Symptoms
Hotfix SGE300W008 fails to install and displays Error: 1920 stating that the Secure Gateway service could not be restarted.
From the Secure Gateway Event Logs:
The Citrix service named Secure Gateway reported the following error:
>>> Cannot load C:/Program Files/Citrix/Secure Gateway/modules/mod_session.so into server: The specified module could not be found.
-And-
The Citrix service named Secure Gateway reported the following error:
>>> Syntax error on line 83 of C:/Program Files/Citrix/Secure Gateway/conf/httpd.conf:
Further, the Microsoft Installer (MSI) logs contain the following information:
Error 1920. Service 'Secure Gateway' (CtxSecGwy) failed to start. Verify that you have sufficient privileges to start system services.
MSI (s) (D8:88) [13:47:15:209]: Product: Citrix Hotfix SGE300W008 -- Error 1920. Service 'Secure Gateway' (CtxSecGwy) failed to start. Verify that you have sufficient privileges to start system services.
Cause
External causes may have moved a needed module from the Microsoft C Runtime Library (msvcr71.dll). This library, which provides standard C library functions such as printf and memcpy, is referenced before loading mod_session.so, which in turn is needed to start the service.
This can be observed from the Filemon logs just before loading mod_session.so where msvcr71.dll is missing:
02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\Program Files\Citrix\Secure Gateway\bin\MSVCR71.dll NOT FOUND Attributes: Error
83772 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\system32\MSVCR71.dll NOT FOUND Attributes: Error
83773 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\system\MSVCR71.dll NOT FOUND Attributes: Error
83774 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\MSVCR71.dll NOT FOUND Attributes: Error
83775 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\Program Files\Citrix\Secure Gateway\MSVCR71.dll NOT FOUND Attributes: Error
83776 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\system32\MSVCR71.dll NOT FOUND Attributes: Error
83777 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\MSVCR71.dll NOT FOUND Attributes: Error
83778 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\WINDOWS\System32\Wbem\MSVCR71.dll NOT FOUND Attributes: Error
83779 14:18:02 CtxSGSvc.exe:7640 QUERY INFORMATION C:\Program Files\Citrix\Secure Gateway\modules\mod_session.so SUCCESS Attributes: A
Resolution
Copying msvcr71.dll over on any of the paths above (preferably <root directory>\Program Files\Citrix\Secure Gateway\bin) fixes the issue.
