DNE Support

How to fix DNE installation and other problems

Having problems with DNE?

Don’t worry, DNE is not a virus or a rootkit (although some anti-rootkit products may mistakenly flag it)!

Citrix supplies software software to a number of software and hardware companies.  When they install their products on your systems, they will often contain DNE.

DNE extends operating systems and network protocol devices and stacks to introduce measurement and controls.  Our customers use these extensions to build products that do things like intrusion detection, VPNs, Network Address Translation (NAT), traffic measurement, response time measurement, bandwidth control, compression, content filtering, content protection, policy management, proxies, billing, packet marking, routing, protocol translation, wireless communication, secure tunnels and much more.

*NOTE: The download links on this page require the use of Internet Explorer.


Install problems

Sometimes problems arise using or installing DNE. Most often these are the result of corruptions in the operating system (a known Microsoft bug), back level device drivers,  incompatible 3rd party software or overzealous firewall or antivirus programs.

We have seen issues with Dell Security Device Driver Pack, with Trend Micro and with McAfee Antivirus packages when they are configured to scan the kernel and drivers, and with Symantec Endpoint Protection which seems to aggravate the Microsoft bug where the OS cannot install or uninstall DNE or other IM drivers like DNE.  If it’s possible your problem is caused by a firewall or antivirus program, be sure to double check your firewall/antivirus settings or disconnect from the network and disable your personal firewall/antivirus program.  Then try the installation again.  Reenable your firewall and antivirus programs, then reconnect to the network.

If that doesn’t work, we have a utility called Winfix that can clean up most Windows operating systems to enable installation of products that use DNE and other products like DNE. We suggest trying to uninstall the program that uses DNE (e.g. a VPN client), then download* and run the following:

ftp://files.citrix.com/winfix.exe
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/winfix.exe )

Next, download* and install the latest DNE:

ftp://files.citrix.com/dneupdate.msi for 32-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate.msi )

ftp://files.citrix.com/dneupdate64.msi for 64-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate64.msi )

Then reinstall the product that uses DNE.

If that fails, you might try downloading and running ccCleaner (a freeware program that sometimes helps), Microsoft’s MSI cleanup tool, and/or as a last resort, try a Windows Repair, and repeat the steps above.  If these don’t work, then unfortunately, you’ll likely have to reinstall your operating system to resolve the corruption.

Other DNE Problems


DNE now supports WWAN devices in Win7.  Before downloading the latest version of DNEUpdate from the links below,  be sure you have the latest drivers for your network adapters by downloading them from the vendors’ websites.
 
ftp://files.citrix.com/dneupdate.msi for 32-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate.msi )
 
ftp://files.citrix.com/dneupdate64.msi for 64-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate64.msi )

DNE Downgrades


If for some reason you need to downgrade DNE from the current version, please follow these steps:

  1. Uninstall DNEUpdate
  2. Uninstall any products that use DNE
  3. Reboot
  4. Install the older DNEUpdate from the links below and then reinstall the program(s) that use DNE.
ftp://files.citrix.com/dneupdate_3_22_8.msi for 32-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate_3_22_8.msi )

ftp://files.citrix.com/dneupdate64_3_22_8.msi for 64-bit
(If on an internal Citrix network, please use ftp://ftpsupport.citrix.com/dneupdate64_3_22_8.msi )

Other DNE Problems


Crashes - BSODs
 
With tens of millions of copies of DNE installed and over 12 years in the market, there are no known crash issues with DNE.  However, because DNE is a kernel-level NDIS module that relies on packets from other drivers, we sometimes see crashes that appear to be in DNE.  Generally these are caused by bugs in other products or drivers.  If you send us a minidump from any crash (see Contact Us below), we’re happy to take a look to help determine the culprit.
 
Security Warnings
 
A minor security problem has been reported for early versions of DNE. Please refer to the Citrix Security Bulletin CTX117751 for more details.

Contact Us

For DNE support requests, please include the following information:

  • Operating System version and service packs
  • The name and version of the product(s) using DNE
  • Description of the problem(s) you’re experiencing
...and send to support.dni@citrix.com

*NOTE: The download links on this page require the use of Internet Explorer.