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Citrix Remote Desktop - Can't reach file server

Posted on 2016-09-02
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Last Modified: 2016-09-21
I have a situation involving a user not being able to reach our file server from within a Citrix desktop which is a little perplexing but I'll try to be as clear as possible with details.

Let's take it from the top...

One of my user's came to me reporting that he could not use a shortcut that sits on the user's Citrix remote desktop nor could he use a shortcut in the Start Menu either. Other member of his team, however, use the shortcuts successfully. I come to find that both of these shortcuts point to the same file server. When this user attempts to use the shortcut, he gets an error message stating the the path could not be found. I tried to browse to that server and was not able to. I checked AD permissions to make sure they were on point. I checked the remote settings of the two servers and they were fine. In my efforts to troubleshoot and diagnose the issue, I did make one discovery:

So the user is using a company laptop  in which is goes into Citrix for. So I wanted to see if he could RDP into servers just to see if he could reach other machines using his account. The only two servers that came to mind that he would have the permissions to RDP into were XenApp servers. I attempted to RDP into the Xenapp server right from his desktop and it accepts his credentials but then when its about to start preparing his desktop, the RDP window closes suddenly. I tried the same thing from my computer using his credentials and got the same result.

At this point, I honestly don't know what to check for. I'm probably missing some steps that I did or areas I checked but any help that the community could provide is greatly appreciated!
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Question by:Jonathan DiVincenzo
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13 Comments
 
LVL 7

Expert Comment

by:Brian CTXSupport
ID: 41781711
What result do you get if you ping the file server from each workstation?  Where are the users geographically?  If you run IPCONFIG /ALL, what DNS settings are each getting?  It's unclear to me from your description if the user is trying to access the file server from their local machine or from a desktop published in Citrix.
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LVL 18

Expert Comment

by:Edward Pamias
ID: 41781736
I have a similar environment here at my office. I am not sure this will fix it, but did you try removing citrix receiver and reinstalling it?
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Author Comment

by:Jonathan DiVincenzo
ID: 41787933
What result do you get if you ping the file server from each workstation?  Where are the users geographically?  If you run IPCONFIG /ALL, what DNS settings are each getting?  It's unclear to me from your description if the user is trying to access the file server from their local machine or from a desktop published in Citrix

CMD is locked down from the remote desktop so ping is not an option. The user works from home outside of the office. They are using a company laptop to then login to Citrix through the web interface and then into a Citrix desktop


I have a similar environment here at my office. I am not sure this will fix it, but did you try removing citrix receiver and reinstalling it?

I upgraded the user's Citrix Receiver which uninstalls the user's old version of Citrix and installs the newest version. No dice.
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Author Comment

by:Jonathan DiVincenzo
ID: 41790103
Bump
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LVL 18

Expert Comment

by:Edward Pamias
ID: 41790120
Do you need to use a company laptop to get to the citrix farm? Can you use a personal machine?
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Author Comment

by:Jonathan DiVincenzo
ID: 41790126
Technically we don't have to but I would need to get approval for the user to access the network on a non-company machine which we generally prohibit due to security concerns.
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LVL 18

Expert Comment

by:Edward Pamias
ID: 41790224
I use a personal machine to access the citrix farm for my company. I don't see an issue with it. We have a keyfob that we use to get in.
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Author Comment

by:Jonathan DiVincenzo
ID: 41796704
Bump
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Author Comment

by:Jonathan DiVincenzo
ID: 41796717
Let me add what I've gotten from Citrix Support so far to add some more information:

Citrix Support wanted me to create a new OU with inheritence disabled and add the user's AD account to  that group to do testing. My rebuttal to that was questioning why this user would only be impacted in the OU he is currently in while the rest of his team in that same OU can hit the file server. They also provided me some KB article discussing a bug that occurs sometimes where having "Disable the Rub box from Start Menu" in Group Policy sometimes can sever file share connections.

I am very perplexed by this whole scenario. I have not seen anything like.
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LVL 7

Expert Comment

by:Brian CTXSupport
ID: 41796725
What permissions are set on the share and file level on the file server?
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Author Comment

by:Jonathan DiVincenzo
ID: 41796820
There is a Group OU that the user is a part of and it has Read/Write permissions. For troubleshooting purposes, I have added the user's AD account directly to the file share.  No change

Currently, the folder isn't an actual share. Users are just able to connect to connect to it through a shortcut in the Citrix desktop Start Menu. I'm making it a share now to see if I get any different results.
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Accepted Solution

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Jonathan DiVincenzo earned 0 total points
ID: 41802143
Issue has been resolved. It turns out that the link pointing to the file server was using a different server name than it's actual FQDN. Even though I was able to browse to the server using both names from my cmoputer, for some reason from within the Citrix Desktop only the FQDN worked. Once I provided a link using the FQDN, the user was able to access the file share again.

Thank you all so much for your efforts! ;)
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Author Closing Comment

by:Jonathan DiVincenzo
ID: 41808390
I discovered the solution in the midst of troubleshooting the issue
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