Brieftrouble Troubleshooting Guide

7/29/2019 Brieftrouble Troubleshooting Guide

1/31

www.Citrix.com

Citrix Customer ServiceBrief Troubleshooting Guide


2/31

2

Introduction

This Brief Troubleshooting Guide is intended as the first resource for Citrix administrators andCitrix customer service agents to troubleshoot technical as well as common issues for all Citrixtechnologies.

The Brief Troubleshooting Guide provides you with a single point of access to narrow down yourcommon issues and help you resolve as many issues as possible in an autonomous manner.

Citrix Customer Service team expects you to perform these basic troubleshooting steps before youcontact them and will request information from you based on that troubleshooting. If you have theinformation on hand, it proactively helps them to decrease resolution time for your issue.

Each section includes a brief description about the different teams available in Citrix CustomerService, issues that the teams handles for the various Citrix products, and links to Citrix KnowledgeBase articles.

This Brief Troubleshooting Guide should be used when tackling any issue, especially when you areunfamiliar with an issue or problem.

The Knowledge Center continues to be a very useful resource and is constantly being updated byCitrix Technical Support engineers worldwide and World Wide Support Readiness team - and youcan find articles there created after this guide has been published.

If there is a Knowledge Base article that you would like to see placed in this guide, let Customerservice team and World Wide Readiness team know. Any feedback you have on this Brief

Troubleshooting Guide is also welcome.

Mail your feedback [email protected].
mailto:[email protected]:[email protected]:[email protected]:[email protected]


3/31

3

About the Customer Service Team

The Citrix Customer Service team provides qualitative customer service to the Citrixproducts around the worldwide. The Customer Service team operational philosophyemphasizes that:

We are our customers partner, dedicated to their success

We are committed to responding to customers in a timely manner

We are always professional and treat every customer with courtesy and respect

We are advocates for support quality and customer satisfaction issues, while measuringand analyzing Citrix pain points

We set expectations and follow through to resolution

We base our success on our customers standards, not ours


4/31

4

Contents

1. My Citrix ..................................................................................................................... 52. Citrix Education ......................................................................................................... 103. Citrix Certification Manager ..................................................................................... 114. Access Gateway ......................................................................................................... 125. EdgeSight................................................................................................................... 136. License Console ......................................................................................................... 147. Licensing ................................................................................................................... 168. NetScaler ................................................................................................................... 179. Citrix Receiver ........................................................................................................... 2010. Subscription Advantage ......................................................................................... 2111. Technical Support .................................................................................................. 2212. XenApp .................................................................................................................. 2313. XenDesktop............................................................................................................ 2614. XenServer .............................................................................................................. 2715. Secure Gateway ..................................................................................................... 2916. Branch Repeater ..................................................................................................... 3017. Error Messages....................................................................................................... 31


5/31

5

1. My CitrixThe below table provides a complete list of KB articles related to My Citrix portal:

Title Description CTXNumber

How to associateCertification Managercredentials in My Citrixaccount

This article instructs Citrix customers on howto associate their Certification Managercredentials to their My Citrix account.

CTX130826

Error: There are no items tofulfill

This article instructs on how to resolve Thereare no items to fulfill error.

CTX119354

How to Assign a CitrixSolution Advisor in MyCitrix

This article instructs on how to assign a CitrixSolution Advisor in My Citrix.

CTX118787

How to Redownload allLicense File in a Single ZipFile

This article describes how to re-download alllicenses files in a single zip folder fromManage License portal available in the MyCitrix account.

CTX118634

How to Look up a CitrixSolution Advisor using thePartner Locator

This article describes how to look up or assigna Citrix Solution Advisor (CSA) using MyCitrix

CTX120143

How to Open a ServiceRequest to Merge Accounts

This article instructs customers on how toopen a Service Request, through My Citrix, tomerge accounts.

CTX126194

How to Retrieve CitrixXenApp License Editions

This article describes how to use a script to listthe configured edition for all XenApp serversin farm, in comma delimitated (CSV) format.

CTX122856
http://support.citrix.com/article/CTX130826http://support.citrix.com/article/CTX119354http://support.citrix.com/article/CTX118787http://support.citrix.com/article/CTX118634http://support.citrix.com/article/CTX118634http://support.citrix.com/article/CTX120143http://support.citrix.com/article/CTX126194http://support.citrix.com/article/CTX122856http://support.citrix.com/article/CTX122856http://support.citrix.com/article/CTX126194http://support.citrix.com/article/CTX120143http://support.citrix.com/article/CTX118634http://support.citrix.com/article/CTX118787http://support.citrix.com/article/CTX119354http://support.citrix.com/article/CTX130826


6/31

6

Title DescriptionCTXNumber

How to Retrieve Your MyCitrix Login Information

This article provides instructions on how toretrieve a My Citrix user ID and passwordthrough the Forgot Your Password option inMy Citrix login page.

CTX126207

How to Update Companyand Contact Informationon My Citrix

This article outlines the process customers andpartners will use to manage specific companyinformation on My Citrix account.

CTX126336

My Citrix Error: invalidhost when allocating

XenApp Platinum

This article instructs on how to resolve invalidhost when allocating XenApp Platinum error.

CTX120645

Verifying and FulfillingProduct UpgradeEntitlements

This article provides steps to verify the productversion upgrade a customer is entitled to as abenefit of Subscription Advantage on MyCitrix.

CTX126199

Where to Locate andDownload ProductSoftware

This article provides instructions on where tolocate and download product software.

