Troubleshooting Questions to Ask Related Knowledge Base Articles 4 .4 1. Presentation Server Management Pack for MOM 6. Resource Manager for Citrix Presentation Server 3.5 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 5.Table of Contents 1.2 2.4 3.2 3. Citrix Presentation Server for Windows 1.3 5.5 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 4.1 1. Languages Supported Administrator’s Guides Supported Versions Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 8 8 8 8 9 14 14 15 15 15 15 16 17 17 17 17 17 17 18 18 18 18 18 18 19 19 19 19 19 20 20 20 20 20 21 21 21 21 21 23 Citrix Desktop Server / Citrix Desktop Broker 2. Citrix EdgeSight 7.2 1.1 6.1 4.1 2.3 4.4 7.1 3.2 4.4 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles 7.1 7.3 3.3 1.2 5.2 7.6 2.1 5.4 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles 6.5 1.2 6.4 4.3 6.
Citrix Access Gateway. Citrix Access Gateway.2 10.1 13. Advanced Edition 11.5 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 12.4 11. Standard Edition 10. Web Interface for Citrix Presentation Server 9.6 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask WI 4.4 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles 24 24 24 24 24 25 25 25 25 29 30 30 31 31 31 31 32 33 33 33 33 34 34 35 35 35 35 35 35 37 38 38 38 38 38 38 40 41 41 41 41 41 43 9.4 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles 11.1 11.4 12.4 9. Citrix WANScaler 14.5 9.3 14.4 14.2 13.2 11.4 13.1 12.5 and Password unlock and reset Troubleshooting Related Knowledge Base Articles Other Relevant Information 10. Citrix Access Gateway.1 8.3 9.3 13.6 Languages Supported Administrator’s Guide & Firmware Downloads Supported Hardware Versions Supported Software Versions Troubleshooting Questions to Ask Related Knowledge Base Articles 14.3 12.5 13.1 14. Citrix Access Essentials 8.3 11.3 10.2 14.8.3 8.2 8. Enterprise Edition 12. Citrix NetScaler 13.6 Languages Supported Administrator’s Guide & Firmware Downloads Supported Hardware Versions Supported Software Versions Troubleshooting Questions to Ask Related Knowledge Base Articles 13.1 9.2 9.1 10.5 12.2 12.5 Languages Supported Administrator’s Guide Supported Versions Troubleshooting Questions to Ask Related Knowledge Base Articles 5 .
2 20. UNIX Client 18.4 18.2 15.3 17.1 20.4 19.2 19.1 19. ICA Clients 17. CDF (Citrix Diagnostic Facility) 20.5 Application streaming licensing notes 20.5 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 18.1 18.6 What is the Common Diagnostics Facility? How the CDF works Products Supported How To Enable Tracing Tools Related Knowledge Base Articles 6 .3 18.5 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 17.6 19. Citrix Application Firewall 15.1 17.15.2 16.5 15.2 17.3 20.4 15.3 15.1 16.3 16.6 Languages Supported Administrator’s Guides Supported Hardware Versions Supported Software Versions Troubleshooting Questions to Ask Related Knowledge Base Articles 44 44 44 44 44 45 45 46 46 46 46 49 49 50 50 50 50 51 51 52 52 52 52 52 53 53 54 54 54 54 55 55 55 56 57 57 57 58 58 58 59 16.5 18.7 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information What’s new with Presenattion Server 4. Citrix Licensing 19.6 Current Version Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 19.4 17.4 16.4 20.5 20.5 19.3 19.2 18.1 15. Secure Gateway for Citrix Presentation Server 16.
Conferencing Manager for Citrix Presentation Server 23.5 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 60 60 60 60 61 61 62 62 62 62 64 65 65 65 65 66 66 67 67 67 67 68 69 69 69 70 70 70 71 22.2 21.3 23.1 25. 7 . It is provided.3 21. Citrix Password Manager 22.5 25.1 22.2 22.2 25. Contacting Citrix Technical Support 25.4 25.4 21.4 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles 25.1 24.5 Languages Supported Administrator’s Guide Troubleshooting Questions to Ask Related Knowledge Base Articles Other Relevant Information 24.4 Languages Supported Administrator’s Guides Troubleshooting Questions to Ask Related Knowledge Base Articles 23. Citrix MetaFrame Secure Access Manager 21.3 24.1 21.2 23.1 23. without warranty of any kind.3 25.21. Citrix Presentation Server for UNIX 24.4 23. and Citrix accepts no responsibility or liability for use of this information.3 22.6 Your Citrix Technical Support Checklist Citrix Technical Support Uses GoToAssist Contacting Citrix Technical Support via Telephone Contact Details Contacting Citrix Technical Support via Web Citrix Technical Support Goes On Site – EMEA region only The information in this guide is accurate to the best of the company’s knowledge at the time of publication.2 24.
2006 there is no further support of any level available for the MetaFrame 1. and Citrix Presentation Server 4.asp?familyID=19&productID=186 1. Spanish. On June 30. http://www.Citrix Technical Support: Brief Troubleshooting Guide 1. It offers both application virtualization and application streaming delivery methods to enable the best access experience for any user.com/docs/ Most popular versions • CTX112223 • CTX106319 • CTX103723 Citrix Presentation Server 4.8 Licensing 8 . For further information regarding Citrix Product Lifecycle Support. unless otherwise specified.8 for Windows CTX107558 Troubleshooting MetaFrame 1.8 product line.3 Supported Versions There are currently three releases of Presentation Server supported by Citrix – Citrix® MetaFrame® Presentation Server 3.2 Administrator’s Guides Each version of Presentation Server for Windows has its own Administrator’s Guide.0 1. Effective January 1. 2007 Citrix announced the End of Life (EOL) Schedule for the MetaFrame XP® Presentation Server product line.8 can be found in the following locations: CTX107559 Troubleshooting MetaFrame 1.com/site/PS/products/product. see the Citrix Web site – http://www. Citrix Presentation Server 4.0 Citrix MetaFrame® Presentation Server 3.asp?slID=5107&tlID=5110 The MetaFrame XP® Presentation Server Administrator’s Guide can be found here: MetaFrame XP Application Server for Windows with Feature Release 3 CTX16879 Troubleshooting Guides for MetaFrame 1. German 1. 2004 Citrix announced the End of Life (EOL) Schedule for the MetaFrame 1.1 Languages Supported English.5 Citrix Presentation Server 4. working over any network. Citrix Presentation Server for Windows Citrix Presentation Server™ is the de facto standard for delivering Windows® applications at the lowest cost – to any user. As of July 1 2007 there will be no further support of any level available for the MetaFrame XP product line. French. The troubleshooting information below applies to all three of these releases.citrix.Citrix. with any device.8 product line. These can be found in the Product Documentation section of the Citrix Web site – http://support.citrix.0.5.0. On February 2. anywhere.com/site/SS/supportThird.
Presentation Server computer information and event logs) – See CTX104578 for more information. • • • • • • Are you enabling IMA encryption during the installation? (Citrix Presentation Server 4. version(s) of Presentation Server.exe mps.5 only) o What error do you receive? o Is it the first server of the farm or are you joining an existing farm? o Are you using a new key or an existing key? Send the Install log generated using “msiexec. operating system(s) of server(s). 9 . CTX106529 • Which account was used during the install? NOTE: There are two different user accounts involved: the first is the user you are logged in as while you are performing the install. • Does the problem occur with local database (Access or MSDE or with Oracle/SQL? If third-party database.) • Can the issue be reproduced when using RDP? • What troubleshooting steps have you taken to resolve this issue? • Have you tested with seamless and non-seamless connections? Troubleshooting Installation • Where in the install did the failure occur? Send a screenshot of the last panel seen before the failure occurs. The second is the user account you specify while connecting to the SQL db or Oracle db during install. o Run the CTXDataXP utility available from Citrix Technical Support to collect environment information (MF XP only) – See CTX106682 for more information • For assistance in determining the version of Presentation Server that is running manually.msi /L*v install. is it on a dedicated database server? • Is the installation performed from a CD or a network share? Does it work if the CD is copied to the server? • Are you trying to install onto a Domain Controller or server with different OS language? This is not supported.4 Troubleshooting Questions to Ask Gather general information • What are the details of your environment – size of server farm. please see the article CTX107570 • Which type of clients are in use (If this is a client issue refer to the ICA® clients section)? • What is the exact issue that you are having (what is happening – what should happen)? • What are the exact steps to reproduce the issue? • When did it start? What triggered the issue? • Who is affected by the issue (administrators and/or users)? • Does the issue affect all servers or only some? • Do you get an error (send screenshot) or an event in the Event Log? • Can the issue be reproduced at the server console in a loop back session? (Make a test ICA connection from the server back to the same server desktop. WAN/LAN architecture? This information can be obtained automatically by using one of the following methods: o Run the diagnostic tool from the Access Management Console (you can collect server farm information. please obtain and send. • Are there any errors recorded in the event viewer? If so.Strategic Readiness 1.log” During the installation are you joining a farm or creating a new farm? Is the server built from an image (Ghost / Altiris / etc)? Is the install a standard install or unattended install? Check the build number in the Readme on the Presentation Server CD. Service Packs.
• Is the same behaviour seen with a local account from the server? With an admin account? With a brand-new user account? • Can you ping the server and telnet to the ICA port (1494 by default)? • Are there any routers. CTX809548 – How to Determine the MDAC (Microsoft Data Access Components) Version.) • Can you make a direct ICA connection to the server? Using its NetBIOS name? IP address? Using Program Neighborhood®.x enable tracing via the CDF and send the log file from the server during an attempted IMA service restart to Citrix Technical Support CTX104578. • What is the currently loading plug-in? Check in: HKLM\SOFTWARE\Citrix\IMA\Runtime\CurrentlyLoadingPlugin? • Check troubleshooting IMA service article for possible causes – CTX105292.4.5 versions). • Is Load Manager showing correct info in the Presentation Server Console CTX103441? If incorrect take a screenshot and send to Citrix Technical Support. • Are you using throttled load balancing? (Presentation Server 4.0 and Presentation Server 4. enable IMA Subsystem tracing.) • Use Qfarm to identify which server is DC. • For MetaFrame XP. • Run qfarm/app and send Citrix Technical Support the result (included in CTXDataXP). Medium-low) Does the issue persist when default load evaluators are used? Troubleshooting Connectivity Issues • Check article CTX106250 for Troubleshooting ICA Session Initialization steps. Can disable on the server via Management Console | Farm properties | Session reliability tab or ICA client Application set settings | Default options • Use netstat to check that server is listening on connection ports: o 1494 (by default) for ICA o 2598 (by default) for Session Reliability 10 . Medium. Medium-high. • Are there many disconnected sessions (disconnected sessions do not use load balancing) – CTX439031? • Are you using Custom Connections to connect directly to a specific server? These do not use the load balancing system. See CTX539756 to determine which modules to trace. • Verify in the Administrator’s Guide that the MDAC is a supported version.x only) o What is the impact of logons on load set to? (Extreme. Troubleshooting Load Manager • Ensure that you have the Advanced or Enterprise Edition of Presentation Server (pre. High.Citrix Technical Support: Brief Troubleshooting Guide Troubleshooting IMA service and Data Store • What is the Data Store type? Is it on a dedicated server? CTX105257 • Is a change farm possible to confirm that the DS is not corrupt? (Refer to chfarm section of Administrator’s Guide. and send log to Citrix Technical Support. • Does changing the Data Collector help? Farm Properties (Zone – Set Election Preference) • Does the IMA service start? If not.0 and Presentation Server 4. what is the error message? Check Event Viewer – send errors to Citrix Technical Support. Web Interface or Published Application? • Does a loopback connection work (ICA connection from the server console back to the same server)? • Can you delete and create a new ICA listener from the Citrix Connection Configuration tool? • Can you capture a network trace of a successful and unsuccessful connection? • Can you connect if Session Reliability is disabled? (MetaFrame Presentation Server 3. • For MetaFrame Presentation Server 3.x only). Highlight server to set Edition. firewalls or proxy servers used between the client and the server? • Can you connect using RDP? • Do you use TCP/IP+HTTP or only TCP/IP? (Check PN > Application Set Settings > Network Protocol.
Check if there are any policies with higher priorities with similar settings.0 printer functionality by enabling the Legacy Client Printers rule in the policy. See the Virtual IP section below. 32bit or 64bit application? Any other application details? • Does the application run properly when you are logged in at the server console? • Do you have the same issue when you make an ICA connection to a desktop? • Do you experience the same problem using a seamless connection? A fixed sized window? Different colour depths? • Is it working with an RDP client? • Was the application installed using Add/Remove Programs? (change user /install mode) • CTX101709 .0 • CTX111464 – CTX_SMAUser Re-creation tool Questions for Application Install & Integration Issues • Is this application a multi-user application Ref TechNet (check with vendor)? Consider using AIE.0 • Test ICA client 9. • For Presentation Server 4.) • Is driver mapping or compatibility list used? (Check in CMC | Printer Management | Drivers tab | Compatibility. Citrix Presentation Server 4. check that the policy is actually enforced on the session of the server registry key HKLM | Software | Citrix | Sessionid • CTX107137 – Troubleshooting Printing Problems In Presentation Server 4. • Test reverting to pre-4.0 Client • CTX106623 – Failure to Create Printer Monitors or Drivers When an Application is Installed into an Isolation Environment • CTX106629 – Client Printers Fail to Autocreate in Presentation Server 4. extra troubleshooting steps are required.x • Printing architecture is changed in version 4. Does the application work properly if the feature is disabled or the offending processes are excluded? • For Presentation Server 4.0.How to Troubleshoot Application Integration Issues • Can you install the application on a server without Terminal Services? • For Presentation Server 4.0 or later to take advantage of version 4. • While a user is logged in. check if CPU Utilisation Management is enabled at the farm or server level.) • Is the printer issue only with a specific application? Test that application with RDP. check if Memory Optimisation is enabled at the farm or server level. Does disabling this feature affect the application? 11 .0 printing changes • CTX106698 – Unable to Print from Presentation Server 4. • Check the policy filter. Check if there are any policies with higher priorities.Strategic Readiness Troubleshooting Printing Issues General • What kind of printer is it? Client autocreated / Client network printer / CMC assigned network printer? • What are the make and model and driver of the printer? • Is the driver installed on the Presentation Server? (Check in Print Server Properties | Drivers tab or CMC. • Are printers created synchronously or after application is displayed? Check application properties | client options.0 and above.x.x. • CTX458114 – Steps for Connecting Local Printers to Thin Client Devices • CTX774641 – Printer Driver Replication Failed for Certain Printers and Printer Drivers • CTX104553 – A4 Paper Size Setting and Citrix Printing • CTX051476 – Troubleshooting the Deletion of AutoCreated Printers MetaFrame Presentation Server 3.0 when Connecting via ICA 9. what language was it written in? Is it a 16bit. • Is AIE involved? Refer to Troubleshooting Application Isolation Environments below.x.0.0 • Does the printer autocreate if Universal Print Driver (UPD) is used? CMC | Printer Management | Properties | Universal Driver) • For autocreation issues refer to CTX681954 – Troubleshooting Citrix ICA Printer Autocreation • For printer settings issues refer to CTX959786 – User Defined Printer Properties • Check the CMC | Policies node for any Citrix policies that control printing – check the policy filter. • Autocreation of printers is now manually controlled and to be configured through a policy in the Management Console and no longer automatic. check if the application requires unique client IP addresses or loopback address (127. • What is the name and version number of the application? • If the application is custom-written.1) to function properly.
