Citrix access gateway disconnects

We have 3 remote users who are using WYSE Thin Client.  They are coming in VPN via Comcast to a Citrix Access Gateway.  The version that we are using on the CAG is the Standard version with firmware 4.5.8 Build 19.  We publish XenApp to the Remote Users and at a certain time it freezes.  It freezes about the same time  every day but the network connection is still working.  I’ve done a ping test to multiple servers when this event occurs.  All Citrix Apps that we publish gets frozen.  Now the only thing that doesn’t happen is that our internal users at the office do not get affected by this.  They all seem to work fine.
pmathisAsked:
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Dirk KotteSECommented:
some questions first ...
- only the 3 remote users are affected?
- all at the same time?
- all apps from all servers (if you use ore than one)?
- every day the same time?
- are the remote users able to reestablish the session immediately ... or after a large time  
- do you use Thin Client at your LAN? Affected?
- do you try to use a windows-fat-client at the remote location?
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pmathisAuthor Commented:
- only the 3 remote users are affected?
Yes
- all at the same time?
Yes
- all apps from all servers (if you use ore than one)?
Yes

- every day the same time?
Yes
- are the remote users able to reestablish the session immediately ... or after a large time  
No they need to reboot their machines
- do you use Thin Client at your LAN? Affected?
Yes, No
- do you try to use a windows-fat-client at the remote location?
No
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Dirk KotteSECommented:
looks like a client side problem.
if the netscaler drops your session you should be able to reconnect without booting the client.
first i would try using a windows-client from outside, to check if the error occurs then also.
if the problems affects the thinclients only you can take a look why ...
... possible the thinclient try to connect to the config/firmware-server
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pmathisAuthor Commented:
We tried the windows-client and it also freezes at the same time as the other.
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Dirk KotteSECommented:
ok,
server running internally without problems, different external clients become the same problem, the error should occur between this points.
there is the Netscaler, VPN, Firewall, provider.

The version from Netscaler is fairly aged, i think there are no changes at the last time ...?
When does the problem starting?
Are there other changes at this time?

Do you see sessions / session drops before and after the problem occurs within the NS GUI?
(i think there should be a session list)
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pmathisAuthor Commented:
1.      No other changes on the CAG.  No changes to the firewall or VPN.
2.      No changes on the network except the switch that the CAG is plugged into.
3.      The problem started about 3-4 weeks ago.  All of the sudden.
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Dirk KotteSECommented:
- if you build another session to the netscaler (management GUI or SSH), is these session terminated also?
- is the external windows client unable to reconnect also?
- after rebooting the external clients are they able to reconnect to a broken session or is there a new session every time
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pmathisAuthor Commented:
Yes, Yes, New session
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Dirk KotteSECommented:
wow!
all sessions (also management sessions not using the vserver) are lost.
Seems your CAG drops all sessions or the CAG is rebooted or a third party device reset the sessions (IPS/Firewall).
Would suggest to check the the CAG logfiles and go to deeper debugging with the CAG.
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Dirk KotteSECommented:
last changes before the problem begins?

don't know if this works with CAG also (IT is from netscaler)...
try "show techsupport" at the CAG prompt
if the script creates a support-package upload these file to HTTPS://taas.citrix.com
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pmathisAuthor Commented:
Unfortunately we no longer have support from Citrix.  But I appreciate your assistance on this issue and therefore will accept this last comment as a solution.

Thanks
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Dirk KotteSECommented:
OK, thanks.
If you wish, you can send me the support-package (or i send you an upload-link, if file is too big) and i will upload the file with my partner account to Citrix.
Possible there are hints.
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