CTX126200

How to Add or ReplaceTechnical SupportContacts - SolutionAdvisor

This article assists Solution Advisors with theaddition or replacement of contacts for theirPartner Technical Support Agreement.

CTX127159

How To: Change theSecure Access Model on aMy Citrix Account

In this AskSupport How To video you willlearn how to Change the Secure Access Modelon a My Citrix Account.

CitrixTV
http://support.citrix.com/article/CTX126207http://support.citrix.com/article/CTX126336http://support.citrix.com/article/ctx120645http://support.citrix.com/article/CTX126199http://support.citrix.com/article/CTX126200http://support.citrix.com/article/CTX127159http://www.citrix.com/tv/#videos/2714http://www.citrix.com/tv/#videos/2714http://www.citrix.com/tv/#videos/2714http://www.citrix.com/tv/#videos/2714http://support.citrix.com/article/CTX127159http://support.citrix.com/article/CTX126200http://support.citrix.com/article/CTX126199http://support.citrix.com/article/ctx120645http://support.citrix.com/article/CTX126336http://support.citrix.com/article/CTX126207


7/31

7


How to Validate a ServiceAgreement to Open an OnlineSupport Request

This article assists with verifying a validService Agreement and how to locate yourContact PIN on My Citrix. Also includedare the steps to create a support requestonline upon support validation.

CTX126172

How to Obtain a CitrixEvaluation License Using MyCitrix Website

This article describes on how to obtain aCitrix Evaluation License by using MyCitrix account.

CTX126387

How to Associate Certification

Manager Credentials to your MyCitrix Account

This article instructs Citrix customers on

how to associate their CertificationManager credentials to their My Citrix. CTX127707

How to Open a CustomerService Request Through MySupport

This article instructs customers on how tocreate a new Service Request through MySupport tool on My Citrix.

CTX128597

How to Perform an OnlineLicense Transfer

This article provides an overview on howa Citrix customer can submit a request totransfer licenses from one account toanother account using the My Citrix.

CTX129209

How to Select or ChangeSecurity Access Model Optionson a My Citrix Account

This article shows how to select or changethe security access model, contactrestrictions, and toolbox restrictions for acompanys My Citrix account.

CTX130127

How to Add or Change ContactAdministrators on a My CitrixAccount

This article shows how to make a contactinto an administrator who can grant orrestrict access to other contacts within acompanys My Citrix account.

CTX130128

How to Accept a PendingRescission List in My Citrix

This article will assist customers to accepta rescission list in My Citrix. CTX131343

How to Verify if a License hasbeen Allocated

This article describes how to locate alicense on My Citrix and verify if it hasbeen allocated. It will also assist withdetermining the history of a license thathas been allocated.

CTX126609
http://support.citrix.com/article/CTX126172http://support.citrix.com/article/CTX126387http://support.citrix.com/article/CTX127707http://support.citrix.com/article/CTX128597http://support.citrix.com/article/CTX129209http://support.citrix.com/article/CTX130127http://support.citrix.com/article/CTX130128http://kb.citrite.net/article/CTX131343http://kb.citrite.net/article/CTX126609http://kb.citrite.net/article/CTX126609http://kb.citrite.net/article/CTX131343http://support.citrix.com/article/CTX130128http://support.citrix.com/article/CTX130127http://support.citrix.com/article/CTX129209http://support.citrix.com/article/CTX128597http://support.citrix.com/article/CTX127707http://support.citrix.com/article/CTX126387http://support.citrix.com/article/CTX126172


8/31

8


How to Generate an Online

Product Upgrade Report

This article instructs on how to generate

an Online Product Upgrade report. CTX129764

How to Obtain a ProductLicense Report

This article provides instructions on howto obtain a report of your purchasedproduct licenses both current and historic.

CTX127551

How to Change a PreferredDistributor

This article describes on how to changethe preferred distributor in My Citrix for aPartner account.

CTX131035

How to Obtain the XenDesktop

Proof of Concept Toolkit

This article instructs on how to obtain

XenDesktop proof of concept toolkit. CTX127520

How to Add or Update aContact in My Citrix - Partner

This article describes on how to add orupdate contacts in My Citrix for a Partneraccount.

CTX130452

How to Resolve the LicenseAuthorization Login Request onMy Citrix

This article instructs on how to how toresolve the license authorization loginrequest on My Citrix.

CTX129163

How to get an Email with aLicense Code Redelivered

This article instructs on how to get anEmail with a license code redelivered.

CTX129153

Company Name ChangeRequest Online

This article gives step-by-step instructionson how to submit a request for a companyname change using the My Support onlineautomation tool on My Citrix.

CTX129085

How to Change Your Reseller inMy Citrix.com

This document describes how to changethe solution advisor associated with asubscription advantage membershipwithin My Citrix.

CTX109322

How to Reallocate a License FileThis article instructs on how to reallocatelicenses from the Manage License portalavailable in the My Citrix.

CTX115870

My Citrix Manage Licenses -User Guide

This article provides information aboutMy Citrix Manage License portal.

