Read CIT_Trouble_G_uk_09-05.qxd text version

Citrix Technical Support: Brief Troubleshooting Guide

Update 09/05

Introduction

This Brief Troubleshooting Guide is intended as the first resource for Citrix administrators and Citrix engineers to troubleshoot technical issues for all Citrix products and technologies. The Brief Troubleshooting Guide provides you with a single point of access to narrow down your technical issues and help you resolve as many as possible in an autonomous manner. Citrix Technical Support expects you to have carried out basic troubleshooting before you contact them, and will request this information from you, helping to decrease resolution time. Each product section includes a brief description, supported languages, links to Knowledge Base articles and third-party articles, troubleshooting tools and questions, and information to gather to help you pinpoint the your technical issues. An electronic copy of this document is available from CTX106727 This Brief Troubleshooting Guide should be used when tackling any issue. The Knowledge Center continues to be a very useful resource and is constantly being updated by Citrix Technical Support engineers worldwide. If there is an article that you would like to see in our Knowledge Center, please let us know. Any feedback you have on this Brief Troubleshooting Guide is also welcome. Please mail your feedback to [email protected]

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Table of Contents

1. METAFRAME PRESENTATION SERVER FOR WINDOWS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 1.1. 1.2. 1.3. 1.4. 1.5. 1.6. 2. Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Supported Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

RESOURCE MANAGER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.1. 2.2. 2.3. 2.4. Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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3.

INSTALLATION MANAGER 3.1. 3.2. 3.3. 3.4. 3.5.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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NETWORK MANAGER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 4.1. 4.2. 4.3. 4.4. Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

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5.

PRESENTATION SERVER MANAGEMENT PACK FOR MOM 5.1. 5.2. 5.3. 5.4.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

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6.

CITRIX ACCESS ESSENTIALS 6.1. 6.2. 6.3. 6.4.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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7.

WEB INTERFACE 7.1. 7.2. 7.3. 7.4. 7.5.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

8.

CITRIX ACCESS GATEWAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 8.1. 8.2. 8.3. 8.4. Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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9.

SECURE GATEWAY 9.1. 9.2. 9.3. 9.4. 9.5.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

10.

ICA CLIENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 10.1. 10.2. 10.3. 10.4. 10.5. Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

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UNIX CLIENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 11.1. 11.2. 11.3. 11.4. 11.5. 11.6. Current Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Related Knowledge Base Articles and Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

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12.

CITRIX ACCESS SUITE LICENSING 12.1. 12.2. 12.3. 12.4. 12.5. 12.6.

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Most Common Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

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13. 14.

METAFRAME XP PRESENTATION SERVER LICENSING ADVANCED ACCESS CONTROL 14.1. 14.2. 14.3. 14.4. 14.5.

38 40

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Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

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15.

CITRIX DIAGNOSTIC FACILITY (CDF) 15.1. 15.2. 15.3. 15.4.

43

Products Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 How to Enable Tracing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

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16.

METAFRAME SECURE ACCESS MANAGER 16.1. 16.2. 16.3. 16.4. 16.5. 16.6.

45

Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Administration Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Most Common Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

5

17.

CITRIX PASSWORD MANAGER 17.1. 17.2. 17.3. 17.4.

..........................................................................................................

47

Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

................................................................

18.

CONFERENCING MANAGER FOR CITRIX® PRESENTATION SERVER 18.1. 18.2. 18.3. 18.4. 18.5.

50

Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Other Relevant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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19.

CITRIX METAFRAME PRESENTATION SERVER FOR UNIX 19.1. 19.2. 19.3. 19.4.

52

Languages Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Administration Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Troubleshooting Questions to Ask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Related Knowledge Base Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

20.

CONTACTING CITRIX TECHNICAL SUPPORT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 20.1. 20.2. Your Citrix Technical Support Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Citrix Technical Support Uses Citrix GoToAssist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

6

Citrix Technical Support: Brief Troubleshooting Guide

1.

Citrix Presentation Server for Windows

Citrix Presentation ServerTM is the easiest way to manage enterprise applications from a central location and access them from anywhere. The foundation of the Citrix Access Suite TM, Citrix Presentation Server is the world's most widely deployed presentation server for centrally managing heterogeneous applications and delivering their functionality as a service to workers, wherever they may be. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

1.1. Languages Supported

English, French, Spanish, German

1.2. Administration Guides

Each version of Presentation Server for Windows ® has its own administrator's guide. These can be found in the product documentation section of the Citrix web site ­ http://support.citrix.com/docs/ Most common versions · CTX106319 ­ Citrix Presentation Server 4.0 Administrator's Guide · CTX103723 ­ MetaFrame Presentation Server 3.0 Administrator's Guide · CTX16879 ­ MetaFrame XP Presentation Server with Feature Release 3 Administrator's Guide

1.3. Supported Versions

There are currently three releases of Presentation Server supported by Citrix: MetaFrame XP ® Presentation Server, MetaFrame ® Presentation Server 3.0, and Citrix Presentation Server 4.0. The troubleshooting information below applies to all three of these releases, unless otherwise specified. On February 2, 2004 Citrix announced the End of Life (EOL) schedule for the MetaFrame 1.8 product line. As of January 1, 2006 there will be no further support of any level available for the MetaFrame 1.8 product line. For further information regarding Citrix product lifecycle support, see the Citrix website at http://www.citrix.com/site/SS/supportThird.asp?slID=5107&tlID=5110 Troubleshooting guides for MetaFrame 1.8 can be found in the following locations: · CTX107559 ­ Troubleshooting MetaFrame 1.8 for Windows · CTX107558 ­ Troubleshooting MetaFrame 1.8 Licensing

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1.4. Troubleshooting Questions to Ask

Gathering General Information · What are the details of your environment: size of server farm, version(s) of Presentation Server, operating system(s) of server(s), Service Packs, WAN/LAN architecture? This information can be obtained automatically by using one of the following methods: · Run the diagnostic tool from the Access Suite console (you can collect server farm information, Presentation Server computer information and event logs). See CTX104578 for more information. · Run the CTXDataXP utility available from Citrix Technical Support to collect environment information (MetaFrame XP only). See CTX106682 for more information. · For assistance in manually determining the version of Presentation Server that is running, please see the article CTX107570 · Which types of clients are in use? (If this is a client issue refer to the ICA clients section.) · What is the exact issue that you are having? (What is happening or what should happen?) · What are the exact steps to reproduce the issue? · When did it start? What triggered the issue? · Who is affected by the issue (administrators and/or users)? · Does the issue affect all servers or only some? · Do you get an error (send screenshot) or an event in the event log? · Can the issue be reproduced at the server console in a loop-back session? (Make a test ICA connection from the server back to the same server desktop.) · Can the issue be reproduced when using RDP? · What troubleshooting steps have you taken to resolve this issue? · Have you tested with seamless and non-seamless connections? Troubleshooting Installation · Where in the install did the failure occur? Send a screenshot of the last panel seen before the failure occurs. · Are there any errors recorded in the event viewer? If so, please obtain and send. · Does the problem occur with a local database (Access or MSDE or with Oracle/SQL)? If it is a third-party database, is it on a dedicated database server? · Is the installation performed from a CD or a network share? Does it work if the CD is copied to the server? · Are you trying to install onto a domain controller or server with different OS language? This is not supported. CTX106529 · Which account was used during the install?

NOTE: There are two different user accounts involved: the first is the user you are logged in as while you are performing the install. The second is the user account you specify while connecting to the SQL database or Oracle database during install.

· · · · ·

Send the install log generated using "msiexec.exe mps.msi /L*v install.log." During the installation, are you joining a farm or creating a new farm? Is the server built from an image (Ghost/Altiris, etc.)? Is the install a standard install or an unattended install? Check the build number in the Readme on the Presentation Server CD.

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Troubleshooting IMA Service and Data Store · What is the data store type, and is it on a dedicated server? CTX105257 · Is a change farm possible to confirm that the data store is not corrupt? (Refer to chfarm section of Administrator's Guide ­ p 357) · Use Qfarm to identify which server is the data collector. · Does changing the data collector help? Farm Properties Zone ­ Set Election Preference. · Does the IMA service start? If not, what is the error message? Check event viewer ­ send errors to Citrix Technical Support. · What is the current loading plug-in? Check in: HKLM\SOFTWARE\Citrix\IMA\Runtime\CurrentlyLoadingPlugin · Check the article on troubleshooting IMA service for possible causes: CTX105292 · For MetaFrame Presentation Server 3.0 and Citrix Presentation Server 4.0, enable tracing via the CDF and send the log file from the server during an attempted IMA service restart to Citrix Technical Support: CTX104578 · For MetaFrame XP Presentation Server, enable IMA subsystem tracing, and send log to Citrix Technical Support. See CTX539756 to determine which modules to trace. · Verify in the Administrator's Guide that the MDAC (Microsoft Data Access Components) is a supported version. See CTX809548 ­ How to Determine the MDAC Version. Troubleshooting Load Manager · Ensure that you have Advanced or Enterprise Edition of Presentation Server. Highlight server to set edition. · Run qfarm/app and send Citrix Technical Support the result (included in CTXDataXP). · Are there many disconnected sessions? (Disconnected sessions do not use load balancing.) See CTX439031. · Are you using custom connections to connect directly to a specific server? These do not use the load balancing system. · Is Load Manager showing correct information in the Presentation Server Console? (CTX103441) If incorrect, take a screenshot and send to Citrix Technical Support. · Does the issue persist when default load evaluators are used? Troubleshooting Connectivity Issues · Check article CTX106250 for troubleshooting ICA session initialization steps. · Is the same behavior seen with a local account from the server? With an admin account? With a brand-new user account? · Can you ping the server and telnet to the ICA port (1494 by default)? · Are there any routers, firewalls or proxy servers used between the client and the server? · Can you connect using RDP? · Do you use TCP/IP+HTTP or only TCP/IP? (Check PN > Application Set Settings > Network Protocol.) · Can you make a direct ICA connection to the server? Using its NetBIOS name? IP address? Using Program Neighborhood, Web Interface or published applications? · Does a loop-back connection (ICA connection from the server console back to the same server) work? · Can you delete and create a new ICA listener from the Citrix connection configuration tool? · Can you capture a network trace of a successful and unsuccessful connection?

