Resolving common Citrix issues

GENERALLY

In all cases, using the Native client is recommended over the Java client.
To check/change the current client, click on the Advanced Options link on the login screen. Under
“Remote client type”, the Native client should be currently selected.
Many issues are resolved by confirming that the local computer’s system clock is correct, deleting
temporary internet files, and/or uninstalling then reinstalling the Citrix client.

CLIENT INSTALLATION ISSUES

The wrong client software has been installed

Opening Citrix causes a window to open asking “What is the address of the server hosting your
published resources.” There is a space to fill in the server name. The sample answer is
https://servername
Uninstall and reinstall the Citrix client. Only the web plugin component should be installed.

ISSUES AT THE CITRIX LOGIN PAGE

Error messages to do with ‘invalid credentials’

This error is typically caused by an incorrectly typed password, PIN, or keyfob number; a domain
password out of sync with the Novell password; or a keyfob in next tokencode mode.

Client software not detected

Before the user authenticates at the Citrix login page, the following warning is displayed in the
Message Center:
We are unable to detect the appropriate client software on your computer to allow you to launch your
applications.
Click here to obtain the client software
If the IE yellow warning bar is visible, click on it to install the Citrix Helper Control (an Active X
control). Otherwise, if the software has been installed, just continue to log in normally.

ISSUES AFTER SUCCESSFULLY AUTHENTICATING AT THE CITRIX LOGIN WEB PAGE

IE Trusted Sites
The user is able to authenticate at the Citrix login page and the applications are available, but the user
sees the following warning in the Message Center:
Current browser security restrictions may prevent you from launching applications, or may require
your explicit permission to proceed. To launch an application successfully, save the launch file if
prompted and double-click the file to start the application.
This message appears only in Internet Explorer. Firefox does not produce the error message. If the
user is able to connect to the applications, the message can be ignored.
To stop this message from being displayed, go into Internet Options, Advanced tab, and check the box
next to ‘Do not save encrypted pages to disk’.
If the user is unable to connect, the resolution is to add the site to the Trusted Sites list in Internet
Explorer:
In Internet Explorer, navigate to https://beyond.vedderprice.com
Click Tools -> Internet Options -> Security tab.
Click the Trusted Sites checkmark icon, then click the Sites button.
Confirm that the URL https://beyond.vedderprice.com appears in the top box, and click the Add
button. Click Close and OK to return to the login screen.
Log in.

Client software not detected

The user is able to authenticate at the Citrix login page. Instead of a page displaying the available
applications, the user sees a page displaying with the following warning:
Download Client Software
We are unable to detect the appropriate client software on your computer to allow you to launch your
applications.
If you wish to download and deploy the client software to allow you to launch your applications, click
Download.
If the IE yellow warning bar is visible, click on it to install the Citrix Helper Control (an Active X
control). Otherwise, click on the ‘Already Installed’ link under Troubleshooting Options at the right-
hand side of the page.

Temporary internet files

The user is prompted to save the launch.ica file. If the user saves the file and double-clicks it, Citrix
opens but then displays an error:
The Citrix SSL server is not accepting connections.
Try clearing the browser’s temporary internet files. If this doesn’t resolve the issue, follow the
instructions for adding the site to IE’s Trusted Sites, above. (Strangely, the resolution in a few tickets
is to reboot the router.)

Client installation
The user is able to authenticate at the Citrix login page. After clicking on an application, the user
receives the error:
Connecting through Citrix secured gateway. Error reading from proxy server.
Uninstall and reinstall the Citrix client. Only the web plugin component should be installed.

Session reconnection
The user is able to authenticate at the Citrix login page. After clicking on an application, the user
receives the error:
There are no existing applications available for reconnection.
This is simply an informational message stating there are no pre-existing apps to reconnect to. It can
be ignored if the user is not having an issue launching applications.

MSLicensing registry key

 The user is able to authenticate at the Citrix login page. After clicking on an application, the user
receives one of the following errors:
There is no route to the specified subnet address.
or
The Citrix MetaFrame server is not available. Please try again later.
To resolve, delete the MSLicensing registry key.
Click on the Start button, select Run and type in “regedit”.
Click OK.
The registry editor window will open.
Go to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSLicensing.
Click once on MSLicensing so it is highlighted and then hit the Delete key.
Close the registry editor and attempt to login to Citrix.

ISSUES AT THE NOVELL CLIENT WINDOW

Connecting to the wrong application

The user receives the following error message in Citrix after entering a username and password at the
Novell Client window:
The system could not log you into the network.
Make sure your name and connection information are correct, then type your password again.
The user is likely trying to connect to the wrong application. For example, a Chicago user may have
clicked on the DC Desktop application.

ISSUES AFTER SUCCESSFULLY AUTHENTICATING AT THE NOVELL CLIENT WINDOW

Reconnecting to a session
The user receives the following error message in Citrix after successfully authenticating at the Novell
Client window:
Connection error: You have not been granted access to this published application
This issue can be resolved by a Citrix administrator. It may be due to an issue with a prior
‘disconnected’ session not connecting correctly. The administrator can reset the session.

Printer unavailable issues

The user cannot find the local printer in the list of available printers.
Disconnect from Citrix, set the local printer to be the default printer, and reconnect to Citrix. If the
printer is still missing, uninstall and reinstall the Citrix client.

Printer offline issues

While connected to Citrix, the user receives periodic messages having to do with ‘a network printer is
offline’.
Check the physical printer. It is likely jammed or out of paper.

MacPac
The user receives various errors when using MacPac.
If the user’s H: drive user folder is missing a \MacPac\Personal\ folder, copy yours to the user’s folder.
 Citrix window not responding
Shortly (and sometimes immediately) after authenticating at the Novell Client window, the Citrix
window will stop responding.
The fix is to give the user full rights to the MSLicensing key.
Open Regedit and navigate to:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSLicensing
Right-click on the MSLicensing key and select Permissions.
Under the Security tab, click on Users to highlight it.
Check the box in the Allow column next to Full Control.
Click OK and close Regedit.

ACCESSING THE LOCAL MACHINE’S HARD DRIVE

Once in Citrix, right-click on the Start button in the Citrix environment and select Explore.
Browse the list of drives in the left-hand pane and locate “C$ on ‘Client’ (C:)“. This is the local
workstation’s C: drive. Click on the drive to open it.

CITRIX PROGRAM NEIGHBORHOOD

How to minimize the Citrix window to view the local machine’s desktop.
Shift+F2

SSL ERRORS

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

Run Windows Updates and update the root certificates.
SSL error 68 (the SSL certificate is not yet valid)
Set the local system clock to the current date and time.
SSL error 70 (the SSL certificate is no longer valid)
Set the local system clock to the current date and time.
SSL/TLS error: The certificate validation failed.
Confirm that the Native client, not the Java client, is in use by clicking on the Advanced Options link
on the login screen.
http://support.citrix.com/article/CTX125056