CTX131110
http://kb.citrite.net/article/CTX129764http://kb.citrite.net/article/CTX127551http://kb.citrite.net/article/CTX131035http://kb.citrite.net/article/CTX127520http://kb.citrite.net/article/CTX130452http://kb.citrite.net/article/CTX129163http://kb.citrite.net/article/CTX129153http://kb.citrite.net/article/CTX129085http://kb.citrite.net/article/CTX109322http://kb.citrite.net/article/CTX115870http://kb.citrite.net/article/CTX131110http://kb.citrite.net/article/CTX131110http://kb.citrite.net/article/CTX115870http://kb.citrite.net/article/CTX109322http://kb.citrite.net/article/CTX129085http://kb.citrite.net/article/CTX129153http://kb.citrite.net/article/CTX129163http://kb.citrite.net/article/CTX130452http://kb.citrite.net/article/CTX127520http://kb.citrite.net/article/CTX131035http://kb.citrite.net/article/CTX127551http://kb.citrite.net/article/CTX129764


9/31

9


How to Change License

Renewal Files using the NewLicense Portal to work withLicense Server 11.3 or Older

This article provides information on how

to change License Renewal Files using thenew License Portal to work with LicenseServer 11.3 or Older.

CTX131109

FAQ - Citrix Licensing PortalSystem

This article contains frequently askedquestions about the Citrix LicensingPortal.

CTX131114

How to Return a License usingMy Citrix

This article describes how to returnallocated licenses from the ManageLicense portal available in the My Citrix.

CTX118324

How to AllocateXenDesktop/XenApp PlatinumUsing My Citrix

This article describes how to allocateXenDesktop/XenApp Platinum suitelicenses using My Citrix.

CTX125174

How to Add or Update aContact in My Citrix

This article instructs how to add or updatecontacts in My Citrix for an end user.

CTX120355

How to Add an Affiliate to an

Enterprise License ProgramEnd User

This article assists customers with addingaffiliate companies to their existing

Enterprise License Program formerlyreferred to as Open or Flex licensingcontract.

CTX127071

How to License NetScalerAppliances Using the ActivationSystem/Manage Licenses Toolon My Citrix.com

This article contains instructions on howto license Citrix NetScaler appliances.

CTX121062

Licensing Your ProductThis article provides information and briefdescription about Citrix licensing.

CTX126170

How to Retrieve Internal Useand Demo Licenses with MyCitrix

This article describes how to retrievePartner Use/Demo (formerly Internal-Useand Not-For-Resale) licenses through MyCitrix.

CTX118564
http://kb.citrite.net/article/CTX131109http://kb.citrite.net/article/CTX131114http://kb.citrite.net/article/CTX118324http://support.citrix.com/article/CTX125174http://support.citrix.com/article/CTX120355http://support.citrix.com/article/CTX127071http://support.citrix.com/article/CTX121062http://support.citrix.com/article/CTX126170http://support.citrix.com/article/CTX118564http://support.citrix.com/article/CTX118564http://support.citrix.com/article/CTX126170http://support.citrix.com/article/CTX121062http://support.citrix.com/article/CTX127071http://support.citrix.com/article/CTX120355http://support.citrix.com/article/CTX125174http://kb.citrite.net/article/CTX118324http://kb.citrite.net/article/CTX131114http://kb.citrite.net/article/CTX131109


10/31

10

2. Citrix EducationThe below table provides a complete list of KB articles related to Citrix Education portal:


How to add trainingmodule in My Trainingusing a Voucher

This article instructs a user on how to add theSelf-Paced Training module under My Trainingmenu using a Citrix voucher.

CTX130827

How to Import ActiveCourses from ourPrevious Site to New

LMS

This article instructs on how to import activecourses from our previous site

citrix.learning.accenture.com to new LMS.

CTX131459

How to Search DifferentCertifications in MyTraining

This article instructs on how to search differentcertifications available in My Training.

CTX131462
http://support.citrix.com/article/CTX130827http://support.citrix.com/article/CTX131459http://support.citrix.com/article/CTX131462http://support.citrix.com/article/CTX131462http://support.citrix.com/article/CTX131459http://support.citrix.com/article/CTX130827


11/31

11

3. Citrix Certification ManagerThe below table provides a complete list of KB articles related to Citrix CertificationManage portal:


How to CheckCertification Status

This article instructs on how to immediatelycheck the Certification status of a candidate whohas appeared for the certification.

CTX131458

How to Request for aCertificate

This article instructs on how to request for aCertificate.

CTX131461

How to Track yourCertification inCertification Manager

This article instructs on how to track yourcertification in Certification Manager.

CTX131463
http://support.citrix.com/article/CTX131458http://support.citrix.com/article/CTX131461http://support.citrix.com/article/CTX131463http://support.citrix.com/article/CTX131463http://support.citrix.com/article/CTX131461http://support.citrix.com/article/CTX131458


12/31

12

4. Access GatewayThe below table provides a complete list of KB articles related toAccess Gateway product:


How to License Access Gateway8.0 Enterprise Edition

This article describes how to licenseAccess Gateway 8.0 Enterprise edition.

CTX113028

How to License Access GatewayEnterprise Edition SoftwareRelease 9.2

This article describes how to licenseAccess Gateway Enterprise editionsoftware release 9.2.

CTX126049

Access Gateway 5.0 - MaintenanceRelease 5.0.0.170002

This article describes the issue(s) solvedby the maintenance release and includesinstallation instructions.

CTX127331

Citrix Access Gateway VPX and2010 Licensing Changes FAQ

This article provides information aboutCitrix Access Gateway VPX and 2010Licensing changes FAQ.

CTX124138

How to Configure an AccessGateway Enterprise EditionAppliance with Unlimited ICA

Connections

This article contains information aboutconfiguring an Access GatewayEnterprise edition appliance with

unlimited Independent ComputingArchitecture (ICA) connections.

CTX125567

How to Configure Web InterfaceRelease 5.2 in Compact Mode forClient Detection and Deploymenton the Citrix Access GatewayEnterprise Edition Appliance

This article contains information aboutconfiguring the Web Interface release5.2 in the Compact mode for clientdetection and deployment on the CitrixAccess Gateway Enterprise editionappliance.