• If a process crashes. Compaq. FTP to the Citrix site – contact Citrix Technical Support for FTP instructions. consult the Administrators Guide (p 240).dmp – FTP details available from Citrix Technical Support. • Check that the correct IP address is being assigned to the process by using TCPView from SysInternals. Contact Citrix Technical Support for FTP instructions. can you create one? • If the server freezes completely. a Dr. • Ensure that the IP Address range provided to the Presentation Server(s) is unique and is on the same subnet as the Presentation Server(s).dmp or user. • To determine whether the application requires a Virtual IP address or Virtual Loopback address. • Is the application installed into an AIE using AIESETUP or associated with an AIE? Check Management Console AIE Properties. • If there is a red ‘X’ beside the server name when configuring farm properties.Citrix Technical Support: Brief Troubleshooting Guide Troubleshooting Performance Issues / Server Lock-ups • What kind of server (IBM. Watson doesn’t work as the default debugger. ensure that Virtual IP is enabled at the server level – CTX106063 Troubleshooting Application Isolation Environment Issues (Presentation Server 4. • CTX106595 – Unable to Start Different Versions of Acrobat Reader in an Isolation Environment from a Single User Session 12 . you may need to work with your application vendor to determine the specific requirements of the application. Watson dump is generated (see Q308538. • Ensure that the Virtual IP address range is correctly assigned to appropriate servers via the Farm and/or Server properties. • Is it possible to create a new AIE in the Management Console and try again? • Verify that the folders and registry keys were created after application install > check AIE properties for exact locations. • Does the application launch successfully using the AIERUN command on the server console? • Is it possible to publish the application? • Can the application be correctly seen in the Management Console AIE properties after installation? • Why exactly did the application need to be isolated? • Can you provide a copy of the software to Citrix Technical Support for testing? • You should involve the software developer. Dell. can you generate a full dump (Q244139)? • Can you see which process and thread (TID) is hogging CPU using Qslice (from Windows Resource Kit)? • CTX106110 – How to Get a Spiking Thread ID Using Process Explorer When QSlice Utility Does Not Work • Can you get a user dump of the process that is using high CPU (Q278689) FTP to the Citrix site. • If your server crash is caused by Citrix then send/FTP the memory.x Only) CTX106868 – Application Isolation Environments Explained CTX106100 – Application Isolation Environment Supported Applications • Refer to Advanced Concepts Guide Troubleshooting Application Compatibility Issues section • Ensure that AIE is enabled in the Management Console Farm Properties | Isolation Settings. • CTX105888 – Dr. • Does the application install correctly using the AIESETUP command? What is the error message? • Are there any sessions at install time? Reboot the server and retry. Q246084). • Check that the correct processes are configured for Virtual IP and/or Virtual Loopback within the Virtual IP Process section of the Farm Properties.x Only) • To correctly configure the Virtual IP feature. they may advise to add rules to the AIE properties. etc.) and how much CPU and RAM? • Does the Event Viewer show any entries just before the slow-down or trap occurs? • Under what conditions is the server lock-up seen? • Does the slow-down also occur when connected using RDP? • Is the server blue screening? What STOP code? • Troubleshooting blue screens – Q216206. • Is a memory dump created? If not. Troubleshooting Virtual IP Issues (Presentation Server 4.
0? • Are you using Web Interface version 4. For further information regarding Citrix Product Lifecycle Support.com/site/SS/supportThird.0 Migrating to MetaFrame Presentation Server 3. see the Citrix Web site: http://www. • Are they all being used? • Does the Web Interface receive a license from the License Server? CTX112636 – Application Streaming Licensing Explained • When does the error occur? o When starting the installation? o When running the installation? o When saving the profile? • Is the same issue experienced on a different profiling station? Migrating and Upgrading Presentation Server from Previous Versions Citrix recommends using the latest release of Presentation Server.Strategic Readiness Troubleshooting Citrix Application Streaming (Presentation Server 4.5? • How is the streamed application configured in the published application’s properties/where is the application delivered? o Streaming to Server o Streaming to Client • Are there any errors returned when streaming the application? • Is the application configured for offline access? • Do you have the RADE client installed on the client machines? • Is Web Interface configured for Streaming or Dual Mode? • Do you have any Streaming Policies enabled? • Are the correct permissions configured on the file server hosting the application profile packages? • Do you have Application Streaming licenses installed on the license server? (Note: these are different from the licenses for Presentation Server 4.5? • Are you using Citrix License Server version 4.asp?slID=5107&tlID=5110 When migrating your server.5 Administrator's Guide – Page 77-84 Migrating to Citrix Presentation Server 4.5 Enterprise or Platinum Edition installed? • Are you using Program Neighborhood Agent version 10.5). and having all servers on the same product and service pack.5 Only) CTX112526 – Citrix Application Streaming Guide • Do you have Presentation Server 4.0 13 .0 Upgrading to MetaFrame Presentation Server 3. CTX112223 CTX106832 CTX104486 CTX104207 Citrix Presentation Server 4. you should consult the guide (below) corresponding to the version you wish to migrate your system to.citrix.
. UPD Troubleshooting and Optimizing Digital Dictation Troubleshooting Client Clipboard Issues Troubleshooting Server to Client Content Redirection Troubleshooting Various Client Drive Mapping Issues The Logon Process Hangs At "Running logon scripts.." Troubleshooting Slow Logons Troubleshooting Slow Logoff FAQ: The CPU Utilization Management Feature Virtual Memory Optimization Feature Error: Could Not Write Application Data to the Citrix Server Farm. Troubleshooting TWAIN with Citrix Presentation Server 4..6.0 Error: An unknown error occurred while communicating with server <servername> Explaining Printer Properties for Network Printers Known issues with Windows 2003 Service Pack 1 How to Recreate the Ctx_SmaUser Account 1.5. Other Relevant Information • CTX107059 Advanced Concepts Guide for Citrix Presentation Server 4.0 • CTX104144 Advanced Concepts Guide for MetaFrame Presentation Server 3. Related Knowledge Base Articles • • • • • • • • • • • • • • • • • • • • • • • • • • CTX107572 CTX101892 CTX564283 CTX159159 CTX424827 CTX051476 CTX089874 CTX104216 CTX086028 CTX103126 CTX238200 CTX107433 CTX101705 CTX104891 CTX106021 CTX106023 CTX956895 CTX107323 CTX106951 CTX102750 CTX106920 CTX107411 CTX106610 CTX228511 CTX106058 CTX106393 Troubleshooting Tools for Your Citrix Environment Application Troubleshooting in a MetaFrame Environment How to Troubleshoot 1003 and 1004 Terminal Server Licensing Errors Troubleshooting and Explaining Session Sharing Troubleshooting and Installing the Citrix Web Console Troubleshooting the Deletion of AutoCreated Printers Troubleshooting and Explaining the Citrix Universal Print Driver.0 14 .Citrix Technical Support: Brief Troubleshooting Guide 1. Unable to Delete Objects from the Citrix Management Console Session Stays in Active State after User Logs Off Seamless Applications Launch in a Fixed Window Error: You do not have access to logon to this Session..
if applicable? 15 . physical Windows workstation in front of them. Has the AMC software. • • • • • Installation • • • • • • What installation scenario was used: Single-server. Is the MSDTC installed on all servers in the farm? Do all servers have a unique MSDTC ID? This ID can be found at the following registry setting: HKLM\Software\Microsoft\MSDTC\Security\XAKey o If the ID is identical on one or more of the servers MSDTC has to be uninstalled and after a restart reinstalled on the affected servers. Organizations can use Citrix Desktop Server to provide a virtual work environment for employees who need access to a hosted desktop that provides a user experience similar to having a dedicated.1 English Languages Supported 2.3 General Troubleshooting Questions to Ask • • • Are all the servers in your farm Citrix Desktop Servers? Are all the servers in the farm within a domain? Are there any user accounts which are identical but in different domains? o If yes. Multiple-server or Multiple Server with separate installation of the management components? What database is used for the farm data store? What database is used for the Desktop Broker database (cvmdb)? Does the user running the installation have creation permission rights to the cvmdb database? Is the DNS-name of the Desktop Server the same as its NetBIOS-name? Does the user account being used for installation make use of permissions compatible with pre-Windows 2000 domain? Problems with Desktop Broker Console • What account is used for the “Citrix Desktop Server Broker Database Service” in COM+ Applications of Component Services.2 Administrator’s Guide Administrator's Guide for Desktop Broker for Citrix Presentation Server CTX111007 2. managed service from the data center without compromising the end-user experience. which is used to configure the Citrix Desktop Server farm. 2. which can be found on the Identity-tab • Does the console open when using an account that has administrator rights on the CDS server and the database server.Strategic Readiness 2. one of the accounts will need to be changed as the Desktop Server will see these two different accounts as the same account when allocating a published workstation image. been installed from the Desktop Server CD? Check ODBC connections if unable to connect to the Datastore? For data store troubleshooting please refer to the Citrix Presentation Server section. Citrix Desktop Server / Citrix Desktop Broker Citrix Desktop Server™ allows you to deliver desktops as a secure.
0 server? (check the Presentation Server section for further details) Is there any issue running a RDP session on the Desktop Server 1.Citrix Technical Support: Brief Troubleshooting Guide Connecting • • • • • • • to a Hosted Desktop What is the status of the desktops in the Desktop Broker Console? Does the status change after resetting the desktop in the console? Is there any connectivity issue between the ICA client and the Desktop Server 1.0 to an available hosted desktop? Is there an issue when running Session Manager from the command line on the Desktop Server? If there are multiple servers: does Session Manager cause the same issue on all of the servers when triggered from the command line? Is the connecting user a member of the Remote Desktop user group on the Hosted Desktop? 2. when Connecting to a Hosted Desktop Broker Desktop • CTX111921 Cannot Use Windows Key Combinations with Desktop Broker • CTX111175 Error: The user (user name) is currently logged on this computer.4.0 Licensing Explained • CTX111177 How to Redirect the Desktop Broker Database Service Server to Another Database Server • CTX111836 Error: Failed to load RDP Client .. Only the current user or an administrator can log on this computer 16 .. Related Knowledge Base Articles • CTX111180 Best Practice for Configuring a Group Policy for Synchronizing ICA and RDP Session When Implementing the Desktop Broker Feature • CTX113277 Citrix Desktop Server 1.
RM Summary Database • What database type is being used? SQL / Oracle. Related Knowledge Base Articles • • • • • • • • CTX103807 CTX103248 CTX103121 CTX103021 CTX107532 CTX112124 CTX110534 CTX101581 Webcast Resource Manager Architecture and Troubleshooting Resource Manager Summary Database – Database connection error Explaining the Resource Manager Node within the Citrix Management Console How to Query the Resource Manager Database for Clientname and IP Address Understanding Resource Manager Summary Database Updates Resource Manager Status: No License for Resource Manager SQL Server 2005 Configuration for Resource Manager Summary Database An Unknown error occurred while trying to get the log for Resource Manager. for all Presentation Servers in the server farm.1 for Oracle 17 .1 Languages Supported English. please check that other databases are working correctly on that server. French. Enterprise Edition of Presentation Server is required. Use add/remove programs to add or remove Resource Manager plug-ins for the Presentation Server Console. Error code: C0160AE3 3. Resource Manager for Citrix Presentation Server Administrators can use Resource Manager for Citrix® Presentation Server to monitor report and collect server resource metrics.3 Troubleshooting Questions to Ask Resource Manager is installed by default with the Enterprise or Platinum edition of Citrix Presentation Server.5 Resource Manager for Citrix Presentation Server 4. German 3.0 Resource Manager for MetaFrame Presentation Server 3. • Can you back up your Summary Database and send it to Citrix Technical Support? Please refer to your Database documentation for information on how to make a backup.2 Administrator’s Guides Resource Manager for Citrix Presentation Server 4.4.0 CTX112421 CTX106471 CTX103746 3. Installation • • General • • CTX104629 – Troubleshooting Resource Manager Issues Contact Citrix Technical support For the utility to reset Resource Manager Metrics Thresholds to the default values. Spanish. 3.1 • CTX109837 Resource Manager Web Console 4. Other Relevant Information • CTX109580 Resource Manager Semantic Model Demonstration • CTX107026 Resource Manager Web Console 4.5.Strategic Readiness 3. 3. as well as the execution of processes.
1 Languages Supported English. German 4.0 provides useful information about specific compatibility issues that occur if you package.5 Citrix Presentation Server 4. FR3 • PackageUtil A tool to update Installation Manager package file shares is available from Citrix Downloads. Related Knowledge Base Articles • CTX104225 Error applying transforms. Spanish.Citrix Technical Support: Brief Troubleshooting Guide 4. Installation Manager for Citrix Presentation Server Installation Manager for Citrix® Presentation Server is a feature of Citrix Presentation Server. Other Relevant Information • CTX106516 Citrix Installation Manager Application Compatibility Guide for Presentation Server 4.3 Troubleshooting Questions to Ask General CTX104859 – Troubleshooting Installation Manager Issues 4. Enterprise Edition that allows you to rapidly deploy applications and software components to your servers from a central location. install. FR3 CTX112379 CTX106469 CTX103718 CTX15807 4. 18 . • CTX105048 Citrix Installation Manager Application Compatibility Guide for MetaFrame Presentation Server 3.Citrix.0 MetaFrame XP Presentation Server. http://www. Verify that the specified transform paths are valid • CTX101787 Installation Manager concerns when executing CHFARM 4.0 • CTX101927 Citrix Installation Manager Application Compatibility Guide for MetaFrame XP Presentation Server. French.com/site/PS/products/product.2 Administrator’s Guides Installation Installation Installation Installation Manager Manager Manager Manager for for for for Citrix Presentation Server 4.0 MetaFrame Presentation Server 3.asp?familyID=19&productID=186 4.4.5. or uninstall applications using Installation Manager.
1 Languages Supported English. Related Knowledge Base Articles • CTX826119 Trap Dialogs do not pop up on the Network Manager Unicenter Plug-in 19 .2 Administrator’s Guides Network Network Network Network Manager Manager Manager Manager for for for for Citrix Presentation Server 4.4. Network Manager for Citrix Presentation Server Network Manager for Citrix® Presentation Server is the component included with the Enterprise Edition that provides systems management capabilities through third-party SNMP management consoles. German 5.com/site/PS/products/product.3 Troubleshooting Questions to Ask General CTX701562 – Troubleshooting Tips for Network Manager 5.0 MetaFrame Presentation Server 3.Citrix.Strategic Readiness 5. FR3 CTX112378 CTX106453 CTX103745 CTX19193 5.5 Citrix Presentation Server 4.0 MetaFrame XP Presentation Server.asp?familyID=19&productID=186 5. http://www. French. Spanish.
