HRC Advanced Citrix Troubleshooting Guide. Remove all Citrix Instances from the Registry

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1 HRC Advanced Citrix Troubleshooting Guide Advanced Troubleshooting procedures: 1. Add https://mobile.hrc.army.mil to Internet Explorer s trusted sites list. Click on Tools Internet Options Security. Click on Trusted Sites. Click on the Sites enter: https://mobile.hrc.army.mil and click add. 2. Reset Internet Explorer s settings to their default settings. Open IE, Click on Tools Internet Options Advanced Tab Click Reset Test Citrix access Command Line Uninstall Makes sure you have downloaded the Pluginweb.exe and you know where it is located. 1. Right click command prompt from the start menu and choose Run as administrator 2. Change directories to the path where you have downloaded Pluginweb.exe 3. Type: Pluginweb.exe /Uninstall 4. Once finished, reboot the machine. 5. Login as the user and run the Pluginweb.exe by double clicking the file. (Note: Due to restrictions at certain locations, you may have to install while logged on as a System Administrator) Remove all Citrix Instances from the Registry Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. This should be a last resort method of troubleshooting. Make sure your pc is backed up appropriately before beginning. HRC is not responsible for modifications to the registry Be sure that no other Citrix products are installed on the workstation. IE Citrix Go To Meeting, Go To Assist etc. Open Regedit and search for Citrix. Delete all entries that point to Citrix. There are a lot of entries that reference Citrix. If you continue to experience issues after following the steps above, please refer to the Citrix link below. Page 1 of 7

2 If after all troubleshooting steps are followed in this document and you continue to experience issues with your Citrix plugin, there is a larger problem occurring within your Operating System and it may be best to reimage the workstation. Common Citrix Troubleshooting s #1 Customer opens Citrix Portal and receives message that say, You do not have access to Citrix applications. Customer does not have correct AKO ID in HURS. Have customer contact their ISSO to resubmit HURS account to match AKO account. Name change? New CAC reflects current name, must re-register\submit new HURS request with current name #2 ICA Client Received a corrupt ICA file error 2311 Bad Citrix Plugin Refer to https://mobile.hrc.army.mil/hrc_citrix.html #3 Cannot launch apps after logging in gets error or message regarding.ica file Citrix Web Plugin is either damaged, not installed or the file associations between the.ica file type and the Citrix Web Plugin is broken. Refer to https://mobile.hrc.army.mil/hrc_citrix.html Check the file associations in step 2 of the Web Plugin troubleshooting. Page 2 of 7

3 #4 Error, Windows cannot access the specified, path, or file. You may not have the appropriate permissions to access the item like the one shown below: Same as #2 above. Click here for step by step instructions on how to install. If the plugin is already installed and you are still receiving the error message, click here. #5 Customer opens Citrix Portal and see list of Citrix applications. When the customer clicks on an application to launch it he or she sees message There is no Citrix SSL Server configured on the specified address. or cannot connect to the Citrix Metaframe server the Citrix SSL server you have selected is not accepting connections". The customer s network doesn t have access to the Citrix Secure Gateway on port 443. You will need to contact your local IT Support Specialist and/or IASO and notify them that your network does not have access to the following hosts/urls on SSL port 443: Mobile.hrc.army.mil Citrixsgw.hrc.army.mil The hosts/urls listed above must be "white listed" in your local HTTP/S (web) proxies and routers. The error that you've reported will persist until your network configuration is updated. Please Note: You will not be able to open the URL citrixsgw.hrc.army.mil in a web browser. The Citrix Secure Gateway is not a web server and will not respond to a web browser. The Citrix Secure Gateway is a specialized SSL relay that will communicate only with the Citrix Web Plugin. Page 3 of 7

4 #6 The customer opens the Citrix portal, sees list of applications, tries to launch and application and receives an error containing the text SSL 76, such as the one displayed below: The customer s computer has expired DOD root certificates. Open the Citrix Web Portal and click on the button labeled DoD Root Certificate Installation Instructions and follow the instructions in the linked document. #7 The customer opens the Citrix portal, sees list of applications, tries to launch and application and receives an error containing the text SSL 46. Internet Explorer is not configured to use SSL 3.0. First in Internet Explorer top menu select Tools Internet Options In the Internet Options select the Advanced tab and scroll down to the Security Section. Make sure that the options Use SSL 2.0 and Use SSL 3.0 are checked. The option, Use TLS 1.0 can be either checked or unchecked, as shown below: Page 4 of 7

5 #8 The customer opens the Citrix portal, sees list of applications, tries to launch and application and receives an error, Internet Explorer cannot download with different long characters.(pictured) In Internet Explorer there is a checkbox in the advance settings that can cause this error. This box can possibly been checked on their end if there was a windows update to their system. First in Internet Explorer top menu select Tools Page 5 of 7

6 Internet Options In the Internet Options select the Advanced tab: Scroll down to where to the section for Security and make sure that the selection Do Not Save Encrypted Pages To Disk is unchecked. If it is checked have the customer uncheck that selection, click apply and ok, and then exit from Internet Explorer and have the customer log back into Citrix. #9 Customer logs into with Web Interface and can see all their applications however when they attempt to launch an app, they receive HTTP ERROR 403 Forbidden There are 2 causes for this error that we have seen. A deactivated AKO account and ActiviClient issues on the client machine. AKO : Have the customer access the AKO site and test CAC login on the site. If it succeeds, this eliminates this as a possible cause. ActiviClient : In the scenario that I worked, the customers G6 opened ActiviClient and cleared state for all cards. Then opened Internet Explorer, tools, Internet Options, Content tab, Certificates, removed all certs. Once complete, go back into ActiviClient, tools, advanced, and click Make Certificates available to windows Test access to Citrix Web Interface #10 User clicks an application and receives An error occurred making the requested connection STA servers are either down or overloaded or the application has been disabled by the Citrix admin. XML server configuration can also cause this issue. Contact Citrix SA and have them check the STA s, XML broker, and the load on the servers that are hosting the affected app. Page 6 of 7

7 #11 User clicks an application and receives An error occurred making the requested connection 2 possible causes. The first is a corrupted Citrix Web Plugin. STA servers are either down or overloaded. Also, and XML server configuration can also cause this issue. Have the customer reinstall the Citrix Web Plugin. Contact Citrix SA and have them check the STA s, XML broker, and the load on the servers that are hosting the affected app. Page 7 of 7

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