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· Can you connect if session reliability is disabled? (MetaFrame Presentation Server 3.0 and Citrix Presentation Server 4.0 only). You can disable on the server via Management Console | Farm properties | Session reliability tab or ICA client application set settings | Default options. · Use netstat to check that server is listening on connection ports: · 1494 (by default) for ICA · 2598 (by default) for session reliability Troubleshooting Printing Issues General · What kind of printer is it: client autocreated/client network printer/CMC assigned network printer? · What are the make and model and driver of the printer? · Is the driver installed on Presentation Server? (Check in Print Server Properties | Drivers tab or CMC.) · Is driver mapping or compatibility list used? (Check in CMC | Printer Management | Drivers tab | Compatibility.) · Is the printer issue only with a specific application? Test that application with RDP. · Are printers created synchronously or after the application is displayed? Check application properties | client options. · CTX458114 ­ Steps for Connecting Local Printers to Thin Client Devices · CTX774641 ­ Printer Driver Replication Failed for Certain Printers and Printer Drivers · CTX104553 ­ A4 Paper Size Setting and Citrix Printing · CTX051476 ­ Troubleshooting the Deletion of AutoCreated Printers MetaFrame XP or MetaFrame Presention Server 3.0 · Does the printer autocreate if Universal Print Driver (UPD) is used? (CMC | Printer Management | Properties | Universal Driver) · For autocreation issues, refer to CTX681954 ­ Troubleshooting Citrix ICA Printer Autocreation · For printer settings issues refer to CTX959786 ­ User Defined Printer Properties · Check the CMC | Policies node for any Citrix policies that control printing. Check the policy filter. Check if there are any policies with higher priorities. · CTX881017 ­ Troubleshooting MetaFrame XP Imported Network Print Servers Citrix Presentation Server 4.0 · Printing architecture is changed in CPS 4.0: extra troubleshooting steps are required. · Autocreation of printers is now manually controlled and to be configured through a policy in the Management Console; it is no longer automatic. · Check the policy filter. Check if there are any policies with higher priorities with similar settings. · Test reverting to pre-CPS 4.0 printer functionality by enabling the "Legacy Client Printers" rule in the policy. · While a user is logged in, check that the policy is actually enforced on the session of the Server registry key HKLM | Software | Citrix | Sessionid · CTX107137 ­ Troubleshooting Printing Problems in Presentation Server 4.0 · Test ICA client 9.0 or later to take advantage of CPS 4.0 printing changes · CTX106698 ­ Unable to Print from Presentation Server 4.0 when Connecting via ICA 9.0 Client · CTX106623 ­ Failure to Create Printer Monitors or Drivers When an Application is Installed into an Isolation Environment · CTX106629 ­ Client Printers Fail to Autocreate in Presentation Server 4.0

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Questions for Application Install & Integration Issues · · · · · · · · · · · · · · Is this application a multi-user application Ref TechNet? (Check with vendor.) Consider using AIE. Is AIE involved? Refer to Troubleshooting Application Isolation Environments below. What are the name and version number of the application? If the application is custom-written, what language was it written in? Is it a 16bit, 32bit or 64bit application? Any other application details? Does the application run properly when you are logged in at the server console? Do you have the same issue when you make an ICA connection to a desktop? Do you experience the same problem using a seamless connection? A fixed-size window? Different color depths? Is it working with an RDP client? Was the application installed using Add/Remove Programs (change user/install mode)? CTX101709 ­ How to Troubleshoot Application Integration Issues Can you install the application on a server without Terminal Services? For CPS 4.0, check if the application requires unique client-IP addresses or loop-back addresses (127.0.0.1) to function properly. See the Virtual IP section below. For CPS 4.0, check if Memory Optimisation enabled at the farm or server level. Does the application work properly if the feature is disabled or the offending processes are excluded? For CPS 4.0, check if CPU Utilization Management is enabled at the farm or server level. Does disabling this feature affect the application?

Troubleshooting Performance Issues/Server Lock-ups · · · · · · · · · · · What kind of server is it (IBM, Compaq, Dell, etc.) and how much CPU and RAM? Does the event viewer show any entries just before the slow-down or trap occurs? Under what conditions is the server lock-up seen? Does the slow-down also occur when connected using RDP? Is the server blue-screening? What is the STOP code? See Troubleshooting Blue Screens ­ Q216206. Is a memory dump created? If not, can you create one? If the server freezes completely, can you generate a full dump (Q244139)? Can you see which process and thread (TID) is hogging CPU using Qslice (from Windows Resource Kit)? CTX106110 ­ How to Get a Spiking Thread ID Using Process Explorer When QSlice Utility Does Not Work Can you get a user dump of the process that is using high CPU? See Q278689 ­ How to Manually Create a User.dmp File with Dr.Watson. Could you FTP the dump to Citrix site? Contact Citrix Technical Support for FTP instructions. · If a process crashes a Dr Watson dump is generated, see Q308538, Q246084, then FTP to Citrix site ­ contact Citrix Technical Support for FTP instructions. · CTX105888 ­ Dr. Watson doesn't work as the default debugger · If your server crash is caused by Citrix, send/FTP the memory.dmp or user.dmp. FTP details are available from Citrix Technical Support.

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Troubleshooting Virtual IP Issues (Presentation Server 4.0 only) · To correctly configure the virtual IP feature, you may need to work with your application vendor to determine the specific requirements of the application. · To determine whether the application requires a virtual IP address or virtual loop-back address, consult the Administrators Guide (p 240). · Ensure that the IP address range provided to the Presentation Server(s) is unique and is on the same subnet as the Presentation Server(s). · Ensure that the virtual IP address range is correctly assigned to appropriate servers via the farm and/or server properties. · Check that the correct processes are configured for virtual IP and/or virtual loop-back within the virtual IP process section of the farm properties. · Check that the correct IP address is being assigned to the process by using TCPView from SysInternals · If there is a red `X' beside the server name when configuring farm properties, ensure that virtual IP is enabled at the server level ­ CTX106063 Troubleshooting Application Isolation Environment Issues (Presentation Server 4.0 only) · · · · · · · · · · · · · · · · CTX106868 ­ Application Isolation Environments Explained CTX106100 ­ Application Isolation Environment Supported Applications Refer to Advanced Concepts Guide Troubleshooting Application Compatibility Issues section Ensure that AIE is enabled in the Management Console Farm Properties | Isolation Settings Is the application installed into an AIE using AIESETUP or associated with an AIE? Check Management Console AIE Properties Does the application install correctly using the AIESETUP command? What is the error message? Are there any sessions at install time? Reboot the server and retry. Is it possible to create a new AIE in the Management Console and try again? Verify that the folders and registry keys were created after application install. Check AIE properties for exact locations. Does the application launch successfully using the AIERUN command on the server console? Is it possible to publish the application? Can the application be correctly seen in the Management Console AIE Properties after installation? Why exactly did the application need to be isolated? Can you provide a copy of the software to Citrix Technical Support for testing? You should involve the software developer, who may advise you to add rules to the AIE properties. CTX106595 ­ Unable to Start Different Versions of Acrobat Reader in an Isolation Environment from a Single User Session

Migrating and Upgrading Presentation Server from Previous Versions Citrix recommends using the latest release of Presentation Server, and having all servers on the same product version and service pack. For further information regarding Citrix product lifecycle support, see the Citrix website: http://www.citrix.com/site/SS/supportThird.asp?slID=5107&tlID=5110 When migrating your server, you should consult the guide corresponding to the version you wish to migrate to. · · · · CTX106832 CTX104486 CTX104207 CTX18618 ­ Migrating to Citrix Presentation Server 4.0 ­ Migrating to MetaFrame Presentation Server 3.0 ­ Upgrading to MetaFrame Presentation Server 3.0 ­ Migrating to MetaFrame XP Presentation Server

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1.5.

Related Knowledge Base Articles

· · · · · · · · · · · · · · · · · · · · · · · · · · ·

CTX107572 CTX101892 CTX564283 CTX159159 CTX424827 CTX881017 CTX051476 CTX089874 CTX104216 CTX086028 CTX103126 CTX238200 CTX107433 CTX101705 CTX104891 CTX106021 CTX106023 CTX956895 CTX107323 CTX106951 CTX102750 CTX106920 CTX107411 CTX106610 CTX228511 CTX106058 CTX106393

Troubleshooting Tools for Your Citrix Environment Application Troubleshooting in a MetaFrame Environment How to Troubleshoot 1003 and 1004 Terminal Server Licensing Errors Troubleshooting and Explaining Session Sharing Troubleshooting and Installing the Citrix Web Console Troubleshooting MetaFrame XP Imported Network Print Servers Troubleshooting the Deletion of AutoCreated Printers Troubleshooting and Explaining the Citrix Universal Print Driver, UPD Troubleshooting and Optimizing Digital Dictation Troubleshooting Client Clipboard Issues Troubleshooting Server to Client Content Redirection Troubleshooting Various Client Drive Mapping Issues The Logon Process Hangs At "Running logon scripts..." Troubleshooting Slow Logons Troubleshooting Slow Logoff FAQ: The CPU Utilization Management Feature Virtual Memory Optimization Feature Error: Could Not Write Application Data to the Citrix Server Farm. Unable to Delete Objects from the Citrix Management Console Session Stays in Active State After User Logs Off Seamless Applications Launch in a Fixed Window Error: You do not have access to logon to this Session... Troubleshooting TWAIN with Citrix Presentation Server 4.0 Error: An unknown error occurred while communicating with server <servername> Explaining Printer Properties for Network Printers Known issues with Windows 2003 Service Pack 1 How to Recreate the Ctx_SmaUser Account

1.6.

Other Relevant Information

· CTX107059 Advanced Concepts Guide for Citrix Presentation Server 4.0 · CTX104144 Advanced Concepts Guide for MetaFrame Presentation Server 3.0 · CTX102497 Advanced Concepts Guide for MetaFrame XP Presentation Server, Feature Release 3

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2.

Resource Manager

Presentation Server administrators can use Resource Manager to monitor, report and collect server resource metrics, as well as the execution of processes, for all Presentation Servers in the server farm. Enterprise edition of Presentation Server is required. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

2.1. Languages Supported

English, Spanish, French, German

2.2. Administration Guides

CTX5178 ­ Administrator's Guide ­ Resource Manager for MetaFrame XPe, FR3 CTX103746 ­ Administrator's Guide ­ Resource Manager for MPS 3.0 CTX106471 ­ Administrator's Guide ­ Resource Manager for CPS 4.0

2.3. Troubleshooting Questions to Ask

Installation · RM is installed by default with enterprise edition of MetaFrame XP Presentation Server. · Use add/remove programs to add or remove RM plug-ins for the Presentation Server console. General · CTX104629 ­ Troubleshooting Resource Manager Issues · Contact Citrix Technical Support for the utility to reset Resource Manager metrics thresholds to the default values. RM Summary Database · What database type is being used? Please check that other databases are working correctly on that server. · Can you back up your summary database and send it to Citrix Technical Support? Please refer to your database documentation for information on how to make a backup.

