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Problems and error messages when using Athena

Problems and error messages when using Athena

  1. SSL error 61

    Solution Remove and reinstall the Citrix Receiver. You need administrator rights for this. Contact your system administrator if you can not install software on your PC yourself.

    To delete the existing client on Windows, you can download and run the following utility:
    Receiver Clean-Up Utility.
    Then you install the Citrix Receiver http://receiver.citrix.com

    SSL error 61 that only occurs when using Firefox::

    - Please clear your browser history and restart your browser. See: Clear browser data.
    - If you use BitDefender, right-click on the BitDefender icon (the "B" icon in system tray) and choose "Show". Click on "Settings" and click in the advanced interface on Privacy Control module and select the Antiphishing tab.
    - Disable Scan SSL.
    - Close this window and restart your computer.

    If the problem persists, you must remove and reinstall the Citrix Receiver as described above. Then you have to open an application once in Internet Explorer before using Firefox again.

    On Ubuntu: (see also: Official Ubuntu Documentation - CitrixICAClientHow To)

    To resolve the SSL error 61 provided by the Citrix client, enter the following commands: 

    sudo ln -s /usr/share/ca-certificates/mozilla/* /opt/Citrix/ICAClient/keystore/cacerts/
    sudo c_rehash /opt/Citrix/ICAClient/keystore/cacerts/

  2. Installation of the Citrix ICA-client

    • "Error 1303. You do not have permission to install software in the folder C:\Program Files\Citrix."
    • "Error 1401. Could not create key"
      You do not have administrator rights on your PC, due to which you are unable to install software. Contact your system manager to install the Citrix ICA-client.

    3. Athena doesn't work with Internet Explorer 11

    Athena can't be used out of the box with Internet Explorer 11 (IE11). New security features in IE11 prevent the detection of your Citrix Client and the Athena webpage isn't rendered correctly. Please use the following fix until a newer Citrix Client is released.

    Solution
    • Start an elevated command prompt by following these steps
      • For Windows 7
        • Click on Start / All Programs / Accessories
        • Right click on Command Prompt
        • Choose "Run as administrator"
      • For Windows 8.1
        • Click on the Start button
        • Type cmd. On the right you'll see a Command Prompt in the search results
        • Right click on Command Prompt
        • Choose "Run as administrator"
    • Execute the following commands in the elevated command prompt 
      reg add "HKLM\SOFTWARE\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList" /v "athena.ugent.be" /t REG_SZ /d "athena.ugent.be" /f
    • Restart your browser en surf to Athena

    Opening the Athena webpage

    Opening the Athena webpage, the following message appears:
    "You do not have the MetaFrame Presentation Server Client (Plug-in) for 32-bit Windows installed on your system."

    To be able to start an application, you need to install the "Citrix ICA Client" on your system. Click the link under the message and follow the installation procedure.

    NOTE THIS: Firefox does not detect if the Citrix ICA-client is presently installed. If you use firefox, you'll keep on seeing the above message after the installation of the Citrix ICA-client. Regardless this warning, the applications on Athena can be opened.

    Logging on to Athena

    When logging on, this error appears:

    ERROR: Cannot connect to the Citrix MetaFrame server - Proxy connection failed

    ERROR: Cannot connect to the Citrix MetaFrame server - no Citrix MetaFrame server configured

    ERROR: Cannot connect to the Citrix MetaFrame server. There is no Citrix MetaFrame server configured on the specified address.

    A firewall is blocking the outging connection from the computer to the server. Contact your system administrator. Connections from the client computer with our Athena servers on TCP-ports 80 (HTTP), 443 (HTTPS) and 1494 (Citrix ICA Protocol) have to be allowed. Our servers are only in subnet 157.193.49 (255.255.255.0).
    Remark: To use Athena no ports have to be opened towards the client. Most firewalls don't have to be altered, only firewalls blocking outgoing connections.

    Homedrive is not available

    Your homedrive \\server\username (H:) is not available. Some features will not work...

    home-drive

    At the login, the H-drive could not be connected.

    Try again in a few minutes. If the problem persists, contact the helpdesk.

