HRC Advanced Citrix Troubleshooting Guide. Remove All Citrix Instances From the Registry

7/26/2019 HRC Advanced Citrix Troubleshooting Guide. Remove All Citrix Instances From the Registry

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HRC Advanced Citrix Troubleshooting Guide

Advanced Troubleshooting procedures:

1. Add https://mobile.hrc.army.milto Internet Explorers trusted siteslist. Click on Tools Internet Options Security. Click on Trusted

Sites. Click on the Sites enter: https://mobile.hrc.army.miland clickadd.

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 asadministrator

2. Change directories to the path where you have downloaded Pluginweb.exe3. Type: Pluginweb.exe /Uninstall4. 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 whilelogged on as a System Administrator)

Remove all Citrix Instances from the Registry

WarningSerious 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 CitrixGo 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, pleaserefer to the Citrix link below.http://support.citrix.com/article/CTX325140
https://mobile.hrc.army.mil/https://mobile.hrc.army.mil/http://support.citrix.com/article/CTX325140http://support.citrix.com/article/CTX325140https://mobile.hrc.army.mil/https://mobile.hrc.army.mil/


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If after all troubleshooting steps are followed in this document and you continueto experience issues with your Citrix plugin, there is a larger problem occurringwithin 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 tohttps://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.
https://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.htmlhttps://mobile.hrc.army.mil/HRC_Citrix.html


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Scenario

#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:

Cause Same as Scenario #2 above.

Solution Click herefor 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 Advancedtab 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 andapplication and receives an error, Internet Explorer cannot downloadwith 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 Advancedtab:

Scroll down to where to the section for Securityand make sure that the selection Do

Not Save Encrypted Pages To Diskis unchecked. If it is checked have the customer

uncheck that selection, click applyand 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 theservers that are hosting the affected app.

Documents

HRC Advanced Citrix Troubleshooting Guide. Remove All Citrix Instances From the Registry