CTX123051
http://support.citrix.com/article/CTX113028http://support.citrix.com/article/CTX126049http://support.citrix.com/article/CTX127331http://support.citrix.com/article/CTX124138http://support.citrix.com/article/CTX125567http://kb.citrite.net/article/CTX123051http://kb.citrite.net/article/CTX123051http://support.citrix.com/article/CTX125567http://support.citrix.com/article/CTX124138http://support.citrix.com/article/CTX127331http://support.citrix.com/article/CTX126049http://support.citrix.com/article/CTX113028


13/31

13

5. EdgeSightThe below table provides a complete list of KB articles related to EdgeSight product:


Error: EdgeSight hasdetected a problem withlicensing

This article instructs on how to resolveEdgeSight has detected a problem withlicensing error.

CTX115944
http://support.citrix.com/article/ctx115944http://support.citrix.com/article/ctx115944


14/31

14

6. License ConsoleThe below table provides a complete list of KB articles related to License Console:


Administrators areunable to logon tothe LicenseManagementConsole

This article instructs on how to resolve the error Userscannot log on to the License Management Consolefrom a Web browser that is running on a Windows2003 Server.

CTX103835

Error: Inconsistent

server host ID

This article instructs on how to resolve theInconsistent server host ID in C:\Program Files

(x86)\Citrix\Licensing\MyFiles\license_xxxxxxx.licerror.

CTX124566

Error: The pagecannot bedisplayed...whenattempting to openthe LicenseManagementConsole

This article instructs on how to resolve The pagecannot be displayed. The page you are looking for iscurrently unavailable error.

CTX106866

Error: You did notauthenticatecorrectly. Please tryagain or contactyou systemadministrator...when opening theLicenseManagementConsole

This article instructs on how to resolve You did notauthenticate correctly. Please try again or contact yousystem administrator error.

CTX106869

How to Add aLicense to theLicenseAdministrationConsole

This article instructs on how to add a license, allocatedthrough My Citrix, to the new License AdministrationConsole.

CTX126338
http://support.citrix.com/article/CTX103835http://support.citrix.com/article/CTX124566http://support.citrix.com/article/CTX106866http://support.citrix.com/article/ctx106869http://support.citrix.com/article/CTX126338http://support.citrix.com/article/CTX126338http://support.citrix.com/article/ctx106869http://support.citrix.com/article/CTX106866http://support.citrix.com/article/CTX124566http://support.citrix.com/article/CTX103835


15/31

15


How to Install a

Citrix License on aCitrix LicenseServer

This article instructs on how to install a Citrix license ona Citrix license server.

CTX114695

How to Resolve aRed Alert on theLicenseManagementConsole

This article instructs on how to resolve the issueSubscription Advantage is displayed as out dated onLicense Administration Console.

CTX118203

License file notrecognized byLicenseManagementConsole/LicenseServer

This article instructs on how to resolve issues such asLicense not visible on License Management Console,Not able to establish a connection and LicenseServer returns error "unknown host.

CTX118362

License ServerVPX - InconsistentHost ID

This article instructs on how to resolve License ServerVPX - Inconsistent Host ID while uploading licensefile issue.

CTX126007

Licensing: TheLicenseManagementConsole

This article provides details about the LicenseManagement Console.

CTX108660
http://support.citrix.com/article/CTX114695http://support.citrix.com/article/CTX118203http://support.citrix.com/article/CTX118362http://support.citrix.com/article/CTX126007http://support.citrix.com/article/CTX108660http://support.citrix.com/article/CTX108660http://support.citrix.com/article/CTX126007http://support.citrix.com/article/CTX118362http://support.citrix.com/article/CTX118203http://support.citrix.com/article/CTX114695


16/31

16

7. LicensingThe below table provides a complete list of KB articles related to Licensing issues:


How to identify DifferentLicense Types

This article describes how to identify differentlicense types.

CTX123762

Licensing Architecture:An Overview

This article describes about the architecture ofCitrix Licensing.

CTX108656

Licensing: Using LicenseAdministrationCommands

This article describes about licenseadministration commands to perform licensingtasks.

CTX108664

Citrix Product LicensingBasics

This article provides the basics of CitrixLicensing.

CTX113429

How to Collect Data forTroubleshootingLicensing Issues

This article describes on how to collect usefuldata when troubleshooting licensing problemsassociated with the Citrix License Server v11.6.1Build 10007 and later.

CTX127314

How to Obtain a PartnerUse License

This video explains how to obtain a partner uselicense.

CTX129671
http://support.citrix.com/article/CTX123762http://support.citrix.com/article/CTX108656http://support.citrix.com/article/CTX108664http://support.citrix.com/article/CTX113429http://support.citrix.com/article/CTX127314http://support.citrix.com/article/CTX129671http://support.citrix.com/article/CTX129671http://support.citrix.com/article/CTX127314http://support.citrix.com/article/CTX113429http://support.citrix.com/article/CTX108664http://support.citrix.com/article/CTX108656http://support.citrix.com/article/CTX123762


17/31

17

8. NetScalerThe below table provides a complete list of KB articles related to NetScaler product:


How to Activate and AllocateNetScaler Not for ResaleLicenses

This article describes on how to activatea NetScaler Not-For-Resale license.

CTX120469

How to Allocate a V6 License forthe NetScaler VPX Appliance

This article provides information aboutallocating V6 licenses for a NetScalerVPX appliance.

