Troubleshooting Citrix Clients

Sometimes it can be helpful to have a list of questions to approach a troubleshooting scenario. Citrix client issues are often one of these areas that can benefit because so many items could impact client connectivity it is easy to overlook one. While this list isn't a be-all-end-all, it - plus your favorite search engine - can help you get by most client connectivity issues.

Troubleshooting Questions for Citrix Clients

For every problem

• Which version and build 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? Did you change anything since then?

• Can the issue be reproduced on demand? By one user, 1+ users, all users?

Installation Issues

• What is the error message (send a screen shot)?

• How are you trying to install the client (client database, MSI, silent installation, other)?

• Is the same problem seen when a user with administrator’s rights is tested?

Connectivity

• Do you see the logon 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? At all times?

• Is the browser configured to allow ActiveX script?

• If connecting with Web Client, what is the browser version?

• Is it the same issue with non-seamless connections? And for seamless connections?

• Do you have the same problem if connecting with the RDP client?

• Can you telnet to the Presentation Server using port 1494?

• Are there any proxy servers or firewalls between the client and the server?

• Are you connecting through Web Interface, MSAM or Advanced Access Control? If so, try connecting directly to the farm using a Custom ICA connection. Refer to the administrator’s guide of the ICA client in use to know how to create an ICA connection.

• Is the problem persistent if you disable the mappings (drives, printers)? You can disable mappings within the Citrix Connection Configuration > Client Settings section.

• Through which protocol does the client connect: TCP/IP, TCP/IP + HTTP, SSL/TLS + HTTPS?

• Is the problem persistent if the connection is made using TCP/IP + HTTP?  

• Which settings are applied for Session Reliability, Data Compression and Speed Screen Latency reduction?

• Is the problem persistent if these features are deactivated?

• How do users authenticate against the farm: Primary Windows Credentials, Pass-through or Pass-through with Smartcard?

• If connecting with the Java client, what is the Java Virtual Machine (JVM) version?

• Did you manually change any settings in the client configuration files?