2 Administrator’s Guide Management Pack (Citrix Presentation Server 4.microsoft. and trend analysis.0) CTX106454 6. filters.4. Presentation Server Management Pack for MOM The Presentation Server Management Pack for Microsoft Operations Manager (MOM) is for system administrators who want to monitor the health and availability of their Citrix Presentation Server.mspx#MOM http://www.com/English/SS/downloads/details.citrix.1 English Languages Supported 6.com Downloads area: http://www.msc for any errors Ensure that the Citrix WMI service is running in services. Enterprise Edition servers and server farms. see Microsoft’s Web site: http://www. alerting and reporting. analyzes.citrix. responds. event management.msc.3 Troubleshooting Questions to Ask Installation The management pack can be downloaded from www. http://www.com/English/SS/downloads/details.microsoft. For more information about MOM.com/mom. MOM collects. System administrators can use MOM for performance monitoring.asp?dID=8218&downloadID=8219&pID=198 6. MOM is a management solution for Microsoft® Windows server deployments.com/management/training/webcasts. and reports on information about computers – all from a single view on a desktop console.citrix.asp?dID=8218&downloadID=8219&pID=198 General • • • • • CTX105241 – MetaFrame Management Pack Support for MOM Check the eventvwr. Related Knowledge Base Articles • CTX107065 Configuring Disconnection Rate Rules in the Citrix Management Pack for MOM 2005 • CTX107064 Configuring Idle Session Rules in the Citrix Management Pack for MOM 2005 • CTX104881 DCOM 10100 – Citrix WMI Provider Cannot Register as a Service 20 . Does restarting the service resolve the issue? What is the error message received in the MOM console? Is the error appearing on all servers? 6.Citrix Technical Support: Brief Troubleshooting Guide 6.
Spanish.log” and send log file? o See CTX110991 Error: The installer has encountered an unexpected error installing this package . IIS website. when Interactively Installing an EdgeSight Agent • Does the EdgeSight server meet necessary requirements? o See ‘System Requirements’ section in Chapter 1-4 of the Installation Guide • Does the EdgeSight Agent for Presentation Server or End Points meet necessary requirements? o See ‘System Requirements’ section in Chapter 1-3 of the Installation Guide • Which account are you using during installation? • Are you upgrading from EdgeSight 4. and is being sold and supported. French.1 is no longer being sold but is still supported. German 7. • Can you create SQL Database during installation? o See CTX111897 EdgeSight Database Installation Fails with Error .2 User Guide CTX111083 CTX111084 7.2 Service Pack 2. EdgeSight 4.msi /L*v install. servers.1 Server to 4. 2006.1 Languages Supported EdgeSight Console: English.citrix.com/English/ps2/products/product.1 to 4. 7.asp?contentID=25119 7. The result: IT organizations have the insight.4 Troubleshooting Questions to Ask Installation CTX111082 – Citrix EdgeSight 4. Reporting Services) on the same machine or on separate machines? Ensure there is connectivity between them.2 Administrator’s Guides Citrix EdgeSight 4. data.2147217900 While Attempting to Create a SQL Database 21 .2 Installation Guide • What error message are you receiving? • Can you enable MSI verbose logging “msiexec. EdgeSight cuts across organizational and geographic boundaries and monitors the actual end-user experience.exe EdgeSightServer. and tools they need to ensure that all IT resources are operating at peak efficiency – so that end-users may do the same. German EdgeSight Agents: English.2 Citrix EdgeSight 4. French. It moves the emphasis away from the “plumbing” – the networks..2 SP2? See CTX112644 How to Upgrade an EdgeSight 4.Strategic Readiness 7. Spanish.3 Supported Versions EdgeSight 4.. and infrastructure that support business – to the business itself and the conductors of that business. Citrix EdgeSight The Citrix EdgeSight™ solution shifts the IT focus from technology and systems to end-users and achieving business goals. By measuring performance and availability from the user’s perspective. http://www.2 was released on October 2. • Are all EdgeSight components (SQL Server.
log File Grows Very Large • CTX111062 Required AntiVirus Software Configuration for the EdgeSight Agent • CTX112491 Configuring the Presentation Server Agent for Run Time Efficiency and Reliability • Are the correct ports opened? o See CTX111113 Error: -2147014847 There was an error connecting to the remote Citrix System Monitoring Agent database o See CTX111107 Ports Required for Citrix EdgeSight • What is the error message you are receiving? Can you send a screenshot? General • Is this a Server or Agent Problem? Server: o Are Alerts coming in? o Are payloads being processed? o Are reports blank? o Are you able to log in to the console? Any HTTP errors? See CTX111779 Error: "HTTP Error 404 – File Or Directory Not Found" when logging on to the EdgeSight console o Is RSSH Service running? o Any IIS lockdown procedures? o Any firewalls/antivirus? Agent: o Are there any application conflicts? Check the event log.Citrix Technical Support: Brief Troubleshooting Guide Configuration • EdgeSight console error ”Reporting Services in not configured or configured incorrectly” o See CTX111313 How to install and configure Reporting Services for use by EdgeSight • Managing Database grooming o See ‘Managing the Database’ section in Chapter 3 of Administrator’s Guide. RunCmdLineApp (WshShell. o Are you using SSL? See CTX111924 Configuring EdgeSight to Use SSL with Microsoft Certificate Services o What is the agent version? o After installing the agent. 9036)? o Check antivirus software configuration CTX111062 CTX111096 Devices with EdgeSight Agents Do Not Show Up in the EdgeSight Web Console CTX111043 Newly Installed EdgeSight Agent Devices Do Not Report Up CTX111871 New Agents Fail to Report Up with Error: zpd_loader. • Check antivirus software configuration CTX111062 22 . Is the License Server installed and appropriate licenses available (EdgeSight Agent for Endpoints/Presentation Server)? Also for licensing problems: o See CTX111099 – EdgeSight Server is unable to connect to the License Server o See CTX111999 – EdgeSight 4.exe and FBServer. does it appear in the EdgeSight Server Web Console? o Are the RSCorSvc.exe running? o Does the same problem exist for EdgeSight Agent for Endpoints/Presentation Server? o Are you able to remote into the agent? o Are the necessary ports on firewalls open (9035. o See CTX111019 Designing a Strategy for Warehousing Historical Data Collected by EdgeSight o See CTX111123 Disk Fills Up Because the EdgeSight Firebird. please check that other databases are working correctly on that server.Exec) : Error executing command.2 Licensing Explained o See CTX111870 – Error: "No Valid Licenses Found" when logging on to EdgeSight o See CTX111204 – EdgeSight Server Error: The Licensed Device Count Has Been Exceeded Any errors on the event viewer of the server (send the event viewer files)? • • • • • Performance Issues • What database type is being used? For SQL 2000SP4/2005.
Related Knowledge Base Articles
• • • • • • • • • • • • • •
CTX112604 CTX112418 CTX112602 CTX112209 CTX111231 CTX111151 CTX111218 CTX111114 CTX111824 CTX110965 CTX111017 CTX111041 CTX111018 CTX110992
• CTX111219 • CTX111282 • CTX111032
Does EdgeSight Support Windows XP Embedded or Thin Clients? Error: No Authorization – An authorization error occurred How the Changes to Daylight-saving Time in 2007 Affect EdgeSight EdgeSight Agent Worker Function Log Files Explained Error: Logon failure: unknown user or bad password ... when Using the Active Directory Logon Authentication Provider Citrix EdgeSight Support for 64-bit Platforms Citrix EdgeSight Frequently Asked Questions How to Enable SSL on the EdgeSight Monitoring Agent after Installation Error: "Could not write to output file" when logging on to EdgeSight console Citrix EdgeSight Performance Management Architecture Generating Reports From Multiple EdgeSight Servers How to Change the Email Address Receiving EdgeSight Operational Emails The Process for Creating a New Custom EdgeSight Report How to Enable or Disable the Presentation Server Functionality in the EdgeSight Server EdgeSight Email Errors: Could not access "CDO.Message" object or "relay denied" Default Reports Included in EdgeSight 4.2 Examples of How to Create EdgeSight Custom Groups Using SQL Queries
Citrix Technical Support: Brief Troubleshooting Guide
Citrix Access Essentials
Citrix Access Essentials™ brings secure remote access and simple, centralized management of applications within easy reach of organizations with up to 75 users. http://www.citrixaccessessentials.com 8.1 Languages Supported
English, French, Spanish, German
Citrix Access Essentials 2.0 Citrix Access Essentials 1.5 Citrix Access Essentials 1.0
CTX113112 CTX109351 CTX107071
Troubleshooting Questions to Ask
What error message are you receiving? Is the installation log file available? o An installation logfile is generated during installation: C:\Documents and Settings\%User%\Local Settings\Temp\ Citrix Access Essentials Install Log.txt o This logfile is deleted after a successful installation Are you installing Access Essentials in a Workgroup or Domain? o Advanced Mode is only available in an Microsoft Active Directory environment Are you installing Access Essentials on a Domain controller? o Installation on a Domain controller only support Basic Mode o Access Essentials 2.0 installed on a Domain controller cannot join a Server Group (Advanced Mode)
Installation • •
General • QuickStart Utility What error message are you receiving? o Is the Citrix Access Essentials service running? See CTX113326 to enable logging for the Citrix Access Essentials Service o Can you enable the QuickStart utility logging? See CTX113328 to enable logging
Citrix Access Essentials is based on Citrix Presentation Server 4.5, Web Interface 4.5 and Secure Gateway 3.0. For this reason many of the same troubleshooting steps and Knowledge Base articles apply, and the earlier sections in the Brief Troubleshooting Guide should be consulted.
Related Knowledge Base Articles
• • • • • •
CTX113192 CTX113326 CTX113328 CTX107097 CTX107170 CTX108124
Citrix Access Essentials 2.0 Reviewer’s Guide How to Troubleshoot the Quick Start Utility in Citrix Access Essentials 2.0 How to Enable Logging for the Citrix Access Essentials Service Citrix Access Essentials - Unsupported Features Error: Installation of Citrix Access Essentials has failed How to Limit Printer Access in Citrix Access Essentials
Web Interface for Citrix® Presentation Server
Web Interface is an application deployment system that provides users with access to Presentation Server applications through a standard Web browser. Web Interface employs Java and .NET technology executed on a Web server to dynamically create an HTML depiction of server farms for your users. Each user is presented with all the applications published in the server farms for that user. With the Web Interface, you have centralized application management capabilities and complete control over the application deployment process. You can create standalone Web sites for application access or Web sites that can be integrated into your corporate portal. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186 9.1 Languages Supported
English, Spanish, French, German, Japanese
Troubleshooting Questions to Ask
General questions • What is the error message? (Send a screenshot.) • What is the version of the Web server (IIS5, IIS6, Apache, …)? • Is the error message coming from the Web server or Web Interface? (Messages from WI will be displayed in the page but you will still see a Citrix logo.) Installation • • • • •
Check .net version installed on IIS server is correct. Is #1.1 installed? Is Msft SharePoint also installed on the server? If so see CTX108178. Do you have any COM error messages in the event viewer? (Send the event viewer files.) Is Citrix Access Management Console for 4.5 installed (for Web Interface 4.5)?
Web Site creation • Did you create a Web site using the Access Management Console after installing Web Interface? (Web Interface 4.5 does not create a default Web site during installation.) • Are you trying to create a Web site using central or local configuration? • If using central configuration, is the server hosting the Access Management Console on the same domain as the Citrix Presentation Server 4.5? • Is the Web Interface server part of a different domain (as the Presentation Server) or a workgroup? • If using Central configuration, are you pointing to a Presentation Server 4.5? (Only this version is supported for central configuration) • If using Central configuration, does the problem the same if you try to create a Web site with local configuration?
what is the configuration? Select Specify Authentication Type Settings • Has strong authentication being enabled? 26 .Citrix Technical Support: Brief Troubleshooting Guide Authentication • What is the type of authentication in use (Smart card.…)? Select Configure Authentication Methods and then click on Properties for each method in order to configure them accordingly. Explicit. • If using Windows Explicit. single sign-on. NDS.
does a trust relationship exist between the domains? Enumerating Apps • Did you recreate the Local Host Cache on the server(s) running the XML service (CTX759510)? • Could you use Tube to capture the XML traffic and send us the capture file (see troubleshooting tools below)? Launching Apps • Does it happen with all the ICA clients? • What is the version of the ICA client(s)? • Has the default.ica? • Have the DMZ Settings been changed? (Send a screen shot.ica file been modified? • Could you send the default. select the Manage Secure Client Access -> Edit Address translation 27 . select the Manage Secure Client Access -> Edit DMZ settings section • If the DMZ settings have been changed. what are the Address translation settings? o In the Access Management Console.) o In the Access Management Console.Strategic Readiness • • • • Do you have the same problem if you disable the strong authentication? Could you logon locally on the server running the XML service? Do the users go through a proxy server? If using several farms on different domains.
) o In the Access Management Console.conf located under \Inetpub\wwwroot\Citrix\AccessPlatform\conf. external)? 28 .Citrix Technical Support: Brief Troubleshooting Guide • Is Secure Gateway enabled? (Please send a copy of the Webinterface. select the Manage Secure Client Access -> Edit Gateway Settings section • You can see the general configuration by selecting in the Access Management Console Manage Secure Client Access -> Display Settings • • Is same problem seen if you disable Secure Gateway? Does it happen for all the users (internal.
If this works but not via Web Interface.5 and Password Unlock and Reset Troubleshooting The Web Interface self-service to unlock or reset the user’s password should have the same effect if the Password Manager™ Agent is installed on Presentation Server or a Windows XP workstation. Please Note that Self-Service Integration with Web Interface 4. then Web Interface is more likely the problem. and therefore is not supported with version 4.5. This can be done by installing a Password Manager Agent on the client device in LAN with Account self service enable.5 is a new feature introduced in Password Manager 4. then the issue is more likely to be a Password Manager service issue.4 Web Interface 4. • If this does not work. the Microsoft GINA login to the server or client device will look like the screen shots below: To troubleshoot Web Interface 4.5 and Password unlock and reset functionality issues.2 and earlier versions. you will need to make sure that you are able to use self-service in your LAN. 29 . When the Password Manager agent is installed with account self-service enabled.Strategic Readiness 9.
When launching sessions from Web Interface Web Interface 4. Related Knowledge Base Articles • • • • • • • CTX112732 CTX111820 CTX112065 CTX111851 CTX110875 CTX107181 CTX102226 • CTX107146 • CTX107270 • CTX107235 • CTX103163 How to Deploy the ICA Web Client Through Web Interface 4..5 How to Obtain an ICA File Through Citrix Web Interface 4..5 The Java Client Fails to Launch when Using Web Interface 4..0 Troubleshooter's Guide 30 .exe Client Install on Web Interface 4.x Error: An error has occurred while connecting to the requested resource Error: The credentials supplied were invalid.Citrix Technical Support: Brief Troubleshooting Guide Troubleshooting Tools • Secure Ticket Authority Test Tool (STATest) – Contact Citrix Technical Support • Capturing XML traffic (TUBE) – Contact Citrix Technical Support 9.6. When Starting the Access Management Console • CTX111861 Web Interface 4. with RSA integration Error: You do not have access to logon to this session.5 Fails to Show Folder Names in Advanced Access Control • CTX111915 Using Federated Authentication with Web Interface 4.. Other Relevant Information • CTX112512 Error: Snap-in failed to initialize .5 • CTX106202 Forwarding Credentials from Access Gateway 4..5 How to Change the Dynamic Client Name for Web Interface 4.5.0 does not display a link to download the ICA Client when using the Safari Browser ICA Client for Macintosh OS X is not displayed on Web Interface 4 Error: Your session with the web server expired..x • CTX106665 Customizing the Web Interface for Presentation Server 4.0 • CTX107050 Enabling Citrix Access Management Console Traffic Across Firewall Policies • CTX106974 Web Interface 4.5 Enabling Download of ica32t.x and 4.x to Web Interface 3. You have been logged out 9. Please try again.
