Citrix 3 weird connectivity issue

We have an End of Life installation of Citrix 3 that we can't upgrade yet. We are having a weird issue. Users in different locations in Tennessee cannot get their desktops to load. They will authenticate but not see icons. Users in Kentucky have no problem. KY can log on as TN users and get in with no problems.

I don't anticipate someone here figuring this out, necessarily, but can someone direct me to diagnostics or log files that might show timeouts, etc., for individual user sessions? Thanks for any help.

Servers are Windows Server 2008 and desktops are Windows 7.
jconklin-ansinc-netAsked:
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jconklin-ansinc-netAuthor Commented:
We ended up upgrading to XenApp 7.5 and stopped troubleshooting this particular issue. The good news is they're up and happy, but we didn't get to the bottom of this one.
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Dirk KotteSECommented:
don#t know "citrix 3"
i think you use XenApp 5?
do you have a central installation and users access this from different locations or do you have a distributed farm?
all users use the same webinterface?

the error is fixed to the TN location (and not the TN users)?
do you have a vpn between the locations?

What changes are made before the problems starting?
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jconklin-ansinc-netAuthor Commented:
Sorry taking so long to answer. It's a central installation. Users access from different locations. Users all log in from a Citrix icon, all configured the same. The error is not fixed to 1 location, that is the weird part- it doesn't work across the MPLS and it doesn't work for users at home or connected via wireless hot spot. But the same login credentials work fine from on the LAN. The users experiencing the trouble don't have a problem logging in, and the login script starts, but after that the screen shows no icons. Running Wireshark from the LAN I see TPKT protocol packets that is apparently related to the Citrix encapsulation. These packets seem to originate from the server. A capture from a TN machine never shows these packets.

I'm not aware of any changes made prior to this starting.
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Dirk KotteSECommented:
as i knew TPKT is not used by Citrix connections at any version.
Some other applications may use this protocol.
possible the problem users connect to a data-source or file-system using this protocoll and with connection-problems the session/desktop don't start completely.

do i understand you correct?
- the user is able to start the session but the screen keeps empty?
- "the screen shows no icons" do you publish the desktop or single apps?
- does the user see something (like START Button)?
- can you see the usersession within the TASKMANAGER at the server?
- see the user his session within the connection center?

only users from TN MPLS, TN WLAN, TN-Home-users get this problems?

which connection is made to TN?
- you have a WAN connection/VPN to TN?

if users from TN comes from the internet...
- use these users different entry than KY users? (are there more than one Webinterfaces/netscaler/CSG)
- use the the external users some kind of VPN (also netscaler ssl-vpn?)

enough questions ... if the logon/session starts a little bit you can enable logon debugging. possible there are hints:
http://support.microsoft.com/kb/109626/en

take a look to the eventlog, there should be some hints why the usersession don't start
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joharderCommented:
Your reference to Citrix encapsulation may be due to Session Reliability, which encapsulates user sessions within TCP port 2598.  Perhaps this port is blocked?

If you are not using SSL for your user connections (Secure Gateway, Access Gateway, etc.), then you likely have a port issue.  Your safest bet is to incorporate a gateway and SSL connection.
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jconklin-ansinc-netAuthor Commented:
The problem is no longer an issue because of the upgrade.
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