2.4.

Related Knowledge Base Articles

· · · · · ·

CTX103807 CTX103248 CTX18438 CTX103121 CTX103021 CTX101581

Webcast Resource Manager Architecture and Troubleshooting Resource Manager Summary Database ­ Database connection error Using Crystal Reports Templates With Citrix Resource Manager Explaining the Resource Manager Node within the Citrix Management Console How to Query the Resource Manager Database for Clientname and IP Address An Unknown error occurred while trying to get the log for Resource Manager. Error code: C0160AE3

· ForceUpdate This tool available from Citrix forces a summary database update and will act

as if the "Update Now" button has been pressed.

15

3.

Installation Manager

Installation Manager is a feature of Presentation Server, Enterprise Edition that allows you to rapidly deploy applications and software components to your servers from a central location. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

3.1. Languages Supported

English, Spanish, French, German

3.2. Administration Guides

CTX106469 ­ IM Administrator's Guide for CPS 4.0 CTX103718 ­ IM Administrator's Guide for MPS 3.0 CTX15807 ­ IM Administrator's Guide for XP FR3

3.3. Troubleshooting Questions to Ask

General · CTX104859 ­ Troubleshooting Installation Manager Issues

3.4.

Related Knowledge Base Articles

· CTX104225 Error applying transforms. Verify that the specified transform paths are valid · CTX101787 Installation Manager concerns when executing CHFARM

3.5.

Other Relevant Information

· CTX106516 Citrix Installation Manager Application Compatibility Guide for CPS 4.0 provides

useful information about specific compatibility issues that occur if you package, install, or uninstall applications using Installation Manager.

· CTX105048 Citrix Installation Manager Application Compatibility Guide for MPS 3.0 · CTX101927 Citrix Installation Manager Application Compatibility Guide for MF XP FR3 · PackageUtil This tool to update Installation Manager package file shares is available from Citrix.

16

4.

Network Manager

Network Manager is the component, included with the Enterprise Edition of Presentation Server, that provides systems management capabilities through third-party SNMP management consoles. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

4.1. Languages Supported

English, Spanish, French, German

4.2. Administration Guides

CTX106453 ­ NM Administrator's Guide for CPS 4.0 CTX103745 ­ NM Administrator's Guide for MPS 3.0 CTX19193 ­ NM Administrator's Guide for XP FR3

4.3. Troubleshooting Questions to Ask

General · CTX701562 ­ Troubleshooting Tips for Network Manager

4.4.

Related Knowledge Base Articles

· CTX826119 Trap Dialogs Do Not Pop Up on the Network Manager Unicenter Plug-in

17

5.

Presentation Server Management Pack for MOM

The MetaFrame Presentation Server Management Pack for Microsoft Operations Manager (MOM) is for system administrators who want to monitor the health and availability of their MetaFrame Presentation Server Enterprise Edition servers and server farms. MOM is a management solution for Microsoft Windows server deployments. MOM collects, filters, analyzes, responds and reports on information about computers ­ all from a single view on a desktop console. System administrators can use MOM for performance monitoring, event management, alerting and reporting, and trend analysis. For more information about MOM, see Microsoft's Web site: http://www.microsoft.com/mom. http://www.microsoft.com/management/training/webcasts.mspx#MOM http://www.citrix.com/English/SS/downloads/details.asp?dID=8218&downloadID=8219&pID=198

5.1. Languages Supported

English

5.2. Administration Guide

CTX106454 ­ Management Pack Administrator's Guide (CPS 4.0)

5.3. Troubleshooting Questions to Ask

Installation · CTX18339 ­ Installation Guide ­ Citrix MetaFrame XP Management Pack for Microsoft Operations Manager 2000 (XP FR3) The management pack can be downloaded from the downloads area of www.citrix.comthe Citrix website: http://www.citrix.com/English/SS/downloads/details.asp?dID=8218&downloadID=8219&pID=198 General · CTX105241 ­ MetaFrame Management Pack Support for MOM · Check the eventvwr.msc for any errors. · Ensure that the Citrix WMI service is running in services.msc. Does restarting the service resolve the issue? · What is the error message received in the MOM console? · Is the error appearing on all servers?

5.4.

Related Knowledge Base Articles

· CTX107065 Configuring Disconnection Rate Rules in the Citrix Management Pack for MOM 2005 · CTX107064 Configuring Idle Session Rules in the Citrix Management Pack for MOM 2005 · CTX104881 DCOM 10100 ­ Citrix WMI Provider Cannot Register as a Service

18

6.

Citrix Access Essentials

Citrix Access Essentials TM is on-premises software specially designed, packaged, and priced for organizations with up to 75 Windows users. It provides secure, remote aplication access and enables simple centralized management of information resources. http://www.citrix.com/English/ps2/products/product.asp?contentID=21376

6.1. Languages Supported

English, French, Spanish, German

6.2. Administration Guide

CTX107071 ­ Citrix Access Essentials 1.0 Administrator's Guide

6.3. Troubleshooting Questions to Ask

Citrix Access Essentials is based on Citrix Presentation Server 4.0, Web Interface 4.0 and Secure Gateway 3.0. For this reason many of the same troubleshooting steps and Knowledge Base articles apply, and the earlier sections in the Brief Troubleshooting Guide should be consulted. The major differences between Presentation Server 4.0 and Access Essentials are briefly summarised as: · · · · · · · · Access Essentials is limited to 75 named users. Access Essentials is limited to a single server deployment. Only connections via Web Interface are supported for Access Essentials. Smooth Roaming and the associated technologies (session reliability and workspace control) are not licensed in Access Essentials. The TWAIN redirection feature of Presentation Server 4.0 is not supported in Citrix Access Essentials 1.0. Servers containing multiple network interface cards are not supported. Load Manager and Resource Manager are visible in Add/Remove Programs, but are limited by license, so are not operational or supported. Although Novell Directory Services is configurable in the user interface, integration with NDS is not supported.

6.4.

Related Knowledge Base Articles

· CTX107097 Citrix Access Essentials ­ Unsupported Features · CTX107170 Error: Installation of Citrix Access Essentials has failed

19

7.

Web Interface

Web Interface for Citrix ® Presentation Server is an application deployment system that provides users with access to Presentation Server applications through a standard Web browser. Web Interface employs Java and .NET technology executed on a Web server to dynamically create an HTML depiction of server farms for your users. Each user is presented with all the applications published in the server farms for that user. With Web Interface, you have centralized application management capabilities and complete control over the application deployment process. You can create standalone Web sites for application access or Web sites that can be integrated into your corporate portal. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

7.1. Languages Supported

English, Spanish, French, German, Japanese

7.2. Administration Guide

CTX106472 ­ Web Interface Administration Guide

7.3. Troubleshooting Questions to Ask

General Questions · What is the error message? (Send a screenshot.) · What is the version of the Web server (IIS5, IIS6, Apache, ...)? · Is the error message coming from the Web server or Web Interface? (Message from WI will be displayed in the page but you will still see a Citrix logo.) Installation · Do you have any COM error messages in the event viewer? (Send the event viewer files.) · Has IWAM account been modified/disabled? · See Q297989 for more details · Could you synchronise the IWAM account? · Configured Identity Is Incorrect for IWAM Account ­ Q297989 · Description of Adsutil and MetaEdit Utilities Used to Modify the Metabase ­ Q240225 Website Creation · Did you create a web site using the Access Suite Console after installing Web Interface? (WI 4.0 does not create a default web site during installation.) · Are you trying to create a web site using central or local configuration? · If using central configuration, is the server hosting the Access Suite Console on the same domain as Citrix Presentation Server 4.0? · Is the Web Interface server part of a different domain (as the Presentation Server) or a workgroup? · If using central configuration, are you pointing to Presentation Server 4.0? (Only this version is supported for central configuration.) · If using central configuration, is the problem the same if you try to create a web site with local configuration?

20

Authentication · What is the type of authentication in use (smart card, single sign-on, Explicit, NDS,...)? Select Configure Authentication Methods

· If using Windows Explicit, what is the configuration? Select Specify Authentication Type Settings

21

· Has strong authentication being enabled?

· · · ·

Do you have the same problem if you disable the strong authentication? Could you logon locally on the server running the XML service? Do the users go through a proxy server? If using several farms on different domains, does a trust relation ship exist between the domains?

Enumerating Applications · Did you re-create the LHC on the server(s) running the XML service? (CTX759510) · Could you use Tube to capture the XML traffic and send us the capture file? (See troubleshooting tools below.) Launching Applications · · · · · Does it happen with all the ICA clients? What is the version of the ICA client(s)? Has the template.ica file been modified? Could you send the template.ica? Have the DMZ settings been changed? (Send a screen shot.) · In the Access Suite console, select the Manage Secure Client Access Edit DMZ settings section

22

· If the DMZ settings have been changed, what are the address translation settings? · In the Access Suite Console, select the Manage Secure Client Access Edit Address translation section

· Is Secure Gateway enabled? (Send a screen shot.) · In the Access Suite Console, select the Manage Secure Client Access Edit Secure Gateway Settings section

23

· You can see the general configuration by selecting in the Access Suite Console Manage Secure Client Access Display Settings

· · · ·

Is same problem seen if you disable Secure Gateway? Can you download the ICA file? (Right-click on the application icon and launch it by double-clicking on it.) Can you send the ICA file? Does it happen for all the users (internal, external)?

Troubleshooting Tools Secure Ticket Authority Test Tool (STATest) ­ Contact Citrix Technical Support Capturing XML traffic (TUBE) ­ Contact Citrix Technical Support

24

7.4.

Related Knowledge Base Articles

· CTX107181 Error: An error has occurred while connecting to the requested resource · CTX107061 Error: The supplied credentials were invalid...

when using password with a leading or trailing character that is a SPACE

· CTX102226 Error: The credentials supplied were invalid. Please try again... with RSA integration · CTX107146 Error: You do not have access to logon to this session...

When launching sessions from Web Interface

· CTX106617 Citrix ISAPI Extensions Return HTTP Error 404 (ConfProxy, STA, XML) · CTX107270 Web Interface 4.0 does not display a link to download the ICA Client when

using the Safari Browser

· CTX107235 ICA Client for Macintosh OS X is not displayed on Web Interface 4 · CTX106697 Download client from the Citrix client download site link redirects the users

to the Citrix Systems download site...

