Published by Citrix Systems, Inc on Dec 15, 2023

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About Citrix Secure Access

1. Citrix Secure Access (formerly Citrix SSO) app enables secure access to business critical applications, virtual desktops, and corporate data from anywhere at any time, providing an optimal user experience with the NetScaler Gateway. • Always-On connection support with client certificate on Android 7. • Multi factor authentication with biometrics support on Android 6.

2. Please contact your organization’s IT group for connection information. • If you are deploying Citrix Secure Access app in a managed Work Profile or Device Profile, it uses QUERY_ALL_PACKAGES permission.

3. Typically, Citrix Secure Access app does not collect any personally identifiable data from managed Work Profile.

4. A managed VPN configuration allows controlled access to the VPN session from specific applications on your Android device from the Work Profile or the Device Profile.

5. It is also advised to pre-grant POST_NOTIFICATIONS permission to Citrix Secure Access app so that it can show VPN status and Push notifications to the user on Android 13 and later devices.

6. Credentialed access to a NetScaler Gateway installation with release 10. 5 or later.

7. This permission is used by enterprise administrator to provision managed VPN configurations.

8. No information from personal profile is accessed.

Citrix Secure Access Customer Insights

1. Stay on same login screen if I mistyped my password.For users who are using this app on iOS DO NOT Upgrade to the latest version! As it breaks the native OTP function with Netscaler ADC gateway native otp.! Citrix still don't know the ETA for the next fixed release.

2. :(The token number not appear, sometimes.. it hard for me to do work, how to solve this issue?Seems to be removing / and any text at the end of the connection string.

3. Remove the notification that I can't swipe away when a successful connection is established (I need to access my Chrome address bar straight away and the notification is in my way).

4. However seems to work fine on IOSUnable to turn on VPN, error shows, "Server certificate not trusted"The shows that i am connected to VPN when i am not.

5. The app is not able to make the connection.In ChromeOS, PixelBook Go, Chrome itself can't connect to inner infrastructure.

6. Only Android Apps can connect to VPN in CgromeOSI updated to latest app and otp functionality is completely broken.

7. Does the job, but needs some obvious UI improvements, eg ability to disconnect directly from notification tray.

8. Now i can't connect to office network from my android device.

9. Now can't add any tokensUnable to login after 1000 attempts.

10. Please helpThe app scan qr is not working.

11. Suddenly token disappeared.

Steps to Troubleshoot & Fix Citrix Secure Access Issues

1. Fix Citrix Secure Access Not Working/Crashes/Errors/Unresponsive & Black/White screen:


  1. Restart Citrix Secure Access: Restarting the app will resolve most errors.
  2. Update the Citrix Secure Access App. Here is how:
    1. On Android goto PlayStore » Search for "Citrix Secure Access" » Open Citrix Secure Access » click "Update".
    2. On iPhone, goto AppStore » Your profile » Available Updates » Check for Citrix Secure Access » click "UPDATE".
  3. Clear Citrix Secure Access app cache: Clearing cached data will force your app to retrieve the latest data directly from Citrix Secure Access servers.
    1. On Android, goto Settings » Apps » Select "Citrix Secure Access" » click Storage » click "Clear Cache".
  4. Check Citrix Secure Access app permissions. If any of these permissions required to use your device's features are disenabled, Citrix Secure Access might not work.
  5. Uninstall and reinstall Citrix Secure Access. If nothing else has worked, completely uninstall Citrix Secure Access then reinstall.
  6. Restart your device. Last, restarting your device can often clear most problems causing Citrix Secure Access not working


2. Fix Citrix Secure Access Server issues & Internet Connection


  1. Check network connection: An unstable Internet will make Citrix Secure Access be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
  2. Disable VPN: VPN can cause connection errors and lead to Citrix Secure Access not working. Make sure all VPNs are off
  3. Enable background data: When Background data is turned off, Citrix Secure Access may not be able to connect to the Internet when running in the background.

Reported Issues

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