Cannot complete your request (before login)

[Stefano Baronio]

Hi,

   I'm struggling with an issue related to the gateway Theme. It shows the "Cannot complete your request" just at home page, before prompting for authentication.

I'm sure that is related to the Theme I'm using as with the RfWebUi it works properly.

The issue started after upgrading the ADC to the latest firmware NS12.1 50.31.nc, coming from the NS12.1 49.37.nc.

Any help appreciated.

 

Thanks

Stefano

[CarlStalhood]

Are you using nFactor or Advanced authentication? Somebody else reported this problem with Advanced authentication.

[Nishith Gupta]

I faced the same issue after configuring nFactor and binding the Authentication Profile to the NetScaler Gateway that had a custom X1 theme attached to it.

I had to recreate the theme to fix the issue.

Check out https://support.citrix.com/article/CTX224080

 

[Stefano Baronio]

Thanks Carl and Nishith,

   I'm using just the Gateway feature on a Standard licensed MPX 5550.

I've already deleted the custom theme form the GUI and recreated from scratch. I'll try it again and check that the files will be deleted form file system.

I will update this thread tomorrow.

 

Thanks

Stefano

 

[Benjamin Grimm1709152660]

Hi @all,

 

after upgrading to the newest NetScaler Build (12.1 50.31), I faced that issue at one of my customers, too. In my case all of the build in themes except the Default (old black theme) are not working. And additionally, In my case the error does not occure everytime and if i click on OK I get the credentials SIte, but I have an existing customized theme (based on X1) from 11.x installation which works great on the production environment but not on our newly generated GW vServer with nfactor. On this vServer the error "cannot complete your request" are coming continuosly. We never see the credentials site here.

 

In my researches I also see that issue If i unconfigure nfactor.

 

I have opened a ticket.

[Nils Andreas Myhre]

I too have this issue using RfWebUi. I have a AAA server with advanced authentication policy authenticating gateway sessions. Was working perfectly before upgrade. Now I get cannot complete request before promting for loging. And after login I get an endless loading screen.

 

Login works when sessions that hit a LDAP policy, but not SAML. I have opened a case.

[Stefano Baronio]

Tried to delete and recreate again the custom theme (checking that all the files where deleted from file system) and the problem si still there.

If I copy the custom theme files from a working ADC, it works properly.  As soon as I edit the custom theme from the UI, the problem starts again.

 

Opened a ticket in Citrix.

 

Ste

[David Sutton]

11 hours ago, Stefano Baronio said:

Tried to delete and recreate again the custom theme (checking that all the files where deleted from file system) and the problem si still there.

If I copy the custom theme files from a working ADC, it works properly.  As soon as I edit the custom theme from the UI, the problem starts again.

 

Opened a ticket in Citrix.

 

Ste

 

I'm having the exact same problem. Let us know what you find out. Thanks

[Stefano Baronio]

Citrix support just gave me the following CTX support doc:

https://support.citrix.com/article/CTX244520

 

It seems not working with the Standard license (no cache feature)

 

Ste

[Benjamin Grimm1709152660]

Hi Stefano,

 

you do have a cache feature in standard edition because you have NetScaler Gateway. Citrix has a "hidden" feature for caching data for Gateway vServer which uses the Integrated Cache feature in the background, also if this is not licensed. It is called Static Page Caching and you can disable it with

 

set aaa parameter -enableStaticPageCaching NO

 

So I think, give that a try. I will try it on Monday. Thanks for the info.

 

 

[David Sutton]

4 hours ago, Stefano Baronio said:

Citrix support just gave me the following CTX support doc:

https://support.citrix.com/article/CTX244520

 

It seems not working with the Standard license (no cache feature)

 

Ste

 

Excellent! Thanks for the update. I'll give the workaround a try and report back.

[David Sutton]

15 minutes ago, David Sutton said:

 

Excellent! Thanks for the update. I'll give the workaround a try and report back.

 

It works! Thanks again!

[Adam Walker]

worked here also

 

 

[Stefano Baronio]

18 hours ago, Benjamin Grimm1709152660 said:

Hi Stefano,

 

you do have a cache feature in standard edition because you have NetScaler Gateway. Citrix has a "hidden" feature for caching data for Gateway vServer which uses the Integrated Cache feature in the background, also if this is not licensed. It is called Static Page Caching and you can disable it with

 

set aaa parameter -enableStaticPageCaching NO

 

So I think, give that a try. I will try it on Monday. Thanks for the info.

 

 

Thanks Benjamin,

    I'll give that a try.

 

Ste

[Stefano Baronio]

Thanks Benjamin, it worked!

 

[Ard-Jan Verhage]

Thanks!

My problem is solved too on ADC build 12.1 50.31

using the command:  set aaa parameter -enableStaticPageCaching NO

 

Update 29 March 2019: I just installed build NS12.1 51.16.nc and it also needed the above command.

Edited March 29, 2019 by Ard-Jan Verhage
Also needed on NS12.1 51.16.nc

[Tiffanny Renrick1709159914]

Excellent!!! Issue fixed by using set aaa parameter -enableStaticPageCaching NO 12.1 51.16

[Jasper Glasbergen1709160685]

Currently running NS 12.1 52.15 and I still have this issue when running the rfWebUI portal theme. Setting the -enablestaticpagecaching to NO does not resolve this. Only running on a X1 portal theme users are able to use the Gateway.

It is strange that now the workaround doesn't seem to work either.

[Nils Andreas Myhre]

On 2019-8-30 at 3:18 PM, Jasper Glasbergen1709160685 said:

Currently running NS 12.1 52.15 and I still have this issue when running the rfWebUI portal theme. Setting the -enablestaticpagecaching to NO does not resolve this. Only running on a X1 portal theme users are able to use the Gateway.

It is strange that now the workaround doesn't seem to work either.

 

Did you recently enable integrated caching on your Netscaler? If so try to unbind the default cache policies on the Gateway vserver too see if that resolves the issue.

[Jasper Glasbergen1709160685]

13 minutes ago, Nils Andreas Myhre said:

 

Did you recently enable integrated caching on your Netscaler? If so try to unbind the default cache policies on the Gateway vserver too see if that resolves the issue.

 

I enabled IC for a short moment, because I read that this, in combination with a caching policy, could work around the issue. But since it didn't I disabled IC again. But I will have a look at the default caching policies bound to the Gateway vserver and report back. Thank you!

[Ryan Swanepoel1709159576]

Hi, 

 

Did anyone manage to solve this? we are seeing this same issue with only a few users "mainly MacOS" users connecting to our Gateway.

We do not have lC enabled, I have run the AAA no cache command which didn't make any difference unfortunately and we are using Advanced Authentication.

 

What is strange is we have MacOS users that work just fine, they effect users however cannot connect from Workspace or any web browser on the machine, all present that same issue. 

 

Update:

 

Managed to resolve our issues, because we do not have the license for local cache we ran the commands to set -enablestaticpagecaching to NO, we then had to reboot both NetScalers as they are in HA, this cleared the cached objects that were already there (possibly causing the issue). This then started working for most users.

 

We then discovered another odd issue, if users had their Macbook language set to anything other than English ( in our case French), the error would still occur. As soon as they switched the language to English everything worked as expected, I will be doing more testing and logging a ticket with Citrix. 

 

Hope this helps others.

 

Edited April 28, 2020 by rswanep743
Update