· CTX106803 Password Expiry Detection Failure in Web Interface 4.0 · CTX103163 Error: Your session with the web server expired. You have been logged out · CTX106681 Error in WebInterfaceSetupDotNet.exe When Installing Web Interface 4.0

7.5.

Other Relevant Information

· · · · · ·

CTX106114 CTX107053 CTX106665 CTX107050 CTX106974 CTX105728

Web Interface 4.0 Command-line Installation and Site Management Smart Access for Web Interface Guide Customizing the Web Interface for Presentation Server 4.0 Enabling Citrix Access Management Console Traffic Across Firewall Policies Web Interface 4.0 Troubleshooter's Guide MetaFrame Presentation Server 4.0 Installation Checklist

25

8.

Citrix Access Gateway

Citrix Access Gateway TM is a universal SSL VPN appliance that provides a secure, always-on, single point-of-access to any information resource. It has all of the advantages of IPSec and typical SSL VPNs ­ without the costly and cumbersome implementation and management ­ making access easy for users, secure for the company and low-cost for IT administrators. It works in both non-Citrix and Citrix environments, and provides the best integration with Citrix Presentation Server. http://www.citrix.com/English/ps2/products/product.asp?contentID=15005&ntref=PROHOME_ProductsBar

8.1. Languages Supported

English, French, Spanish, German

8.2. Administration Guides

CTX106783 ­ Citrix Access Gateway Administration Guide CTX106776 ­ Access Gateway Enterprise Administration Guide

8.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? · Send screenshot of error message · Hardware issue? · If you are having an issue during the install and hardware may be the issue, consult the hardware error information article ­ CTX106921 · Have you upgraded to the latest release? · See CTX106192 ­ Access Gateway Software Updates · Readme for Access Gateway 4.1.2 ­ CTX107403 Configuration · Are you integrating Web Interface with Access Gateway? · See CTX106978 ­ How to Integrate Access Gateway with Web Interface · What is the exact error message you are receiving? · Send screenshot error message · Configuring network information · General Networking ­ See P46 of the Access Gateway Administrator's Guide · Name Service Providers ­ See P49 of the Access Gateway Administrator's Guide · Dynamic and Static Routes - See P50 of the Access Gateway Administrator's Guide · How to enable Split Tunnelling ­ See P55 of the Access Gateway Administrator's Guide

26

· Configuring Authentication and Authorization · See P57 of the Access Gateway Administrator's Guide · Configuring local users and groups · See P80 of the Access Gateway Administrator's Guide · Configuring Web Interface to support Access Gateway · See P104 of the Access Gateway Administrator's Guide User Errors · Is the user connecting from a private or public computer? · Private computer ­ See P122 of the Access Gateway Administrator's Guide for more information · Public computer ­ See P125 of the Access Gateway Administrator's Guide for more information · User receives Disconnected message when using kiosk mode client · See CTX106694 for resolution · What is the error message that the user receives? · Send screenshot or event log error message Web Interface Integration · Did you install and configure Web Interface? · See P43 of the Web Interface Admin Guide

8.4.

Related Knowledge Base Articles

· · · · ·

CTX106921 CTX105961 CTX107403 CTX106694 CTX107203

Citrix Access Gateway Hardware Error Information Access Gateway Quick Start Readme for Access Gateway 4.1.2 Users Receive Disconnected Message ... When Using the Kiosk Mode Client The Access Gateway Client Installs But Fails To Initialize ­ User Enters Into Unprivileged Mode

· CTX107495 Configuring Radius Authentication on Windows 2003 for Use with

Citrix Access Gateway

· CTX107110 Duplicate Gateways Appear in Access Gateway Administration Tool · CTX107079 Cache Timeout Settings in Access Gateway

27

9.

Secure Gateway

Secure Gateway for Citrix ® Presentation Server is a Presentation Server infrastructure component you can use to secure access to resources and applications hosted on servers running one or more Presentation Server products. The Secure Gateway transparently encrypts and authenticates all user connections to protect against data tampering and theft. http://www.citrix.com/English/ps2/products/product.asp?contentID=186

9.1. Languages Supported

English only

9.2. Administration Guides

· CTX103759 ­ Secure Gateway for Windows Administration Guide · CTX106472 ­ Web Interface Administration Guide · CTX106776 ­ Access Gateway Enterprise Administration Guide

9.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? · Send screenshot of error message. · Did you install the server certificate on Secure Gateway? · See Obtaining and Installing Server Certificates on P163 of the Admin Guide. Secure Gateway for Windows Administration Guide. · Certificate Requirements in a Single-hop DMZ deployment ­ See P45 of the Admin Guide. · Certificate Requirements in a Double-hop DMZ deployment ­ See P47 of the Admin Guide. · Are you installing Secure Gateway in a single or double-hop DMZ? · Single-hop DMZ deployment ­ See P49 of the Admin Guide. · Double-hop DMZ deployment ­ See P49 of the Admin Guide. · Are you upgrading from a previous version of Secure Gateway? · See P52, P107 of the Admin Guide. Configuration · Are you integrating Secure Gateway with MSAM (Access Gateway Enterprise), Presentation Server or both? · Deploying Secure Gateway for Access to MSAM ­ See P55 of the Admin Guide. · Deploying Secure Gateway for Access to Presentation Servers ­ See P87 of the Admin Guide. · What is the exact error message you are receiving? · Send screenshot or event log error message. · Run the Diagnostic tool and send the output ­ See P117 of the Admin Guide.

28

· Re-run the configuration to make sure you entered the correct details. Deploying Secure Gateway for Access to MSAM ­ Info from Admin Guide · Single-Hop DMZ deployment ­ Secure Gateway Service ­ See P58 of the Admin Guide. · Double-Hop DMZ deployment ­ Secure Gateway Proxy ­ See P80 of the Admin Guide. · Double-Hop DMZ deployment ­ Secure Gateway Service ­ See P82 of the Admin Guide. Deploying Secure Gateway for Access to Presentation Servers ­ Info from Admin Guide · Single-Hop DMZ deployment ­ Secure Gateway Service ­ See P91 of the Admin Guide. · Double-Hop DMZ deployment ­ Secure Gateway Proxy ­ See P98 of the Admin Guide. · Check the certificate to make sure it is valid. · Open the MMC console on the Secure Gateway server and load the certificate snap-in for the local computer. Open the Web Server certificate.

· Verify that the Issued to address (circled above) matches the Fully Qualified Domain Name (FQDN) of the Secure Gateway server. · Verify the Valid from and to dates are correct and not expired. · Verify that your certificate has You have a private key that corresponds to this certificate . The server certificate must be paired with its private key in order to support SSL connections. · Without this private key, the SG service fails to start, reporting "Unable to acquire certificate credentials".

29

User Errors · Does the user have a valid root certificate installed? · To indicate your trust in a given CA, you must install their root certificate. Once a root certificate is installed on your workstation, your Web browser or ICA client will automatically trust any server possessing a certificate signed by that CA. · To view your installed root certificates, select the Tools > Internet Options menu in Internet Explorer, view the Content tab, and click the Certificates button. This opens a Certificates dialog. View the Trusted Root Certification Authorities tab to see what CA certificates have been installed. · Double-click on the root certificate that trusts the server certificate on your Secure Gateway server.

· On the Certification Path, you will find the root to your Certification Authority and the Certificate status should read "This certificate is OK". · Can the user resolve the FQDN of the Secure Gateway server? · Users will receive the following error message when trying to launch applications through Secure Gateway: "Cannot connect to the Citrix server: The Citrix SSL relay name could not be resolved (SSL error 40)." · The fully qualified domain name (FQDN) of the Secure Gateway server is not recognized by the client. · Create a DNS record that resolves the FQDN of the Secure Gateway server or create an entry in the host file on the client devices. · What is the error message that the user receives? · Send screenshot or event log error message.

30

Web Interface Integration · Did you install and configure Web Interface? · See P43 of the Web Interface Administrator's Guide. Access Gateway Enterprise Integration · Did you install and configure Access Gateway Enterprise? · See P49 of the Access Gateway Enterprise Administrator's Guide. Troubleshooting Tools · MSAM Authentication Service Test Tool (ASTest) ­ contact Citrix Technical Support in Dublin for access to this tool. · Secure Ticket Authority Test Tool (STATest) ­ contact Citrix Technical Support in Dublin for access to this tool.

9.4.

Related Knowledge Base Articles

· · · ·

CTX106975 CTX103696 CTX103569 CTX102765

Secure Gateway 3.0 for Presentation Server Troubleshooter's Guide SSL error 4 when using ISA and Secure Gateway The Citrix SSL relay name could not be resolved (SSL error 40) Using a Private Certificate Authority with Secure Access Manager/Secure Gateway and a Secure Gateway proxy client requires a root certificate on the client device from that Private Certificate Authority

· · · · ·

CTX104717 CTX101993 CTX435418 CTX711855 CTX102579

How to Enable Extended Activity Logging at the Logon Agent Configuring Address Translation with Secure Gateway Troubleshooting Disconnected Sessions in Secure Gateway Common SSL Error Messages and their Causes The SSL certificate could not be checked for revocation

9.5.

Other Relevant Information

· CTX106311 Secure Gateway Pre-installation Checklist

31

10. ICA® Clients

Citrix Presentation Server clients are the components that users run on their computers to access resources published on servers running Citrix Presentation Server. The clients combine ease of deployment and use, and offer quick, secure access to applications, content and entire server desktops. The ICA clients will allow the establishment of an ICA session between the user's computer and the Presentation Server. http://www.Citrix.com/site/SS/downloads/downloads.asp?dID=2755

10.1. Languages Supported

Depends on the client version and client type but in general, English, French, Spanish, German

10.2. Administration Guides

Each ICA ® client has its own Administrator's Guide. These can be found in the downloads section of the Citrix web-site at http://www.Citrix.com/site/SS/downloads/downloads.asp?dID=2755 Guides for most common clients · CTX106223 ­ Client for 32-bit Windows Administrator's Guide ­ Version 9.0 · CTX106470 ­ Client for Java Administrator's Guide- Version 9.x

10.3. Troubleshooting Questions to Ask

For Every Problem · Which version of the client are you using? · Is it the same problem with the latest version (if not already in use)? · Did it work at least once? Installation · What is the error message? (Send a screen shot.) · How are you trying to install the client (client database, MSI, silent installation, ...)? · If you are using the Citrix Access Client package to deploy multiple Citrix clients, refer to CTX107569 · Is the same problem seen when a user with administrator's rights is tested? Connectivity · · · · · Do you see the login box or the background screen of the server, or does the connection fail before this? Any errors on the event viewer of the server? (Send the event viewer files.) Is it happening for all applications? All servers? All users? Is it the same issue for non-seamless connections? And for seamless connections? Are you connecting through Web Interface, MSAM or Advanced Access Control? If so, could you try connecting directly to the farm using a custom ICA connection? · Please refer to the admin guide of the ICA client in use to know how to create an ICA connection. · Is it the same problem if you disable the mappings (drives, printers, ...)? · You can disable mappings within the Citrix Connection Configuration Client Settings section

32

· · · · ·

If connecting with the Web client, what is the browser version? If connecting with the Java TM client, what is the Java Virtual Machine (JVM) version? Do you have the same problem when connecting with the RDP client? Are there any proxies/firewalls between the client and the server? Is the browser configured to allow ActiveX script?

