Run effective basic troubleshooting for login or access issues through web browsers

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Instructions

From the main device the issue is seen on:

1. Reproduce the issue with the main browser in use
2. Create a new Private Browsing tab from the same browser (Ctrl+Shift+N in Chrome and Edge , Ctrl+Shift+P in Firefox), and try again
3. Create a fresh browser window, and create new fresh Private Browsing tab from that new Window, and try again
4. Change to a different browser, and repeat the same steps
5. Open the Developer Tools on the last browser (Usually with the F12 function key), and select the Network tab. From the network tab, tick the "Disable cache" checkbox to ensure no cache is in use, then refresh and reproduce the issue

Switch to a different device (for example, a phone or a laptop on the same network), and repeat the previous steps.
If the issue is still occuring, switch networks on the device you are using:

• If a company VPN is in use, disconnect from the VPN, and run the previous steps
• If your device has access to both LAN network and Wi-Fi network, switch to the one not currently in use and reproduce the previous steps
• If your device has access to cellular data (4G, 5G), switch to the cellular data network and reproduce the previous steps
• If you have access to a device on a different network (for example Home Network opposed to Company Network), reproduce the previous steps on the device

If none of those steps are successful, the collection of a HAR log file is recommended. Refer to https://support.citrix.com/article/CTX275204/creating-a-har-file-from-your-browser-to-share-with-support from Browser specific procedures.

Citrix is not responsible for and does not endorse or accept any responsibility for the contents or your use of these third party Web sites. Citrix is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by Citrix of the linked Web site. It is your responsibility to take precautions to ensure that whatever Web site you use is free of viruses or other harmful items.

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