Common Resolutions to “Cannot Complete Your Request” Error when connecting through Load Balancer

Symptoms or Error

The “Cannot Complete Your Request” error is displayed when connecting through Load Balancer.

However, this is an error could occur when connecting to StoreFront Server directly or through Citrix Gateway 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 through Load Balancer.

Steps to troubleshoot when connecting through load balancer has error

1. Verify DNS configuration is correct.

On a testing machine, open Command Prompt and run ping command

  • Ping StoreFront Base URL FQDN. It should resolve to the load balancing IP address, if you are load balancing StoreFront.
  • Ping STA server FQDN, it should be resolvable.

For more information, please refer to CTX235843 – Error: “Cannot Complete Your Request” Due to DNS Misconfiguration on Citrix ADC

2. Verify Certificates is correctly configured and not expired.

  • On the StoreFront server open a browser and navigate to the StoreFront Base URL, confirm the correct certificate is bound to the load balancing VIP.
  • On Citrix ADC GUI > Traffic Management > SSL > Certificates > Server certificate > select your SSL Certificate > Actions > Cert Links, confirm that the certificate bound to the load balancer is properly linked to the root and intermediate on Citrix ADC.
  • On Citrix ADC GUI > Traffic Management > SSL > Certificates > Server Certificates > Status, verify the certificate is not expired.

For more information, please refer to CTX235844 – Error: “Cannot Complete Your Request” Due to Certificates Misconfiguration on Citrix ADC

3. Verify that the Persistence is set to SOURCEIP, the Method is set to LEASTCONNECTION on the Citrix ADC load balancing VIP.

For more information, refer to Citrix Documentation – About Persistence

4. Verify X-Forwarded-For is enabled on Citrix ADC.

  • On Citrix ADC GUI > Traffic Management > Load Balancing > Virtual Servers > Service section > Edit Vserver, verify the Services is bound to the load balancing VIP.
  • Edit Service Settings > Check if Insert Client IP address is checked (for ADC 13.0)
  • To add it follow steps mentioned here. For ADC 12.0 click here.

For more information, refer to CTX235858 – Error: “Cannot Complete Your Request” When X-Forwarded-For is Disabled on Citrix ADC

5. Verify Integrated caching is disabled. If not, disable it and test to eliminate the possibility of a corrupt cache pages.

  • On Citrix ADC > System > Settings > Configure Basic Features > Integrated caching, confirm it is disabled.
For more information, refer to Citrix Documentation – Integrated caching

6. Verify that all backend servers are healthy.

  • Go to Citrix ADC GUI > Traffic Management > Load Balancing > Virtual Servers, verify all backend servers are UP
  • Bring the DOWN or OUT OF SERVICE servers to UP state.

7. Verify if Microsoft NLB is used as a load balancer, if yes, switching to multicast mode helps resolve this issue.

8. If needed, refer to Citrix Documentation – How to record a packet trace on Citrix ADC to capture trace to identify the root cause of this issue.

Steps to narrow down the issue

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

1. 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 no, please refer to this article; if yes, continue with step 2 or step 3.

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

  1. On an internal machine, open %SystemRoot%system32driversetchosts 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: 10.10.10.10 Storefront.example.lab
  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 3. If able to reproduce, please refer to CTX207162 – Common Resolutions to “Cannot Complete Your Request” Error when connecting directly to StoreFront

3. 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

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