Summary
What to do when you encounter "Connection Error: Engine was not loaded,; You have not chosen to trust "Entrust Root Certificateion Authority", the issuer of the server's security certificate. Error Number: 183."
Affected Devices:
Apple devices running Citrix Receiver version 7.2.2
Includes: iPhones and iPads.
Error:
Connection Error: Engine was not loaded,; You have not chosen to trust "Entrust Root Certification Authority", the issuer of the server's security certificate. Error Number: 183.
Cause:
As part of new security enhancements to the Citrix Receiver clients for the Apple platforms, Receiver for Mac 12.5 and Receiver for iOS 7.2.2 introduces
a new, stricter, validation policy for server certificates
.
With this change the Receiver client now uses all certificates supplied by NetScaler Gateway during the SSL certificate validation process. This includes all intermediate and root certificates associated with the server certificate.
In the event that any certificate in the chain is missing, not trusted, or incorrect, the connection fails.
This validation policy is stricter than typical web browsers enforce. (
Citrix, 2017
)
Solution(s):
Option (1)
Update to version 7.2.3 release June 14th, 2017. This update can be completed via your devices application store. (
Liu, 2017
)
Option (2)
De-link intermediate2.crt and root.crt from the certificate path in NetScaler. (
Citrix, 2017
) (
Stalhood, 2017
)
1) From the NetScaler GUI, select
NetScaler > SSL > Certificates
.
2) Right click on the Root Certificate and select Unlink.
3) Right click on the Intermediate2 Certificate and select Unlink.
References
Citrix
. (2017, 02 21). Error: "You have chosen not to trust the certificate” When Using Receiver for Mac 12.5 or Receiver for iOS 7.2.2 or Newer Versions. Retrieved from Citrix.com Support:
https://support.citrix.com/article/CTX108800
Liu, G. (2017, 06 13). CITRIX EMPLOYEE. Retrieved from Citrix.com Forum: https://discussions.citrix.com/topic/387585-ssl-error-when-connecting-citrix-receiver-722-for-ios-to-netscaler/
Stalhood, C. (2017, 06 07). Citrix receiver update on iOS login error. Retrieved from Citrix.com Forum: https://discussions.citrix.com/topic/387586-citrix-reciever-update-on-ios-login-error/
If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance:
Hours of Operation:
Sunday 8:00 PM ET to Friday 8:00 PM ET
North America (toll free): 1-866-267-9297
Outside North America: 1-613-270-2680 (or see the list below)
NOTE: It is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call.
| Country | Number |
| Australia |
0011 - 800-3687-7863
1-800-767-513 |
| Austria | 00 - 800-3687-7863 |
| Belgium | 00 - 800-3687-7863 |
| Denmark | 00 - 800-3687-7863 |
| Finland |
990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet) |
| France | 00 - 800-3687-7863 |
| Germany | 00 - 800-3687-7863 |
| Hong Kong |
001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax) |
| Ireland | 00 - 800-3687-7863 |
| Israel | 014 - 800-3687-7863 |
| Italy | 00 - 800-3687-7863 |
| Japan |
001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ) 0061 - 800-3687-7863 (IDC) |
| Korea |
001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom) |
| Malaysia | 00 - 800-3687-7863 |
| Netherlands | 00 - 800-3687-7863 |
| New Zealand |
00 - 800-3687-7863
0800-4413101 |
| Norway | 00 - 800-3687-7863 |
| Singapore | 001 - 800-3687-7863 |
| Spain | 00 - 800-3687-7863 |
| Sweden |
00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2) |
| Switzerland | 00 - 800-3687-7863 |
| Taiwan | 00 - 800-3687-7863 |
| United Kingdom |
00 - 800-3687-7863
0800 121 6078 +44 (0) 118 953 3088 |