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Download Request failure, Client Machine sending FIN, ACK - [RESOLVED]

asked 2018-01-23 14:56:42 +0000

cpalhares gravatar image

updated 2018-01-29 10:30:00 +0000

Good day, everyone.

One of our customers is presenting a peculiar issue and I can't pinpoint the root cause.

They have a Citrix Netscaler (10.76.0.74) that acts as a load balancer (10.76.0.95) for 2 web gateways (10.76.0.93, 10.76.0.94). Those web gateways, by default download any files requested to themselves and scan them, before sending to the client machine (10.76.6.0/23).

Please see diagram on the link below for clarification.

When requesting a large download file, the client machine seems to send a FIN, ACK, timing out the connection and canceling the download.

Initially, I thought the what was sending the FIN, ACK was the Netscaler, not the client machine. I opened a ticket with Citrix, and a skilled but not-so-helpful engineer after reviewing the logs pointed out that the Client Machine sending the FIN, ACK.

Please access the following link for files and screenshots: https://trilogytechnologies-my.sharep...

I'm only starting to get around networking, so I'm a bit lost on how or why would a Client Machine send a FIN, ACK on a download request; even more when we bypass the Netscaler/Web Gateway, the download completes.

Am I missing something here or is it actually the client machine timing out the download cycle?

Many thanks,

Caio

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answered 2018-01-26 15:39:58 +0000

cpalhares gravatar image

Issue resolved, if anyone is interested. The WebGateway itself was causing the Client to time out. I can't quite understand why, but once we created a specific Internet Zone allowing the following sites, the connection stopped timing out: *.edgesuite.net
*.live.com
*.lync.com
*.microsoft.com
*.microsoftonline-p.com
*.microsoftonline-p.net
*.microsoftonline.com
*.microsoftonline.net
*.office365.com
*.outlook.com
*.sharepoint.com
activation.sls.microsoft.com
microsoftonline-p.com
microsoftonline-p.net
microsoftonline.com
microsoftonline.net
odc.officeapps.live.com
office15client.microsoft.com
office365.com
ols.officeapps.live.com

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Asked: 2018-01-23 14:56:42 +0000

Seen: 68 times

Last updated: Jan 29