Last updated 11/6/17Maintained by Connectivity Services Team

NetScaler Secure Gateway Troubleshooting Guide

ContentsJob Aid - Clearing Internet Browser Cache.........................................................................................................2

Internet Explore.............................................................................................................................................2

Google Chrome..............................................................................................................................................3

Mozilla Firefox...............................................................................................................................................4

How to: Add *.duke-energy.com to Trusted Sites in Internet Explore...............................................................5

How to: Repair NetScaler Gateway Endpoint Analysis......................................................................................8

How to: Uninstall NetScaler Gateway Endpoint Analysis.................................................................................10

1.

Job Aid - Clearing Internet Browser Cache

Internet Explore

1. In Internet Explorer, click the settings icon (gear) in the top right-hand corner of the screen.

2. Click Internet options.

3. Click Delete… in the Browsing history session

4. Uncheck the Preserve Favorites website data. Ensure the Temporary Internet files, Cookies, and History boxes are checked. Note: You may check the remaining boxes if you wish (Download History, Form data, Passwords, Tracking Protection). Click the Delete button at the bottom of the window

5. Wait for the browser cache to delete. Note: Deleting Browsing History progress bar window will automatically close when complete.

6. Close all internet browser windows and reopen Internet Explore after clearing cache.

Google Chrome

1. On your computer, open Chrome.

2. On your browser toolbar, click More   More Tools   Clear Browsing Data.3. In the "Clear browsing data" box, click the checkboxes for Cookies and other site

data and Cached images and files.4. Use the menu at the top to select the amount of data that you want to delete. Choose beginning

of time to delete everything. Note: This option does not appear on all devices. 5. Click Clear browsing data.

Mozilla Firefox

1. Click the menu button and choose Options. 2. Select the Privacy & Security panel.

3. In the Cached Web Content section, click Clear Now.

4. Close the about:preferences page. Any changes you've made will automatically be saved.

How to: Add *.duke-energy.com to Trusted Sites in Internet Explore

1. In Internet Explorer, click the settings icon (gear) in the top right-hand corner of the screen.

2. Click Internet options.

3. Select the Security tab. Click Trusted Sites and then click Sites.

4. Uncheck the box for Require server verification. Then enter *.duke-energy.com and click Add.

5. *.duke-energy.com has now been added to your list of Trusted Sites in Internet Explore. Click Close and try accessing your site again.

How to: Repair NetScaler Gateway Endpoint Analysis

Details: Common errors when launching NetScaler Gateway Endpoint Analysis.

1. If the below prompt appears saying NetScaler Gateway Endpoint Analysis needs to be repaired, you can repair it, or uninstall and reinstall. To begin the repair, click repair. 

2. Choose "Close the applications and attempt to restart them". Then click OK. 

3. If the repair was successful, you can close the setup. If the setup was unable to automatically close the requested application, click OK. 

4. Click Yes. This will reboot your system. Once the system reboots, relaunch the website you were attempting to access and NetScaler Gateway Endpoint Analysis will be repaired. 

How to: Uninstall NetScaler Gateway Endpoint Analysis

Details: If NetScaler Gateway Endpoint Analysis has already been installed, but needs to be removed and reinstalled, please follow the below steps.

5. Open the Start menu at the bottom left hand of the screen.

6. Search “Add or Remove Programs”.

7. Click “Add or Remove Programs”.

8. Select the app NetScaler Gateway Endpoint Analysis. This can be found by using the search function.

9. Click the uninstall button. Then click the uninstall pop-up button to confirm.