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Symptoms or Error

When launching an application through Secure Gateway, the following error is displayed:
'Cannot connect to the Citrix XenApp server. The Citrix SSL server you have selected is not accepting connections'

Solution

Important! This article is intended for use by System Administrators. If you are experiencing this issue and you are not a System Administrator, contact your organization’s Help Desk for assistance and refer them to this article.

Complete the following steps to troubleshoot this issue:

  1. Verify that ports 8080, 1494, 80, 2598, 443 or any other manually assigned ports are open from the Secure Gateway to each XenApp server. To verify, run a telnet from the Secure Gateway to each XenApp server on the ports in question.

  2. Ensure that the latest version of Receiver is installed.

  3. Ensure that the Secure Ticket Authority (STA) on the Web Interface and Secure Gateway match and also ensure that the sequence of STA matches.

  4. Ensure that there is no certificate trust issues.

  5. Ensure that the certificate chain is complete.

  6. If the certificate is not issued by a Certificate Authority and is self-signed then ensure that the root certificate is imported to Web Interface.

  7. If you are using Internet Explorer then, add the website to the compatibility view list and also under trusted websites.

Refer to the Additional Resources section of this article for more information.

Additional Resources

  • CTX101810 - Communication Ports Used by Citrix Technologies

  • Citrix Documentation - Configuring the Secure Gateway or Secure Gateway Proxy

Applicable Products

  • XenApp
  • NetScaler Gateway

Symptoms or Error

The following error is displayed when launching an application through NetScaler Gateway:
'Unable to launch your application. Contact your help desk with the following information. Cannot connect to the Citrix XenApp server: SSL Error 38. The proxy denied access to STAXXXXXXXXXXXXXX port 1494.'

Solution

Issue with Installation or Imaging of XenApp Server

You receive the following error when trying to start the published applications:
“Error could not connect to Application.”

Disabling Session Reliability results in the following error:
“SSL Error 38: This proxy denied access to STAXXXXXXXXXXXXXX port 1494'

When you examine the Published Applications, under the NetScaler Gateway Virtual Server, you see identical identifiers:

Complete one of the following methods to resolve the issue:

  • Use the tool available in CTX116063 - XenAppPrep Integration Utility for XenApp and Provisioning Services. This tool acts as the SysPrep tool from Microsoft.
  • Use the updated Server Configuration Tool during the resealing process. The tool creates a unique STA ID in the CtxSta.config, using the MAC address. For more information refer to Citrix Documentation - Preparing for XenApp 6 Imaging and Provisioning.
    Note: The Secure Ticket Authority (STA) Identifier can be seen in the Program Files(x86)CitrixSystem32CtxSta.config file, under the UID=STAFB06C8EF82.
  • Manually modify the identifier and restart the Citrix XML Service.

This issue can be caused because of problem in the installation or imaging of the XenApp Server.

XML Broker Waiting for Shutdown Reason

One of the XML brokers had been shut down and was waiting for input as to the reason for the shutdown. After the reason for restarting the server was entered, applications were able to be launched.

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Verify if NetScaler Gateway has Insufficient User Licenses

If this error occurs while attempting to open a published application, verify the following:

  • The appliance has sufficient NetScaler Gateway Users licenses.

  • The maximum number of users are adjusted to match the number of licenses.

To troubleshoot further, complete the following steps:
  1. After SSL Error 38 appears, log on to the appliance using a secure shell (SSH).
  2. Run the following command to launch an opened application until you receive an SSL Error 38 again:
    nsconmsg -d stats grep ica_license_failure
  3. When the error appears run the following command again:
    nsconmsg -d stats grep ica_license_failure
  4. If the counter increased, then the error is indeed caused by license allocation.

STA Servers Configured Does Not Match on NetScaler Gateway and StoreFront

The STA servers defined on NetScaler Gateway should match those configured on the Web Interface/StoreFront. This includes matching a machine name versus the Fully Qualified Domain Name (FQDN).

Issues with Domain Name System (DNS) Name Resolution

Citrix cannot connect to server mac catalina

This issue can occur because of problems with Domain Name System (DNS) name resolution. When launching an application, the NetScaler Gateway appliance uses the method specified in the WebInterface.conf file for name resolution. The Web Interface generates the ICA file. If the WebInterface.conf file is set to dns-port and DNS resolution is not possible, either because no DNS server is specified in NetScaler Gateway configuration or the appliance being in a DMZ where no DNS server is reachable, then the launch of the application fails with the preceding error message.

Complete the following steps to resolve this issue:

  1. The first option to resolve this issue is to specify a DNS server in the NetScaler Gateway appliance within the Name Servers pane as shown in the following screen shot:

  2. The second option is to edit the WebInterface.conf file on the Web Interface server for that site, to resolve through ipv4-port rather than dns-port. The default location of the WebInterface.conf file is C:inetpubwwwrootCitrixsitenameconf. Replace the sitename with the name of your site; the default sitename for a Web site on Web Interface is /Citrix/Xenapp. The following screenshots are sample screenshots of the WebInterface.conf file:

    Before

    After

    Restart the IIS Web Server after saving the WebInterface.conf file.

Double Hop Configuration Issue

The SSL error 38 appears while launching published applications through a double hop configuration of the NetScaler Gateway appliance.

To resolve the preceding issue, create static host records on the DMZ1. On the XenApp farm Properties dialog box, complete the following tasks:

  1. Navigate to the XenApp Server node and click the General node.
  2. In the Citrix XML Service section clear the XML Service DNS address resolution option.
    This option enables remote connections to work as normal.

This issue occurs because the client is not receiving the FQDN supplied by the XML Service on the XenApp Server. In other words, the NetScaler appliance in DMZ1 was not able to perform a DNS look-up for the FQDN generated by the XML Service, which is behind DMZ2.

Appropriate Ports Not Open

  1. Create services on the NetScaler > Traffic Management using TCP port 1494 to verify communication between XenApp servers and SNIP.
  2. If you have Session Reliability enabled create services on 2598 as well. Confirm this in StoreFront > Manage NetScaler Gateways > Edit > Secure Ticket Authority > Enable Session Reliability. If this is checked, then port 2598 should be open too.

Additional Resources