Problem: An Internal error occurred



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F.A.Q. for OMP Citrix Access for UM-Carelink

Problem: “An Internal error occurred. Please contact your systems administrator. See Image below. 2

Problem: Before logging into Access Gateway, the user gets 2 messages. They will appear similar to the following two images. 3

Problem: User is able to open Citrix Access Gateway Level-1 Screen, but after user enters username, password, and clicks Login, the screen refreshes and the entered username and password are removed. 4

Problem: The Web Interface to Citrix Access displays the message: “Your session with the server has expired. You have been logged off” 5

Problem: The Web Interface to OMP Citrix Desktop displays the message: “Your session will expire in x minutes. If additional time is needed select more time is required.” 6

Problem: After the user logs in to the Level-2 Citrix Web Interface page, the OMP Citrix Desktop is not automatically launched. 7

Problem: When the user is attempting to login to the Level-2 Citrix Web Interface page, the error: “ERROR: The supplied credentials could not be validated. Either they are incorrect, or there is a problem with the authentication system. Try again, or contact your help desk or system administrator for help.” appears. 8

Problem: After the user is logins to the Level-2 Citrix Web Interface page, the error: “Unable to access ICA file: HTTP 500: An error has occurred while connecting to the requested resource.” 9

Problem: After Accessing the website – a user may get “Unable to scan end point. ActiveX must be enabled. Your browser either does not support ActiveX or has blocked ActiveX content from this site. To continue, you must accept ActiveX content from this site” 10

Problem: After Accessing the website – a user may get “Unable to scan end point. ActiveX must be enabled. Your browser either does not support ActiveX or has blocked ActiveX content from this site. To continue, you must accept ActiveX content from this site”. 12

Problem: “An Internal error occurred. Please contact your systems administrator. See Image below.

Image 1:

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Resolution:

Close Browser – and Reopen to Citrix Access Gateway

Problem: Before logging into Access Gateway, the user gets 2 messages. They will appear similar to the following two images.

Image 1:

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Image 2:

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Description:

User is attempting to log into the Access Gateway from Core image machine, or other unauthorized workstation.

Resolution:

User must try a different machine that is not a core image workstation

Problem: User is able to open Citrix Access Gateway Level-1 Screen, but after user enters username, password, and clicks Login, the screen refreshes and the entered username and password are removed.

Image 1:

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Description: This occurs when the user is not entering the correct combination of Username and LEVEL-1 password.

Resolution: Enter correct Username and Level-1 password

Problem: The Web Interface to Citrix Access displays the message: “Your session with the server has expired. You have been logged off”

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Description: With the Citrix Web Interface – there is 20 minute timeout.

Resolution: If the OMP Citrix Desktop is still open, you can disregard this message. The OMP Citrix Desktop will remain functional while the user is working.

Problem: The Web Interface to OMP Citrix Desktop displays the message: “Your session will expire in x minutes. If additional time is needed select more time is required.”

Image 1

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Description: With the Citrix Web Interface – there is 20 minute timeout.

Resolution: Click select more time is required for the timeout period to restart. Again, if the OMP Citrix Desktop is still open, you can disregard this message

Problem: After the user logs in to the Level-2 Citrix Web Interface page, the OMP Citrix Desktop is not automatically launched.

Image 1

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Description: The OMP Citrix Desktop is not automatically launched. In the Internet Explorer screenshot above – the yellow toolbar states: “Pop-up blocked. To see this pop-up or additional options click here…”

Resolution: This is caused generally by a 3rd-party pop-up blocker application. If the OMP Citrix Desktop is not automatically launched, click the “OMP Citrix Desktop” icon and the application will launch. An alternative solution to this is to click on the toolbar when it appears, and manually allow pop-up’s on this specific site.

Problem: When the user is attempting to login to the Level-2 Citrix Web Interface page, the error: “ERROR: The supplied credentials could not be validated. Either they are incorrect, or there is a problem with the authentication system. Try again, or contact your help desk or system administrator for help.” appears.

Image 1

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Description: This is directly related to the Citrix IMA service not working correctly or not started.

Resolution: Contact the Help Desk.

Problem: After the user is logins to the Level-2 Citrix Web Interface page, the error: “Unable to access ICA file: HTTP 500: An error has occurred while connecting to the requested resource.”

Image 1

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Description: This is directly related to the Citrix IMA service not working correctly or not started, or the Load Evaluator has been exceeded on the Citrix server.

Resolution: Wait 5 minutes and try again. If the problem is still occurring, contact the Help Desk.

Problem: After Accessing the website – a user may get “Unable to scan end point. ActiveX must be enabled. Your browser either does not support ActiveX or has blocked ActiveX content from this site. To continue, you must accept ActiveX content from this site.”

Image 1

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Image 2

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Description: This is related to your web browser not being able to load an ActiveX control for the appropriate scanning.

Resolution: At the top of the Internet Explorer page, there may be a small yellow toolbar across the top of the page that says: “This site might require the following ActiveX control: Citrix Systems Access Gateway release 4.2 from Citrix Systems. Click here to install” To install the Activex control – click on the yellow toolbar, and scanning will begin.

Problem: After Accessing the website – a user may get “Unable to scan end point. ActiveX must be enabled. Your browser either does not support ActiveX or has blocked ActiveX content from this site. To continue, you must accept ActiveX content from this site."

Image 1

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Description: This is related to your web browser not being able to load an ActiveX control for the appropriate scanning.

Resolution: Certain Web Browsers do not support loading ActiveX controls. Recommend using Internet Explorer or similar browser that supports ActiveX controls.

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