Customer faces issues with the NetScaler Gateway Plugin crashing/disconnecting or the installation is failing.

How can we identify if this is a client side issue, clashing software or the Gateway Plugin failing due to a known issue?

---

Instructions

Action Plan
=====================
1.    Start by testing if the issue can be reproduced on a fresh Windows test client as this will help to identify any potential conflicts with other applications etc.
 
    a.    If the issue can be reproduced then please note the version of Windows and service pack level.
    b.    Next ensure to fully update the Windows client with all of the latest hotfixes and to test again to identify if there is any issue caused by a windows update.
    c.    If the issue cannot be reproduced then please start installing the normal apps and drivers (used by one of the affected clients) and retest after installing each application or driver to identify if there is a possible conflict.
        i.    You can perform this step in batches of apps and drivers if you would prefer, noting all of the apps/drivers installed with each batch.
        ii.    Once you have been able to reproduce the issue you can roll back each of the apps to identify with which one the plugin is conflicting.
 
2.    Once you have been able to reproduce the issue after following the testing above please take note of the following:
    a.    Note the app or driver that you have identified as conflicting with the VPN plugin and its version information.
    b.    Note the exact time that the plugin was launched and that you received the error.
 
3.    Follow this CTX article showing how to capture a fresh set of VPN client logs (http://support.citrix.com/article/CTX138155)
 
4.    Collect the Windows application and system event logs at the time of the issue and record the timestamp (hh:mm:ss).



Note: Generally these types of issues can occur due to Anti-Virus softwares or other VPN plugin.
It would be advised to test from a client without any other AV or VPN plugins installed.


For Windows Clients, the IPHelper service is known to provide extra stability for the NetScaler Gateway Plugin, especially in cases where AlwaysOn functionality is required.
Ensure that this service is running on the affected clients

A Quick guide about the process to follow when facing VPN connectivity or installation issues with the NetScaler Gateway Plugin