10.4.

Related Knowledge Base Articles

Win32 Client

· CTX859359 How the Win32 ICA Client determines the value for Clientname · CTX105353 Universal Print Driver output is faded and illegible · CTX102919 Wfica32.exe program error may occur when printing from the ICA Version

7.100 Client using Universal Print Driver PCL:4

· CTX105793 Error: Cannot connect to the Citrix server. Protocol Driver Error and/or Transport Driver · CTX106656 Windows shortcut keys are not passed to an ICA session on Microsoft Windows 95,

Windows 98, or Windows ME

· CTX105567 Error: Unable to enumerate your disconnected or active session, the remote server

might be down, or the reconnect.asp cannot be found

· CTX105226 Cannot open the Citrix ICA Client. [Error 1000: (no error text available)] · CTX105006 Single Sign-On fails after upgrading to Program Neighborhood Agent 8.0 · CTX105958 Error: A previous version of one of the Citrix ICA Client utilities is already running.

Please close the Citrix ICA Client, Remote Application Manager, and Connection Center before launching an application

· CTX443787 Troubleshooting ICA Client Audio Issues · CTX103913 Launched ICA files create new temporary ICA files in the same directory as the

original ICA file

· CTX336368 What are the .SRC Files in the ICA client directory and on the install disks?

Web Client

· · · · · · · · · · · ·

CTX075552 CTX104546 CTX104386 CTX568194 CTX101666 CTX101620 CTX101845 CTX103079 CTX106728 CTX105291 CTX106749 CTX105617

Troubleshooting ICA 32-bit and Web Client Connectivity Issues Updating ICA Web Clients for deployment through Web Interface to determine the Client IP Address of a Web Interface/NFuse Connection ICA Client File Security: WEB Client drive access and the Webica.ini File explained Prompting the acceptance of a Digital Certificate when downloading the Java Client Changing keyboard layout and type in Java Client TS CAL Issue with the ICA Client for Java Configuring the Java Client to Work with private certificates with MetaFrame Secure Access Manager Client for Java 9.0 hangs while connecting Java Client sessions disconnect when there is no mouse activity How to use private certificates with the Client for Java 9.0 Error: Root certificate not found

Java Client

UNIX and Macintosh ® Clients

· CTX104179 UNIX and Macintosh clients automatically launch Java clients even if a

Citrix client exists

10.5.

Other Relevant Information

· CTX106223 Client for 32-bit Windows Administrator's Guide ­ Version 9.0 · CTX103289 The evolution of the ICA Win32 clients · CTX107102 Program Neighborhood Client for 32-Bit Windows Configuration Guide

(INI File Reference), Version 9

33

11. UNIX® Client

ICA clients for major UNIX platforms currently supported: Linux ®, Solaris TM (Sparc/Intel), IBM AIX, HP-UX, SunOS, Compaq Tru64, SGI, SCO http://www.citrix.com/site/SS/downloads/downloads.asp?dID=2755

11.1. Current Version

Variable depending on platforms.

11.2. Languages Supported

English, Spanish, French, German, Japanese

11.3. Administration Guide

· CTX101298 ­ Clients for UNIX Version 9.x Administrator's Guide

11.4. Troubleshooting Questions to Ask

Answers to these questions can provide useful background information, which can help to solve the issue. · What version of Unix client is running? · What OS version is the client running on? · Which kernel version? Type Uname ­ a output to see the version. · What is the desktop the customer is using? · Window manager? Any customization? · What kind of network connection? · Desktop fixed windows or seamless? Any difference? · Color depth? Screen resolution? Any difference? Type Xdpyinfo output to get information about display's settings. · Window properties, output of xprop ­ root command, xwininfo over ICA session window · Check the user display preferences using xset ­ q. Send output to Citrix Technical Support · Is the problem specific for a particular platform: Linux, Solaris, HP-UX, AIX, etc? · Does the Win32 client behave in a similar fashion? · Check configuration files for errors: · wfclient.ini, appsrv.ini in $HOME/.ICAClient · wfclient.ini, appsrv.ini and module.ini, in the $ICAROOT/config · If using Linux client v9.x, ensure that OpenMotif 2.2.x package is installed. · Does the client crash? If so, please send the core dump generated to Citrix Technical Support. If it crashes and there is not any dump on the machine, please use ulimit ­ c unlimited to activate dump generation.

34

· Does the client give back an X error? Please run the client (wfica) through xmon. Xmon can be downloaded from http://ftp.x.org/contrib/devel_tools/. · Connectivity issue? Any difference using different browsing, (http/https, TCP/IP)? Network traces will be required; you can use Ethereal, which is available to download from the Ethereal website. · Keyboard issue, does it work locally? Which is the layout in use? xmodmap ­pke, xmodmap ­pm. Output of whatkey.exe/spy++ will be needed from within the remote session. · Does the client hang? What is the CPU utilization (top tool or equivalent), output of system call traces (trace for Linux, truss for Solaris-AIX, tusc ­ HP/UX)? What's the memory utilization?

11.5.

Related Knowledge Base Articles

· · · · · · ·

CTX564283 CTX103329 CTX103583 CTX103576 CTX105010 CTX105000 CTX358392

How to Troubleshoot 1003 and 1004 Terminal Server Licensing Errors ICA Client for UNIX Printing Explained Integrating Smart Cards with Linux/UNIX Clients Troubleshooting UNIX / Linux Keyboard and Language issues in ICA sessions Clients for UNIX and Linux Overscrolling When Using Published Applications UpdateTime Setting on the Client for UNIX for Keystroke Latency Troubleshooting Steps for Auto Client Update Issues

11.6.

Other Relevant Information

Administrator's Guide ­ Most common problem areas. ReadMe file ­ available in the default installation directory and contains last minute information.

35

12. Citrix Access Suite Licensing

Citrix has simplified licensing for Citrix Access Suite products, such as Citrix Presentation Server 4.0 and Citrix Password Manager TM. Both the license activation and license management processes are different. http://www.Citrix.com/site/PS/products/product.asp?familyID=%2019&productID=12752

12.1. Languages Supported

English, Spanish, French, German

12.2. Administration Guides

· CTX106282 ­ Citrix Access Suite Licensing Guide · CTX106319 ­ Citrix Presentation Server 4.0 Administration Guide

12.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? · Send screenshot of error message. · Where did you install your Access Suite license server? · See P31 of the Access Suite Licensing Guide for more information. · Who are you logged in as when installing the license server? · It is recommended that you be logged on as a domain or local administrator when installing the license server. The user who installs the license server will automatically have full access to the License Management Console. Configuration · What is the exact error message you are receiving? · Send screenshot of error message. · Check license server event log. · Did you activate the license as per instructions in the Licensing Guide (See P89)? · Did you license your product correctly? · Managing Presentation Server licensing, See P95 of the Access Suite Licensing Guide · Managing Conference Manager licensing, See P98 of the Access Suite Licensing Guide · Managing Password Manager licensing, See P99 of the Access Suite Licensing Guide · Managing Access Gateway licensing, See P100 of the Access Suite Licensing Guide · Are you upgrading from MetaFrame XP Presentation Server? See CTX105182 for details. · Make sure you enter the correct case-sensitive hostname of the license server · See point 5 on .89 of the Access Suite Licensing Guide · Clients or servers consume multiple licenses from the Citrix license server · See Citrix Article CTX103626 for information.

36

License Server Clustering · Are all 4 license server resources installed and online? · See P18 of the Licensing Cluster Guide for details ­ CTX104878 · If you move the resources to another node, do you still see the issue? · If you see the same issue on another node, then the problem may lie on the resource itself. To troubleshoot this, try uninstalling and reinstalling the resource. · If the problem does not occur on another node, then the problem is on the active node; compare to a working node to troubleshoot. · Uninstall and reinstall the license server resource ctxlsclustres.dll · See P19 of the Licensing Cluster Guide for details ­ CTX104878 Troubleshooting Tools · CTX103919 ­ LMSTAT: Shows what licenses are in use · CTX103920 ­ Troubleshooting Connectivity Issues between a Computer Running Citrix Presentation Server and its License Server using NETSTAT · CTX103916 ­ LMDIAG: Diagnose License Check-out Issues

12.4.

Related Knowledge Base Articles

· · · ·

CTX106282 CTX103980 CTX103348 CTX104259

Citrix Access Suite Licensing Guide There are no licenses installed for the use of this Citrix Presentation Server Citrix Presentation Server Edition Level Changes Supporting Microsoft Clustering for the Citrix License Server shipping with Access Suite 3.0

· CTX104878 Supporting Microsoft Clustering for Citrix Access Suite License Server 1.0.0 · CTX107591 The Most Frequently Asked Licensing Questions

12.5.

Most Common Problems

Activating Licenses ­ make sure to enter the correct case-sensitive hostname of the license server.

· CTX103626 Clients or Servers Consume Multiple Licenses from the Citrix License Server · CTX103980 There are no licenses installed for the use of this MetaFrame Presentation Server · CTX107059 Advanced Concepts Guide for Citrix Presentation Server 4.0 · CTX106301 Getting Started with Citrix Presentation Server 4.0

12.6.