CTX122772

Citrix NetScaler Migration Guide- Release 9.0

The article describes migrationinstructions for setting up a new versionof a NetScaler with a list of all new anddeprecated commands, parameters, andSNMP OIDs.

CTX119198

NetScaler VPX Licensing GuideThis article is a Citrix NetScaler VPXlicensing guide.

CTX122426

Citrix NetScaler Migration Guide- Release 9.2

This article is a Citrix NetScaler release9.2 migration guide.

CTX123856

How to Find the Model Numberand Serial Number of a NetScalerAppliance from the CommandLine Interface of the Appliance

This article provides information aboutchecking the model number and serialnumber of the NetScaler appliance fromthe command line interface of theappliance.

CTX110078

How to Display the Model andSerial Numbers of a NetScalerAppliance

This article provides information aboutdisplaying the model and serial numbersof a NetScaler appliance.

CTX111353
http://support.citrix.com/article/CTX120469http://support.citrix.com/article/CTX122772http://support.citrix.com/article/CTX119198http://support.citrix.com/article/CTX122426http://support.citrix.com/article/CTX123856http://support.citrix.com/article/CTX122270http://support.citrix.com/article/CTX111353http://support.citrix.com/article/CTX111353http://support.citrix.com/article/CTX122270http://support.citrix.com/article/CTX123856http://support.citrix.com/article/CTX122426http://support.citrix.com/article/CTX119198http://support.citrix.com/article/CTX122772http://support.citrix.com/article/CTX120469


18/31

18


NetScaler Hardware/SoftwareCompatibility - SupportedUpgrade/Downgrade Paths

This article provides information aboutNetScaler operating system releasecompatibility for the various NetScalerappliances.

CTX115520

Features are Not Enabled onthe NetScaler Appliance AfterAdding the License File

This article describes about the scenarioswhen the features are not enabled on theNetScaler appliance after adding thelicense file.

CTX130883

Citrix NetScaler Installation and

Migration Guide - Release 8.0

This article provides information aboutinstallation and migration of Citrix

NetScaler release 8.0.

CTX112898

NetScaler VPX LicensingGuide

This article is a Citrix NetScaler VPXlicensing guide.

CTX122426

NetScaler Hardware/SoftwareCompatibility - SupportedUpgrade/Downgrade Paths

This article contains information aboutNetScaler operating system releasecompatibility for the various NetScalerappliances.

CTX115520

Citrix NetScaler Installation andMigration Guide - Release 8.0

This article provides information about

installation and migration of CitrixNetScaler release 8.0.

CTX112898

Citrix NetScaler MigrationGuide - Release 9.0

The Citrix NetScaler Migration Guidedescribes migration instructions for settingup a new version of a NetScaler with a listof all new and deprecated commands,parameters, and SNMP OIDs.

CTX119198
http://support.citrix.com/article/CTX113357http://support.citrix.com/article/CTX130883http://kb.citrite.net/article/CTX112898http://support.citrix.com/article/CTX122426http://support.citrix.com/article/CTX113357http://kb.citrite.net/article/CTX112898http://support.citrix.com/article/CTX119198http://support.citrix.com/article/CTX119198http://kb.citrite.net/article/CTX112898http://support.citrix.com/article/CTX113357http://support.citrix.com/article/CTX122426http://kb.citrite.net/article/CTX112898http://support.citrix.com/article/CTX130883http://support.citrix.com/article/CTX113357


19/31

19


Types of Licensing Available forNetScaler and Access GatewayEnterprise Edition Appliances

This article contains information aboutvarious types of licenses available forNetScaler and Access Gateway Enterpriseedition appliances.

CTX129117

Troubleshooting AccessGateway EnterpriseEdition/NetScaler LicenseIssues

This article is used to troubleshoot AccessGateway/NetScaler License issues.

CTX116444
http://kb.citrite.net/article/CTX129117http://kb.citrite.net/article/CTX116444http://kb.citrite.net/article/CTX116444http://kb.citrite.net/article/CTX129117


20/31

20

9. Citrix ReceiverThe below table provides a complete list of KB articles related to Citrix Receiver:


Getting Started with Citrix Receiverfor the iPhone

This article instructs on how to getstart with Citrix Receiver oniPhone.

CTX120601

How to Install Citrix Receiver oniPhone and iPad

This article instructs on how toinstall Citrix Receiver on AppleiPhone and iPad.

CTX131580

How to Install Citrix Receiver onAndroid Phones and Tablets

This article instructs on how to

install Citrix Receiver on Androidphones and tablets.

CTX131636

Troubleshooting Citrix Receiver forMobile Devices

This is article provides informationabout troubleshooting Citrixreceiver for mobile devices.

CTX125533

How to Configure XenApp Serviceswith Secure Gateway for use withCitrix Receiver for iPhone and iPad

This article instructs on how toconfigure XenApp for use of CitrixReceiver for iPhone and iPad.

CTX121360
http://support.citrix.com/article/CTX120601http://support.citrix.com/article/CTX131580http://support.citrix.com/article/CTX131636http://support.citrix.com/article/CTX125533http://support.citrix.com/article/CTX121360http://support.citrix.com/article/CTX121360http://support.citrix.com/article/CTX125533http://support.citrix.com/article/CTX131636http://support.citrix.com/article/CTX131580http://support.citrix.com/article/CTX120601


21/31

21

10. Subscription AdvantageThe below table provides a complete list of KB articles related to Subscription Advantage:


Citrix ProductSubscription AdvantageEligibility Dates

This article lists Subscription AdvantageEligibility dates for Citrix products.

