Can't launch applications - Stuck at "Negotiating capabilities..."

Symptoms

You are unable to launch HarborCloud applications from your computer. All attempts to connect become unresponsive, and the Citrix Receiver gets stuck at "negotiating capabilities" and never completes.

This behavior is specific to just one computer and is not resolved by trying different web browsers, reinstalling the Citrix Receiver, or rebooting your computer.

Cause

This error is caused by bad licensing registry keys on the affected computer. The existing registry keys prevent a connection from being successful.

Caution

You will need to edit your computer's registry to resolve this issue.

Editing your computer's registry can cause critical problems if done incorrectly. In extreme cases you may need to reinstall your operating system. We strong recommend creating a system restore point before editing your computer's registry. We also recommend contacting HarborCloud Support for assistance if you have any qualms or concerns about deleting the registry keys yourself.

HarborCloud cannot guarantee that problems caused by an incorrect use of the Microsoft Registry Editor can be solved. If you wish to edit the registry yourself, you will be doing so at your own risk, and so we recommend taking appropriate backup measures beforehand.

Solution

By deleting the bad registry keys in the Microsoft Registry Editor, we can "reset" the conflicting licensing problem. New licensing registry keys will be created the next time you try to access HarborCloud, and the Citrix Receiver will be able to successfully virtualize your application thereafter. Please create a system restore point prior to proceeding.

  1. Launch the Microsoft Registry Editor
  2. Locate the following registry hive: HKLM\Software\Microsoft\MSLicensing\HardwareID
  3. Delete ClientHWID key
  4. Locate the next registry hive: HKLM\Software\Microsoft\MSLicensing\Store\LICENSE000
  5. Delete the ClientLicense, CompanyName, LicenseScope, and ProductID keys
  6. Restart your computer
  7. Try accessing HarborCloud again

Note that you may have a different hive name under Store than LICENSE000 in Step 4. Whatever the hive name, please delete the four keys listed in Step 5 in that directory.

References

This issue and resolution have been adapted from the following Citrix Support article: http://support.citrix.com/article/CTX123816

You can find information on how to create a system restore point from the following Microsoft article: https://support.microsoft.com/en-us/instantanswers/e6bbddb0-9db4-4d88-9063-42c52c79a96e/create-a-system-restore-point

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