    ICA file not found - Internet Explorer's Cache is full

    Internet Explorer's Cache is full.

    Open Internet Explorer / Tools / Internet-options / Tab General
    Click: "Delete files..."
    Cache is clearing now, this might take a while.
    The possibility exists to delete the temporary internet files automatically, when closing Internet Explorer.
    Open the tab "Advanced" in the previously mentioned dialog box.
    Select: "Empty Temporary Internet Files folder when browser is closed"

    ICA file not found - Access to the specified device, path or file is denied

    Access to the specified device, path or file is denied

    "...launch[1.ica" is not a valid win32 application"

    Clicking an icon, Word (or an other application) opens a file "launch.ica"

    Access to the specified device, path or file is denied

    - "Access to the specified device, path or file is denied"
    - "...launch[1.ica" not a valid win32 application"
    - Clicking an icon, Word (or an other application) opens a file "launch.ica"
    Files extended with .ica are not linked to the Citrix ICA-client.
    Check if the Citrix ICA-client is installed, see How to use Athena?
    If necessary, reinstall the Citrix ICA-client.
    If this doesn't solve the problem, or if you chose to adapt this manually, follow these steps:
    Doubleclick 'My Computer'
    Choose: Tools - Folder Options - File Types
    Select the extension "ICA"
    Choose: Change... - Browse...
    Select the file: C:\Program Files\Citrix\ICA Client\wfica32.exe
    Ok and Close.

    Van Dale Nederlands-Nederlands or Van Dale Synoniemen doesn't start.

    Van Dale Nederlands-Nederlands or Van Dale Synoniemen doesn't start.

    Check what the standard printer is on your PC. Be sure a physical printer is set as standard printer.
    This can be a local or network printer, but not an "Image Writer".
    This problem is further looked into.

    Message window appears

    Every time you launch an Athena application the next window appears, even if you enable "Never ask me again".

    full access

    You don't have any administrator rights, which means you can not make this setting persistent. Contact your system administrator for this. Your system administrator needs to log in on your computer as administrator. Next, you start an application using Athena. When the window "Client File Security" apears, again enable "Never ask me again". This setting will be kept persistent now.
    An other option is to create a text file:
    C:\WINDOWS\webica.ini
    With as content:

    [Access]
    GlobalSecurityAccess=405
    [PDAInput]
    GlobalSecurityAccess=813
    [TWNInput]
    GlobalSecurityAccess=821
    [AudioInput]
    GlobalSecurityAccess=804
    Remark: We most certainly do not recommend to always log in to your computer as administrator.

    An error has occurred while trying to launch the application

    An error has occurred while trying to launch the application. Please contact your administrator. Log ID: ...
    You use Safari 2.0 on MacOS X ...

    You use Safari 2.0 on MacOS X. Due to the strictsecurity settings in Safari 2.0 it is not possible to opten the applications on Athena.
    The only solution is to use Firefox as browser to open the applications on Athena.
    Firefox can be downloaded from http://www.mozilla.org/products/firefox. Installation is fairly simple.

    SSL error when starting an application on Linux

    An SSL error occurs when starting an application on Linux

    Solution See paragraph "Trust Athena(X) certificates" on the installing ICA-client for Linux page.

    Access to local disks

    When opening an application, e.g. SPSS the error message "C:\ is not accessible" appears.

    In the system tray at the bottom right, you have to open the 'Program neighbourhood connection center' and in 'File security' you have to give 'full access'.

    In applications on Athena I can only access the local C-drive and not the other drives on my PC.

    At the startup of applications on Athena only the C-drive is connected.
    To use files on another local drive you need to copy them first to the C-drive.
    Connecting all drives would tremendously slow down logging in and could lead to conflicts with network drives.
    Furthermore, we strongly advise to store important files on network drives.
    It is possible to connect other network drives at the startup of Athena, next to the H-drive.
    This can be shared folders on the central file servers of DICT or on file servers owned by a faculty or faculty department.

    More information on adding extra network drives can be found under Save or open files

    If you need access to the other drives of your PC, there is a workaround solution for this.