CTX111618

How to Check the CurrentStatus of SubscriptionAdvantage Using My Citrix

This article describes on how to check thecurrent status of Subscription Advantage byusing My Citrix.

CTX120102

Subscription AdvantageRenewal and QuoteCreation Guide

This article provides the step by step process onrenewing product licenses with SubscriptionAdvantage on My Citrix and how to create asubscription advantage quote.

CTX126171

How to Find Out theSubscription AdvantageEligibility Date

This is article instructs on how to find outSubscription Advantage date.

CTX107789

Subscription AdvantageRenewal and QuoteCreation Guide

This article provides step by step process onrenewing product licenses with SubscriptionAdvantage on My Citrix and how to create asubscription advantage quote.

CTX126196
http://support.citrix.com/article/CTX111618http://support.citrix.com/article/CTX120102http://support.citrix.com/article/CTX126171http://support.citrix.com/article/CTX107789http://kb.citrite.net/article/CTX126196http://kb.citrite.net/article/CTX126196http://support.citrix.com/article/CTX107789http://support.citrix.com/article/CTX126171http://support.citrix.com/article/CTX120102http://support.citrix.com/article/CTX111618


22/31

22

11. Technical SupportThe below table provides a complete list of KB articles related toTechnical Support:


Access to a CitrixKnowledge Center Articleis Denied

This article instructs on how to resolve Thecurrent user is unauthorized to view thiscontent error.

CTX118845

Brief TroubleshootingGuide

The Brief Troubleshooting Guide provides youwith a single point of access to narrow downyour technical issues and help you resolve asmany issues as possible in an autonomous

manner.

CTX106727

How to Update Contactson Your Software SupportAgreementEnd-Users

This article assists customers with updating thecontacts listed on their support agreementformerly referred to as Preferred SupportServices.

CTX126962

Microsoft Windows Server2008 R2 - Known Issues

This article provides information on MicrosoftWindows Server 2008 R2 known issues withrespect to Citrix Products

CTX122601

Software TechnicalSupport Options

This article provides information about the

different types of technical support availablefor a customer. CTX127034
http://support.citrix.com/article/CTX118845http://support.citrix.com/article/CTX106727http://support.citrix.com/article/CTX126962http://support.citrix.com/article/ctx122601http://support.citrix.com/article/CTX127034http://support.citrix.com/article/CTX127034http://support.citrix.com/article/ctx122601http://support.citrix.com/article/CTX126962http://support.citrix.com/article/CTX106727http://support.citrix.com/article/CTX118845


23/31

23

12. XenAppThe below table provides a complete list of KB articles related to XenApp product:


Citrix XenApp 5 Feature PackLicensing FAQ

This article provides FAQ for CitrixXenApp 5 Feature pack.

CTX120471

Citrix XenApp 5.0 for MicrosoftWindows Server 2008 InstallationChecklist

This article lists support andprerequisites for installing CitrixXenApp 5.0 for Microsoft WindowsServer 2008.

CTX113392

How to determine AccessManagement Console ExtensionVersions

This article describes on how todetermine the version level of theAccess Management Console.

CTX117091

How to Fulfill and Convert aMetaFrame XP License Into aXenApp License Using the MyCitrix Website.

This article describes on how to fulfilland convert a MetaFrame XP license into XenApp license using My Citrix.

CTX118202

Technical Guide for Upgrading /Migrating to XenApp 5.0

This article provides information onhow to upgrade or migrate to XenApp5.0.

CTX117913

XenApp 6 QFARM /load Shows20000

This article instructs on how to resolveAn error occurred while making therequested connection error.

CTX126877

XenApp Enterprise licensing withembedded Application Streamingfeature

This article instructs on how to benefitwith the embedded feature.

CTX120192

Cannot Access Farm from CitrixDelivery Services Console

This article instructs on how resolve anissue when you cannot access Farmfrom Citrix delivery services console.

CTX126048

Access Essentials 3.0 Setup andBasic Configuration

This recording covers basic conceptsand configuration for Access Essentials3.0.

CTX120255
http://support.citrix.com/article/CTX120471http://support.citrix.com/article/CTX113392http://support.citrix.com/article/CTX117091http://support.citrix.com/article/CTX118202http://support.citrix.com/article/CTX117913http://support.citrix.com/article/CTX126877http://support.citrix.com/article/CTX120192http://support.citrix.com/article/CTX126048http://support.citrix.com/article/CTX120255http://support.citrix.com/article/CTX120255http://support.citrix.com/article/CTX126048http://support.citrix.com/article/CTX120192http://support.citrix.com/article/CTX126877http://support.citrix.com/article/CTX117913http://support.citrix.com/article/CTX118202http://support.citrix.com/article/CTX117091http://support.citrix.com/article/CTX113392http://support.citrix.com/article/CTX120471


24/31

24


RDP Connections Will Consume

a Connection License onMetaFrame Presentation Server

This article instructs about RDPconnections with Presentation Server. CTX104605

Citrix Program NeighborhoodFeature Removal AnnouncementFAQ

This article provides information aboutCitrix Program Neighborhood FeatureRemoval Announcement andFrequently Asked Questions.

CTX121727

XenApp Client (ICA Client)Lifecycle Information

This article discusses the current CitrixSystems policy for the XenApp Plugin(formerly ICA client) lifecycle.

CTX122005

XenApp License AcquisitionError (-25) when LaunchingApplications Hosted on XenApp6.0 Servers

This article instructs on how to resolveXenApp license acquisition error.