Standard Edition CTX109586 10.1 Languages Supported English.3 Troubleshooting Questions to Ask What is the error message you are receiving? o Send screenshot of error message Hardware issue? o If you are having an issue during the install and hardware may be the issue.2 Administrator’s Guide Citrix Access Gateway. easier outsourcing and non-employee access.1. http://www.2 – CTX107403 Installation • • • Configuration • Are you integrating Web Interface with Access Gateway? o See CTX106978 – How to Integrate Access Gateway with Web Interface • What is the exact error message you are receiving? o Send screenshot error message • Configuring network information o General Networking – See P42 of the Access Gateway Admin Guide o Name Service Providers – See P57 of the Access Gateway Admin Guide o Dynamic and Static Routes – See P58 of the Access Gateway Admin Guide o How to enable Split Tunnelling – See P101 of the Access Gateway Admin Guide • Configuring Authentication and Authorization o See P69 of the Access Gateway Admin Guide • Configuring local users and groups o See P75 of the Access Gateway Admin Guide • Configuring Web Interface to support Access Gateway o See P177 of the Access Gateway Admin Guide 31 . Users will have easy-to-use secure access to all of the enterprise applications and data they need to be productive and IT can cost effectively extend access to applications while maintaining security through SmartAccess application-level policies. German 10.asp?contentID=15005&ntref=PROHOME_ ProductsBar 10.Strategic Readiness 10. Citrix Access Gateway. French. Standard Edition Citrix Access Gateway™ is the only SSL VPN to securely deliver any application with policy-based SmartAccess control.com/English/ps2/products/product. With Access Gateway organizations are empowered to cost effectively meet the anywhere access demands of all workers – enabling flexible work options.citrix. consult the hardware error information article – CTX106921 Have you upgraded to the latest release? o See CTX106192 – Access Gateway Software Updates o Readme for Access Gateway 4. Spanish. and business continuity readiness – while ensuring the highest-level of information security.
.0 Upgrade Ends Prematurely Configuring RADIUS Authentication/Authorization on Citrix Access Gateway 4.5.5. Related Knowledge Base Articles • • • • • • • CTX109588 CTX108847 CTX106921 CTX109587 CTX109589 CTX106694 CTX107203 • CTX107495 • CTX107110 • CTX107079 • CTX109917 • CTX111872 • CTX109037 • • • • CTX109380 CTX111734 CTX112084 CTX111632 • CTX109979 Citrix Access Gateway Pre-Installation Checklist Troubleshooting Citrix Access Gateway Hardware Issues Citrix Access Gateway Hardware Error Information Getting Started with Citrix Access Gateway 4.when using the kiosk mode client The Access Gateway Client Installs But Fails To Initialize – User Enters Into Unprivileged Mode Configuring Radius Authentication on Windows 2003 for Use with Citrix Access Gateway Duplicate Gateways Appear in Access Gateway Administration Tool Cache Timeout Settings in Access Gateway Clientless Failover Functionality – Citrix Access Gateway and Advanced Access Control How to Upload an Intermediate Certificate on Citrix Access Gateway 4.x for Steel-Belted Radius Settings Are Not Applied to the Secure Access Client When "Inherit from the Default Group" is Enabled 32 .5 Admin Guide 10.Citrix Technical Support: Brief Troubleshooting Guide User Errors • Is the user connecting from a private or public computer? o Public computer – See P136 of the Access Gateway Admin Guide for more information • User receives Disconnected message when using kiosk mode client o See CTX106694 for resolution • What is the error message that the user receives? o Send screenshot or event log error message Web Interface Integration • Did you install and configure Web Interface? o See P105 of the Web Interface 4.5 Users receive Disconnected message.x How to Configure Access Gateway and Advanced Access Control to Communicate Securely Error: VPN Halted Due to Policy Error Daylight-saving Time Changes in 2007 Secure Access Client Version 4.5 Standard Readme for Citrix Access Gateway.4. Version 4..
then a policy that denies a policy-setting permission always wins over other policies that allow the permission.3 Troubleshooting Questions to Ask What is the error message you are receiving? o Send screenshot of error message Are you doing a single or multiple server farm install? o Provide details of your setup Did you follow the instructions in the Readme and install the pre-requisites? o See P39 of the Admin Guide for a list of prerequisites What type of Database did you choose? o See P46 of the Admin Guide for details Client Requirements? o See P58 of the Admin Guide for details Installation • • • • • Configuration • Are you trying to create or join a farm? o See from P77 of the Admin Guide • What is the exact error message you are receiving? o Send screenshot of error message • Are you installing a new Logon Agent? o See P89 of the Admin Guide for instructions. Citrix Access Gateway. French.P124 of the Admin Guide for instructions. Web Resources & Policies • Controlling access through policies o See P131 of the Admin Guide. o Bypassing URL Rewriting – See P144/145 of the Admin Guide.Strategic Readiness 11.citrix. Advanced Edition extends access to more devices and users.2 Administrator’s Guide Citrix Access Gateway. see Naming Policies section on P136 of the Admin Guide 33 . German 11. including tight integration with Citrix Presentation Server. Advanced Edition CTX109103 11.asp?contentID=26143 11. If this is the case. highly granular policy based access control. o Policy names must be unique. • Creating resource policies o Did you select the option to create a default policy with the resource? o Multiple policies can exist for one resource. Spanish. • Is the issue the same if you create a new logon point? o See P89 of the Admin Guide for instructions. Advanced Edition Citrix Access Gateway™. including browser-only kiosk access and mobile devices. Extensive SmartAccess capabilities provide flexible. http://www.1 Languages Supported English.com/English/ps2/products/feature. • Adding resources o What type of resource are you trying to create? o Did you select the correct resource type? o See P119 . • Enabling pass-through authentication o See P124 of the Admin Guide for further information.
a unique value is displayed in the user’s browser. Advanced Edition Web Proxy Cache • CTX108792 SSL Error 29: proxy denied access to port 1494 STA. from Web Resource in an Advanced Access Control Farm • CTX108638 Configuring SmartAccess for Published Applications • CTX107230 Error: "Failed to create sample logon point" During Server Configuration • CTX112443 How to Create Custom Endpoint Analysis Scan Packages and New Endpoint Analysis Clients • CTX111410 Additional Recommendations for Using the Access Gateway Migration Wizard • CTX109105 Access Gateway Advanced Edition Readme • CTX111111 Access Gateway Advanced Edition 4... Other Relevant Information 34 . Related Knowledge Base Articles • CTX107240 Error: Failed to create the Sample Logon Point • CTX112441 How to Enable the Access Gateway.4.Citrix Technical Support: Brief Troubleshooting Guide • • Did you o See Are you o See apply a filter to the policy? Is the issue the same without the filter? P149 . Advanced Edition COM+ applications.P154 of the Admin Guide implementing Double-Hop DMZ configuration? P69 .P76 of the Admin Guide Endpoint Analysis • Enable Audit Logging to capture Endpoint Analysis error information. when components such as Logon Points or Web Proxy function incorrectly o See P215 of the Admin Guide • To change service account or database credentials o See P218 of the Admin Guide • To modify a server role o See P219 of the Admin Guide 11. o See P225 of the Admin Guide o Then for each denial of access to a resource or failed endpoint analysis scan. o Cross-reference this unique value in the event log for more information on the error. • Verify that the scan was created correctly.5. o See P166 of the Admin Guide o How to add rules to scans – See P169 of the Admin Guide o Using scan outputs in other scans – See P170 of the Admin Guide o Using scan outputs to filter policies – See P168 of the Admin Guide o Using data sets in scans – See P172 of the Admin Guide Managing Access Server Farms • Are you adding or removing servers from the farm? o See P219 of the Admin Guide • To restart the Access Gateway.5 Fixed Issues Readme EN 11.
com/English/SS/downloads/downloads. Has the customer received copper instead of fiber. it will be on the back of the appliance.x Supported Software Versions 12.com https://www.2 Administrator’s Guide & Firmware Downloads The link below requires an ANG agreement and authentication to www.4 7. Enterprise Edition Model Number and Serial Number o If the above article is not relevant.asp?dID=36335 You can also access the administration documents by pointing your browser at your Application Gateway IP address.x 8. http://www.1 English Languages Supported 12. aimed at the most demanding customer needs. Enterprise Edition Appliance o CTX111353 – How to Find the Access Gateway. or vice versa? Do they see lights when powered on? What does the LCD screen on the front of the Access Gateway appliance display? Can they get a login prompt when connecting to the Access Gateway.citrix. 12.com/English/ps2/products/feature.asp?contentID=26144 12. Enterprise Edition with a serial cable? Are the LED lights lit when a network cable is inserted? 35 .3 Supported Hardware Versions 7000 series 9000 series 9000 FIPS 10000 series 12000 series 12. Citrix Access Gateway.Strategic Readiness 12. The unique combination of capabilities allows administrators to reduce the ongoing cost of secure remote access and improve the end-user experience. Enterprise Edition is the premier Citrix SSL VPN. Enterprise Edition Citrix Access Gateway™.citrix.MyCitrix.5 Troubleshooting Questions to Ask Gathering General Information CTX113463 – How to troubleshoot Access Gateway Enterprise Edition Installation Hardware • • • • • • Ask for the model and serial number of the Access Gateway.
0 . login to the system. or the GUI (Root Node -> System -> Features.g. What is the current version and build of software on the system? (e. then they just need to enable the feature. • Please ask the customer to run the Tech Support diagnostic.0 build 41.3) (Connect with an SSH client.tgz Certificates • CTX109854 – What type of certificate does the appliance handle? • CTX109260 – How to install a certificate on a Access Gateway.) Software • • • • • Licensing • • • • Configuration General • Most configuration cases require the ns. Get the version of software of the system (“show version” from the Command Line Interface or by clicking the root node in the GUI) e. If the feature they want has a ‘YES’ beside it in the show license output. 36 .Citrix Technical Support: Brief Troubleshooting Guide • If you believe that there is a hardware error. including a copy/paste of error messages if available.conf file. Click on “Upgrade Wizard” -> Select your build -> Add your licenses if necessary -> Upload Documentation (Optional) A reboot is necessary to run the upgraded software.) Take a detailed description of the error or question. Is the feature they want unlicensed? Then they need to request a new license..0 Get the output of “Show License” and “Show Feature” o You should see: “SSL VPN: YES (Maximum users = xxx)” where xxx is the max number of concurrent ssl-vpn users. The path to it is: /var/tmp/support. 8. • This can be obtained by connecting to the Access Gateway.g. and open the GUI: o Select -> Access Gateway -> System. To upgrade your Access Gateway. the following information is required from the customer: o Customer Name (Company Name) o Customer Contact name (Full name) o Customer Contact Phone Number o Customer Contact Email Address o Device Serial Number (Back of Device) o Desired Software Version o Model Number o Mac address of first interface (if possible) o Fiber or copper o Customer’s ship-to address o Reasons for return/defect The Access Gateway appliance comes preloaded with software from the factory. 8. • CTX109862 – Invalid certificate error when installing a new certificate. To Do this: o GUI: Access Gateway -> System -> Diagnostics -> Tech Support -> Run o When complete. Enterprise Edition device. o Command Line Interface: “show techsupport“ o You can download this file by connecting with SCP. and issue the “show version” command. Enterprise Edition IP using SCP and downloading the file from the /nsconfig/ directory. or through the serial console. 7. download the required version from the Citrix Support site. GUI: Access Gateway -> System -> Diagnostics -> Tech Support -> Download Tech Support File. This is possible via the command line. Enterprise Edition software.
o You need to contact Citrix Support to upload it. /var/log/messages. or some resource is not contactable. Related Knowledge Base Articles Troubleshooting Access Gateway.) Access Gateway • For all authentication issues. Enterprise Edition How to Manually Upload Documents for the Access Gateway.0. Enterprise Edition Setting the Date and Time on Access Gateway. Enterprise Edition in a High Availability Pair Basic Vi Commands for Access Gateway.gz 12. (It will likely be too big for email. please conduct a network trace. then you can take one of the archived files e.g. and the timestamps in the messages file are too new. and get the following file: /var/log/messages • If there is a lot of activity. If errant behaviour is seen. Enterprise Edition Installing a New Access Gateway. Enterprise Edition. please connect to the NetScaler appliance with SCP. Enterprise Edition High Availability Issues Basic UNIX Commands for Access Gateway. Enterprise Edition GUI • CTX110542 Description of Split Tunnelling Settings for SSL VPN • • • • • • • CTX109013 CTX109262 CTX108950 CTX108959 CTX109263 CTX112341 CTX111583 37 .Strategic Readiness Networking • • • • • • • • Get the output of the “show interfaces” command Get the output of the “show route” Get the output of the “show vlan” Get the output of the “show rnat” show vpn parameter Get a topology diagram showing IP addresses and appliances touching the Access Gateway.6. To do this via the GUI: o Access Gateway -> System -> Diagnostics -> Trace -> New Trace o You can also download the trace from this panel when you are finished capturing it. Enterprise Edition Spanning Tree Protocol and Access Gateway.
3 9050 9100 7000 9000 9400 9010 9800 9950 10010 12000 Supported Hardware Versions 13. reducing hardware and bandwidth costs. This approach ensures the best total cost of ownership (TCO).2 Administrator’s Guide & Firmware Downloads The link below requires an ANG agreement and authentication to www. Citrix NetScaler Citrix® NetScaler® optimizes the delivery of Web applications – increasing security and improving performance and Web server capacity. Deployed in front of application servers.4 Supported Software Versions 5. network optimization. tightly integrated solution.com https://www. the system significantly reduces processing overhead on application and database servers. 13.Citrix Technical Support: Brief Troubleshooting Guide 13. and robust application security into a single.com/netscaler 13. security.citrix. Has the customer received copper instead of fiber. The Citrix NetScaler solution is a comprehensive network system that combines high-speed load balancing and content switching with state-of-the-art application acceleration. or vice versa? o 38 .com/English/SS/downloads/downloads. availability. data compression.asp?dID=36335 You can also access the administration documents by pointing your browser at your NetScaler Management IP address.x 8.x 13. dynamic content caching. http://www.x 7. layer 4-7 traffic management.MyCitrix. it will be on the back of the appliance.1 English Languages Supported 13. CTX111353 – How to Find the NetScaler Model Number and Serial Number o If the above article is not relevant.citrix.5 Troubleshooting Questions to Ask Gathering General Information Installation Hardware • • Ask for the model and serial number of the NetScaler appliance. SSL acceleration.x: End of Life 01-Mar-2008 6. and performance for Web applications.
