The primary intent of this article is to provide troubleshooting steps for the most commonly seen issues with Citrix Cloud Connector installation and configuration. This guide contains various errors along with logs and steps to fix the issue.
Communication errors are the root cause for many problems involving Cloud Connectors. Run the Cloud Connector Connectivity Check Utility
tool before proceeding with the below troubleshooting steps.
1.1.This version of the connector is no longer supported.
Screenshot | ![]() Note:- This error can come due to various possible causes, would suggest to check the Cloud Connector logs and refer below solutions accordingly. |
Logs 1 | Cloud Connector CWCConnector Logs: —> (Inner Exception #0) System.Net.Http.HttpRequestException: An error occurred while sending the request. —> System.Net.WebException:The remote name could not be resolved: ‘agenthub.citrixworkspacesapi.net’ |
Possible Causes | Note: The screenshot above is generic which may not be relative to just the cloud connector version however it could relate to other issues as well, such as
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Solution |
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Logs 2 | Cloud Connector CWCConnector Logs: —> (Inner Exception #0) System.AggregateException: One or more errors occurred. —> System.Net.Http.HttpRequestException: An error occurred while sending the request. —> System.Net.WebException: Unable to connect to the remote server —> System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 192.168.1.20:80 |
Possible Cause | Note: The screenshot above is generic which may not be relative to just the cloud connector version however it could relate to other issues as well, such as
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Solution |
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Logs 3 |
Cloud Connector CWCConnector Logs: —> (Inner Exception #0) System.Net.Http.HttpRequestException: An error occurred while sending the request. —> System.Net.WebException: Unable to connect to the remote server —> System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 192.168.1.21:443 |
Possible Cause | Note: The screenshot above is generic which may not be relative to just the cloud connector version however it could relate to other issues as well, such as
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Solution | Ensure there is no incorrect IP address assigned to ‘agenthub.citrixworkspacesapi.net’ in the hosts file. |
1.2.Microsoft .NET Framework required for Citrix Cloud Connector setup
Screenshot | ![]() |
Possible Cause | Need .NET Framework version 4.5.1 or later. |
Solution | Click on Accept and Install to upgrade to recent version of .NET Framework. |
1.3.A clean install of the new Citrix Cloud Connector is required.
Screenshot | ![]() |
Possible Cause | There is an existing Cloud Connector setup already installed on the server. |
Solution | Uninstall the previous instance from Program & Features. Download the and install the connector as a clean setup. |
1.4.IE Enhanced Security Configuration is blocking installation
Screenshot | ![]() |
Possible Cause | IE Enhanced Security Configuration is enabled for Administrators and Users. |
Solution | Disable IE Enhanced Security Configuration (ESC) for Administrators and Users on the Windows machine under Server Manager. Note: Once the installation has completed, enable this setting back for Administrators and Users. |
1.5.Connection Failed when testing connection under XMS PKI entity.
Screenshot | ![]() |
Logs | XenMobile Debug Logs : 2017-02-06T15:30:57.847+0000 | 200B97A4C77E1C34 | ERROR | http-nio-14443-exec-61 | com.sparus.nps.pki.connector.MsCertSrvConnector | TestConnection to pki url [ certnew.cer] failed with response Headers: {null=[HTTP/1.1 401 Unauthorized], 2017-02-06T15:30:57.847+0000 | 200B97A4C77E1C34 | ERROR | http-nio-14443-exec-61 | com.sparus.nps.pki.connector.MsCertSrvConnector | TestConnection to pki url [ certnew.cer] failed with response Headers: {null=[HTTP/1.1 401 Unauthorized], Server=[Microsoft-IIS/8.5, Microsoft-IIS/8.5], X-Cws-TransactionId=[dc1223fd-b80d-4ea1-84f7-227086cdd74e], Pragma=[no-cache], Date=[Mon, 06 Feb 2017 15:30:56 GMT], Arr-Disable-Session-Affinity=[True, True], Access-Control-Expose-Headers=[X-Cws-TransactionId], Cache-Control=[no-cache], X-AspNet-Version=[4.0.30319], Expires=[-1], Content-Length=[599], X-Powered-By=[ASP.NET, ASP.NET], Content-Type=[text/plain; charset=utf-8]}and Response Error: System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. —> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure. |
Possible Cause | Connectivity issue between Cloud connector to CA server. |
Solution |
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1.6.Unable to search for groups when managing user assignments
Screenshot | ![]() |
Logs |
Reason behind occurrence: • Searching Sumo Login for the Customer Name + ADAgent resulted in a large number of ERROR events. All errors were originating from a single cloud connector machine. XenMobile Debug Logs : |
Possible Cause | The problem was that one of the two connector machines had lost its trust relationship with Active Directory, causing the calls from the ADAgent to fail. |
Solution | Using an existing cloud connector machine:
When bringing up a new cloud connector machine:
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1.7.Citrix Cloud Connector Connectivity check tool keep reporting that it is not able to connect to Messaging.
Possible Cause | When SSL decryption is enabled on certain proxies (Ex: Barracuda, WebSense), the connector messaging service has trouble connecting to the platform. |
Solution | Ask the customer to temporarily disable the SSL decryption setting, and/or to create a rule to bypass the web traffic for https://messaging-eastus-release<a/b>.citrixworkspacesapi.net/<CustomerName>/endpoints/connect In addition, re-run the installer or standalone connectivity check tool to check if it can connect to messaging now. |
Identity workspace is used for all communication between XenMobile Service and on premise cloud connector. Refer below link to further troubleshoot XenMobile Service. The specified link contains all the API’s used with the Identity workspace.
https://core.citrixworkspacesapi.net/Help
New Azure Active Directory Support for Citrix Cloud Administrators.
https://www.citrix.com/blogs/2017/01/09/new-azure-active-directory-support-for-citrix-cloud-administrators/