Other Relevant Information

37

13. MetaFrame XPTM Presentation Server Licensing

This section covers the Licensing for MetaFrame XP. This Licensing mode is different than the one in use for latest products. MetaFrame XPTM Presentation Server licensing · Uses `V5' licenses · V5 licenses are in the following format: · xxxxx-xxxxx-xxxxx-xxxxx-xxxxx (5x5x5x5x5) · E.g [email protected]*Q5 · As with V4 licenses, a machine code must be generated · Enter the license into the MetaFrame management console under the license node to generate a machine code. Two new quintets of alpha-numerics are added to the original license code. E.g. · E42NZ-35+++-43FH2-22CD[email protected]*Q5-xxxxx-xxxxx · Again, the license needs to be activated on www.mycitrix.com to receive its validated activation code. · Add the license (along with the new activation code) to the license node in the management console. License has been installed!

Regarding the first quintet · [email protected]*Q5: The 4 th character of the first quintet of the license MUST be either a Y or a N. Y tells us that the customer is subscribed to Subscription Advantage TM. N means that they are not in the Subscription Advantage scheme · If anything else is in the fourth position, the license is most likely illegal! · [email protected]*Q5: The E at the beginning of the above example means the language of the license is English. The others are German, Spanish, Japanese or French. · [email protected]*Q5 42 or 32: A 42 here means that the license was created by Citrix. A 32 means that the license is a retail one i.e. bought by a company from a reseller/other intermediate Regarding the second quintet · [email protected]*Q5: The second quintet indicates a server license. A `2522Q' in this position would denote a connection license · The 35 means that the license was manually activated · If it was a 55 instead, it would mean that the license was a self-activating license · The +++ means that the license allows for unlimited connections (not cheap!) · For a connection license e.g. `2522Q', the `Q' at the end denotes the license count itself Q = 20 connection licenses. The others are: · 7 = 5 connection licenses · D = 10 · K = 15 · Q = 20 · N = 50 · 6 = 100

38

· MetaFrame XP Presentation Server farms only need one server per farm to be licensed. · Server licenses are language-dependant ­ a German server license can only run on a German-language server. All the other servers in the farm can be in different languages, but at least one must be in German. · MetaFrame XP licenses are stored in the farm's datastore and can be entered there from any system using the management console. · Connection licenses are completely independent of language and are all pooled into the overall farm license pool. · MetaFrame XP consists of base licenses, i.e., the license of the server itself, and Feature Release licenses, i.e., for any FR installed. For example, if you upgrade from FR2 to FR3, you need specific FR3 licenses ­ the FR2 ones are no longer valid. Same goes for upgrading from MF-1.8 to any FR of MetaFrame XP or Presentation Server 3.0. · If you are upgrading from MetaFrame XP to Presentation Server, see CTX105182 for details. · The Most Frequently Asked Licensing Questions ­ CTX107591

39

14. Advanced Access Control

Advanced Access Control is a unique Citrix option that increases protection of the network and information resources. Advanced Access Control enables IT administrators to establish a fine degree of control over applications, files, Web content, e-mail attachments and printing. This option manages both what information resource can be accessed and what actions are permitted after access is granted, based on the user's role, location, type of device, configuration of device, and connection. Further, the access-control policy engine and enforcement decisions are implemented inside of the protected network, resulting in greater security than is provided by typical SSL VPNs. http://www.citrix.com/English/ps2/products/product.asp?contentID=15005&ntref=hp_nav_US

14.1. Languages Supported

English, Spanish, French, German

14.2. Administration Guides

· CTX106776 ­ Access Gateway Enterprise Administrator's Guide · CTX106780 ­ Access Gateway Enterprise Upgrade Guide

14.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? · Send screenshot of error message. · Are you doing a single or multiple server farm install? · Provide details of your setup. · Did you follow the instructions in the Readme and install the prerequisites? · See P31 of the Access Gateway Enterprise Administrator's Guide for a list of prerequisites. · What type of database did you choose? · See P29 of the Access Gateway Enterprise Administrator's Guide for details. · Client Requirements? · See P37 of the Access Gateway Enterprise Administrator's Guide for details. Configuration · Are you trying to create or join a farm? · See from P49 of the Access Gateway Enterprise Administrator's Guide. · What is the exact error message you are receiving? · Send screenshot of error message · Are you installing a new Logon Agent? · See P69 of the Access Gateway Enterprise Administrator's Guide for instructions. · Is the issue the same if you create a new logon point? · See P64 of the Access Gateway Enterprise Administrator's Guide for instructions.

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Web Resources & Policies · User Action Controls explained · See P72/73 of the Access Gateway Enterprise Administrator's Guide. · Creating Network Resources · What type of resource are you trying to create? · Did you select the correct resource type? · See P76 ­ P84 of the Access Gateway Enterprise Administrator's Guide for instructions. · Bypass the Web Proxy ­ See P78 of the Access Gateway Enterprise Administrator's Guide. · Enabling Pass-Through Authentication · See P80 of the AAC Admin Guide for further information. · Creating Resource Policies · Did you select the option to create a default policy with the resource? · Multiple policies can exist for one resource. If this is the case, then a policy that denies a policy-setting permission always wins over other policies that allow the permission. · Policy names must be unique; see Naming Policies section on P85 of the Access Gateway Enterprise Administrator's Guide. · Defining logon privileges through policies · See P89 of the Access Gateway Enterprise Administrator's Guide. · Did you apply a filter to the policy? Is the issue the same without the filter? · See P90 ­ P92 of the Access Gateway Enterprise Administrator's Guide. Access Center · What is the error message you are receiving when browsing to the Access Center? · Send screenshot of error message. · Did you create the Access Center correctly? · See from P98 of the Access Gateway Enterprise Administrator's Guide. · Adding published applications to access centers · See from P105 of the Access Gateway Enterprise Administrator's Guide. Endpoint Analysis · Enable audit logging to capture endpoint analysis error information. · See P169 of the Access Gateway Enterprise Administrator's Guide. · Then for each denial of access to a resource or failed endpoint analysis scan, a unique value is displayed in the user's browser. · Cross-reference this unique value in the event log for more information on the error. · Verify that the scan was created correctly. · See P112 of the Access Gateway Enterprise Administrator's Guide. · How to add rules to scans ­ See P115 of the Access Gateway Enterprise Administrator's Guide. · Using scan outputs in other scans ­ See P117 of the Access Gateway Enterprise Administrator's Guide. · Using scan outputs in Policies ­ See P119 of the Access Gateway Enterprise Administrator's Guide. · Using data sets in scans ­ See P120 of the Access Gateway Enterprise Administrator's Guide. · Problems deploying the endpoint analysis ActiveX client software? · See from P141 of the Access Gateway Enterprise Administrator's Guide.

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Deploying Client Software · Which client software are you trying to deploy? · Endpoint Analysis client, Gateway client, Advanced Gateway client, Live Edit client or Presentation Server client? · Did you check the requirements for each client? ­ See P35 of the Access Gateway Enterprise Administrator's Guide. · To configure on-demand client deployment ­ See P150 of the Access Gateway Enterprise Administrator's Guide. · How to disable the deployment of the Live Edit client ­ See P151 of the Access Gateway Enterprise Administrator's Guide. Managing Access Server Farms · Are you adding or removing servers from the farm? · See P162 of the Access Gateway Enterprise Administrator's Guide. · Do you want to restart the Advanced Access Control COM+ applications, when components such as logon points, web proxy or access centers function incorrectly: · See P161 of the Access Gateway Enterprise Administrator's Guide. · To change service account or database credentials: · See P163 of the Access Gateway Enterprise Administrator's Guide. · How to modify a server role: · See P164 of the Access Gateway Enterprise Administrator's Guide.

14.4.

Related Knowledge Base Articles

· CTX107447 Presentation Server and Client Versions Supported with Advanced Access Control 4.0 · CTX107448 Error: Access to all MetaFrame server farms and their published resources has been

disabled. Contact your systems administrator for assistance.

· CTX107396 Error: "Another version of this product is already installed." when installing the

Access Client package on a client machine

· CTX107231 Creating a Logon Point in Citrix Access Gateway with Advanced Access Control Option · CTX107240 Error: Failed to create the Sample Logon Point · CTX107229 Citrix Access Gateway with Advanced Access Control Option Uninstall Procedure

14.5.

Other Relevant Information

· CTX105707 Readme for Citrix Access Gateway Enterprise, Version 4.0 · CTX105712 Access Gateway Enterprise 4.0 Fixed Issues Readme

42

15. Citrix Diagnostic Facility (CDF)

The Common Diagnostics Facility (CDF) is a troubleshooting feature introduced with MetaFrame Presentation Server 3.0. It changes the way information is collected and tracing is performed within Citrix products. The benefits CDF provides are: · · · · · Very high performance, dynamically controllable, retail product tracing A single UI to collect all needed diagnostic information and send it to Citrix A single tool for all Citrix products High performance, dynamically controllable traces in retail and debug builds. No more debug privates Consistent across all Citrix products

CDF has been implemented in several Citrix products and will continue to be included in other products as standard for gathering debugging information. With CDF you can enable or disable tracing on a "live" environment as the tracing information is integrated in the retail version of the product. It allows Citrix Technical Support to trace issues in customer environments without having to send debug binaries.

15.1. Products Supported

· · · · · MetaFrame Presentation Server 3.0 Citrix Presentation Server 4.0 Conferencing Manager 3.0 Conferencing Manager 4.0 Advanced Access Control 4.0

15.2. How To Enable Tracing

In order to enable CDF tracing, you can follow the article referenced below · CTX107025 ­ How to Collect System Startup Traces with the CDF This method is commonly used by all the products that include CDF tracing information.

15.3. Tools

In order to read the trace taken from the CDF, you need to use a viewer. The viewer is called "CDF Viewer" and can be downloaded from this location (see article below) · CTX106233 ­ Common Diagnostics Facility Viewer (CDF Viewer) The viewer will allow you to read the .etl files created by the CDF. In order to "translate" these files, you will need to associate them with some symbols files. These symbols files are called TMF files. Some TMF files are located on our FTP site (ftp://ftp.citrix.com)

43

TMF files are updated frequently at this location. · TMF Files MPS 3.0 ­ FTP Link CPS 4.0 ­ FTP Link If you have any doubt on how to create/read a CDF trace, contact Citrix Technical Support or look at the articles mentioned on the following section.

15.4.