6. • CTX109260 – How to install a certificate on a NetScaler device.g. If the feature they want has a ‘YES’ beside it in the show license output. What is the current version and build of software on the system? (e.0 build 52. and issue the “show version” command. • CTX109862 – Invalid certificate error when installing a new certificate.0 or greater. 7.) Take a detailed description of the error or question.conf file.0.1. or through the serial console. • Get the output of the “show route”. • CTX110670 – How to use Wildcard certificates on the NetScaler appliance. then they just need to enable the feature. or the GUI (Root Node –> System –> Features. 7. Get the version of software of the system (“show version” from the Command Line Interface or by clicking the root node in the GUI) e. This is possible via the command line. • If the software version is 7. then please ask the customer to run the Tech Support diagnostic.) Software • • • Licensing • • • • Configuration General • Most configuration cases require the ns. login to the system. the following information is required from the customer: o Customer Name (Company Name) o Customer Contact name (Full name) o Customer Contact Phone Number o Customer Contact Email Address o Device Serial Number (Back of Device) o Desired Software Version o Model Number o Mac address of first interface (if possible) o Fiber or copper o Customer’s ship-to address o Reasons for return/defect The NetScaler appliance comes preloaded with software from the factory.1) (Connect with an SSH client.Strategic Readiness • • • • • Do they see lights when powered on? What does the LCD screen on the front of the NetScaler appliance display? Can they get a login prompt when connecting to the NetScaler appliance with a serial cable? Are the LED lights lit when a network cable is inserted? If you believe that there is a hardware error. • This can be obtained by connecting to the NetScaler IP using SCP and downloading the file from the /nsconfig/ directory. The path to it is: /var/tmp/support. To Do this: o GUI: NetScaler –> System –> Diagnostics –> Tech Support –> Run o When complete. please conduct a network trace. 8. • If errant behaviour is seen. including a copy/paste of error messages if available. • Get the output of the “show vlan”.0 Get the output of “Show License” and “Show Feature” Is the feature they want unlicensed? Then they need to request a new license.g. GUI: NetScaler –> System –> Diagnostics –> Tech Support –> DownloadTech Support File.. Networking • Get the output of the “show interfaces” command. or some resource is not contactable. (see how to in the compression section below) 39 . o Command Line Interface: “show techsupport“ o You can download this file by connecting with SCP. • Get a topology diagram showing IP addresses and appliances touching the NetScaler solution.tgz Certificates • CTX109854 – What type of certificate does the NetScaler handle? • CTX109031 – How to transfer certificates from IIS to a NetScaler.
• You can retrieve these logs via the GUI: • NetScaler –> System –> Diagnostics –> Download Log Files • Or via SCP –> they are in the /var/nslog/ directory. (type “shell” from the Command Line Interface) /etc/nstrace. as the HTTP Headers will be visible. • The logs are stored on the NetScaler hard disk.conf file and a network trace from the NetScaler appliance. Load Balancing • The ns.Citrix Technical Support: Brief Troubleshooting Guide Compression • Compression cases require the ns.gz where xx is the number of the log. and being directed to the back end service. and take a detailed description (including IP addressed) of the logic the customer wants the load balancer to follow. we also require the newnslog (stored in binary format). • For load-balancing errors. From the CLI: o Dis feature IC o flush cache contentGroup ALL o En Feature IC • Acquiring a network trace (See above in Compression) will help troubleshoot Integrated caching issues. stored as newnslog. The NetScaler hard disk keeps archives of the old logs. • To do this via the Command Line Interface: o Ensure that the fault condition is reproduced during the capture. You need to SCP this file off the appliance and contact Citrix Support for a location to upload it. o The command for running the trace on the NetScaler appliance is below. based on a request coming into the NetScaler solution.sh -sz 0 -tcpdump 1 o Ctrl + C would close trace/ Press Ctrl C after you have collected sufficient data during the time when the issue occurs.6.conf. The one that is being written to is simply called newnslog. • For load-balancing configuration queries.0 or greater ): o NetScaler –> System –> Diagnostics –> Trace –> New Trace o You can also download the trace from his panel when you are finished capturing it.) Integrated Caching • Troubleshooting tip: Disable the caching feature. • To do this via the GUI (7. Related Knowledge Base Articles • • • • • • • • • • CTX113462 CTX109013 CTX109262 CTX108950 CTX108959 CTX109263 CTX112341 CTX109697 CTX113038 CTX111583 How to briefly determine if NetScaler device has hardware issues Troubleshooting NetScaler High Availability Issues Basic UNIX Commands for NetScaler Setting the Date and Time on NetScaler Installing a New NetScaler in a High Availability Pair Basic Vi Commands for NetScaler Spanning Tree Protocol and NetScaler NetScaler Web Logging Configuration Citrix EdgeSight ™ for NetScaler Installation Guide How to Manually Upload Documents for the NetScaler GUI 40 . o The NetScaler appliance will give the file name and location of the file /var/nstrace/<trace file name> where the trace has been collected. 13. and re-enable the Integrated Cache again.xx.conf file is critical for load-balancing issues – please include this along with the error description for Load balancing problems. empty the cache. (It will likely be too big for e-mail. o The command should be run in the UNIX environment. please acquire the ns.
citrix.asp?contentID=33886&ntref=hp_nav_US 14. or applications. supporting hundreds of branch offices and WAN throughput up to 500 Mbps. eliminating the need for any changes to current network management tools. 41 .Strategic Readiness 14. firewalls.1 English Languages Supported 14.com/English/ps2/products/product.x WANScaler 3. Make sure it is plugged into the fail-to-wire card and not the motherboard port. http://www. as described below.2 Administrator’s Guide Citrix WANScaler Appliance Installation and User Guide CTX112163 14. if any? Hardware related issues • Boot failure o Verify that the fan is running o Verify that there is a display on the bezel o Use the console to connect to the unit Black screen – RMA the unit • Hard disk failure o Reseat the hard drive (only applicable on Del 8800 units) • System restarts o If the WANScaler stabilizes after the restart. end-to-end solution for all IP-based WANs. you will need to RMA the device • Failed-to-wire card o Verify the cabling. Citrix WANScaler Citrix WANScaler™ solutions accelerate the delivery of applications to branch offices. request the core files from the customer. eventually falling into a disabled state. network services. Citrix WANScaler is a completely transparent. o Check NIC status lights o Use the orange cross over cable to connect the WANScaler to a PC or Router o Use the blue straight through cable to connect the WANScaler to Switch.x 14. The solution delivers increased WAN throughput and improved application response times for all applications. o If the unit continues to restart. data centers and mobile workers over wide area networks (WANs) by 5x to 30x.4 Troubleshooting Questions to Ask Basic technical info • WANScaler model number • Device serial number • Software version • Platform version • Configuration file (go to GUI – System tools: Save/Restore) • Are any alerts displayed on the GUI Page – current status? • What is the exact error code information.x WANScaler 4.3 Supported Versions WANScaler 2.
2. At the bottom of the window the ‘Enable WANScaler Client’ option should be greyed out. Check to ensure that the relevant WANScaler processes are running 1. Right Click on the system tray icon and open the WANScaler Client Manager. Once the button has been pressed to activate the trace capture. pressing the same button will de-activate the tracing function 3. At the bottom of the first page (beneath the graphic display) there will be a series of statistic counters. Right Click on the system tray icon and open the WANScaler Client Manager.exe WSManager. Observe the details of any output i. Right Click on the system tray icon and open the WANScaler Client Manager. Navigate to the diagnostics tab where the option to capture a trace will be evident. If not left click once to enable.e.exe WSAgent.exe Check to verify if the WANScaler client has managed to accelerate/compress traffic 1. Capturing a trace 1. The same tab can be used to display the number of currently accelerated / unaccelerated connection (including CIFS connection) 42 . compressed. Verify in the Task Manager that the relevant Client processes are running.exe WSClient. These provide an indication that the client has previously been operating successfully. bytes accelerated.Citrix Technical Support: Brief Troubleshooting Guide WANScaler Client Troubleshooting: Check if WANScaler Client is running 1. 2.namely: WSService. 2. and the compression ratio 3.
o Click on Logging (under the Configure Settings menu) o Scroll to the bottom until you see "Configure Settings: Logging: Log Extract" o In the "By Record Number" section o Select the last 10.jpg) o Once this is complete. o The new rule should show up towards the bottom. o Click to download trace file to your desktop • Extracting logs o Logon to the WANScaler solution. Related Knowledge Base Articles • • • • CTX112413 CTX112404 CTX112392 CTX113151 • CTX112401 • CTX113111 • CTX112416 • CTX112415 • CTX112398 • CTX112403 • CTX112409 Unaccelerated Connection Error Code Definitions What are the Default Passwords for the Different WANScaler Firmware Versions? How WANScaler Accelerates Server Message Block-signed Traffic WANScaler CIFS Acceleration is Enabled. o Here you can enable/disable Flow Control and/or Compression. o You can also move the Policy up or down (the priority is from top-to-bottom) 14. Type in the name of the Service Class and click "Create" o A link should show-up towards the bottom of the list (just above "Unclassified TCP") o Click the new Service Class link (see sc-Step1.jpg).5. o A new page should appear.000 records (for example From = 10000 / To = 20000) o Select "Text" for the Format o Select "All" for Record Types o Select the "By Record Number" button o Save to your desktop • Retrieving core files o Logon to the WANScaler o Click on "Diagnostic Tools" under the Diagnostic section of the menu o Under Tools Section: Core Retrieval o Select the Core file(s) o Click "Get Core Files" o Download the Core file(s) to your desktop • Creating a service class o Click "New Service Class" at the bottom.Strategic Readiness Commonly used procedures • Creating a trace file o Logon to the WANScaler solution. o Top-Right. but the Connection Shows Up as Unaccelerated Acceleration Does Not Take Place for Configured Traffic Types How Traffic is Handled When a Group Mode Member Failure Occurs Simple Mail Transfer Protocol-compressed Traffic that Traverses a Firewall does not Function Does the WANScaler Require Any Maintenance for the Cached Bytes in Memory or on the Hard Disk? WANScaler Fails to Start with Error: WANScaler xx00 on the Front LCD Panel Acceleration Performance is Poor Applications Hang or Do Not Accelerate 43 . o Click on "Diagnostic Tools" under the Diagnostic section of the menu o Under the Tracing Utility select Trace Type: Headers Only o Click START o Let run for 10-15 seconds and then click STOP o Where possible attempt to recreate the fault/error condition whilst the trace is running o Within a minute or so (depending on the size of the Trace File) a URL will appear under the Trace Utility section. click "New Rule" o Here you can add Source/Destination IP and Port information (see sc-Step2. Click on the "Service Class Policy" page.
http://www.x.4 5.3 Fireline Supported Versions • • End of Maintenance: 01-Oct-06 End of Life: 01-Oct-09 T100 T200 7000 12000 15.1 English Languages Supported 15. Citrix Application Firewall Citrix Application Firewall™. making them especially attractive targets for hackers.citrix. credit card numbers and customer identity information. This protection is critical because Web apps increasingly provide direct access to some of the most sensitive and valuable data in any enterprise. today nearly 70% of all targeted attacks are directed at Web apps. 15.com/English/ps2/products/product. the #1 Web application firewall.2 Administrator’s Guides These are available from the GUI after you log into your device.x Supported Software Versions 44 .Citrix Technical Support: Brief Troubleshooting Guide 15.asp?contentID=25636 15. including financial records. In fact. protects Web apps from the growing number of application-layer attacks that cannot be detected by traditional security products.
To get these: o Click Logs –> Firewall Log o Choose time interval which captures the log entry where the URL is blocked o Click Export Log 15.Strategic Readiness 15.6. and view a configuration summary? o URL they are typing in their browser. Related Knowledge Base Articles • • • • • • CTX109343 CTX109634 CTX109635 CTX109346 CTX109324 CTX109347 How do I configure Start URLs manually? Why don’t I see any recommendations from Learning Mode? How do I turn off Learning Mode? How do I capture\send output from a CLI command to a file? What is the correct certificate format? How do I install an intermediate certificate? 45 . 7000. 12000) • What version is the software? (example 5. and some configuration is done. ask for: o Screenshot of the browser error.5 Troubleshooting Questions to Ask Basic technical info • What hardware is the device running on? (T100. all interfaces are connected and available on the network. o Configuration summary CTX110624 – How do I create. then the firewall logs and configuration summary are required.5. and o The IP that the URL resolves to o Configuration File: At the Site level – click Site –> Import Export –> Export Configuration • If something is getting blocked by the Application Firewall which shouldn’t be. or 5.0. T200. but there is a browser error when trying to access a site protected by the Application Firewall.3 etc) • Has the appliance been rebooted? (May resolve sporadic unexplained networking behaviour. download.) • Is this an initial hardware\cabling setup query? Please see these articles: CTX109630 – Which Ethernet interface is CTRL\WAN\LAN on? CTX111727 – Diagram of Ports on the Citrix Application Firewall 7000 and 12000 • If initial config and cabling are OK.
citrix. http://www. Presentation Server or both? o Deploying Secure Gateway for Access to MetaFrame Secure Access Manager – See P55 of the Admin Guide o Deploying Secure Gateway for Access to Presentation Servers – See P87 of the Admin Guide • What is the exact error message you are receiving? o Send screenshot or event log error message o Run the Diagnostic tool and send the output – See P117 of the Admin Guide • Re-run the configuration to make sure you entered the correct details Deploying Secure Gateway for Access to MSAM – Info from Admin Guide o Single-Hop DMZ deployment – Secure Gateway Service – See P58 of the Admin Guide o Double-Hop DMZ deployment – Secure Gateway Proxy – See P80 of the Admin Guide o Double-Hop DMZ deployment – Secure Gateway Service – See P82 of the Admin Guide Deploying Secure Gateway for Access to Presentation Servers – Info from Admin Guide o Single-Hop DMZ deployment – Secure Gateway Service – See P91 of the Admin Guide o Double-Hop DMZ deployment – Secure Gateway Proxy – See P98 of the Admin Guide • Check the certificate to make sure its valid o Open the MMC console on the Secure Gateway server and load the Certificate snap-in for the local computer. Enterprise Edition CTX103759 CTX106472 CTX106776 16. Secure Gateway transparently encrypts and authenticates all user connections to protect against data tampering and theft. Secure Gateway for Citrix Presentation Server Secure Gateway for Citrix® Presentation Server is an infrastructure component you can use to secure access to resources and applications hosted on servers running one or more Presentation Server products. P107 of the Admin Guide o Installation • • • • Configuration • Are you integrating Secure Gateway with Access Gateway.com/English/ps2/products/product.Citrix Technical Support: Brief Troubleshooting Guide 16.3 Troubleshooting Questions to Ask What is the error message you are receiving? Send screenshot of error message Did you install the server certificate on the Secure Gateway? o See Obtaining and Installing Server Certificates on P163 of the Admin Guide o Certificate Requirements in a Single-hop DMZ deployment – See P45 of the Admin Guide o Certificate Requirements in a Double-hop DMZ deployment – See P47 of the Admin Guide Are you installing Secure Gateway in a Single or Double-hop DMZ? o Single-hop DMZ deployment – See P49 of the Admin Guide o Double-hop DMZ deployment – See P49 of the Admin Guide Are you upgrading from a previous version of Secure Gateway? o See P52. Enterprise Edition.2 Administrator’s Guides Secure Gateway for Windows Web Interface Citrix Access Gateway.asp?contentID=186 16.1 English Languages Supported 16. Open the Web Server Certificate 46 .
and click the Certificates button. your web browser or ICA client will automatically trust any server possessing a certificate signed by that CA. Once a root certificate is installed on your workstation. view the Content tab. View the Trusted Root Certification Authorities tab to see what CA certificates have been installed. select the Tools > Internet Options menu in Internet Explorer. the SG service fails to start. 47 . o To view your installed root certificates. you must install their root certificate. The server certificate must be paired with its private key in order to support SSL connections Without this private key. reporting “Unable to acquire certificate credentials” User Errors • Does the user have a valid root certificate installed? o To indicate your trust in a given CA. o Double-click on the root certificate that trusts the server certificate on your Secure Gateway server.Strategic Readiness • • • • Verify that the Issued to address (circled above) matches the Fully Qualified Domain Name (FQDN) of the Secure Gateway Server Verify the Valid from and to date’s are correct and not expired Verify that your certificate has You have a private key that corresponds to this certificate. This opens a Certificates dialog.
