When connecting to NetScaler Gateway through NetScaler Gateway plug-in the following error message is displayed:
"1012: The NetScaler Gateway Plug-in could not start. For more information see the connection log.(27)"

Important! This article is intended for use by System Administrators. If you are experiencing this issue and you are not a System Administrator, contact your organization’s Help Desk for assistance and refer them to this article.

This error message suggests that the client device does not have the required root certificate/intermediate certificate to establish trust with the certificate authority who issued the NetScaler Gateway server certificate.

Complete the following steps to resolve this issue:

1. Install the SSL root certificate/intermediate certificate (.crt/.cer) file issued by the SSL certificate provider.
   Root certificate/intermediate certificate can be downloaded from your SSL certificate provider's website or can be obtained on request. Usually root certificate is present in the certificate bundle provided by your SSL service provider along with intermediate and server certificates.

2. If using a self-signed certificate, then ensure to import the CA root and Intermediate certificates (if any) to the client computer certificate store.

This process pairs the client machine with the NetScaler Gateway virtual server.

Problem Cause

This issue exists if the server certificate associated with NetScaler Gateway virtual server is an internal self-signed certificate that is not trusted by the browser.

In the new version of NetScaler Gateway software release, the user cannot connect to the back end server if the SSL certificate is not trusted.

If the common name on the certificate does not match with the hostname in the URL, or if the certificate is a self-signed certificate that the browser does not trust by default then users cannot connect to the back end server.

This error appears without prompting the user to accept the certificate; instead the connection attempt would automatically fail.

CTX122969 - Error :"1012: The NetScaler Gateway Plug-in could not start. For more information, see the connection log. (15) or (18)"