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Download Request failure, Client Machine sending FIN, ACK

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.sharepoint.com/:f:/p/caio_gomes/EqsHN7owGrpGuwPHw8UOAnMBdw9MXGDZe3u6WczysOHbVA?e=nmZ1ed

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

Download Request failure, Client Machine sending FIN, ACK

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.sharepoint.com/:f:/p/caio_gomes/EqsHN7owGrpGuwPHw8UOAnMBdw9MXGDZe3u6WczysOHbVA?e=nmZ1ed

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