Citrix Technical Support: Brief Troubleshooting Guide • • On the Certification Path. you will find the root to your Certification Authority and the Certificate status should read “This certificate is OK” Can the user resolve the FQDN of the Secure Gateway server? o Users will receive the following error message when trying to launch applications through Secure Gateway “Cannot connect to the Citrix server: The Citrix SSL relay name could not be resolved (SSL error 40)” o The fully qualified domain name (FQDN) of the Secure Gateway server is not recognized by the client o Create a DNS record that resolves the FQDN of the Secure Gateway server or create an entry in the host file on the client devices What is the error message that the user receives? o Send screenshot or event log error message o Web Interface Integration • Did you install and configure Web Interface? o See P43 of the Web Interface Admin Guide Access Gateway Enterprise Integration • Did you install and configure Access Gateway Enterprise? o See P49 of the Access Gateway Enterprise Admin Guide Troubleshooting Tools • MSAM Authentication Service Test Tool (ASTest) – contact Citrix Technical Support for access to this tool • Secure Ticket Authority Test Tool (STATest) – contact Citrix Technical Support for access to this tool 48 .
Other Relevant Information • CTX106311 49 .5.4. Related Knowledge Base Articles • • • • CTX106975 CTX103696 CTX103569 CTX102765 • • • • • CTX104717 CTX101993 CTX435418 CTX711855 CTX102579 Secure Gateway 3.Strategic Readiness 16.0 for Citrix Presentation Server Troubleshooter's Guide SSL error 4 when using ISA and Secure Gateway The Citrix SSL relay name could not be resolved (SSL error 40) Using a Private Certificate Authority with Secure Access Manager/Secure Gateway and a Secure Gateway proxy client requires a root certificate on the client device from that Private Certificate Authority How to Enable Extended Activity Logging at the Logon Agent Configuring Address Translation with Secure Gateway Troubleshooting Disconnected Sessions in Secure Gateway Common SSL Error Messages and their Causes The SSL certificate could not be checked for revocation Secure Gateway Pre-installation Checklist 16.
Spanish. silent installation. TCP/IP + HTTP.x 17. http://www.com/site/SS/downloads/downloads.Citrix.Citrix Technical Support: Brief Troubleshooting Guide 17.asp?dID=2755 17. could you try connecting directly to the farm using a Custom ICA connection? o Please refer to the admin guide of the ICA client in use to know how to create an ICA connection • Is the problem persistent if you disable the mappings (drives. …)? o You can disable mappings within the Citrix Connection Configuration -> Client Settings section • If connecting with Web Client.0 CTX106470 Client for Java Guide – Version 9.x CTX106223 Client for 32-bit Windows – Version 9. or does the connection fail before this? • Any errors on the event viewer of the server (send the event viewer files)? • Is it happening for all applications? All servers? All users? At all times? o Via which protocol does the client connect: TCP/IP.3 Troubleshooting Questions to Ask For every problem • Which version and build of the client are you using? • Is it the same problem with the latest version (if not already in use)? • Did it work at least once? Did you change anything since then? Installation • • • What is the error message (send a screen shot)? How are you trying to install the client (client database.com/site/SS/downloads/downloads.2 Administrator’s Guides Each ICA client has its own administrator’s guide. MSI. These can be found in the downloads section of the Citrix web site – http://www. Data Compression and Speed Screen Latency reduction? Is the problem persistent if these features are deactivated? o How do users authenticate against the farm: Primary Windows Credentials. Traditional Chinese.…)? Is the same problem seen when a user with administrator’s rights is tested? Connectivity • Do you see the login box or the background screen of the server. German. what is the browser version? 50 .1 Languages Supported Depends on the client version and client type but in general English. MSAM or Advanced Access Control? If so. French. Simplified Chinese. ICA Clients Citrix® ICA® clients are the components of Citrix Presentation Server that users run on their computers to access resources published on servers running Citrix Presentation Server. SSL/TLS + HTTPS? Is the problem persistent if the connection is made via TCP/IP + HTTP? o Which settings are applied for Session Reliability. Japanese and Russian 17. printers.asp?dID=2755 Most common clients CTX112190 Client for Windows – Version 10. The Clients combine ease of deployment and use. content and entire server desktops. and offer quick.Citrix. Pass-through or Pass-through with Smartcard? • Is it the same issue with non-seamless connections? And for seamless connections? • Are you connecting through Web Interface. secure access to applications.
Other Relevant Information • CTX112190 • CTX103289 • CTX107102 Client for 32-bit Windows Administrator's Guide – Version 10.5. Remote Application Manager.Strategic Readiness • • • • • If connecting with the Java client. [Error 1000: (no error text available)] Single Sign-On fails after upgrading to Program Neighborhood Agent 8.0 Error: A previous version of one of the Citrix ICA Client utilities is already running.SRC Files in the ICA client directory and on the install disks? Troubleshooting ICA 32-bit and Web Client Connectivity Issues Updating ICA Web Clients for deployment through Web Interface to determine the Client IP Address of a Web Interface/NFuse Connection ICA Client File Security: WEB Client drive access and the Webica. or the reconnect. Please close the Citrix ICA Client. or Windows ME Error: Unable to enumerate your disconnected or active session. Windows 98. Version 9 51 .0 Error: Root certificate not found UNIX and Mac clients • CTX104179 UNIX® and Macintosh clients automatically launch Java clients even if a Citrix client exists 17.ini File explained Prompting the acceptance of a Digital Certificate when downloading the Java Client Changing keyboard layout and type in Java Client TS CAL Issue with the ICA Client for Java Configuring the Java client to work with private certificates with MetaFrame Secure Access Manager Client for Java 9. and Connection Center before launching an application Troubleshooting ICA Client Audio Issues Launched ICA files create new temporary ICA files in the same directory as the original ICA file What are the .4. the remote server might be down.100 Client using Universal Print Driver PCL:4 Error: Cannot connect to the Citrix server.0 hangs while connecting Java Client sessions disconnect when there is no mouse activity How to use private certificates with the Client for Java 9.x The evolution of the ICA Win32 clients Program Neighborhood Client for 32-Bit Windows Configuration Guide (INI File Reference).exe program error may occur when printing from the ICA Version 7. what is the Java Virtual Machine (JVM) version? Do you have the same problem if connecting with the RDP client? Are there any proxy/firewalls between the client and the server? Is the browser configured to allow ActiveX script? o Can you Telnet to the Presentation Server via port 1494? Did you manually change any settings in the client configuration files? 17.asp cannot be found Cannot open the Citrix ICA Client. Related Knowledge Base Articles Win32 Client • CTX859359 • CTX105353 • CTX102919 • CTX105793 • CTX106656 • CTX105567 • CTX105226 • CTX105006 • CTX105958 • CTX443787 • CTX103913 • CTX336368 Web Client • CTX075552 • CTX104546 • CTX104386 • CTX568194 Java Client • CTX101666 • CTX101620 • CTX101845 • CTX103079 • • • • CTX106728 CTX105291 CTX106749 CTX105617 How the Win32 ICA Client determines the value for Clientname Universal Print Driver output is faded and illegible Wfica32. Protocol Driver Error and/or Transport Driver Windows shortcut keys are not passed to an ICA session on Microsoft Windows 95.
(http/https. tusc – HP/UX). appsrv. German.exe/spy++ will be needed from within the remote session.2 Languages Supported English. SunOS. truss for Solaris-AIX.ICAClient o wfclient. xwininfo over ICA session window Check the user display preferences using xset –q. Xmon can be downloaded from http://ftp. appsrv.asp?dID=2755 18.ini.com/site/SS/downloads/downloads. AIX IBM. ensure that have OpenMotif 2. What’s the memory utilization? Getting the • • • • • • • • • • • • • • • • • • 52 . TCP/IP)? Network traces will be required.x.2.x package is installed Does the client crash? If so. Output of whatkey.x CTX101298 18. does it work locally? Which is the layout in use? xmodmap –pke. Solaris (Sparc/Intel). please use ulimit –c unlimited to activate dump generation Does the client give back an X error? Please run the client (wfica) through xmon.org/contrib/devel_tools/ Connectivity issue? Any difference using different browsing.citrix. please send the core dump generated. AIX.ini in $HOME/. Solaris. UNIX Clients The ICA clients for major UNIX platforms currently support Linux. Keyboard issue.ini and module.Citrix Technical Support: Brief Troubleshooting Guide 18. etc. xmodmap –pm. SCO http://www.? Does the Win32 client behave in a similar fashion? Check configuration files for errors: o wfclient.ini.4 Troubleshooting Questions to Ask answer to these questions can be useful background information which can help to solve the issue What version of the UNIX Client is running? What OS version is the Client running on? Which Kernel version? Uname – a output What is the desktop the customer is using? Window manager? Any customization? What kind of network connection? Desktop fixed windows or seamless? Any difference? Colour depth? Screen resolution? Any difference? Xdpyinfo output Window properties. SGI. Compaq Tru64. Spanish.ini. Japanese 18. If it crashes and there is not any core dump. HP-UX. output of xprop –root command. French. Does the client hang? What is the CPU utilization (top tool or equivalent).3 Administrator’s Guide Clients for UNIX Version 9. 18. in the $ICAROOT/config If using Linux Client v9. you can use Ethereal available to download from the Ethereal Web site. output of system call traces (trace for Linux. HP-UX. Send output to Citrix Technical Support Is the problem specific for a particular platform: Linux.x.1 Current Version Variable depending on platforms.
6. ReadMe file – available in the default installation directory and contains last minute information. 53 .5. Other Relevant Information Administrator’s Guide – Most common problem areas. Related Knowledge Base Articles • • • • • • • CTX564283 CTX103329 CTX103583 CTX103576 CTX105010 CTX105000 CTX358392 How to Troubleshoot 1003 and 1004 Terminal Server Licensing Errors ICA Client for UNIX Printing Explained Integrating Smart Cards with Linux/UNIX Clients Troubleshooting UNIX / Linux Keyboard and Language issues in ICA sessions Clients for UNIX and Linux Overscrolling When Using Published Applications UpdateTime Setting on the Client for UNIX for KeyStroke Latency Troubleshooting Steps for Auto Client Update Issues 18.Strategic Readiness 18.
5 Citrix Licensing for Windows Readme Citrix Access Suite Licensing Guide 4. Japanese 19. • Did you license your product correctly? o See your product’s administrator’s guide o Are you upgrading from an earlier version or another product edition? See CTX108655 for details. Citrix Licensing Citrix has simplified licensing for Citrix products. • Make sure you enter the correct case-sensitive hostname of the license server o See the “Obtaining Your License Files” section in the Getting Started with Citrix Licensing Guide. • Did you allocate your license following the instructions in the “Obtaining Your License Files” section in the Getting Started with Citrix Licensing Guide. The user that installs the license server will automatically have full access to the License Management Console.citrix.1 Languages Supported English.0 (Note: Not applicable to 4.com/kb/category. Spanish. Both the license activation and license management processes are different.5 – Product Documentation http://support.0 and Citrix Password Manager. o Installation • • • Configuration • What is the exact error message you are receiving? o Send screenshot of error message o Check the Windows event log on the license server.Citrix Technical Support: Brief Troubleshooting Guide 19. German. • Clients or Servers Consume Multiple Licenses from the Citrix License Server o See Citrix Article CTX103626 for information 54 . such as Citrix Presentation Server 4.5 or later) 19.2 Administrator’s Guides Citrix Licensing for 4.jspa?categoryID=1159&subCategoryID=1159 CTX109108 CTX110840 CTX106282 Getting Started with Citrix Licensing Guide 4. Who are you logged in as when installing the License server? o It is recommended that you are logged on as a domain or local administrator when installing the license server. French.3 Troubleshooting Questions to Ask What is the error message you are receiving? Send screenshot of error message Where did you install your license server files? o See the “Obtaining Your License Files” section in the Getting Started with Citrix Licensing Guide. 19.
• If you move the Resources to another Node. Platinum Edition Welcome to Citrix Presentation Server 4.citrix. then the problem is on the active node.com/English/ps2/migration/path. • Uninstall and reinstall the License Server Resource ctxlsclustres.asp?contentID=164027 New license server version: Citrix License Server for Windows (v11.5 New Platinum Edition: http://www.5 Upgrading Citrix Presentation Server 4. o If the problem does not occur on another node.3 released 3/8/2007) • CTX112587 – How to Determine the Version of the Citrix License Server 55 . then the problem may lie on the resource itself.0 Getting Started with Citrix Presentation Server 4. Related Knowledge Base Articles CTX103626 Clients or Servers Consume Multiple Licenses from the Citrix License Server CTX103980 There are no licenses installed for the use of this Citrix Presentation Server CTX108663 Setting Up the License Server on a Microsoft Cluster CTX104259 Supporting Microsoft Clustering for the Citrix License Server shipping with Access Suite 3.0 • CTX110097 Error: Installation ended prematurely when installing License Server 4.5 to Feature Pack1 19.0 Advanced Concepts Guide – Citrix Presentation Server.dll o See the Uninstalling Licensing from a Clustered License Server section in CTX108663 for details.com/English/ps2/products/subfeature. compare to a working node to troubleshoot. To troubleshoot this.Strategic Readiness License Server Clustering • Are all 4 License Server Resources installed and online? o See the Troubleshooting Cluster-Enabled License Servers section in CTX108663 for details.asp?contentID=20984 http://www.0 in a Clustered Environment • CTX108659 Configuring Backup Servers • • • • • • • • • CTX107059 CTX106301 CTX114746 CTX112276 CTX113701 Advanced Concepts Guide for Citrix Presentation Server 4. try uninstalling and reinstalling the resource.5.citrix.6 What’s new with Citrix Presentation Server 4. Other Relevant Information 19.4. do you still see the issue? o If you see the same issue on another node. Troubleshooting Tools • CTX108664 • CTX103920 • • • CTX103916 CTX108662 CTX108658 LMSTAT: Shows what licenses are in use Troubleshooting Connectivity Issues between a Computer Running Citrix Presentation Server and its License Server using NETSTAT LMDIAG: Diagnose License Check Out Issues Troubleshooting Firewalls and Security Considerations 19.
5 of the Citrix License Server o Relevant Articles • CTX112143 How to Gather Log Files to Troubleshoot a Licensing Problem • CTX111775 Event Viewer Error on the License Server: Client/server comm.exe” process o CtxLMCuser: “Citrix License Management Console” service Both accounts have permissions to the\Citrix\Licensing folder o CTX112595 – User Accounts Used by the Licensing Services for Version 4. and the “Citrix.. AST • LICENSES ARE NOT VERSION SPECIFIC There is no such thing as a 4.Citrix Technical Support: Brief Troubleshooting Guide License File Changes • If customers have not retrieved a new Presentation Server license file since August 1.0 or 4. o Date in the file will allow the product to function or NOT (Ex. licensing system will always check out add-on licenses before using CPS licenses 56 .exe Running • CTX111854 Users Cannot Launch the Citrix License Management Console from a Windows 19.5 Has Two Instances of Lmgrd. • CTX111460 Subscription Advantage Alert Error Messages and Incorrent License Counts are in the License Management Console • CTX107980 License Files with Expired Subscription Advantage Dates Prevent Connections to Newer Versions of Citrix Products • CTX111618 Citrix Product Eligibility Dates • CTX112794 Renaming of the Citrix License Server • CTX112594 License File Product-specific Codes Defined • CTX112608 The Citrix License Server 4..7 Application streaming licensing notes: Application Streaming is both to Presentation Servers and to the desktops and is available in Enterprise and Platinum. “CitrixLicensing WMI”. 2007.0131) o • • Services run under 2 new user accounts: CtxLSuser: Used by “CitrixLicensing”. CTX112636 – Application Streaming Licensing Explained • License logic: o Using any ONE component of Presentation Server checks out a license for ALL components o Using OFF-LINE applications (through Application Streaming) checks out a license for ALL components o For added off-line application capacity. ADV. Version mismatch . STD.5 license file. they will need to retrieve the Application Streaming feature enablement license file with Enterprise or Platinum New license file contains CL = ENT. buy “application streaming for desktops” add-on licenses o If using ONLY streaming. 2006.
