Citrix Receiver on the Internal Network fails to connect to a Store when Remote Access enabled
Article ID: CTX209563
Updated On:
Description
This article is intended for Citrix administrators and technical teams only.
Non-admin users must contact their company’s Help Desk/IT support team and can refer to CTX297149 for more information.
Under certain circumstances, while trying to access from a client in the internal network to a StoreFront Store configured for Remote Access, the Receiver may fail to connect with the message: "Your apps are not available at this time. Please try again in few minutes or contact the help desk with this information: Cannot Contact <StoreName>"
If the administrator disable Remote Access for the same store, the Receiver can connect without any issue
Ping to the beacon is ok
The Address for the Internal Beacon cannot be resolved from OUTSIDE
Resolution
The Internal Beacon FQDN must be configured to any reliable internal webserver available using an address that cannot be resolved on internet.
If the Receiver is unable to resolve and receive a reply from the Internal Beacon, it will evaluate that the client device must not be on the defined Internal network and therefore will attempt to access the resources using an External Connection (i.e. via the NetScaler Gateway).
If the Receiver is not permitted to reach the NetScaler Gateway from it's current location, the connection will fail and the defined error will be returned.
Problem Cause
When Remote Access is enabled, StoreFront will use the Beacons technology to determine whether the Receiver is attempting to access the resource from within the Internal Network or from outside the defined corporate network on an External network.If the Receiver is unable to resolve and receive a reply from the Internal Beacon, it will evaluate that the client device must not be on the defined Internal network and therefore will attempt to access the resources using an External Connection (i.e. via the NetScaler Gateway).
If the Receiver is not permitted to reach the NetScaler Gateway from it's current location, the connection will fail and the defined error will be returned.
Issue/Introduction
Users report that StoreFront resources become inaccessible if Remote Access is enabled on the StoreFront. An Error may be received "Your apps are not available at this time. Please try again in few minutes or contact the help desk with this information: Cannot Contact "
Additional Information
For more information about correctly configuring Beacons and Enabling Remote Access on StoreFront, please refer to Citrix Docs
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