CTX124790

How to Change the LicensingPort in XenApp 6

This article instructs on how to changelicensing port in XenApp 6.0.

CTX125774

Presentation Server or XenAppNodes are Missing in the AccessManagement Console or DeliveryServices Console

This article details a solution for adminsexperiencing issues with missingXenApp or Presentation Server nodesin the Access Management Console.

CTX125827

How to Fulfill XenApp StandardEdition License to the AdvancedEdition License

This article describes on how to fulfillthe XenApp Standard edition license tothe Advanced edition license.

CTX126459

XenApp 6 QFARM /load

Reports 20000

This article instructs on how to resolveAn error occurred while making therequested connection error.

CTX126868

How to Upgrade XenApp Step-up Suite to XenApp PlatinumEdition

This article describes on how to upgradeXenApp Step-up Suite to XenAppPlatinum edition.

CTX130885


25/31

25


Mixing Versions of XenApp in

Large Farms for ExtendedPeriods

This article provides information about

mixing versions of XenApp in largeFarms for an extended period.

CTX118327

QFARM Reports a Load Level of20000 after Installation of HotfixRollup Pack 06

This article provides information onhow to resolve an issue when a serverrefuses to connect.

CTX103057

Citrix Presentation Server 4.5Installation Checklist EN

This article provides an installationchecklist for Citrix PresentationServer 4.5 for Windows Server

2003.

CTX112374

Citrix Presentation Server 4.5Administrator's Guide

This administrators guide is provided toassist in the planning, deployment, andadministration of the server farm.

CTX112223

How to Allocate XenAppLicenses for Exclusive Use of aSpecific Group of Users

This article instructs on how to allocateXenApp Licenses for exclusive use of aspecific group of users.

CTX108661

FAQ: Citrix Access Essentials 3.0

for Windows Server 2008Upgrade Process

This article provides informationregarding upgrades to Windows Server2008 RDS CALs as a benefit of CitrixSubscription Advantage.

CTX119175
http://kb.citrite.net/article/CTX118327http://kb.citrite.net/article/CTX125545http://kb.citrite.net/article/CTX112374http://kb.citrite.net/article/CTX112223http://kb.citrite.net/article/CTX126631http://kb.citrite.net/article/CTX119175http://kb.citrite.net/article/CTX119175http://kb.citrite.net/article/CTX126631http://kb.citrite.net/article/CTX112223http://kb.citrite.net/article/CTX112374http://kb.citrite.net/article/CTX125545http://kb.citrite.net/article/CTX118327


26/31

26

13. XenDesktopThe below table provides a complete list of KB articles related to XenDesktop product:


How to Verify orChange YourXenDesktop Editionafter Installation

This article describes on how to verify or changeyour XenDesktop Edition after installation.

CTX118295

XenDesktop 4Licensing FAQ

This article provides information about primarysource of licensing information for XenDesktop 4

and later.

CTX123240

How to Upgrade viaTrade-up toXenDesktop Program

This article instructs on how to upgrade via Trade-up to XenDesktop program.

CTX127971

User Profiles forXenApp andXenDesktop

This planning guide is intended to be a guidelineduring the user profile strategy decision process.

CTX124799

How to Obtain andApply XenDesktopExpress Edition

This article instructs on how to downloadXenDesktop Express edition free off cost.

CTX127575

How to ObtainXenDesktop 5.0Service Pack 1 ExpressEdition License

This article describes how to obtain a XenDesktop5.0 Service Pack 1 Express license.

CTX129491

Error: Cant Find ValidLicense This article instructs on how to resolve Cant findvalid license error. CTX130555

XenDesktop 5.xLicensing FAQ

This article answers frequently asked questionsabout Citrix XenDesktop licensing, pricing andpackaging and is intended for Citrites, Citrixpartners and Citrix customers. This applies toXenDesktop versions 4 and 5.

CTX128013
http://support.citrix.com/article/CTX118295http://support.citrix.com/article/CTX123240http://support.citrix.com/article/CTX127971http://support.citrix.com/servlet/KbServlet/download/26480-102-650196/XD%20-%20Planning%20Guide%20-%20User%20Profiles.pdfhttp://support.citrix.com/article/CTX127575http://support.citrix.com/article/CTX129491http://support.citrix.com/article/CTX130555http://support.citrix.com/article/CTX128013http://support.citrix.com/article/CTX128013http://support.citrix.com/article/CTX130555http://support.citrix.com/article/CTX129491http://support.citrix.com/article/CTX127575http://support.citrix.com/servlet/KbServlet/download/26480-102-650196/XD%20-%20Planning%20Guide%20-%20User%20Profiles.pdfhttp://support.citrix.com/article/CTX127971http://support.citrix.com/article/CTX123240http://support.citrix.com/article/CTX118295


27/31

27

14. XenServerThe below table provides a complete list of KB articles related to XenServer product:


Citrix Essentials V6Licensing Allocation

This article provides a summary about CitrixEssentials that is delivered with different kind oflicenses.

CTX121850

How to Assign a RetailLicense to XenServer 5.6Using XenCenter

This article instructs administrators on how toassign a Citrix retail license to XenServer 5.6 viaXenCenter and assumes that the license hasalready been allocated and saved to the desktopor a folder.

CTX126168

How to Assign aXenServer Free LicenseUsing XenCenter 5.6

This article instructs administrators on how toassign a free Citrix license to XenServer 5.6through XenCenter and assumes that the licensehas already been received.

