Citrix: information & troubleshooting

Instructions for Using the New Citrix

Published Applications & Virtual Labs

effective 04 March 2013

Citrix connectivity allows you to access your database applications using thin client technology. The authentication is performed in conjunction with Active Directory. Please understand that your facilitator does not have access to the Citrix Servers. That is a Systems Engineering and Application Development (SEAD) responsibility at Regis University in Denver. As such, your facilitator must post a work order for the SEAD to take action. If you do not notify your facilitator then a ticket will never get posted, and your issue will remain unresolved.

In order for us to be able to provide you with support, your computer should meet the requirements posted at the end of this guideline.

Troubleshooting issues

Generally, the issues you will encounter fall into one of two categories: being unable to access the Citrix desktop (shown in Figure 1 below); or being unable to open your virtual desktop when you click on the links provided on your Citrix Desktop. Please note that your Citrix desktop may not appear identical to the one shown.

Issue: Unable to access the Citrix desktop

1. If you receive the following message:

"There was an error: The Citrix Server reported that the Credentials entered were incorrect."

Try to reconnect a couple of times to ensure you entered your Username and Password correctly.

a. After entering your Username and Password, select login

b. If the same error message appears, click on your browsers refresh button.

• If that does not work, close the browser and repeat these steps a couple of times.

2. If you are still unable to get to the Citrix Desktop, send the following information to the Student DBA assigned to support your class:

a. Operating System and version (include any service packs installed)

b. Browser and version

c. Location you are trying to connect from (i.e. Regis lab, home, work)

d. Class information - facilitator name and Citrix account login and password

e. Error message you are receiving

f. Whether or not you had prior connectivity thru Citrix. If yes make note of whether there have been any changes to your system recently.

Issue: Unable to access the virtual desktop via link(s) on Citrix desktop

1. If you click on a link, and nothing happens, try each of the following, attempting to reconnect after each step:

a. If you are using Internet Explorer 5.5 with Service Pack 2 installed, see the Citrix Document ID# CTX344893. This document can be found at the Citrix Website by performing a search of their knowledge base (http://knowledgebase.citrix.com/cgi-bin/webcgi.exe?New,KB=CitrixKB). This issue was resolved by the Win32 ICA client version 6.20.985.

b. Ensure that any firewalls, whether at work or home, are not blocking communications with Citrix. By default, the ICA client uses port 1494. Either enable communications through this port, or change the default ICA client port to a port that is communications enabled, by following the instructions in the Citrix Document ID# CTX384332. This document can be found by performing a search as described in 3a above.

c. Use the latest browser version available, if possible (note: if you upgrade to a newer version, re-install the Citrix ICA client)

d. Currently, there are two ways to get a Citrix ICA Client. Try method (i.) first, if that does not work, then try method (ii.). Please see the note at the end of this section regarding the installation of a Citrix ICA client.

Method 1: Let the Regis NFuse server select the appropriate ICA client for you:

1. Uninstall the ICA client (if already installed on your computer)
2. Go to Regis Citrix logon page: http://citrix.arn.regis.edu
3. If you do not see the warning that you do not have a client installed, attempt to log in.
4. Once the warning appears (that you do not have a client installed), click on the link asking if you'd like to download one.
5. Execute the ICA set-up program
6. Close and reopen your browser
7. Attempt to log into Citrix again

Method 2: Go to the Citrix download page and save the correct executable client installer for your computer.

1. Uninstall the ICA client (if one is already installed on your computer)
2. Go to Citrix download page: http://www.citrix.com/download/ica_clients.asp
3. Execute the ICA set-up program
4. Close and reopen your browser
5. Attempt to log into Citrix again

2. If you are still unable to connect, send the following information to the Student DBA assigned to support your class:

• Operating System and version (include any service packs installed)
• Browser and version
• Location you are trying to connect from (i.e. Regis lab, home, work)
• Class information - facilitator name and Citrix account login and password
• Error message you are receiving
• Whether or not you had prior connectivity thru Citrix. If yes, make note of whether there have been any changes to your system recently.

