Symptoms or Error

The “Cannot Complete Your Request” error is displayed through connecting directly to StoreFront server.
However, this is an error could occur when connecting through Citrix Gateway or Load Balancer based on different deployment scenarios. To narrow down through which connection you get the issue, please refer to Steps to narrow down the issue section to perform the tests. 
You may see this error when 

• Submitting user credentials to connect to store
• Launching a published app or desktop

Objective

This article provides troubleshooting steps when connecting directly to StoreFront server.

Troubleshooting steps when connecting directly to the StoreFront server has error

1. On the servers where StoreFront is installed, ensure that Windows Server and IIS is patched to the latest version. Please refer to Microsoft websites to get the patch information.

2. Collect the Event Viewer logs from StoreFront Servers by navigating to Event Viewer > Applications and Services Logs > Citrix Delivery Services, review the events outputted when issue reproduced to identify the root cause of the issue. 

3. Verify DNS is configured correctly for Base URL on all the StoreFront servers.

1. ) Go to Citrix StoreFront management console > Server Group > Base URL, confirm that the StoreFront Base URL includes a full FQDN and not a hostname or an IP address.
2. ) For a single server deployment, on the StoreFront server, ping the StoreFront Base URL, and verify if the Base URL resolves to the StoreFront server local IP address. 

For more information, please refer to CTX235907 - Error: "Cannot Complete Your Request" Due to DNS Misconfiguration on StoreFront 

4. Verify loopback feature configuration if it is used while connecting through Receiver for Web. 

1. ) Go to Citrix StoreFront management console > Stores > Manage Receiver for Web Sites > Configure > Advanced Settings 
2. ) Verify Enable loopback communication / Loopback port when using HTTP is configured accurately according to your deployment. 

For more information, please refer to CTX224790 – StoreFront Loopback Feature

5. Verify the certificates installed on StoreFront Server is correct and also not expired. On all the StoreFront servers, 

1. ) Open the IIS console > Servername > Server Certificates 
   • Make sure the Certificate Issued To name matches the StoreFront Base URL.
   • View the Certification Path tab on the certificate and confirm that all the Intermediate and Root certificates are properly installed.
   • Make sure the Expiration Date is not expired.
2. ) On the IIS console > Servername > Sites > Default Web Site > Bindings. Make sure there is a binding for HTTPS over port 443 with a certificate that matches the StoreFront Base URL assigned to it.

For more information, please refer to CTX235908 - Error: "Cannot Complete Your Request" Due to Certificates Misconfiguration on StoreFront

6. Verify the authentication is correctly configured on the StoreFront server.  

1. ) Open Citrix StoreFront management console > Stores > Manage Authentication Methods. Make sure user name and password is enabled in Authentication Methods.
2. ) Open Citrix StoreFront management console > Stores > Manage Receiver for Web Sites. Make sure user name and password is enabled.
3. ) In Active Directory, confirm the User Logon Name matches the User Logon Name (pre-Windows 2000).
4. ) In Storefront server, if there is error in the Event Viewer for "An unexpected error occurred storing the credentials" (Event ID 8) or "An error occurred during authentication" (Event ID 3), run the following PowerShell command and then restart the Citrix Credential Wallet Service:

cd 'C:\Program Files\Citrix\Receiver StoreFront\Scripts'
$certlist = @(Get-DSCertificate)[0] | where { $_.Subject -Match "Credential Wallet Replication Identity" }
foreach ( $cert in $certlist ) { Add-DSCertificateKeyReadAccess $cert "NT Service\CitrixCredentialWallet" }

For more information, please refer to CTX235909 - Error: "Cannot Complete Your Request" Due to Authentication Misconfiguration on StoreFront

7. Verify StoreFront Services are running on StoreFront Server. Open Services.msc console

1. ) Verify if the Citrix Default Domain Services Windows Service is running. 
2. ) Verify if the Citrix Credential Wallet Service is running. 
3. ) Verify if the Citrix Peer Resolution service is running. 

For more information, refer to CTX235915 - Error: "Cannot Complete Your Request" Due to Stopped StoreFront Services

8. Confirm communication between StoreFront server and the Domain Controller is not blocked, port 88 and port 389 are open. From all StoreFront servers, 

1. ) Telnet Domain Controller FQDN 88 
2. ) Telnet Domain Controller FQDN 389

For more information refer to article Communication Ports Used by Citrix Technologies

9. Verify if antivirus firewall is installed on the StoreFront servers. 

1. ) Disable the antivirus firewall and test the connection. 
2. ) Exclude the StoreFront ports within the antivirus firewall. 

For more information refer to the following links:
Communication Ports Used by Citrix Technologies
On-Access scan appears to cause IIS application pools to recycle?
Performance issues with specific applications after installing VirusScan Enterprise 8.8 Patch 4

10. Confirm the connection to Store by not using a third-party proxy. If you are receiving the error only when the third-party proxy is in place, please refer to the configuration on your Proxy Server.

For more information, refer to article CTX235918- Error: "Cannot Complete Your Request" Due to Proxy Configuration

11. If you experience the error after publishing a new application or customizing an application’s icon, 

1. ) Check the event viewer on the StoreFront server and look for the following errors:

Event ID 1: There was an error during a resources List request. System.Net.WebException, System, Version=4.0.0.0,
Event ID 7: Unhandled exception thrown for route "DazzleResources/List" System.ArgumentException, mscorlib, Version=4.0.0.0,

2. ) Go to Citrix Studio > Delivery Groups > Applications > Properties of the application recently added >Delivery > Application Icon, Change and choose from any of the Citrix default icons.

For more information refer to article, refer to CTX235970 - Error: "Cannot Complete Your Request" After Publishing New App or Customizing App’s Icon on StoreFront

12. If you get this error after upgrading the StoreFront server, 

1. ) Navigate to C:\inetpub\wwwroot\Citrix\<StoreName>Web and delete Default.html file.
2. ) Create a new test store and copy Default.html to C:\inetpub\wwwroot\Citrix\<StoreName>Web

For more information, please refer to CTX235919 - Error: "Cannot Complete Your Request" due to “Default.htm” file being corrupted on Storefront

13. Verify if there is any special character in Delivery Group names on Citrix Studio > Delivery Groups, if yes, in Actions panel, go to Rename Delivery Group and remove the special character.

Steps to narrow down the issue

Please identify through which connection the issue is occurring by performing the following tests:

1. Test if you get the error when connecting directly to the StoreFront server. 

1. ) On an internal machine, open %SystemRoot%\system32\drivers\etc\hosts file.
2. ) Add the FQDN shown in the StoreFront Base URL and the StoreFront server local IP address to the hosts file, and save. 

For example,
Storefront.example.lab 192.168.10.5

3. ) Connect to the store using StoreFront Base URL from Citrix Workspace app, submit user credentials or launch published app/desktop, verify if the error “Cannot complete your request” is reproduced.
4. ) If not able to reproduce, continue with step 2 or step 3.

2. Test the connection to your Citrix Gateway. 

1. ) On a test machine, open command prompt.
2. ) Ping the Citrix Gateway FQDN. The FQDN should resolve to the IP address of your Citrix Gateway.
3. ) If not, please refer to CTX286601- Common Resolutions to “Cannot Complete Your Request” Error when connecting through Citrix Gateway

3. Test connection to the load balancer.

1. ) On a test machine, open command prompt.
2. ) Ping the StoreFront base URL FQDN. The FQDN should resolve to the IP address of your load balancer.
3. ) If not, please refer to CTX286594 - Common Resolutions to “Cannot Complete Your Request” Error when connecting through Load Balancer