    A subfolder of the C-drive can point to e.g. the D-drive:
    Log on to your PC with an account which has administrator rights.
    Create a new folder under the C-drive, e.g.: C:\Drives\D (this folder needs to be empty).
    Go to Start / Settings / Control Panel / Administrative Tools / Computer management
    Select "Disk Management"
    At the bottom, click right on a certain partition, or CD-rom drive, e.g. the D-drive.
    Choose "Change drive letter and paths" / "Add" / Browse
    Browse e.g. to C:\Drives\D + OK
    In the folder C:\Drives\D, now the content of the D-drive can be seen, and this folder can be opened from within applications on Athena.

    On Linux: Proxy connection failed

    On a Linux client, when opening an application on Athena, the following message appears

  3. Proxy connection failed: Internal error during proxy evaluation.

    Install the latest version of the Citrix ICA-client (version 9.0) The client can be downloaded from the help page "How to use"

    As an alternative:
    Install, from the installation-cd, the rpm of Mozilla 1.7.3. and restart Mozilla nextly. Now opening applications in Athena should work: Aswell in Mozilla, Firefox or Konqueror. In other words: Athena can be used in Firefox on Linux clients, but Mozilla or Netscape must be installed.


  4. I can not access the local drive of my Linux-client.

    Start the ICA-client configuration tool:
    /usr/lib/ICAClient/wfcmgr
    In the menu go to Tools/Settings.
    In the drop-down menu, choose "Drive Mapping"
    Next to the C:, enter the folder on the local drive that needs to be mounted as C-drive
    e.g.:C:/home/username
    At the right of this, choose the "Enable"-button and choose "OK".


    The Citrix ICA client is installed but opening an application on Athena fails.

    If you enter "about:plugins" in the address bar of Firefox, you can see that the Citrix ICA-client plugin is installed. Click an application icon in the Athena webpage and download the .ica file to the local hard drive. This .ica file can be passed as a parameter to the ICA-client, e.g.: /usr/lib/ICAClient/wfica launch.ica. The application should now start up.

    Something seems to be wrong with the ICA-client plugin in Firefox.
    Move this file to another location:/usr/lib/mozilla-firefox/plugins/npica.so
    In fact, you don't need the ICA-client in Firefox.
    Next, click an application icon in the Athena webpage.
    Firefox will ask what to do with this ICA-file.
    Mark that Firefox should open this file with /usr/lib/ICAClient/wfica.

    Printing from an application on Athena does not work

    The printed documents are printed very slowly or partially.

    Check if you have the latest ICA-client installed on your computer. Under How to use?,
    it is explained how you should know what your current version of the Citrix ICA-client is, and how to update it.

    Other problems

    If you can't find a solution to your problem on this page, contact the helpdesk.
    On the Citrix support site, a lot of information can be found concerning a large number of problems http://support.citrix.com.

    No Single Sign-On after ICA client reinstall (via Athena)

    After an ICA client reinstall (via Athena), Single Sign-On (SSO) no longer works on PCs in the Active Directory domain UGent.be .

    You can repair this bij running the following msi (SSONWrapper.msi) on these PCs. Following this installation a reboot is required.
    If the procedure does not work, a complete reinstall (rollout) is required.

    Cut and paste between applications

    There is normally no problem to cut and paste between applications running locally (= on your computer) and applications running on Athena (= central servers). In exceptional cases, it may fail. Cut and paste between different servers in the Citrix Connection Center can sometimes go wrong. For more information read: The Citrix Connection Center

    If cut and paste between applications does not work (properly), it usually suffices to restart your computer.

    Using the Java client and Google Chrome

    At Ghent University we use the "ICA client" or "Citrix Receiver Application" as Citrix client program.
    We do not support the Java client.

    Many problems can be solved by installing the latest version of the Citrix client program. How to do this, is explained in How to use Athena?

    Launching Athena in Google Chrome is not supported by the UGent helpdesk. Chrome automatically starts the Java client. When using this client cut and paste between applications will not works properly. You will see no (active) Citrix Receiver icon in the lower right taskbar.
    A pop-up asking you to install the most recent version of the Java client may appear. Doing this will NOT resolve the issues.

    We recommend that you use Internet Explorer as your browser or Firefox.