This document describes the logical steps to take when troubleshooting ICA Async transport connectivity issues. Most ICA Async issues can be isolated, if not resolved, by answering the following questions:
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Why are Async listeners not available on MetaFrame XP for Windows 2003?
From page 44 of the MetaFrame XP Feature Release 3 Administrator’s Guide:
Remote users can connect to MetaFrame XP servers over TCP/IP only. Terminal
Services in Windows Server does not support remote connections over IPX/SPX,
NetBIOS, and asynchronous transports.
What is the client and server modem model?
This information is important because there could be a known problem with a service pack or a specific modem brand/type.
When creating an ICA Async listener port in Citrix Connection Configuration, are the ports visible?
ICA Async ports cannot be used if another service has been allocated to the ports. From the Control Panel, verify that the modems are available and that the RAS service is not installed. Remove and/or disable the RAS service if it is configured/enabled.
When creating an ICA Async listener port in Citrix Connection Configuration, does the configuration utility close? (MetaFrame 1.8 for Windows 2000-specific)
This has been seen with a Windows 2000 server with MetaFrame 1.8 installed. This is resolved in Service Pack 2 for Citrix MetaFrame 1.8. Otherwise, a workaround is to use Microsoft’s Terminal Services Connection Configuration. See the Service Pack 2 Install Guide for additional information.
When installing Citrix MetaFrame 1.8 on Windows 2000, does the installation abort after the modem setup screen? Does the install ever ask to remap drives or input licensing information? (MetaFrame 1.8 for Windows 2000-specific)
This issue is resolved in Citrix MetaFrame 1.8 Service Pack 2. During the initial MetaFrame installation, follow these steps to resolve this issue:
1. Uninstall Citrix MetaFrame 1.8.
2. Remove the multiport I/O board.
3. Install Citrix MetaFrame 1.8.
4. Install the multiport I/O board.
5. Apply Service Pack 2 for Citrix MetaFrame 1.8.
Is the server modem(s) connected to a multiport I/O board? Have you tried moving the modem to a local COM port on the server itself?
This allows you to further isolate the problem to the modem or the port to which it is/was connected. Typically, a server modem connected to a COM1 or COM2 will work fine, but the same modem connected to COM4 on a multiport I/O board will fail. See Microsoft TechNet articles Q242023 for Windows Terminal Server (now included in TSE Service Pack 6), Q274768 for Windows 2000 (now included in Service Pack 2 and the Citrix fix mentioned is the latest ICA Client), Q303432 for Windows 2000 and Q325792 for Windows 2000.(There may be a related 1004 Terminal Server Licensing Error in the Event Viewer.)
If the modem still fails to connect via ICA Async with Microsoft’s patches, configure the multiport I/O board with Microsoft’s RAS service. If RAS fails with the multiport I/O board, contact the board manufacturer. ICA Async will not function if Microsoft RAS does not function. If Microsoft RAS works but fails with ICA Async, it would be very helpful if the multiport board could be sent to Citrix for further investigation. Additionally, as a trouble shooting step, modify the boot.ini to recognize a single processor and retest the ICA Async issue.
The boot.ini switches needed to limit your computer to a single CPU:
- /onecpu (only for use with Compaq computers)
Have you applied any updated drivers for this server or client modem?
In many cases, modem manufacturers post periodic updates to their modem information file. Check with the modem manufacturer for more information. If drivers have been applied, obtain the date and size of the file applied. It may be necessary to update and/or regress driver versions to help troubleshoot the issue. See Citrix Knowledge base article CTX389890 - Troubleshooting Rockwell HCF Chipset: WinModem ICA Connectivity Issues for an issue where outdated drivers were causing the Citrix client to trap the client workstation.
Using Terminal (for WinFrame or Windows 3.x) or HyperTerminal (Windows 9x, NT 4.x, MetaFrame 1.x and XP), can you connect from the application server to any other services?
Perform this test to isolate a problem to the ports or the modem to which you are connecting. If you can dial out and properly connect from these applications, the issue could be with the signals generated from the client modem or the port on the Citrix server to which the modem is attached. In addition, if dial out fails, ICA Async will probably fail.
What device connect-on signal did you configure for this connection?
In some cases, nothing happens after the modem handshaking completes. A probable cause of this issue is that the device connect-on signal is not being properly recognized by the incoming modem connection. Check the Device Connect-On settings in Connection Configuration by editing the properties of the selected listener. Try changing this signal to different settings; reset the listener and try again.
Use WinStation Administration (WinFrame), Terminal Server Administration (MetaFrame 1.0), Citrix Server Administration (MetaFrame 1.8), or the Citrix Management Console (MetaFrame XP) to monitor the port to which you are connecting.
You can derive a great deal of information from these sources; that is, connect-on signals, total bytes transferred, and frame errors. Use these tools to further diagnose dialin problems. Citrix MetaFrame 1.8/XP supports Microsoft’s TAPI interface. Client- and server-side modem support should rarely be an issue. Citrix WinFrame, because of the Windows NT 3.51 kernel, does not support TAPI. This section describes how to add support for updated modems to WinFrame server systems.
To Install a New Modem for Use by WinStation Configuration and WinFrame RAS
1. The modem scripts for RAS and WinStation Configuration are located in x:WINFRAMESYSTEM32RASMODEM.INF, where x is the drive containing the WinFrame system files. Use a text editor such as Notepad to edit this file.
2. WinStation Configuration reads the MODEM.INF, CTXMODEM.INF, and USRMODEM.INF, in that order, to build the list of modems that can be chosen from to configure an asynchronous WinStation. USRMODEM.INF is for user-defined modems.
3. Add the initialization strings downloaded from the manufacturer to one of the above .INF files. These strings are located in alphabetical order by manufacturer and modem type. If modems are added to USRMODEM.INF the server must be rebooted for the changes to take effect.
4.Verify that the modem added now appears in the list of modems in WinStation Configuration and also appears in the list of modems in the Remote Access Service option in the Networking application of Control Panel. Incorrect versions of the modem.inf file may prevent the newly added modem to be seen.
The Citrix 32-bit Client now supports TAPI. Therefore, the below process should not be needed on a 32-bit Client platform unless the Citrix Client build is version 3.x. The below Procedure may still be valid for DOS and 16-bit Clients.
How to Manually Modify the MODEM.INI File for WinFrame Clients
The first step in adding support for new modem types is to obtain the modem.INF file from the manufacturers Web site, bulletin board system (BBS), or FTP site. Once you have the .INF file, follow the procedures in this application note to install the .INF file on a client PC for use by the WinFrame client .
1. The modem scripts for the WinFrame clients are contained in the file MODEM.INI. This file is located in the following directory (by client type): DOS Client: WFCLIENTMODEM.INI Win16 Client: WFC16MODEM.INI Win32 Client: Program FilesCitrixWinFrame Clientmodem.ini
2. Use a text editor to add the name of the new modem to the [Modems] list at the beginning of the MODEM.INI file. Insert the name in the proper position by alphabetical order.
3. Add the initialization strings for the modem that you downloaded from the manufacturer to the file. These strings are located in alphabetical order by manufacturer and modem type at the end of the Modems list. Save the file and exit the editor.
4. Verify that the modem added now appears in the Remote Application Manager modem list.
If all of the above items have been tried, and the issue is not resolved, please open a support case through your proper support channels.