Troubleshoot

Log collection

You can collect details about browser activity and network configuration by navigating to Settings > Advanced > Logs. By default, the log collection level is set to Error, which is the recommended value.

Logs

Windows:

  1. Right-click the Citrix Workspace app icon in the notification area and select Advanced Preferences.
  2. Select Log collection. The Log collection dialog appears.
  3. Select one of the following log levels:
    • Low
    • Medium
    • Verbose
  4. Click Start collecting logs to reproduce the issue and collect the latest logs. The log collection process starts.
  5. Click Save log to save the collected logs.

The following Enterprise Browser logs appear in the Citrix Enterprise Browser folder:

  • CitrixEnterpriseBrowser_debug.log - Available based on the Browser logs level that you’ve selected in the Citrix Enterprise Browser settings.
  • CitrixEnterpriseBrowser-netlog.json - Available if you have enabled Network logs in the Citrix Enterprise Browser settings.

macOS:

  1. Open Citrix Workspace app and go to Preferences > Advanced > Logging.
  2. Select one of the following session log levels:
    • Disabled (Default)
    • Connection diagnostics
    • Full
  3. Select one of the following store log levels:
    • Disabled (Default)
    • Normal
    • Verbose

    Note:

    • The default path that contains the log files is ~/Library/Application\ Support/Citrix\ Receiver/Citrix\ Enterprise\ Browser/logs.
  4. Click Email Log Files to email the logs as a compressed file.

Error codes

Citrix Enterprise Browser prevents users from opening Web or SaaS apps when any unusual activity is noticed. Based on the type of activity, an alert with one of the following error codes might appear.

An end user can do the following troubleshooting steps:

  1. Collect the logs for the session and save the file.
  2. Close the browser and start the Web or SaaS app.
  3. Contact your organization’s administrator with the error code to troubleshoot further.

The administrator can open a support case and share the logs if the issue persists.

Here is the list of error codes:

Error code Description
PS1001 Failed to fetch the policy document. To troubleshoot, check the address, gateway settings, your network connection and try again.
PS1002 Failed to parse the policy document.
PS1003 Failed to parse the legacy policy document.
PS1004 The certificate obtained to validate the policy document is empty.
PS1005 Failed to validate the fields in the policy document.
PS1006 Failed to validate the signature of the policy document. To troubleshoot, an administrator can verify if the end user’s device time is in sync with the network time.
PS1007 Failed to validate the certificate using the root certificate authority.
PS1008 Failed to fetch the certificate to validate the policy document.
PS1009 Failed to determine the store environment.
PS1010 Failed to fetch the policy document. To troubleshoot, an administrator can close the browser and open again.
Troubleshoot