1 What is the Common Diagnostics Facility? The Common Diagnostics Facility is a troubleshooting feature introduced with Citrix® MetaFrame® Presentation Server 3.Strategic Readiness 20. CDF provides a number of benefits for customer/support/test as well as for developers. Scripts for standard environment information are included with CDF. 20.g CTXDataXP. This greatly reduces the need of customer interaction and resources when debugging a problem. This avoids performance losses due to translating the results and greatly enhances the scalability of CDF. and collect system information with Diagnostic Facility. create trace logs. CDF (Citrix Diagnostic Facility) 20. Administrators can select trace modules. dynamically controllable traces in retail and debug builds. This moves the translation process to post trace analysis. e.0. regardless of the target binary type. It incorporates the possibility to remotely collect all information necessary with VBscript. For the MetaFrame Administrator the CDF offers particularly • • • Environment data collection from a single point using a single interface Fast and easy tracing of virtually all Citrix modules Easy packaging and sending the data for analysis to Citrix Tech Support For information collection the CDF replaces tools like e. With CDF you can enable or disable tracing on a “live” environment as the tracing information is integrated in the retail version of the product. very easy to use in the code. 57 . No more debug privates Easy to instrument the product binary with CDF framework Consistent across all Citrix products CDF has been implemented in several Citrix Products and will continue to be included in other products as standard for gathering debugging information.. this is done without noticeable performance impact. as there is no real-time parsing performed. There is no need anymore to replace server files by debug versions as the data are embedded and wait to be collected. dynamically controllable.g. It changes the way information is collected and tracing is performed within Citrix products. package this information and send it to Citrix Technical Support by FTP.2 How the CDF works The MetaFrame Access Suite Management Console provides a Diagnostic Facility to generate a trace for problem analysis. exe. Only arguments saved to the log file in form of large hex numbers. dll. It allows Citrix Technical Support to trace issues on customer environments without having to send debug binaries. The benefits CDF bring to customer/support/test are: • • • Very high performance. however. In addition the administrator or Citrix Tech Support can create and add new scripts if needed. retail product tracing A single UI to collect all needed diagnostic information and send it to Citrix A single tool for all Citrix products The benefits that CDF brings to developers are: • • • • Simple set of trace API. The enhancement on the retail product in the case of debugging is that the code is already prepared to output debug information. or kernel driver High performance.
contact the Citrix Technical Support or look at the articles mentioned on the following section.citrix. Tracelog. 20.5 Citrix Presentation Server 4.0 Advanced Access Control 4.4 How To Enable Tracing Various ways to enable CDF Tracing and procedure differs depending on tools being used. The CDF Viewer is not part of the retail product. TMF Files • • • CPS 4. These symbols files are called TMF files.5 Tools CDFControl – CTX111961 Description CDFControl is a software debugging utility that captures Citrix Diagnostic Facility (CDF) trace output messages that are output from the various Citrix product modules. The tool also cross references debug traces to known issues and suggests solutions That way Citrix Tech Support will be able to analyze the data and locate suspected problems in the source code more quickly in many cases. similar to symbols in Microsoft products.0 20. Some TMF files are located on our FTP site (ftp://ftp.exe 20.tmf files and a public viewer is available on ftp.Citrix Technical Support: Brief Troubleshooting Guide When the information are uploaded to Citrix Technical Support. this tool offers the escalation engineer or developer working on the case the option to open the source code of the concerning module at the point the record has been done.com) TMF files are updated frequently at this location. In order to “translate” these files. CDF.exe – Windows 2000 Resource Kit The viewer will allow you to read the .3 Products Supported • • • • • • Citrix Presentation Server 4. for example the Streaming client.0 – FTP Link MPS 3. the traces will be analyzes with a CDF Viewer.0 Conferencing Manager 3.5 – FTP Link CPS 4.etl files created by the CDF. and the Access Management Console for Tracing CTX111405 – How to Collect System Startup Traces Using the Microsoft Windows 2003 Utility Tracelog. See paragraph ‘Viewing traces’ for further details. For customers a ‘striped’ version of the .com. After identifying the location of a possible problem in the trace.0 Conferencing Manager 4.0 Citrix MetaFrame Presentation Server 3.citrix. You would use this tool for example when troubleshooting products that don’t work with the Access Management Console. Refer to the following CTX articles to enable CDF tracing: • • • CTX107025 – How to Collect System Startup Traces with the CDF CTX104578 – Using Citrix diagnostic facility.0 – FTP Link If you have any doubt on how to create/read a CDF trace. It translates the collected trace data in readable text using special tmf-files. you will need to associate them with some symbols files. 58 .
CDF.etl) Files on the Server Using Citrix diagnostic facility. How to Collect System Startup Traces with the CDF How to Collect System Startup Traces Using the Microsoft Utility Tracelog...exe IMA Modules to Select When Obtaining a CDF Trace For an Application Isolation Environment Issue IMA Modules to Select When Obtaining a CDF Trace for Printing Problems IMA Modules to Select When Obtaining a CDF Trace for Clipboard Issues IMA Modules to Select When Obtaining a CDF Trace for a Load Balancing Problem IMA Modules to Select When Obtaining a Citrix Diagnostic Facility Trace for a TWAIN Issue IMA Modules to Select When Obtaining a CDF Trace For a Multi-Monitor Problem Collecting Diagnostic Information for Presentation Server 3.0 and 4. Make sure.0 Farms 59 . and the Access Managment Console for Tracing Warning: The following servers failed to start a trace session.6. Related Knowledge Base Articles • • • • • • • • • • • CTX104559 CTX104295 CTX104578 CTX104381 CTX107025 CTX111405 CTX108820 CTX108338 CTX112659 CTX107675 CTX111805 • CTX108990 • CTX108086 Diagnose Problems Link not Accessible in the Access Management Console Unable to Locate Event Trace Log (..Strategic Readiness 20.
network file services. Spanish.asp?pageID=20447 21.1 Languages Supported English. http://www. streaming media. Authentication Error • Is the error message the same for internal and external users? o Run tests with internal users logging on directly to MetaFrame Secure Access Manager and remote users logging on via the Logon Agent and see if both sets of users see the same problem • What version of browser has the user installed? o See Web browser requirements on P36 of the MetaFrame Secure Access Manager Admin Guide 60 . legacy. single-point access over the Web to any enterprise resource. German 21. and XML-based Web services. Citrix MetaFrame Secure Access Manager Citrix® MetaFrame® Secure Access Manager provides secure.3 Troubleshooting Questions to Ask What is the error message you are receiving? Send screenshot of error message Are you doing a single or multiple server farm install? o Provide details of your setup Are you providing fault tolerance for your MSAM environment? o See CTX103219 Did you follow the instructions in the Readme and install the pre-requisites? o CTX103599 – MetaFrame Secure Access Manager Readme o See P34 of the MSAM Admin Guide for a list of pre-requisites What type of Database did you choose? o See P54/55 of the MetaFrame Secure Access Manager Admin Guide for details Who are you logged in as when installing MSAM? o See P50 of the MetaFrame Secure Access Manager Admin Guide for details o Installation • • • • • • Configuration • Are you integrating Secure Gateway with MetaFrame Secure Access Manager? o Deploying Secure Gateway for Access to MetaFrame Secure Access Manager – See P55 of the Admin Guide • What is the exact error message you are receiving? o Send screenshot of error message • Are all MetaFrame Secure Access Manager services started? o See P103 of the Admin Guide for a list of services on the MetaFrame Secure Access Manager Server.Citrix Technical Support: Brief Troubleshooting Guide 21. including client/server. documents.com/site/jumpPage.citrix.2 Administrator’s Guides Citrix MetaFrame Secure Access Manager Secure Gateway for Windows CTX101846 CTX106300 21. Internet and intranet sites. French. and Web applications.
4.2 and Exchange dynamic ports How to Force a Domain within the Logon Agent Guidelines for Deploying MetaFrame Secure Access Manager – See Secure Gateway section for relevant Secure Gateway integration question 21. make sure that they have followed the Presentation Server integration for MetaFrame Secure Access Manage – See P129 of the Admin Guide • If using Secure Gateway – did you configure Secure Gateway options in the Access Center? o See P164 of the Admin Guide Troubleshooting Tools • MetaFrame Secure Access Manager Authentication Service Test Tool (ASTest) – contact Citrix Technical Support for access to this tool • Secure Ticket Authority Test Tool (STATest) – contact Citrix Technical Support for access to this tool 21.5. Other Relevant Information • CTX103717 61 . Related Knowledge Base Articles • • • • • CTX103717 CTX103372 CTX102619 CTX320916 CTX106953 • CTX103801 • CTX102767 Guidelines for Deploying MetaFrame Secure Access Manager How to disable farm detection during logon in MSAM The Alert Broadcaster CDA fails to display Alert Messages How to extract the resulting ICA file from the Program Neighborhood CDA RSA SecurID Ready Implementation Guide – MetaFrame Secure Access Manager 2.2 Syncing Outlook with MetaFrame Secure Access Manager 2.Strategic Readiness Launching Applications • What is the error message you are receiving? o Send screenshot of error message • Is it the same error for internal and external users? o Run tests with internal users logging on directly to MetaFrame Secure Access Manager and remote users logging on via the Logon Agent and see if both sets of users see the same problem o For external users.
5? If so… o Did you run the correct command line tool to prepare the synchronisation point? Page 152 123 for 4.2 Administratior’s Guides Citrix Password Manager 4.asp?familyID=19&productID=7181 22.5 Admin Guide (Choosing a Network Directory Service for Data Synchronization) • When you’re trying to modify the Active Directory schema. shared folder) • Which type of synchronization are you trying to set up (Active Directory®. Shared Folder)? o Page 98 4.5 Admin Guide (Summary of Upgrade Processes) Installation (console/agent) • What is the error message (send a screenshot)? • How did you deploy the agent? Is the issue the same if you install the agent using the msi file? • Is the Agent installed on a Presentation Server or on the client machine? • Do you have the same problem with a user that has administrator rights? 62 . efficiently accesses all password-protected applications with one logon. Spanish. http://www. monitors password-related events.3 Troubleshooting Questions to Ask Preparation (Active Directory. are you using a user account with schema admin rights? o Use Active Directory snap-in to see the groups the user belongs to • What is the error message (send a screenshot)? • Can you replicate the schema between the domain controllers? o Using Active Directory Schema snap-in o How To View and Transfer FSMO Roles in Windows Server 2003 – Q324801 • Did you create the shared folder with the tool delivered by Citrix or manually? o Page 30 104 for 4.5 CTX106864 CTX111558 22. French. and automates end-user tasks – even password changes.Citrix.5 Admin Guide (Choosing a Network Directory Service for Data Synchronization) • Are you upgrading from Password Manager 2.Citrix Technical Support: Brief Troubleshooting Guide 22. French.com/site/PS/products/product.5 Admin Guide (Upgrading the central store) o Did you follow correctly the upgrade process? Page 153 124 for 4. German Agent: English. Citrix Password Manager Citrix Password Manager™. and Password Manager automatically does the rest: logs onto password-protected enterprise resources. enforces password policies. German 22. the #1 single sign-on solution. Users authenticate once with a single password. Spanish.1 Languages Supported Console: English.0 Citrix Password Manager 4.
Window matching…)? Could you export the settings from the Access Management Console (Password Manager Node -> Export Administrative data) • Is the terminal emulator compliant with HLLAPI? • For a web application. Host emulation. what is the version of the web browser? Troubleshooting tools • Debug log calculator – Contact Citrix Technical Support • Password Manager Tracing Tool – Contact Citrix Technical Support • Test Applications – Contact Citrix Technical 63 . shared folder)? • If using a shared folder. Web application. you should see a value for SSOSyncType = FileSyncPath and then in the server node you should find a value like \\<serverName>\<shareFolder> o If using AD. can you ping the domain (ping domain. sendKeys. could you send us the template used? • What are the settings in use for the application definition (fields detection.Strategic Readiness Synchronisation • What is the error message (send screenshot)? • Is the machine where the agent is installed. Java application/applet)? • Did you use a template to create the application definition? If so. application definition) • If using Active Directory. the value of SSOSyncType = ADSyncPath with no server’s folder o Could you run a repair of the agent? (Add/Remove programs) • Does the problem appear with all the agents? • Does the problem appear with all the users? Does the problem persist after deleting the CPM’s user profile? CTX112214? Getting new settings (agent. could you reach the folder by its UNC path (\\server\sharefolder)? • If using AD. are you synchronizing the settings on the correct OU (Organizational Unit)? • Did you refresh/shutdown the agent after pushing the info from the console? What are the exact settings that are not received (send a screen shot from the console)? • Does the problem appear with all the agents? • Does the problem appear with all the users? Detecting application • What type of application are you trying to detect (windows. part of the same domain as the synchronization point (AD.extension)? • Does the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\MetaFrame Password Manager\Extensions\SyncManager\Syncs\DefaultSync contains the correct value for the synchronization? o If using shared folder.
