In order to determine an issue with Citrix Gateway connector (formerly known as XNC), we would need to enable debug logging

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Instructions

This setting can be configured manually by performing the following steps:

   On the Citrix Gateway connector Server, open the file named “nlog.config” located at:
   C:\Program Files\Citrix\Citrix Gateway connector

   Scroll down to the section named “<rules>” and change the parameter “minlevel” according to the logging level required: (By Default it is set to “Info” Level)
     <rules >
           <logger name=“*” writeTo=“file” minlevel=“Debug” />
       </rules>

   Save the file.

Process to enable debug logging for Citrix Gateway Connector (XNC)