CTX126169

How to Upgrade aLicense from XenServer5.5 to 5.6 Using My Citrix

This article describes how to upgrade a licensefrom XenServer 5.5 to XenServer 5.6 using MyCitrix.

CTX125463

Migrating from OEMEditions of XenServer5.5 to XenServer 5.6

This article provides information for customersmigrating from OEM editions of XenServer toretail XenServer 5.6.

CTX125196

XenServer 5.6 InstallationGuide

This article provides information on how toinstall XenServer 5.6.

CTX124889

XenServer 5.6 LicensingFAQ

This article contains information about licensing.It contains frequently asked questions related tolicensing.

CTX125301

XenServer Licensing withMy Citrix

This article provides information about therelation between My Citrix and XenServerlicenses.

CTX118788

XenServer 5.5 Update 2Installation Guide

This article provides information on how toinstall XenServer 5.5 update 2.

CTX124025


28/31

28


How to Locate the

XenServer Core Licenseas Part of XenDesktop

This article describes how to locate theXenServer core license as part of XenDesktop. CTX125190

XenServer ManualLicense Activation

This article describes how to manually activate aXenServer.

CTX121361

How to Renew FreeXenServer licenses

This article describes the process of updating aFree XenServer license at renewal time.

CTX123999

Citrix License ServerVirtual Appliance forXenServer

This download is a XenServer Virtual Applianceused for running the Citrix License Server.

CTX124501

XenServer 5.6 LicensingThis article describes licensing for XenServer 5.6and Citrix Essentials for XenServer 5.6.

CTX130982

How to Download theXenServer License Filefrom the My Citrix Page

This article contains information about how todownload the XenServer license file from the MyCitrix page and add it to the License Server.

CTX130884

XenServerAdministrator's Guide

This article is a system administrator's guide toXenServer, the platform virtualization solutionfrom Citrix.

CTX118447
http://support.citrix.com/article/CTX125190http://support.citrix.com/article/CTX121361http://support.citrix.com/article/CTX123999http://support.citrix.com/article/CTX124501http://support.citrix.com/article/CTX130982http://support.citrix.com/article/CTX130884http://kb.citrite.net/article/CTX118447http://kb.citrite.net/article/CTX118447http://support.citrix.com/article/CTX130884http://support.citrix.com/article/CTX130982http://support.citrix.com/article/CTX124501http://support.citrix.com/article/CTX123999http://support.citrix.com/article/CTX121361http://support.citrix.com/article/CTX125190


29/31

29

15. Secure GatewayThe below table provides a complete list of KB articles related to Secure Gateway product:


Secure Gateway 3.1 forWindowsAdministrator's Guide

This article Provides information toadministrators about features, installation andsetup, implementation, and deployment of theSecure Gateway for Citrix XenApp.

CTX116425
http://support.citrix.com/article/CTX116425http://support.citrix.com/article/CTX116425


30/31

30

16. Branch RepeaterThe below table provides a complete list of KB articles related to Branch Repeaterproduct:


Repeater Unit Rejects aLicense File even though theLicense File is Correct

This article instructs on how to resolveInvalid license or license does not add anynew features error.

CTX121184

FAQ: Serial NumberLocation after Upgrading to

Citrix Branch Repeater withWindows Server 1.5

This article provides FAQ about license

number location for Citrix Branch Repeater. CTX120273

Repeater Plug-in License onRemote Citrix LicenseServer

This article provides information aboutRepeater Plug-in licensing and interactionwhen using a remote Citrix License Server.

CTX128540

How to Install License Filefor the Citrix Branch

Repeater

This article provides information on how toinstall license file for the Citrix BranchRepeater.

CTX130886

How to Obtain BranchRepeater VPX forXenDesktop Platinum

This article instructs on how to obtain BranchRepeater VPX for XenDesktop Platinum.

CTX128530

Citrix WANScaler andBranch Repeater LicensingGuide

This article is for any Citrix customer orpartner who intends to purchase a new CitrixBranch Repeater product, or upgrade thesoftware on their existing products to currentsoftware versions.

CTX119927
http://support.citrix.com/article/CTX121184http://support.citrix.com/article/CTX120273http://support.citrix.com/article/CTX128540http://support.citrix.com/article/CTX130886http://kb.citrite.net/article/CTX128530http://kb.citrite.net/article/CTX119927http://kb.citrite.net/article/CTX119927http://kb.citrite.net/article/CTX128530http://support.citrix.com/article/CTX130886http://support.citrix.com/article/CTX128540http://support.citrix.com/article/CTX120273http://support.citrix.com/article/CTX121184


31/31

17. Error MessagesThe below table provides a list of KB articles related to Error messages for various Citrixproducts:


Licensing Error:InconsistentServer Host ID

This article is used to resolve Inconsistent server hostID in C:\Program Files(x86)\Citrix\Licensing\MyFiles\license_xxxxxxx.licerror.

CTX124566

Error: 'An erroroccurred while

making therequestedconnection' whenLaunchingApplicationsthrough CitrixAccess Gateway /Web Interface

This article describes how to resolve application launchissues when Web Interface is pointing to a XenApp 5.0for Windows 2008 farm.

CTX127053

Most Common

My CitrixAllocation Errors

This article provides information about the most errormessages occurred in My Citrix. CTX129119
http://kb.citrite.net/article/CTX124566http://kb.citrite.net/article/CTX127053http://kb.citrite.net/article/CTX129119http://kb.citrite.net/article/CTX129119http://kb.citrite.net/article/CTX127053http://kb.citrite.net/article/CTX124566

Documents

Brieftrouble Troubleshooting Guide