1 Automatic Key Recovery Breaks if a User ID is Changed in Active Directory Password Manager Agent.4. Version 4.5 License File When Using Password Manager 4.5 Logon Page is Missing Windows Applications are not Recognized by the Password Manager Agent How to Deploy Only the Account Self-Service Features of Password Manager You Cannot Acquire a License From a Password Manager 4.Citrix Technical Support: Brief Troubleshooting Guide 22.124 – English 64 . Related Knowledge Base Articles • CTX107435 • CTX107380 • CTX107328 • CTX107399 • • • • • • • CTX106759 CTX108740 CTX107169 CTX107024 CTX111617 CTX111189 CTX112493 • CTX111831 • CTX111616 • • • • CTX112729 CTX112148 CTX112838 CTX112623 • CTX112783 • CTX112743 Single Sign-on Is Not Working with Program Neighborhood Agent In a Hot Desktop Environment Program Neighborhood Agent Applications for a Hot Desktop User Do Not Show Up In the Expected Locations Dialog: The user configuration cannot be updated because it has been retired Error: You cannot use the Password Reset feature.5 Troubleshooting the Citrix Password Manager Service Improving Security with Citrix Password Manager Citrix Password Manager Evaluator's Guide Citrix Password Manager 4.5.1/CPM4.5 Fixed Issues English The Password Manager Agent Icon Does Not Appear When Using Fixed Window Sizes for Published Applications Creating a Custom Account for the Self-Service Features Password Manager Licenses no Longer Appear in the License Management Console The Password Reset Icon on the Web Interface 4. Please contact your Administrator Impact of Data Integrity Feature on Agent Authentication Methods Hot Desktop FAQ Hot Desktop FAQ CPM4.
teams can now share application sessions. http://www. Secure Gateway Integration • Did you install and configure Secure Gateway? For information. and conduct online training regardless of the location of individual team members or the access devices or network connections they’re using. Conferencing Manager for Citrix Presentation Server Conferencing Manager for Citrix® Presentation Server adds intuitive application conferencing that eliminates the geographical distance between team members. For the first time. and allows easy collaboration.asp?familyID=19&productID=186 23.0 – See the Licensing section of Chapter 4 of the Administrator’s Guide for Conferencing Manager 3.0. see ‘Configuring an Email Client’ section of Chapter 4 of the Administrator’s Guide • Integrating Conferencing Manager with Microsoft Exchange Server and Outlook – See Chapter 5 of the Administrator’s Guide • Integrating Conferencing Manager with Lotus Domino and Lotus Notes – See Chapter 6 of the Administrator’s Guide • Problems configuring MetaFrame Conferencing Manager – See Chapter 4 of the Administrator’s Guide • Licensing MetaFrame Conferencing Manager 3.com/site/PS/products/product.2 Administrator’s Guide Citrix MetaFrame Conferencing Manager CTX107432 23.Citrix.3 Troubleshooting Questions to Ask What is the error message you are receiving? Can you send a screenshot? Which components have you installed o Have you installed all of the features of MetaFrame Conferencing Manager – See Chapter 2 of the Administrator’s Guide Does the server meet the necessary requirements? o See ‘System Requirements’ section in Chapter 3 of the Administrator’s Guide Are you upgrading from an earlier version of MetaFrame Conferencing Manager? o See ‘Planning Your Deployment’ section in Chapter 3 of the Administrator’s Guide Are you upgrading the Outlook Add-In? o See ‘Configuring an Email Client’ section of Chapter 4 of the Administrator’s Guide Make sure the Guest Attendee Web Interface component is installed on a Web Interface 4.0 server o See ‘Giving Attendees Access to MetaFrame Conferencing Manager’ of the Administrator’s Guide Installation • • • • • • Configuration • For information on configuring an email client.1 English Languages Supported 23.Strategic Readiness 23. work together on document editing. increases the productivity of meetings. consult the Secure Gateway Administrator’s Guide 65 .
Please try again or contact your system administrator Attendees and Guest Attendees Cannot Join Conferences Using Conferencing Manager When Windows 2003 Service Pack 1 Is Applied After Upgrading the Conference Organizer with Service Pack 1.4. and ensure that the conference has started Conference Room and Conference Manager Applications are not published during install How to point Conferencing Manager Servers to a license server different from MetaFrame Presentation Server Event Viewer Application Log Event IDs 1540 or 1541 and Conferencing Manager Error occurred while trying to add accounts. Related Knowledge Base Articles • CTX102891 • CTX101948 • CTX103838 • CTX105106 • CTX103839 • CTX103642 • CTX106757 • CTX106954 • CTX107171 • CTX106055 Error: An error occurred while processing your request … When a User Attempts to start a Conference Error: Citrix MetaFrame Conference Manager Failed to Start Error: Please verify your guest and conference IDs.0 Administrator’s Guide Secure Gateway for Windows Administrator’s Guide Web Interface Administrator’s Guide 23. Service Pack 1 is Installed Citrix Presentation Server 4. Other Relevant Information • CTX106319 • CTX103759 • CTX106472 66 . Error code: Name translation: could not find the name or insufficient right to see name … while trying to add Guest Attendee Accounts Error: The supplied credentials were invalid.5. the Server Receives a Fatal Error when Windows 2003.Citrix Technical Support: Brief Troubleshooting Guide 23.
The farm concept is introduced with CPSU4. 9.Strategic Readiness 24. It can be found by typing this command xprop -root | grep TWVERSION. including patches. and IBM’s AIX 5. including the version of thinwire? The X-server stores the version of thinwire running in a property on the root window. Citrix Presentation Server for UNIX Citrix Presentation Server™ for UNIX® is the easiest way to access UNIX applications securely and remotely from any device. usability and security. Spanish. Hewlett-Packard’s HP-UX 11 and 11i. Can the issue be reproduced at the server console in a loop back session? What troubleshooting steps have you taken to resolve this issue? Have you tested with seamless and non-seamless connections? What are the details of the session which is running. 5. remote.com/site/PS/products/product. Establishing the actual colour depth of the session is best done using the xdpyinfo X command.2.3 Troubleshooting Questions to Ask • What are the details of your environment – size of server farm. the Management Service Daemon and the license service daemon (ctxlsd). French.1 Languages Supported English. or logged off? (After the error occurs does ctxqsession still show a disconnected session. and 5. Operating System(s) of server(s). WAN/LAN architecture? The version of Presentation Server. and 10.Citrix. German 24. has it been disconnected.2 Administrator’s Guide Citrix Presentation Server for UNIX CTX106447 24. If you have license errrors check your license server configuration using the ctxlsdcfg utility. mobile. or is the list empty)? Please send the output of ctxcfg. and no longer need multiple desktops or software emulation packages. Service Packs. Citrix Presentation Server for UNIX supports Sun Microsystems’ Solaris 8.3. and local users in heterogeneous environments can access UNIX and Java™ applications from any device. CPSU4 introduced two new daemons. With Citrix Presentation Server for UNIX. can be obtained with the following commands: o Solaris pkginfo -l CTXSmf showrev -p command o AIX smit o HPUX swlist Which type of clients are in use (If this is a client issue refer to the ICA clients section)? What is the exact issue that you are having (what is happening – what should happen)? What are the exact steps to reproduce the issue? When did it start? What triggered issue? Who is affected by issue (administrators and/or users)? Does the issue affect all servers or only some? Are there any messages in the syslog? These errors are usually written to the file /var/adm/messages. over any connection.asp?familyID=19&productID=186 24. In case the session disappears immediately.1. and now includes new features to extend performance. version(s) of Presentation Server. http://www. See the administration guide for further details. • • • • • • • • • • • • • • 67 .
sh In /opt/CTXSmf/lib/ctxXtw.x for UNIX Look-and-feel Toolkit Workaround using PostScript files with GhostScript Font Displaying Incorrectly within an ICA Session 68 . It has happened! • pstack and related utilities (Solaris only) These utilities are available only on Solaris. • Debug ctxXtw. See CTX104541. 24.3 where you have to use the trace system utility. A utility to do this is xmon. This can be a useful way of detecting for example that someone has passed an unrecognized argument to the X server.1 onwards systems but was not available for AIX 4. o pflags lists the state of each lwp in the process • xwd/xwud This pair of utilities is useful for determining if display corruption is caused by a thinwire bug.3. Truss Truss is a utility which traces the system calls in a running process. To use these utilities you do need to be the root user.sh In /opt/CTXSmf/lib/ctxsession. Please note that wherever you see the path /opt/CTXSmf on the AIX platform this will be /usr/lpp/CTXSmf. and can be very useful for finding problems. You can uncomment some lines in there to write output to a log file. • Debug ctxsession. Look for the lines which start with: # exec 1>> /tmp/ctxsession. or Using MetaFrame as a Proxy to Other UNIX Servers Citrix MetaFrame 1. These three utilities are useful to debug Citrix processes that seems to be in a hung state or consuming a lot of resources o pstack allows a stack trace of a running process to be taken.2 How to Publish an Application on a UNIX Server of Different Architecture. Recent versions also allow you to dump a stack back trace of all threads even from a core file o pfiles lists all the opened files in a process. Tracing the X protocol In some cases it is useful to analyze the X protocol. Generating cores from MPSU processes To get a core of a running process without using kill to make it crash you can use the gcore utility.sh. Related Knowledge Base Articles • • • • • • CTX106468 CTX103576 CTX105825 CTX103591 CTX103303 CTX319752 • CTX676453 • CTX861701 • CTX803423 Seamless Issues Found with MainWin-based Applications Troubleshooting UNIX / Linux Keyboard and Language issues in ICA sessions Troubleshooting MetaFrame Presentation Server for Unix Licensing Diagnosing UNIX Server and Client Processes Troubleshooting OpenGL Issues on MetaFrame for UNIX 1.Citrix Technical Support: Brief Troubleshooting Guide Debugging techniques Below are some general debugging techniques.sh there are some debugging hints if the session is failing before it appears on the screen.sh you can set up debugging by uncommenting lines in a similar way as described for debugging ctxsession. It is available on AIX 5. Thus allowing the two to be compared. There is a public domain version for the HP-UX platform which can be downloaded from the HP web site. When the X server sees this it exits with an error message which the user never sees. Running xwd -root | xwud displays the contents of the framebuffer on the screen.log 2>&1 and # set -x and uncomment those lines. If there is thinwire bug the contents of the framebuffer will not match what is displayed on the screen. he only knows he doesn't get a session.4.
are secure. and integrates into existing infrastructure.2 Citrix Technical Support Uses Citrix GoToAssist Citrix® GoToAssist®. Contacting Citrix Technical Support 25. and improve immensely the customer experience with Citrix Technical Support. is an online service that enables support staff to view. or version updates out to the end-user. performs well even over dial-up connections.1 Your Citrix Technical Support Checklist The Citrix Technical Support Team is dedicated to helping resolve your IT issues quickly and accurately. The service requires no client software or additional resources. 69 . works automatically and securely through virtually every firewall. 25. The key features of GoToAssist that help customers and Technical Support Agents are: • Remote Diagnostics gather a standard set of information about the end-user's environment including operating system details. applications and services currently running • Remote Viewing/Control enables the support agent to – with the end-user’s permission – see and control the end-user’s device or applications. URLs. GoToAssist sessions are easy and quick to setup. evaluate and respond to real-time customer satisfaction and support operations metrics. and troubleshoot user desktops. • Management Center provides Citrix the flexibility to monitor.Strategic Readiness 25. we ask that you keep this checklist of required information close by for reference when you call. increasing user satisfaction and productivity and reducing support costs. To facilitate prompt service. allow customers to ultimately keep control of their systems at all times. • • • Service agreement number Description of issue Product version service pack level o hotfixes o • Web server operating system version service pack level o hotfixes o • Steps to reproduce issue and troubleshooting diagnostic steps taken Last changes made to server and/or server farm Network configuration Service agreement • ICA Client version operating system version o service pack level o • • • Server operating system version o service pack level o hotfixes • In the event that remote access by one of our Citrix Technical Support Engineers is necessary. the following may speed up the troubleshooting process: • • An account with administrative rights We may leverage GoToAssist to speed up the troubleshooting and resolution of your issue. • File Transfer enables the support agent to rapidly send and receive files to and from end-users. total and available memory. the #1 remote desktop support solution. For example. Please refer to your Citrix Technical Support ID Card for specific contract information and contact numbers for the support center in your region. the support agent can send patches. • Reboot/Reconnect enables the support agent to restart the customer's or employee's device and rapidly reconnect to the support session in progress in an automated manner. control.
3 Contacting Citrix Technical Support via Telephone http://www.citrix. This username and password will have been distributed via e-mail when they first created an account on MyCitrix.mycitrix. they will be prompted to provide their username and password.4 Contact Details Free phone 1800 111 300 0800 292 518 0800 72275 80 88 46 16 0800 117093 0800 91 81 15 0800 182 5549 1 800 509 215 800 783981 800 2 3378 Country Australia Austria Belgium Denmark Finland France Germany Ireland Italy Luxembourg Country Netherlands Norway Portugal South Africa Spain Sweden Switzerland UK USA + Canada Free phone 0800 022 5829 800 10882 800 844 100 0800 99 1235 900 96 8942 0200 285432 0800 564 652 0800 587 9031 1800 424 8749 25. a customer will need to log in to the MyCitrix portal at the following website address: http://www. If they have not received any logon information or are having problems accessing the service.5 Contacting Citrix Technical Support via Web Online Problem Reporting and Tracking (OPRT) Available for some agreement types only. they will need to contact Citrix Customer Care at the email listed on the website.com/English/ss/supportContacts.asp 25. 70 . Features of • • • • • OPRT Open new cases via the internet Add notes to existing cases Track the status of cases Manage your contact information Close resolved incidents How to access OPRT To access this service.com/ Once a customer clicks on the site.Citrix Technical Support: Brief Troubleshooting Guide 25.
Strategic Readiness Response Times • Issues will be addressed during the same day business hours when a call is logged before 5pm GMT • Urgent issues should always be logged by telephone to ensure appropriate response 25. With the new Citrix on-site support option we offer our customers on-demand technical assistance for your unique challenges and help you to minimise the risk of downtime by providing the right skills when you need them most. you sometimes require more than a remote support offering can provide. your Support Account Manager (SAM) or your Technical Relationship Manager (TRM) in order to request on-site technical support. 71 . high-quality response and availability. Onsite Technical Support covers problem diagnosis. Flexible Support when you need it All customers with an existing Citrix support contract can avail of the on-site service with a notice of three working days. You will be asked to sign an onsite support agreement and forward a purchase order before the on-site visit takes place. At Citrix we understand the importance of rapid.Peleja@eu. To ensure an efficient on-site visit our support engineers develop and review an agenda prior to the on-site engagement with you.com).6 Citrix Technical Support Goes On Site – EMEA region only Special situations need special response When your business faces unexpected outages or loss of service. troubleshooting and problem resolution.citrix. Contact us Please contact Alexandre Peleja (Alexandre.
Program Neighborhood®. as well as hundreds of thousands of small businesses and prosumers.com E u ro p e a n H e a d q u a r t e r s Citrix Systems International GmbH Rheinweg 9.S. USA Tel: +1 (800) 393 1888 Tel: +1 (954) 267 3000 www. Citrix Presentation Server™. 32nd Floor One International Finance Centre 1 Harbour View Street Central. Annual revenue in 2006 was $1. All other trademarks and registered trademarks are property of their respective owners. ©2007 Citrix Systems. Citrix Access Gateway™. Inc. Citrix Desktop Server™. FL 33309. Inc.S. Inc. 8200 Schaffhausen Switzerland Tel: +41 (0)52 6 35 77-00 www.citrix.citrix. UNIX® is a registered trademark of The Open Group in the U.com Asia/Pacific Headquarters Citrix Systems Hong Kong Ltd. Citrix Subscription Advantage™ and SmartAccess™ are trademarks or registered trademarks of Citrix Systems. Citrix customers include 100% of the Fortune 100 companies and 98% of the Fortune Global 500.citrixonline.com About Citrix: Citrix Systems. More than 180. highest security and lowest cost. Citrix WANScaler™. 851 West Cypress Creek Road Fort Lauderdale. and other countries. Citrix EdgeSight™. CA 93111 Tel: +1 (805) 690 6400 www.Citrix Worldwide Wo r l d w i d e H e a d q u a r t e r s Citrix Systems. GoToAssist®. Learn more at www.com Citrix Online Division 5385 Hollister Avenue Santa Barbara.1 billion.200 channel and alliance partners in more than 100 countries. (Nasdaq:CTXS) is the global leader and the most trusted name in application delivery infrastructure. MetaFrame XP™.citrix.com.citrix. Active Directory®.citrix. Citrix®. NetScaler®.000 organisations worldwide rely on Citrix to deliver any application to users anywhere with the best performance. All rights reserved. Microsoft®. Hong Kong Tel: +852 2100 5000 www. Citrix Application Firewall™. MetaFrame®. Citrix Access Essentials™. Citrix Password Manager™. Suite 3201. Inc. Windows®. ICA®. and/or other countries. www. and Outlook® are registered trademarks of Microsoft Corporation in the U.com . and may be registered in the United States Patent and Trademark Office and in other countries. Citrix Access Suite™. Citrix has approximately 6. and/or one or more of its subsidiaries.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue listening from where you left off, or restart the preview.