A list containing the majority of Citrix Endpoint Management (formerly XenMobile) support articles collated to make this page a one stop place for you to search for and find information regarding any issues you have with the product and its related dependencies.
The page is updated daily with new support articles and information. Articles will change from time and if information here is outdated or incorrect please let me know using the comments. Links may also expire or change so if you find broken links, please again let me know. For each issue, known product versions affected are recorded however that does not mean product versions that aren’t listed are not affected.
There is a search box that you can use if looking for a specific fault. For example if you have an error code or error message, use that to perform a search. You can also use your browsers search feature which will perform a search against the whole page based on the words you enter.
XenMobile / Citrix Endpoint Management:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | When opening PDF links through Secure Web Adobe does not appear as an "Open-in" option. | The PDF is actually embedded in HTML, which is why Adobe is not given as an option. | https://support.citrix.com/article/CTX227373 | |
| 2 | If a users device is deleted from XenMobile Server, you are unable to enroll the iOS/Android device again. | Perform a migration from XDM 9 to XMS 10.x using the latest XenMobile migration tool. | https://support.citrix.com/article/CTX227359 | |
| 3 | When users try to enrol or download apps they receive error "Cannot complete request" in Secure Hub. | Upgrade to XenMobile Server 10.5 Rolling Patch 2. | https://support.citrix.com/article/CTX227312 | |
| 4 | Emails are received in Secure Mail on Android 7 but notifications do not show on the screen. | In Secure Mail check the "Check frequency" setting. The preferred value is "Auto". Next check notifications are switched on for Secure Mail by navigating to "Settings -> Notifications". Also check to make sure power saving mode is not switched on, which may prevent notifications from showing. This behaviour in power saving mode can be modified to show notifications for Secure Mail. | https://support.citrix.com/article/CTX227296 | |
| 5 | Policies and applications do not push to iOS devices from XenMobile 10.5 configured with a proxy server. | APNS traffic does not work with Auth and can be configured without authentication as HTTP or SOCKS. | https://support.citrix.com/article/CTX227187 | |
| 6 | You cannot bind secure LDAP on XenMobile. | If you have more than one Domain Controller, install each certificate on XenMobile Server. Also enter the Domain Controller's FQDN in the primary and secondary server fields in LDAP configuration on XMS. | Citrix XenMobile 10.6. | https://support.citrix.com/article/CTX227209 |
| 7 | Windows phone partially enrols on XenMobile. The device is listed as managed on the XenMobile console but all the properties for the device are not listed. | Make sure the XenMobile Server certificate has not expired. If it has, renew it. | https://support.citrix.com/article/CTX210483 | |
| 8 | Secure Mail prompts for a pin such as when the application sleeps or wakes. | This is due to iOS intervention. As iOS puts applications such as Secure Mail to sleep such as when the battery is low. This can also cause notifications to not be delivered until the user brings Secure Mail to the foreground by explicitly opening it. | https://support.citrix.com/article/CTX224215 | |
| 9 | "Incorrect credentials" error received when trying to enrol a device even though the credentials are correct. | Test on other users to see if this is specific to certain accounts. On the affected accounts, within Active Directory, check the samAccountName/UPN is correct. | https://support.citrix.com/article/CTX214077 | |
| 10 | Un-enrolled devices still show as managed. | This is expected behaviour. When a device is un-enrolled client side, the device will remain as managed on XenMobile Server due to the device no longer communicating with XMS. This is not a concern because the secured data that was on the device will no longer be accessible. In a future release, there may be a change to XenMobile that prevent un-enrolling until the device has connectivity to XMS. | https://support.citrix.com/article/CTX227005 |