Related Knowledge Base Articles

· · · · ·

CTX104559 CTX104295 CTX104578 CTX104381 CTX107025

Diagnose Problems Link not Accessible in the Access Suite Console Unable to Locate Event Trace Log (.etl) Files on the Server Using Citrix diagnostic facility, CDF, and the Access Suite Console for Tracing Warning: The following servers failed to start a trace session. Make sure.... How to Collect System Startup Traces with the CDF

44

16. MetaFrame® Secure Access Manager

Citrix MetaFrame Secure Access Manager provides secure, single-point access over the Web to any enterprise resource, including client/server, legacy, and Web applications, Internet and intranet sites, streaming media, documents, network file services, and XML-based Web services. http://www.citrix.com/site/jumpPage.asp?pageID=20447

16.1. Languages Supported

English, Spanish, French, German

16.2. Administration Guides

· CTX101846 ­ MetaFrame Secure Access Manager Administration Guide · CTX103759 ­ Secure Gateway for Windows Administration Guide

16.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? · Send screenshot of error message. · Are you doing a single or multiple server farm install? · Provide details of your setup. · Are you providing fault tolerance for your MSAM environment? · See CTX103219 · Did you follow the instructions in the readme and install the prerequisites? · CTX101851 ­ MetaFrame Secure Access Manager Readme for Windows 2000 · CTX101852 ­ MetaFrame Secure Access Manager Readme for Windows 2003 · See P34 of the MetaFrame Secure Access Manager Administration Guide for a list of prerequisites. · What type of database did you choose? · See P54/55 of the MetaFrame Secure Access Manager Administration Guide for details. · Who are you logged in as when installing MSAM? · See P50 of the MetaFrame Secure Access Manager Administration Guide for details. Configuration · Are you integrating Secure Gateway with MSAM? · Deploying Secure Gateway for Access to MSAM ­ See P55 of the Secure Gateway for Windows Administration Guide. · What is the exact error message you are receiving? · Send screenshot of error message. · Are all MSAM services started? · See P103 of the MetaFrame Secure Access Manager Administration Guide for a list of services on the MSAM Server.

45

Authentication Error · Is the error message the same for internal and external users? · Run tests with internal users logging on directly to MSAM and remote users logging on via the logon agent, and see if both sets of users see the same problem. · What version of browser has the user installed? · See Web browser requirements on P36 of the MetaFrame Secure Access Manager Administration Guide. Launching Applications · What is the error message you are receiving? · Send screenshot of error message. · Is it the same error for internal and external users? · Run tests with internal users logging on directly to MSAM and remote users logging on via the logon agent, and see if both sets of users see the same problem. · For external users, make sure that they have followed the Presentation Server integration for MSAM. See P129 of the MetaFrame Secure Access Manager Administration Guide. · If using Secure Gateway ­ did you configure Secure Gateway options in the Access Center? · See P164 of the MetaFrame Secure Access Manager Administration Guide. Troubleshooting Tools · MSAM Authentication Service Test Tool (ASTest) ­ contact Citrix Technical Support for access to this tool. · Secure Ticket Authority Test Tool (STATest) ­ contact Citrix Technical Support for access to this tool.

16.4.

Related Knowledge Base Articles

· · · · · ·

CTX103717 CTX102767 CTX103372 CTX102619 CTX101869 CTX104183

Guidelines for Deploying MetaFrame Secure Access Manager Installing MetaFrame Secure Access Manager on Windows Server 2003 How to disable farm detection during logon in MSAM The Alert Broadcaster CDA fails to display Alert Messages Secure Access Manager Version 2.0 missing icons in the Program Neighborhood CDA Program Neighborhood CDA Icons Not Showing Up in Access Center for Windows 2003 Environment

· CTX320916 How to extract the resulting ICA file from the Program Neighborhood CDA

16.5.

Most Common Problems

· CTX103717 Guidelines for Deploying MetaFrame Secure Access Manager · CTX102767 Installing MetaFrame Secure Access Manager on Windows Server 2003

16.6.

Other Relevant Information

· CTX103717 Guidelines for Deploying MetaFrame Secure Access Manager ­

See Secure Gateway section for relevant Secure Gateway integration questions

46

17. Citrix Password Manager

Designed to work seamlessly with Citrix Presentation Server, Citrix MetaFrame Secure Access Manager, and Citrix MetaFrame Conferencing Manager, Citrix Password Manager TM provides password security and single sign-on access to Windows, Web, proprietary, and host-based applications running in Presentation Server environment as well as local applications on the desktop. Users authenticate once and Citrix Password Manager does the rest, automatically logging on to password-protected information systems, enforcing password policies, monitoring all password-related events, and even automating user tasks, including password changes. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=7181

17.1. Languages Supported

Console · English, French, Spanish, German Agent · English, French, Spanish, German

17.2. Administration Guide

· CTX106864 ­ Citrix Password Manager Administrator's Guide

17.3. Troubleshooting Questions to Ask

Preparation (Active Directory, shared folder) · Which type of synchronization are you trying to set up (Active Directory, shared folder)? · See P29 of the Citrix Password Manager Administrator's Guide (Choosing a Network Directory Service for Data Synchronization). · When you're trying to modify the AD schema, are you using a user account with schema admin rights? · Use Active Directory snap-in to see the groups the user belongs to. · What is the error message? (Send a screenshot.) · Can you replicate the schema between the domain controllers? · Use Active Directory Schema snap-in. · How To View and Transfer FSMO Roles in Windows Server 2003 ­ Q324801 · Did you create the shared folder with the tool delivered by Citrix or manually? · See P30 of the Citrix Password Manager Administrator's Guide (Choosing a Network Directory Service for Data Synchronization). · Are you upgrading from MPM 2.5? If so ... · Did you run the correct command line tool to prepare the synchronization point? · See P152 of the Citrix Password Manager Administrator's Guide (Upgrading the central store). · Did you follow correctly the upgrade process? · See P153 of the Citrix Password Manager Administrator's Guide (Summary of Upgrade Processes).

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Installation (console/agent) · What is the error message? (Send a screenshot.) · How did you deploy the agent? Is the issue the same if you install the agent using the msi file? · Do you have the same problem with a user that has administrator rights? Synchronization · What is the error message? (Send a screenshot.) · Is the machine where the agent is installed, part of the same domain as the synchronization point (AD, shared folder)? · If using a shared folder, could you reach the folder by its UNC path (\\server\sharefolder)? · If using AD, can you ping the domain (ping domain.extension)? · Does the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\MetaFrame Password Manager\ Extensions\SyncManager\Syncs\DefaultSync contains the correct value for the synchronization? · If using shared folder, you should see a value for SSOSyncType = FileSyncPath and then in the server node you should find a value like \\<serverName>\<shareFolder> · If using AD, the value of SSOSyncType = ADSyncPath with no server's folder · Could you run a repair of the agent? (Add/Remove programs) · Does the problem appear with all the agents? · Does the problem appear with all the users? Getting New Settings (agent, application definition) · If using AD, are you synchronizing the settings on the correct OU (Organizational Unit)? · Did you refresh/shutdown the agent after pushing the info from the console? · What are the exact settings that are not received? (Send a screen shot from the console.) · Does the problem appear with all the agents? · Does the problem appear with all the users? Detecting Applications · What type of application are you trying to detect (Windows, host emulation, Web application, Java application/applet)? · Did you use a template to create the application definition? If so, could you send us the template used? · What are the settings in use for the application definition (fields detection, sendKeys, Window matching...)? Could you export the settings from the Access Suite Console (Password Manager Node Export Administrative data)? · Is the host emulator compliant with HLLAPI? · For a Web application, what is the version of the Web browser? Troubleshooting Tools · Debug log calculator ­ Contact Citrix Technical Support · MPM Tracing Tool ­ Contact Citrix Technical Support · Test Applications ­ Contact Citrix Technical Support

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17.4.

Related Knowledge Base Articles

· CTX107435 Single Sign-on Is Not Working with Program Neighborhood Agent In a Hot Desktop

Environment

· CTX107380 Program Neighborhood Agent Applications for a Hot Desktop User Do Not Show Up

In the Expected Locations

· · · · · · · ·

CTX107328 CTX107399 CTX106759 CTX107381 CTX107169 CTX107024 CTX106865 CTX105702

Dialog: The user configuration cannot be updated because it has been retired Error: You cannot use the Password Reset feature. Please contact your Administrator Impact of Data Integrity Feature on Agent Authentication Methods Checklist for Running Program Neighborhood Agent in a Citrix Password Manager 4.0 Hot Desktop Environment Troubleshooting the Citrix Password Manager Service Improving Security with Citrix MetaFrame Password Manager MetaFrame Password Manager Evaluator's Guide Citrix Password Manager 4.0 Fixed Issues Readme

49

18. Conferencing Manager for Citrix® Presentation Server

Conferencing Manager for Citrix ® Presentation Server adds intuitive application conferencing to Citrix Presentation Server that eliminates the geographical distance between team members, increases the productivity of meetings, and allows easy collaboration. For the first time, teams can share application sessions, work together on document editing, and conduct online training regardless of the location of individual team members or the access devices or network connections they're using. http://www.Citrix.com/site/PS/products/product.asp?familyID=19&productID=186

18.1. Languages Supported

English

18.2. Administration Guide

· CTX107432 ­ Citrix MetaFrame Conferencing Manager Administrator's Guide

18.3. Troubleshooting Questions to Ask

Installation · What is the error message you are receiving? Can you send a screenshot? · Which components have you installed? · Have you installed all of the features of MetaFrame Conferencing Manager? ­ See Chapter 2 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Does the server meet the necessary requirements? · See System Requirements section in Chapter 3 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Are you upgrading from an earlier version of MetaFrame Conferencing Manager? · See `Planning Your Deployment' section in Chapter 3 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Are you upgrading the Outlook Add-In? · See Configuring an Email Client section of Chapter 4 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Make sure the Guest Attendee Web Interface component is installed on a Web Interface 4.0 server · See Giving Attendees Access to MetaFrame Conferencing Manager section of the Citrix MetaFrame Conferencing Manager Administrator's Guide.

50

Configuration · For information on configuring an email client, see Configuring an Email Client section of Chapter 4 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Integrating Conferencing Manager with Microsoft Exchange Server and Outlook ­ See Chapter 5 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Integrating Conferencing Manager with Lotus Domino and Lotus Notes ­ See Chapter 6 of Citrix MetaFrame Conferencing Manager Administrator's Guide. · Problems configuring MetaFrame Conferencing Manager ­ See Chapter 4 of the Citrix MetaFrame Conferencing Manager Administrator's Guide. · Licensing MetaFrame Conferencing Manager 3.0 ­ See the licensing section of Chapter 4 of the Administrator's Guide for Conferencing Manager 3.0 Secure Gateway Integration · Did you install and configure Secure Gateway? For information, consult the Secure Gateway Administrator's Guide.

