Ctrix Files showing "Network Unavailable" notification for a few seconds throughout the day

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I have had Citrix Files installed since 8/27/2018 and have installed it on 5 of my other users' machines on 9/12/2018. The app works fine, but it will consistently show a "Network Unavailable" popup for a few seconds, then under 30 seconds later it will show a "Connected" popup. It's an annoying popup to see upwards of 5 times in a 10 hour workday for my users and myself.

All the OS of my users' PCs are Windows 7 and Windows 10.
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Alex D

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Posted 3 months ago

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Alex D

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Could someone please provide some information concerning this issue?
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Prabhat Tyagi, Engineering

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Hi Alex,

The network disconnect message is shown when the app detects that the network is down (or the app is unable to reach to the ShareFile control plane for  any other reason). The app unmounts the drive when this happens, and informs the user via the toast message. 
 
If this issue is happening for all your users on a given network, it looks like the internet connection is disconnecting and reconnecting intermittently during the day. The Citrix Files logs (under %localappdata%/Citrix/Citrix Files/Logs) would also log the connection status. Please send the logs to cfwin.feedback@citrix.com, and we will investigate it.


Cheers
Prabhat Tyagi
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Alex D

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Hi Prabhat,

Thanks for getting back to me. I sent the logs along just now as you requested.

I don't believe my network is down as I have 8 PCs attached to the network and none experience any network issue. In addition, one PC on my network has a Bloomberg terminal running on it. If there was any network issues the PC would be signed out of the Bloomberg terminal. The PC hasn't once been signed out these last few weeks due to network connectivity, so I strongly believe it's not a network issue.

I could be wrong though.

Regards,
Alex
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Prabhat Tyagi, Engineering

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Hi Alex,

Thanks for sending the logs. The logs do indicate intermittent network outage which could be due to two reasons -
1. Network being flaky
2. Health check to ShareFile service.

While we want to detect the degradation in the service as early as possible, we have some ideas on reducing the false positives as it appears to be happening in your case - likely due to the health check (#2 above) calls not returning within the expected time frame. Since last week we also had some latency that we had encountered in the backend services which has been addressed today, and we believe it might be contributing to this. 

In any case, we will have the false positives addressed/improved in the upcoming release. 

Cheers
Prabhat Tyagi
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Alex D

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Hi Prabhat,

Thank you for the detailed response and going through my logs. 

Do you have an approximate date for the upcoming release?

Regards,
Alex
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Prabhat Tyagi, Engineering

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Hi Alex,

We are expecting the next release (v4.3) to go out before mid November. 

Cheers
Prabhat Tyagi
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Alex D

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Hi Prabhat,

It seems to be working good. I'm still having the issue of my Citrix Files app icon in the system tray showing Network not Connected for just a few seconds before it reconnects. It happens throughout the day roughly every 30 minutes.

I noticed it's not happening for my other users either, just on my machine right now. Do you have any idea what might be causing this? 

I can confirm my internet connection to my machine never stops as monitored on my firewall. 

Regards,
Alex
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Prabhat Tyagi, Engineering

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Hi Alex, 

We did make some improvement to reduce the false alarms. Can you please upload your latest logs, and I will have a look.

Also does it happen for cases when you come back from sleep or while switching network, or intermittently through out the day when the network is persistently available. 

Cheers
Prabhat Tyagi
(Edited)
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Alex D

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Hi Prabhat,

I just submitted the logs with reference #dee243. It happens intermittently throughout the day as well. I have a static connection to the same network throughout the day. 

I just uninstalled the Sync app as I don't need it anymore with the offline capability of Citrix Files now so I'll follow up if that improves the Network Unavailable messages.

Regards,
Alex