Identifying the Citrix client version used.

Trying to troubleshoot Citrix users individual issues can be very problematic. Is the issue related to the servers, the gateway, ticketing authorities, installed applications etc.? The first thing, to do in troubleshooting an individual's unique problems is to determine which Citrix client software they are using to connect to the Citrix farm. If they are using an older version, it should be upgraded to the newest version they can support.
The latest version of Citrix client software available for Windows machines is client version 12.1. This version of the client is backward compatible at least through servers running Presentation Server 4.0 (newest we have installed is XenApp 6.0).

Available Citrix clients and plug-ins as of 5/16/2011

All of the above client software is available as a free download at http://citrix.com/English/ss/downloads/results.asp?productID=186
There are different methods used to determine the clients installed version of software. If Citrix Edgesight installed it will generate a report for you.
The method I use is through Citrix Delivery Services Console (XenApp 6.0) or Access Management Console (Presentation Server 4.0 or older).

Citrix Delivery Services Console:

1.) RDP to one of the Citrix servers in the Citrix farm the user is connecting to and open Citrix Delivery Services Console.
2.) Expand the left screen until you see the list of servers in the farm.
3.) Click on each server until it shows the user with the issues. You will have to set the tabs at the top of the right screen to "Users" to see the list of connected users.
4.) Double-click the users session
5.) Select "Session Information"
6.) Note the client build number and compare it to the list of build numbers to determine which version of Citrix client they have installed. (See build list at the bottom of the page).
In the screenshot below, the Client Build Number is 6410. Comparing that to the list of build numbers we can determine that the client version the user has installed is 12.0.0 not the latest version. Even in this case I would ask that they upgrade as there were improvements between 12.0 and 12.1

Citrix Access Management Console:

1.) RDP to one of the Citrix servers in the Citrix farm the user is connecting to and open Citrix Access Management Console.
2.) Expand the left screen until you see the list of servers in the farm.
3.) Click on each server until it shows the user with the issues. You will have to adjust the display so you can see the users.
4.) In the center column under common Tasks, select "Change display" and select "Users".
5.) When you find the server the user is logged into, the user will be displayed in the right column.
6.) Double-click the user
7.) Select "Expand-list if needed.
8.) Note the client build number and compare it to the list of build numbers to determine which version of Citrix client they have installed. (See build list at the bottom of the page).
In the screenshot below, the Client Build Number is 52110. Comparing that to the list of build numbers we can determine that the client version the user has installed is 8.0, not the latest version. I would ask the client to install latest version.

Citrix Client Build List:
4.00 581
4.00 686
4.20 715
4.20 727
4.20 741
4.21 779
6.00 910
6.01 963
6.01 964
6.01 967
6.20 985
6.30 1050
6.31 1051
7.00 17534
7.01 20497
7.10 21845
7.10 22650
8.00 24737
8.10 29670
9.00 32649
9.10 36280
9.15 39151
9.20 44376
9.23 50211
10.00 45418
10.00 49686
10.00 52110
10.100 55836
10.150 58643
10.200 2650
11.00 5284 (beta)
11.00 5357
11.0.150 5357
11.16 153430
11.2.0 31560
11.2.2 3
11.2.5 2
11.3 143202 (HP Thin Client)
12.0.0 6410
12.0.3 6
12.1.0 30
13.0.0 13 (beta Project Mach 3