Users unable to relaunch the published applications, error “Citrix workspace will try to reconnect…”

Keep Alive policy settings:

https://docs.citrix.com/en-us/xenapp-and-xendesktop/7-15-ltsr/policies/reference/ica-policy-settings/keep-alive-policy-settings.html

Session reliability policy settings:

https://docs.citrix.com/en-us/xenapp-and-xendesktop/7-15-ltsr/policies/reference/ica-policy-settings/session-reliability-policy-settings.html

Session reliability on Citrix ADC high availability pair:

https://docs.citrix.com/en-us/citrix-adc/current-release/ns-ag-appflow-intro-wrapper-con/session-reliablility-on-citrix-adc-ha-pair.html

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Error: “Previous Upload to cis.citrix.com Failed. Network Error While Connecting cis.citrix.com” with Code 6

The error message indicates that the Call Home upload toCitrix.comfailed. This can happen due to multiple reasons, including there was simply no connectivity from the License Server toCitrix.com, or the presence of a Firewall or Network Proxy in the environment.


To troubleshoot the underlying cause of the failure, please follow the steps below:

  1. Make sure the License Server has network connectivity and can connect tocis.citrix.comover port 443
  2. If you will have to configure a proxy, please refer to the following documentation for the steps:Configure a Proxy server.Please note that Licensing service needs to be restarted for the changes to take effect.
  3. If there are no proxies required to reachcis.citrix.comfrom the server, it is possible that there was a network error at the time of upload attempt and that has been resolved since then. Once an upload fails, the Upload failure status is tracked through an XML file (Upload_result.xml). So even when the network issue is resolved or when Call Home is subsequently disabled after an upload failure, unless the XML file is manually deleted, you will continue to see the error. The following steps will get rid of the error message:
    1. Browse toC:Program Files (x86)CitrixLicensingLSresourceusagefolder.
    2. Take a copy of the contents of this folder for backup purposes and empty this folder.
    3. Restart theCitrix Webservice for Licensing servicefrom the Services console.
  4. If none of the steps above resolved the issue, you can disable Call Home following the steps outlined inCTX220679

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Error: “Previous Upload to cis.citrix.com Failed. Network Error While Connecting cis.citrix.com” with Code 6

The error message indicates that the Call Home upload toCitrix.comfailed. This can happen due to multiple reasons, including there was simply no connectivity from the License Server toCitrix.com, or the presence of a Firewall or Network Proxy in the environment.


To troubleshoot the underlying cause of the failure, please follow the steps below:

  1. Make sure the License Server has network connectivity and can connect tocis.citrix.comover port 443
  2. If you will have to configure a proxy, please refer to the following documentation for the steps:Configure a Proxy server.Please note that Licensing service needs to be restarted for the changes to take effect.
  3. If there are no proxies required to reachcis.citrix.comfrom the server, it is possible that there was a network error at the time of upload attempt and that has been resolved since then. Once an upload fails, the Upload failure status is tracked through an XML file (Upload_result.xml). So even when the network issue is resolved or when Call Home is subsequently disabled after an upload failure, unless the XML file is manually deleted, you will continue to see the error. The following steps will get rid of the error message:
    1. Browse toC:Program Files (x86)CitrixLicensingLSresourceusagefolder.
    2. Take a copy of the contents of this folder for backup purposes and empty this folder.
    3. Restart theCitrix Webservice for Licensing servicefrom the Services console.
  4. If none of the steps above resolved the issue, you can disable Call Home following the steps outlined inCTX220679

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Failed to launch session “session_name”. Error code: 2502 on Citrix Workspace App During App/Desktop Launch

This article is intended for Citrix administrators and technical teams only.

Non-admin users must contact their company’s Help Desk/IT support team and can refer to CTX297149 for more information.

The following error is returned by the Citrix Gateway to Citrix CWA app when application/desktop launch fails:

Failed to launch session <session_name>. Error code: 2502

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Failed to launch session “session_name”. Error code: 2502 on Citrix Workspace App During App/Desktop Launch

This article is intended for Citrix administrators and technical teams only.

Non-admin users must contact their company’s Help Desk/IT support team and can refer to CTX297149 for more information.

The following error is returned by the Citrix Gateway to Citrix CWA app when application/desktop launch fails:

Failed to launch session <session_name>. Error code: 2502

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Workspace App iOS – After entering credentials receiving “Cannot Add account” message

– On the graphical interface receiving “Cannot Add account” message


– On the logs receiving the following HTTP responses:

HTTP response. url: https://<netscalerFQDN>/AGServices/Discover. statusCode: 403.

Response HTTP body: Error: Not a privileged User

HTTP response. url: https://<netscalerFQDN>/Citrix/Roaming/Accounts. statusCode: 401

<title>401 – Unauthorized: Access is denied due to invalid credentials.</title>

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