NOTE: Before reinstalling either the Citrix ICA Client or your browser, it is recommended that you read the appropriate "readme_ica32.txt" for the version of ICA Client you are installing or using. It typically can be found at the ICA Clients download page, and will include the most current issues that apply to installing the ICA Client.

Other issues

If you unable to connect, and get an error that does not fall into one of the two categories above, send the following information to the Student DBA assigned to support your class:

• Operating System and version (include any service packs installed)
• Browser and version
• Location you are trying to connect from (i.e. Regis lab, home, work)
• Class information - facilitator name and Citrix login and password
• Error message you are receiving
• Whether or not you had prior connectivity thru Citrix. If yes, make note of whether there have been any changes to your system recently.

System requirements

Although the Citrix website indicates that the ICA client supports a wide variety of operating systems, the SEAD has not had any luck with certain operating systems, Windows Me in particular. As such, we can only try to support the following:

Citrix system requirements

Administrators Manual for Citrix® ICA®Win32 Clients, Version 6.30, states the following requirements:

• Standard PC architecture, 80386 processor or greater as required for the operating system and Web browser.
• Windows 9x, Windows Me, Windows 2000, Windows XP, or Windows NT 3.51 or later.

• 8MB RAM or greater for Windows 9x, 16MB RAM or greater for Windows NT 3.51 or 4.0, 32MB or greater for Windows Me and Windows 2000, and 128MB RAM or greater for Windows XP.

• Internet Explorer Version 5.0 or later, or Netscape Navigator or Communicator Version 5.0 or later.
• Microsoft mouse or 100% compatible mouse.

• VGA or SVGA video adapter with colour monitor.

• High-density 3.5-inch disk drive (optional) and available hard disk space.

• Windows-compatible sound card for sound support (optional).

• For network connections to the Meta-Frame server, a network interface card (NIC) and the appropriate network transport software are required.

  o The ICA Win32 Web Client supports the TCP/IP network transport only.

  
  

Citrix troubleshooting information

Additional Citrix troubleshooting information can be found at:

http://trackit.arn.regis.edu/dba/resources.html

Solution Knowledgebase

Product: All Ver. All Build All:English US
Category: ICA Connectivity ; WAN/LAN

Ports Required to be Open for Connectivity Through Firewalls and Routers

The following is a list of TCP/IP and UDP ports that must be open on firewalls and routers for ICA packets to pass through:

• TCP/IP port 1494 (inbound)
• UDP port 1604 (inbound and outbound)
• Outbound (from the server to the client) ports 1023 and above (a maximum of 65535) for both TCP/IP & UDP

File Name: None at this time Posted on FTP/BBS: Not Posted

Knowledge Center Knowledge Base NFuse Classic

Error: ICA file not found

Document ID: CTX395275

Created: Mar 20, 2002

Updated: Apr 4, 2003

Products: Citrix NFuse 1.6

Users may receive the ICA File Not Found error when launching published applications through NFuse.

The following scenarios are known to produce the ICA File Not Found error:

1. Web pages are served with HTTPS and client can not save encrypted pages to disk

When a user clicks an application icon, the launch.ica file is downloaded from the web server and then executed by the local ICA client. If the NFuse web server is using SSL (https://...) and your browser is configured not to save encrypted pages to disk, the launch.ica file can not be written to disk and the ICA client has no file to open.

To resolve this issue, at the client machine:

• In Internet Explorer select go Tools > Internet Options
• Select the Advanced tab
• Beneath the Security section of options, uncheck the option called Do Not save encrypted pages to disk

2. Excessive internet cache

On Windows computers with large hard drives, the Temporary Internet Files folder used by Internet Explorer can become excessively large, causing too much of a delay in the time required to save the launch.ica file and then retrieve it for use by the ICA client.

To resolve this issue, clear the browser cache:

• In Internet Explorer select go Tools > Internet Options
• Select the General tab
• In the Temporary Internet files section of options, click the Delete Files button.
• You may also want to click the Settings button to decrease the amount of disk space to use for the Internet cache.