1) What if I see a error dialog “Application removed or disabled on server. Please try again later or try another account.”

You see the above error message when Application on XenApp server is either disabled or removed from hosting. Please refresh your “App” list screen by Menu -> Refresh Apps to see the new list of apps hosted for you by your administrator.

2) What if I see a error dialog “Please enable mobile data services and a network connection before connecting to Receiver”

You see this error message in below cases

i) When you accidentally turned off the Mobile Data Services(Network Options -> Data Services) settings on device.

ii) When your device is not able to reach your BlackBerry Enterprise Server/MDS using carrier or Wi-Fi network.

iii) You may not have proper data plan.

in case “i”, Turn on the MDS setting on your device if you it is turned off .

in case ‘ii’ Please wait for some time and try to log on to your account or launch an application.

in case ‘iii’ please contact your service provider and activate data plan.

3) Please connect to a Wi-Fi or mobile network before connecting to Receiver.

You see this error message in below cases

i) When you accidentally turned off the Mobile Data Services(Network Options -> Mobile Network & Wi-Fi) settings on device.

ii) Both the services may be temporarily unavailable i.e you may be in travelling by Air, out of coverage are.

in case ‘i’, turn on both the networks and try log on.

in case ‘ii’ please wait till you enter in to coverage area.

4) The username and password you entered for the account are not valid for the Citrix Access Gateway. Please contact your help desk.

Please check credentials you entered when logging on to your Access Gateway account, likely user mistakes could be you may enter wrong special characters if your password have. Your RSA SecurID Pin may have alphanumeric and numeric may be wrongly typed.

5) Citrix Access Gateway cannot authenticate you. Please check your network connection and account settings.

Please check credentials you entered when logging on to your Access Gateway account, likely user mistakes could be, you may enter wrong special characters if your password have. You RSA SecurID Pin may have alphanumeric and numeric may be wrongly typed. Also please check if Gateway type and Authentication type are properly specified.

6) Enter a valid server address and make sure PNAgent is configured on it. Please contact your help desk for more help.

Please check the server URL you specified while adding an account is correct. The error is because of incorrectly specified server address or no PNagent site was not created on Web Interface server. For Citrix Receiver to work PNAgent site or XA services site has to be configured on WI server.

7) Enter valid Access Gateway configurations. Please contact your help desk for more help.

Please check the Access gateway settings like gateway type and authentication type and try log on again. This error is because of wrongly specifying either gateway type or authentication type.

8 ) Unable to reach server. If you are on BES then it may be blocking socket connection to port 1494.

The error is because of Citrix Receiver is not able to establish an ICA connection. Enumeration may happen successfully but launching apps may fail. This is because, either BES is not allowing ICA traffic, or port 1494 is blocked on BES or corporate firewall. Other reason could be BES may not able to resolve the XenApp server domain name.

9) Unable to reach server. Disconnecting…

This error is usually seen with in the session when network connection is lost while in session, this error results. Check your network status and try launching the app again.

10) Your credentials are incorrect. Please verify your account username, password, and domain.

Please check credentials you entered when logging on to your XenApp account, likely user mistakes could be you may enter wrong special characters if your password have. This error is usually seen when connecting to XenApp server through BES/MDS.

11) Your account has been locked. Please contact your help desk.

When you try log on to your account and you log on fails consecutively for three times because of entering wrong credentials, your account will be locked on domain controller. Please contact your domain admin to resolve this issue.

12) The server is currently not accepting requests for applications. Please contact your help desk..

XenApp server is currently busy with processing other remote connections. Please wait for some time and try again later. This is because load on server could be high such that server is not able to cater the new requests. This is server error. You could find this error often on Citrix Demo cloud. Please wait for some time and try launching apps, launch will be successful.

13) Server cannot be reached because APN is incorrect.Please configure the APN settings (in TCP IP options) for direct TCP IP, as directed by your carrier.

When you try to from a device not registered to BES, there are more likely chances to see this error. Devices has to be configured with APN settings to connect to XA/AG server from device when devices are not registered to BES. These APN settings may be either configured by your service provider by pushing service books when data plan is activated on your device. In some cases APN has to be manually configured, in such cases please call to customer care of your carrier service provider and configure APN settings according to your carrier instructions.

14) I am able to browse internet from my device but not able to access Demo cloud or XenApp servers in my enterprise network.

BlackBerry provides different transport mechanisms to browse internet, your device may be using one of the BES/MDS, TCP Wi-Fi, TCP Cellular, WAP, WAP2, BIS to connect to internet. You don’t need any explicit settings when your device is connecting to inter using BES/MDS, BIS, WAP, WAP2. But Citrix receiver uses only BES/MDS & TCP Wi-Fi, TCP Cellular. BES/MDS don’t need extra configurations when device is registered to BES. TCP Wi-Fi & TCP Cellular needs APN settings to be configured. To configured APN settings please call to customer care of your carrier service provider and configure according to your carrier instructions.

When you were able to connect to internet and Citrix Receiver is failing to log on to XA server, it may because your browser is using WAP or WAP2 or BIS. Since may be device is not registered to BES and APN settings were not configured, log on by Citrix Receiver is failing.

15) I am not able to change/set permissions to Citrix Receiver app.

The problem could be either your BES admin has restricted you to do so, please contact your BES admin to configure respective permissions for the App. If BES policies are not restricting you, please contact your service provider.

Glossary:

WI : Web-Interface

XA : XenApp

BES : BlackBerry Enterprise Server

MDS : Mobile Data Service

APN : Access Point Name

WAP : Wireless Application Protocol

BIS : BlackBerry Internet Services

AG : Citrix Access Gateway

PNAgent/XenApp services site : PNAgent site or XenApp Services site that can configured on Web Interface server.