Citrix NetScaler

Fixing the Citrix Access Gateway blank page in Microsoft IE 11 (Internet Explorer 11) on your Netscaler


If you have a Netscaler and are using the Citrix Access Gateway (aka Netscaler Gateway now), you might have users using IE 11 (Internet Explorer 11) complain they are getting a blank page. Chrome and Firefox will work fine but IE11 just doesn’t want to show the login page. A quick work around is to tell the user to view the site in compatibility mode or use a different browser but that will annoy users after some time. You have to make it as easy as possible for your users since not all of them are going to be tech savvy.

The best thing to do is force Internet Explorer into compatibility mode on page load. Just open up the index.html running in flash and the one in your theme:

Flash - /netscaler/ns_gui/vpn/index.html

Theme - /var/vpn/themes/Horizon1/ns_gui/vpn/index.html

and add the following line in header at the top before the body tag:

so it looks like this:


You can choose which version of IE to emulate and Stackoverflow has an excellent post on the differences between each here:

In my experience, sticking with emulating IE9 works great with the Access Gateway. Users won’t even know the difference. Hope this helps!

About Jason Samuel

Jason Samuel lives in Houston, TX with a primary focus on strategic advisory and architecture of end-user computing, security, enterprise mobility, virtualization, and cloud technologies from Citrix, Microsoft, & VMware. He also has an extensive background in web architecture and networking over his 20+ year career in IT. He is an Author, Speaker, and Local User Group Community Leader. He is certified in several technologies and is 1 of 63 people globally that is a recipient of the prestigious Citrix Technology Professional (CTP) award. He is 1 of 42 people in the world that has been awarded as a VMware EUC Champion and VMware vExpert. He is a featured author on DABCC which provides the latest IT Community News on Cloud, Data Center, Desktop, Mobility, Security, Storage, & Virtualization. In his spare time Jason enjoys writing how-to articles and evangelizing the technologies he works with. Disclaimer: The content and opinions expressed in articles and posts are his own and are by no means associated with his employer.

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  1. Trevor Prokop

    December 30, 2013 at 7:10 AM

    Great solution, thanks for sharing.

  2. Jason Samuel

    December 30, 2013 at 5:34 PM

    Glad to help Trevor!

  3. Tony

    January 7, 2014 at 11:51 AM

    IE10 works fine with the changes but IE11 miss some header content/logo.

  4. Bob

    January 12, 2014 at 6:53 AM

    This change did make the NetScaler page render properly without having to be in compatibility mode, but the Citrix Web Interface 5.4 then asks for the plug-in install (when it’s already installed). Adding the site back to compatibility mode makes the Web Interface work properly.

  5. Jason Samuel

    January 13, 2014 at 5:02 PM

    I’m not sure why that is happening to you. I tried just now with Web Interface 5.4 with silent detection enabled and it went right through. The ActiveX Control for detection worked as expected.

  6. andyH

    January 14, 2014 at 1:07 PM

    Nice workaround for /vpn/index.html, but there is some more stuff, connecting to a WI 5.4 that does not work. silentdetection.aspx, default.aspx, launcher.aspx, …?
    Who knows what exact pages need this META- IE9 Tag?

  7. Jason Samuel

    January 14, 2014 at 3:47 PM

    I was unable to replicate the problem on WI 5.4, it works normally for me. You can try including the IE9 emulation line to the header code for those pages. If I remember right all those pages should have an include file at the top. Keep digging backward until you find the include file with the HTML headers and drop the IE9 emulation line in it. It should work. I can try looking for the exact files that need to be modified later in my lab.

  8. Drshutt

    February 12, 2014 at 12:10 PM

    Did anyone find the file that needs to be updated on WI 5.4. I am also having this issue. When a user clicks on a published app it prompts them at the bottom of the page to save or open the .ica file.

  9. Byron

    June 2, 2014 at 9:16 AM

    Does anyone know what needs to be modified to fix this for the change password page? Thanks!

  10. DaveT

    July 28, 2014 at 5:55 AM

    Hi Guys,
    Did anyone fix this for when the plugin detection fails after the Netscaler fix is applied?

    For me, I get as far as downloadNative.aspx.

    I’ve tried adding the IE9 header info to various places, including the web.config as per here – – but I can’t get it to past the downloadNative.aspx page.

    Any thoughts?

    Cheers guys!

  11. Dennis Gamboa

    August 6, 2014 at 6:58 AM

    Hi All, I experienced this error when upgrading my IE to ver11. What I did was click Tool then click Compatibility view settings then add the your website and it resolved the issue. Hope this helps. Thanks.

  12. Alain Assaf

    May 3, 2016 at 3:01 PM


    I know this is an old post, but has anyone run into trouble when the user has to change their password. I’m using a custom theme and the login page that is generated when a user has to change their password, does not display correctly and is missing the meta tag to emulate IE9. I’ve dug into the javascript files trying to put this line in but have not had any luck.

    I’m running firmware NS10.5.57.7 nc and will update to a newer 10.5 firmware, so this may have been addressed by Citrix.


  13. David Salas Villalobos

    August 17, 2017 at 11:35 AM

    My index.html already has a line:

    meta http-equiv=”X-UA-Compatible” content=”IE=edge”

    should I remove it an add the new one, or should I keep both?

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