fix problems on Citrix Secure Access [android]

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—— Run into issues on Citrix Secure Access? Get help pending when official support gets back to you!

Citrix Secure Access
Info:
company: Citrix Systems, Inc
: androidvpnsupport@citrix.com
: discussions.citrix.com
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Login issue

Stays on login screen after password error

Fix: Ensure that you are entering the correct credentials. If you are unsure, reset your password through the app or the web portal. After resett... ⇲

No support for custom logins

Fix: If your organization uses custom logins, check with your IT department to ensure that the app is configured correctly for your specific logi... ⇲

Invalid ID/password error

Fix: Double-check your login credentials for any typos. If you are unsure, reset your password through the app or the web portal. OR If you co... ⇲

Unable to login after multiple attempts

Fix: If you are locked out due to multiple failed login attempts, wait for a specified period before trying again, as many systems have a lockout... ⇲
 
Updates issue

Not updated for Android

Fix: Check the Google Play Store for any available updates for Citrix Secure Access. If an update is available, download and install it to ensure... ⇲

OTP function broken after update

Fix: Ensure that your device's date and time settings are correct, as incorrect settings can affect OTP generation. Go to Settings > Date & Time... ⇲

No token option after update

Fix: Check the app settings to see if the token option has been moved or hidden in the latest update. Sometimes, features are relocated in new ve... ⇲
 
Network issue

VPN not working after update

Fix: Try disconnecting and reconnecting the VPN within the app. Sometimes, a simple toggle can resolve connectivity issues after an update. OR... ⇲

Unable to connect VPN after upgrade

Fix: Check your internet connection to ensure it is stable. If you are on Wi-Fi, try switching to mobile data or vice versa to see if the issue i... ⇲

Shows connected but not actually connected

Fix: Disconnect and reconnect the VPN within the app. Sometimes, the app may show a false connection status due to a temporary glitch. OR If t... ⇲

Connection string issues

Fix: Check the connection settings within the app to ensure that the server address and other parameters are correctly entered. If unsure, consul... ⇲

Connected but no network access

Fix: Disconnect from the VPN and reconnect to see if this resolves the issue. Sometimes, a simple toggle can restore network access. OR If the... ⇲

Connection error message

Fix: Check your internet connection to ensure it is stable. If you are on Wi-Fi, try switching to mobile data or vice versa to see if the issue i... ⇲
 
Compatibility issue

Citrix Secure Access not functioning on Android after recent release

Fix: Uninstall the app and then reinstall it from the Google Play Store. This can resolve issues caused by corrupted files during the update proc... ⇲

OTP functionality broken on Android

Fix: Ensure that your device has a stable internet connection, as OTPs often require internet access to be generated and sent. OR If the OTP f... ⇲
 
Bugs issue

Requires device restart to use

Fix: If the app requires a restart, try to identify if there are any other apps running in the background that may be causing conflicts. Close un... ⇲
 
Screen issue

White screen issue

Fix: Clear the app's cache and data by going to Settings > Apps > Citrix Secure Access > Storage > Clear Cache and Clear Data. This can help reso... ⇲
 
UI issue

Tokens screen not set as landing screen

Fix: Check the app settings to see if there is an option to set the tokens screen as the default landing page. If available, adjust this setting... ⇲
 
Camera issue

QR scan not working

Fix: Ensure that your device's camera is functioning properly. Test the camera with other apps to confirm it is not a hardware issue. OR If th... ⇲
 
Registration issue

Push registration failed

Fix: Check your device's internet connection to ensure it is stable. A poor connection can prevent push notifications from being registered. OR... ⇲
 
Settings issue

No option to enter OTP

Fix: Ensure that you are on the correct login screen where the OTP input field should appear. If it is not visible, try refreshing the app or res... ⇲

Token number not appearing

Fix: Check if you are logged into the correct account that has access to the tokens. If you have multiple accounts, ensure you are using the righ... ⇲

No support for second level OTP

Fix: Check with your IT department to see if second-level OTPs are supported and if there are any specific configurations needed for your account... ⇲
 
Security issue

Server certificate not trusted

Fix: Ensure that your device's date and time settings are correct, as incorrect settings can lead to certificate trust issues. Go to Settings > D... ⇲
 
Support issue

Poor customer support

Fix: Utilize any available self-help resources within the app or on the official website, such as FAQs or user guides, to troubleshoot issues ind... ⇲
 
Downloads issue

Download issues

Fix: Ensure that your device has enough storage space available for downloads. Go to Settings > Storage to check available space and clear unnece... ⇲

Download issues on specific devices

Fix: Ensure that the specific device has enough storage space available for downloads. Go to Settings > Storage to check available space and clea... ⇲
 
Installation issue

Restricted installation on Chrome OS

Fix: Check if your Chrome OS device supports Android apps. If it does, ensure that you have enabled the option to install Android apps in the set... ⇲
 
Messages issue

OTP not received despite attempts

Fix: Check your device's notification settings to ensure that notifications from Citrix Secure Access are enabled. Go to Settings > Apps > Citrix... ⇲
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 what users are saying
Good experience
76.6%

Bad experience
23.1%

Neutral
0.0%

~ from our NLP analysis of 632 combined software ratings.

 Private Data Citrix Secure Access collects from your Android
  1. read phone status and identity
  2. read the contents of your USB storage
  3. modify or delete the contents of your USB storage
  4. take pictures and videos
  5. view Wi-Fi connections
  6. view network connections
  7. full network access
  8. run at startup
  9. prevent device from sleeping
  10. receive data from Internet