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rhw80
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Monday, February 17th, 2025 3:19 AM

Starting Citrix Secure Access VPN disables internet traffic

I was just given a new work laptop with Citrix Secure Access VPN (v24.11.1.17) - as soon as I log on with Citrix my internet traffic stops.  It doesn't matter if I'm on wifi or cabled to the XFi router/modem (TG02DCW4482CT). I see a lot of posts about VPN issues but don't see anything specific about changing any router settings to get it to work.  Hoping someone has a specific suggestion related to this router to get VPN traffic to work.

One thing I learned today - it appears to be a DNS issue. As soon as VPN starts, I do not get a reply from "ping www.google.com" but I do get a reply from "ping 8.8.8.8".  I can access sites with the IP address but not by name so it looks like the lookup isn't happening.

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2 months ago

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XfinityMarcus

Official Employee

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1.4K Messages

2 months ago

rhw80 thank you for using the Community Forums page to reach out and share your experience with trying to use your internet connection while also connected to the VPN. Are you a residential Xfinity internet customer?

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rhw80

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18 Messages

Yep I am a residential customer. We've tried everything. Once the vpn starts I can successfully ping an IP address but not a domain name.

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2 months ago

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XfinityMarcus

Official Employee

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1.4K Messages

rhw80 Okay, I would like to take a closer look at things on our end to see what we can do to get your VPN working again as intended while using your home network. Can you please send me a direct message with your full name and complete service address to get started?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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rhw80

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Thanks for your offer.  We had tried so many things that the recommendation from the support team was to reimage the laptop and start over. Especially since the laptop that was replaced worked fine with the same version of software.  It's not clear why, but when VPN started up, something was preventing DNS lookups. We wiped the laptop, reinstalled the corporate image and reinstalled the software.  Everything now appears to be working so thanks everyone for your help!

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2 months ago

XfinityDemitrius

Official Employee

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1.8K Messages

I am glad to hear that everything is working again. Would there happen to be anything more we could assist you with this evening to help make your experience an even better one @rhw80  

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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EG

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109.9K Messages

@rhw80​ 

Thank you for posting your solution to the community ! Be well !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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EG

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109.9K Messages

2 months ago

@rhw80 @XfinityMarcus 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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rhw80

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@EG​ I already did - please read my comment above ==> "We wiped the laptop, reinstalled the corporate image and reinstalled the software."

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2 months ago

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EG

Expert

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109.9K Messages

2 months ago

@rhw80 

My request was posted before you posted your solution.

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