HRC Advanced Citrix Troubleshooting Guide

Advanced Troubleshooting procedures:

1.

Add https://mobile.hrc.army.mil to Internet Explorers 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 Explorers 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.
http://support.citrix.com/article/CTX325140

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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 Scenarios

Scenario
#1

Customer opens Citrix Portal and receives message that say, You do not have access
to Citrix applications.

Cause

Customer does not have correct AKO ID in HURS.

Solution

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

Scenario
#2

ICA Client Received a corrupt ICA file error 2311

Cause

Bad Citrix Plugin

Solution

Refer to https://mobile.hrc.army.mil/HRC_Citrix.html

Scenario
#3

Cannot launch apps after logging in gets error or message regarding .ICA file

Cause

Citrix Web Plugin is either damaged, not installed or the file associations between the
.ICA file type and the Citrix Web Plugin is broken.

Solution

Refer to https://mobile.hrc.army.mil/HRC_Citrix.html
Check the file associations in step 2 of the Web Plugin troubleshooting.

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Scenario Error, Windows cannot access the specified, path, or file. You may not have the
#4
appropriate permissions to access the item like the one shown below:

Cause

Same as Scenario #2 above.

Solution

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.

Scenario
#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".

Cause

The customers network doesnt have access to the Citrix Secure Gateway on port 443.

Solution

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.

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Scenario
#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:

Cause

The customers computer has expired DOD root certificates.

Solution

Open the Citrix Web Portal and click on the button labeled DoD Root Certificate
Installation Instructions and follow the instructions in the linked document.

Scenario
#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.

Cause

Internet Explorer is not configured to use SSL 3.0.

Solution

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:

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Scenario
#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)

Cause

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.

Solution

First in Internet Explorer top menu select

Tools

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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.

Scenario
#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

Cause

There are 2 causes for this error that we have seen. A deactivated AKO account and
ActiviClient issues on the client machine.

Solution

AKO Solution: 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 Solution: 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

Scenario
#10

User clicks an application and receives An error occurred making the requested
connection

Cause

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.

Solution

Contact Citrix SA and have them check the STAs, XML broker, and the load on the
servers that are hosting the affected app.

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Scenario
#11

User clicks an application and receives An error occurred making the requested
connection

Cause

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.
Solution

Have the customer reinstall the Citrix Web Plugin.

Contact Citrix SA and have them check the STAs, XML broker, and the load on the
servers that are hosting the affected app.

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