Basic network connectivity.

• Can you ping the server? From the internal network, ping all the internal IP's of the Citrix server(s) from the Citrix gateway server. From the internet ping the DNS name for the VIP associated to the Citrix gateway server. For instance, saas.calypso.com which is using VIP 209.34.91.100.

• Can you do a trace route to the server?
  • An example command will be "Tracert saasdr.calypso.com" with output similar to the below output.
  • In the lines where you see "*" (Line 2), that is not much of a concern as long as the trace route continues to the next hop. If you notice wide discrepancies in the times for each hop this may indicate that particular device maybe having problems, which will correlate to connectivity issues.
  • Sample output:
    Microsoft Windows XP Version 5.1.2600
    (C) Copyright 1985-2001 Microsoft Corp.
    C:\WINDOWS>tracert saas.calypso.com
    Tracing route to saas.calypso.com 209.34.91.100 over a maximum of 30 hops:
    1 1 ms 1 ms 4 ms 11.199.15.1
    2 * * * Request timed out.
    3 8 ms 9 ms 9 ms tn.charter.com 96.34.68.9
    4 10 ms 9 ms 9 ms tn.charter.com 96.34.71.166
    5 12 ms 17 ms 11 ms tn.charter.com 96.34.71.144
    6 13 ms 12 ms 12 ms tn.charter.com 96.34.71.142
    7 14 ms 13 ms 11 ms tn.charter.com 96.34.71.79
    8 19 ms 18 ms 18 ms sc.charter.com 96.34.71.181
    9 21 ms 19 ms 19 ms sc.charter.com 96.34.2.112
    10 27 ms 25 ms 27 ms chr-edge-02.inet.qwest.net 67.132.15.221
    11 72 ms 31 ms 31 ms dcp-brdr-03.inet.qwest.net 205.171.251.110
    12 35 ms 30 ms 31 ms 63.146.26.62
    13 54 ms 34 ms 34 ms xe-5-1-0.cr1.dca2.us.above.net 64.125.29.210
    14 75 ms 58 ms 57 ms xe-2-2-0.cr1.iah1.us.above.net 64.125.29.37
    15 89 ms 142 ms 90 ms xe-2-0-0.cr1.lax112.us.above.net 64.125.25.45
    16 105 ms 105 ms 105 ms xe-2-1-0.cr1.sjc2.us.above.net 64.125.24.18
    17 103 ms 101 ms 103 ms xe-1-1-0.er1.sjc2.us.above.net 64.125.26.198
    18 104 ms 104 ms 104 ms 209.66.88.126
    19 103 ms 101 ms 102 ms saas.calypso.com 209.34.91.100
    Trace complete.

• • Can you telnet to the servers?
    To telnet to the gateway servers use port 80 and port 443.
    To test telnet to the Citrix servers from the gateway server use port 1494 and port 80
  • a. Example telnet to a VIP would be
    • i. Telnet saas.calypso.com 80
    • ii. Telnet saas.calypso.net 443
  • b. Examples from the Citrix gateway servers to the Citrix servers in the same farm
    • i. Telnet 10.128.121.52 1494
    • ii. Telnet 10.128.121.52 80
      A successful telnet on port 1494 will return "ICA" as indicated below.
      

• • Check the available idle port listeners for ICA
  • a. From a command prompt on the suspect Citrix server run "qwinsta " and look for "Listen" in the "State" . In the example below there is one RDP and one TCP listener
    • C:\Users\rlowe>qwinsta
    • SESSIONNAME USERNAME ID STATE TYPE DEVICE
    • services 0 Disc
    • console 1 Conn
    • >rdp-tcp#0 rlowe 2 Active rdpwd
    • ica-tcp 65536 Listen
    • rdp-tcp 65537 Listen
  • b. You can view the same information using "Terminal Services Manager" from the server

• • A COMMON CONNECTIVITY ERROR IS: "Cannot connect to the Citrix server. There is no route to the specified subnet address."
    • a. Determine which server is the master ICA browser
      • i. From a command prompt on one of the Citrix servers run "QFARM" to determine which server is the Master Browser. It will have a "D" next to the address. Test connectivity to this server using the methods described above.
    • Example output from QFARM from IADCALYPCA01P
    • C:\Users\rlowe>qfarm
    • Server Transport Network Address
    • -------------------- --------- --------------------
    • IADCALYPCA01P* TCP/IP 10.102.90.21
    • IADCALYPCA02P TCP/IP 10.102.90.22
    • IADCALYPCA03P TCP/IP 10.102.90.23 D
    • IADCALYPCA04P TCP/IP 10.102.90.25

• • In a typical Web Interface and Citrix server installation some logs can also offer additional insight to connectivity issues.
    • a. For Citrix 64bit servers that are also ticketing servers logs will be in "C:\Program Files (x86)\Citrix\logs"
    • b. For Citrix 64bit servers using XTE, the XTE logs will be in "C:\Program Files (x86)\Citrix\XTE\logs"
    • c. For Citrix 64bit Secure Gateway servers the logs can be found at "C:\Program Files (x86)\Citrix\Secure Gateway\logs"
    • d. If Citrix Helath Monitoring is enabled and configured those entries will be in the system event and application logs on the Citrix servers.
  • Some Citrix articles on troubleshooting:
    • a. Generic Troubleshooting guide: http://support.citrix.com/servlet/KbServlet/download/6571-102-649661/BTG_Final_1028.pdf
    • b. Some troubleshooting tools: BE CAREFUL! http://support.citrix.com/article/CTX107572
    • c. Find where Citrix datastore is located: http://support.citrix.com/article/CTX105257
    • d. Installing XenApp 6.0; http://maxwindows.wordpress.com/2011/05/28/xenapp6/