Common N Series Troubleshooting Best Practices

Common N Series Troubleshooting Best Practices


This article is for customers with Nseries NComputing endpoints in their Citrix environment



N Series Troubleshooting best practices:

1.       What firmware version is on the NComputing devices you are using?

2.       What version of Citrix are you connecting to?

3.       How are you attempting to connect to your Citrix environment?

a.       Storefront?

                                                               i.      “Configure as a store” must be checked under the Citrix tab, on the device and they must use the complete storefront URL 

b.       Receiver for web?

                                                               i.      “Use Citrix Access Gateway” must be checked and they must use the complete URL

c.      Legacy XenApp Services site?

                                                               i.      Uncheck all boxes under Citrix URL and use complete PNAgent URL, ends with /PNAgent/config.xml

4.       What is your URL?

a.       If its HTTP, you don’t have to worry about certificates

b.       If its HTTPS, need to make sure the current & correct certificates are loaded:

                                                               i.      https://support.ncomputing.com/portal/helpcenter/articles/n-series-unknown-error-please-review

5.       What error message are you getting?

a.       Unknown Error: (check cert type and URL)

                                                               i.      Check that you have the complete and correct Citrix URL and correct certificates in PEM format on the N Series device
https://support.ncomputing.com/portal/helpcenter/articles/n-series-unknown-error-please-review

                                                             ii.      If connecting through a NetScaler, SSL offloading must be enabled on your Netscaler

b.       Certificate of your access gateway cannot be verified.
https://support.ncomputing.com/portal/helpcenter/articles/n-series-unknown-error-please-review

                                                               i.      Verify the correct certificates are installed on the N500 and in the PEM format.

                                                             ii.      If connecting through a Netscaler, SSL offloading must be enabled on your Netscaler

c.       PNA Error:
https://support.ncomputing.com/portal/helpcenter/articles/n-series-unknown-error-please-review (see bottom of article for default URLs)

                                                              i.      If connecting through a Netscaler, SSL offloading must be enabled on your Netscaler

                                                             ii.      Verify you are using the complete PNAgent site, ending with config.xml

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