18.4.

Related Knowledge Base Articles

· CTX102891 Error: An error occurred while processing your request ...

When a User Attempts to start a Conference

· CTX101948 Error: Citrix MetaFrame Conference Manager Failed to Start · CTX103838 Error: Please verify your guest and conference IDs, and ensure that the conference

has started

· CTX105106 Conference Room and Conference Manager Applications are not published

during install

· CTX103839 How to point Conferencing Manager servers to a license server different from

MetaFrame Presentation Server

· CTX103642 Event Viewer Application Log Event ID's 1540 or 1541 and Conferencing Manager · CTX106757 Error occurred while trying to add accounts. Error code: Name translation:

could not find the name or insufficient right to see name ... while trying to add Guest Attendee Accounts

· CTX106954 Error: The supplied credentials were invalid. Please try again or contact your

system administrator

· CTX107171 Attendees and Guest Attendees Cannot Join Conferences Using Conferencing

Manager When Windows 2003 Service Pack 1 Is Applied

· CTX106055 After Upgrading the Conference Organizer with Service Pack 1, the Server Receives

a Fatal Error when Windows 2003, Service Pack 1 is Installed

18.5.

Other Relevant Information

· CTX106319 Citrix Presentation Server 4.0 Administrator's Guide · CTX103759 Secure Gateway for Windows Administration Guide · CTX106472 Web Interface Administration Guide

51

19. Citrix MetaFrame Presentation Server for UNIX

Citrix MetaFrame Presentation Server for UNIX is the easiest way to access UNIX applications securely and remotely from any device. With Citrix MetaFrame Presentation Server for UNIX, remote, mobile, and local users in heterogeneous environments can access UNIX and Java applications from any device, over any connection, and no longer need multiple desktops or software emulation packages. MetaFrame Presentation Server for UNIX supports the following operating platforms: Sun Microsystems' Solaris 8, 9, and 10; Hewlett-Packard's HP-UX 11 and 11i; and IBM's AIX 5.1, 5.2, and 5.3, and now includes new features to extend performance, usability and security. http://www.citrix.com/English/ps2/products/product.asp?contentID=1449

19.1. Languages Supported

English, Spanish, French, German

19.2. Administration Guide

· CTX106447 ­ Citrix MetaFrame Presentation Server for UNIX Administrator's Guide

19.3. Troubleshooting Questions to Ask

· What are the details of your environment ­ size of server farm, version(s) of MetaFrame Presentation Server, operating system(s) of server(s), Service Packs, WAN/LAN architecture? The version of MetaFrame Presentation Server, including patches, can be obtained with the following commands: · Solaris ­ pkginfo -l CTXSmf showrev -p command · AIX ­ smit · HPUX ­ swlist · Which types of clients are in use? (If this is a client issue, refer to the ICA clients section.) · What is the exact issue that you are having (what is happening ­ what should happen)? · What are the exact steps to reproduce the issue? · When did it start? What triggered this issue? · Who is affected by this issue (administrators and/or users)? · Does the issue affect all servers or only some? · Do you get an error (send screenshot) or an event in the event log? · Can the issue be reproduced at the server console in a loop-back session? · What troubleshooting steps have you taken to resolve this issue? · Have you tested with seamless and non-seamless connections? · What are the details of the session that is running, including the version of thinwire? The X-server stores the version of thinwire running in a property on the root window. It can be found by typing this command xprop -root | grep TWVERSION. Establishing the actual color depth of the session is best done using the xdpyinfo X command.

52

· Are there any messages in the system error log? These errors are usually written to the file /var/adm/messages. · In case the session disappears immediately, has it been disconnected, or logged off? (After the error occurs does ctxqsession still show a disconnected session, or is the list empty?) Please send the output of ctxcfg. Debugging Techniques Below are some general debugging techniques. Please note that wherever you see the path /opt/CTXSmf on the AIX platform this will be /usr/lpp/CTXSmf. · Debug ctxsession.sh In /opt/CTXSmf/lib/ctxsession.sh there are some debugging hints if the session is failing before it appears on the screen. You can uncomment some lines in there to write output to a log file. Look for the lines that start with: # exec 1>> /tmp/ctxsession.log 2>&1 and # set -x and uncomment those lines · Debug ctxXtw.sh In /opt/CTXSmf/lib/ctxXtw.sh you can set up debugging by uncommenting lines in a similar way as described for debugging ctxsession.sh. This can be a useful way of detecting for example that someone has passed a unrecognised argument to the X server. When the X server sees this it exits with an error message that the user never sees; he only knows he doesn't get a session. It has happened! · pstack and related utilities (Solaris only) These utilities are available only on Solaris. To use these utilities you do need to be the root user. These three utilities are useful to debug Citrix processes that seems to be in a hung state or consuming a lot of resources · pstack allows a stack trace of a running process to be taken. Recent versions also allow you to dump a stack back trace of all threads even from a core file · pfiles lists all the opened files in a process · pflags lists the state of each lwp in the process · xwd/xwud This pair of utilities is useful for determining if display corruption is caused by a thinwire bug. If there is thinwire bug the contents of the framebuffer will not match what is displayed on the screen. Running xwd -root | xwud displays the contents of the framebuffer on the screen, thus allowing the two to be compared. · Truss Truss is a utility that traces the system calls in a running process, and can be very useful for finding problems. It is available on AIX 5.1 and higher versions. For AIX 4.3.3 you have to use the trace system utility. There is a public domain version for the HP-UX platform, which can be downloaded from the HP website. · Generating cores from MPSU processes To get a core of a running process without using kill to make it crash, you can use the gcore utility · Tracing the X Protocol In some cases it is useful to analyze the X protocol. A utility to do this is xmon. See CTX104541.

53

19.4.

Related Knowledge Base Articles

· · · · · ·

CTX106468 CTX103576 CTX105825 CTX103591 CTX103303 CTX319752

Seamless Issues Found with MainWin-based Applications Troubleshooting UNIX / Linux Keyboard and Language issues in ICA sessions Troubleshooting MetaFrame Presentation Server for Unix Licensing Diagnosing UNIX Server and Client Processes Troubleshooting OpenGL Issues on MetaFrame for UNIX 1.2 How to Publish an Application on a UNIX Server of Different Architecture, or Using MetaFrame as a Proxy to Other UNIX Servers

· CTX676453 Citrix MetaFrame 1.x for UNIX Look-and-feel Toolkit · CTX861701 Workaround using PostScript files with GhostScript · CTX803423 Font Displaying Incorrectly within an ICA Session

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20. Contacting Citrix Technical Support

20.1. Your Citrix Technical Support Checklist

The Citrix Technical Support Team is dedicated to helping resolve your IT issues quickly and accurately. To facilitate prompt service, we ask that you keep this checklist of required information close by for reference when you call.

· Service agreement number · Description of issue · Product version · service pack level · hotfixes · ICA Client version · operating system version · service pack level · Server operating system version · service pack level · hotfixes · Web server operating system version · service pack level · hotfixes · Steps to reproduce issue and troubleshooting diagnostic steps taken · Last changes made to server and/or server farm · Network configuration

In the event that remote access by one of our Citrix Technical Support Engineers may be necessary, the following may speed up the troubleshooting process: · · · · An account with administrative rights Dial-in information VPN information We may leverage GoToAssist to speed up the troubleshooting and resolution of your issue.

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20.2. Citrix Technical Support Uses Citrix GoToAssist

Special situations need special response Citrix ® GoToAssist TM is a Citrix Web-based service that enables technical support agents to resolve Windows PC support issues by viewing and controlling the desktop of a remote customer or end user. Citrix GoToAssist is the industry-leading remote-support solution that transforms technical support into competitive advantage. Citrix GoToAssist has the highest level of true end-to-end 128-bit encryption and is TruSecure certified. GoToAssist sessions are easy and quick to set up, are secure, allow customers to ultimately keep control of their systems at all times, and improve the customer experience with Citrix Technical Support. The Key Features of GoToAssist: · Remote Diagnostics gather a standard set of information about the end-user's environment including operating system details, total and available memory, applications and services currently running · Remote Viewing/Control enables the support agent to ­ with the end-user's permission ­ see and control the end-user's device or applications. · File Transfer enables the support agent to rapidly send and receive files to and from end-users. For example, the support agent can send patches, URLs, or version updates out to the end-user. · Reboot/Reconnect enables the support agent to restart the customer's or employee's device and rapidly reconnect to the support session in progress in an automated manner. · Management Center provides Citrix the flexibility to monitor, evaluate and respond to real-time customer satisfaction and support operations metrics.

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Citrix Worldwide

WORLDWIDE HEADQUARTERS

Citrix Systems, Inc. 851 West Cypress Creek Road Fort Lauderdale, FL 33309, USA Tel: +1 (800) 393 1888 Tel: +1 (954) 267 3000 www.citrix.com

EUROPEAN HEADQUARTERS

Citrix Systems International GmbH Rheinweg 9, 8200 Schaffhausen Switzerland Tel: +41 (0)52 6 35 77-00 www.citrix.com

About Citrix: Citrix Systems, Inc. (Nasdaq:CTXS) is the global leader and most trusted name in on-demand access. More than 160,000 organisations around the world use the Citrix Access Platform to provide the best possible access experience to any application for any user. Citrix customers include 100% of the Fortune 100 companies and 98% of the Fortune Global 500, as well as hundreds of thousands of small businesses and individuals. Citrix has approximately 6,200 channel and alliance partners in more than 100 countries. Citrix annual revenues in 2004 were $741 million. Learn more at http://www.citrix.com.

ASIA/PACIFIC HEADQUARTERS

Citrix Systems Hong Kong Ltd. Suite 3201, 32nd Floor One International Finance Centre 1 Harbour View Street Central, Hong Kong Tel: +852 2100 5000 www.citrix.com Citrix Online Division 5385 Hollister Avenue Santa Barbara, CA 93111 Tel: +1 (805) 690 6400 www.citrixonline.com

©2005 Citrix Systems, Inc. All rights reserved. Citrix ®, MetaFrame ®, MetaFrame XPTM and ICA ® are registered trademarks of Citrix Systems, Inc. in the United States and other countries. UNIX ® is a registered trademark of The Open Group in the United States and other countries. Java TM is a trademark of ® Sun Microsystems, Inc. Microsoft , Windows ® and Outlook ® are registered trademarks of Microsoft Corporation in the United States and other countries. All other trademarks and registered trademarks are the property of their respective owners.

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