Citrix Systems 9000 Series manual Incorrect OS Version

Page 58

Troubleshooting the SSL VPN Client

Codes Message

Explanation

Action

2013

"Failed to parse

The plug-in failed to parse

 

forward proxy

the Internet Explorer or

 

setting."

Firefox forward proxy

 

 

setting.

Correct the Internet Explorer configuration under Tools -> Internet Options -> Connections ' LAN Settings. Ensure that the correct configuration is in place. If using Firefox, check Firefox forward proxy settings and ensure it is correctly configured.

2014 “Need to stop software "XYZ"“

OR

"Incorrect OS Version"

The client security check detected that a disallowed software process is running, or that the OS required by the SSL VPN administrator is not installed. In the error message, the actual name of the detected software is displayed in place of 'XYZ'.

Stop the detected software process before logging in to the SSL VPN again. If the message is "Incorrect OS version", login from an OS that is permitted by the SSL VPN administrator.

2015

"Login exceeds

The number of users

Contact the SSL VPN

 

maximum

permitted by the license is

administrator.

 

allowed users”

exceeded.

 

 

 

 

 

2016

"SSL VPN

The connectivity between

None

 

server is not

the client and the gateway

 

 

reachable.”

is disrupted. This could be a

 

 

 

temporary glitch and the

 

 

 

client will keep polling the

 

gateway to check if it comes back up. Once the gateway is back up, this error will not be displayed anymore.

5-8

SSL VPN User’s Guide

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Contents SSL VPN User’s Guide for the Windows Platform Page Page Page Contents Troubleshooting the SSL VPN Client SSL VPN Overview SSL VPN ArchitectureSSL VPN Overview Getting Started Using the SSL VPN Browser Plug-inSystem Requirements 1Security Alert window 2SSL VPN Login 5Browser plug-in being loaded 6Session window with the portal page in the background Using the SSL VPN Agent 7Download prompt8The Security Alert window 9SSL VPN Login 10Download Terminating the SSL VPN Session 12 PortalTerminating the Session for the Agent 13Confirmation message box16 Exit message Terminating the Session for the Browser Plug-in Understanding the Cleanup ProcessUnderstanding the Data Sets 18 List pane Passwords and autocomplete data stored by browser Client authentication certificateApplications that have accessed Sslvpn services NetScaler agent and activex browser plug-inCleanup Logs Cleanup LevelBrowser cache cookies and temporary files Using the SSL VPN Portal PortalPing Pane Using Portal ToolsHome Bookmarks PaneRemove a bookmark 3Add BookmarkFile Transfer 4Remove bookmarkTop Panel 5File TransferLeft Panel Left panel Right PanelTo log on to a file server Right panel To download a file from a remote serverTo upload a file to the remote server ThemesTo remove a folder, subfolder, or file Selecting a theme for the SSL VPN session Customizing your theme9Customize your theme Configuring Login Settings Configuring the SSL VPN ClientUsing Native Login 1Gateway Enterprise Edition dialog box Configuring Native Login 3Configuration dialog boxClick the Options tab. The Options pane is displayed Setting the SSL VPN Gateway 6Citrix Access Gateway Options dialog boxConfiguring Proxy Settings Configuring Security SettingsConfiguring a Secondary Password Configuring Interception Settings Configuring Split Tunneling8List of IP addresses, ports, and applications Configuring Split DNS Managing Domain Conflicts 9Domain conflicts caused by identical domains Managing Network Conflicts 10List of networks on the remote intranetLocal LAN Access When Split Tunneling is Disabled 11Incorrect routing of traffic due to network conflictsConfiguring the SSL VPN Client Configuring the SSL VPN Client Troubleshooting the SSL VPN Client Debugging the SSL VPN ClientSSL VPN Session Error Codes Trace TabCodes Message Explanation Action Permissions in the Windows Login failed SSL Accounts, the plug-in must Incorrect OS Version VPN Compression Statistics Connection Logs 2Compression Tab3Connection log Why does SSL VPN not work with MS Windows 9x? FAQsDoes SSL VPN use a client side IP address? What should the client do when Windows crashes? Why does NetBios not access data on my computer?Uninstalling the SSL VPN Clients Uninstalling the Browser Plug-inFigure A-2Settings dialog box Uninstalling the Agent Figure A-3Downloaded Program Files folder

9000 Series specifications

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