A list containing the majority of Citrix Cloud support articles collated to make this page a one stop place for you to search for and find information regarding any issues you have with the product and its related dependencies.
The page is updated daily with new support articles and information. Articles will change from time and if information here is outdated or incorrect please let me know using the comments. Links may also expire or change so if you find broken links, please again let me know. For each issue, known product versions affected are recorded however that does not mean product versions that aren’t listed are not affected.
There is a search box that you can use if looking for a specific fault. For example if you have an error code or error message, use that to perform a search. You can also use your browsers search feature which will perform a search against the whole page based on the words you enter.
Citrix Cloud:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | VDA failed to register with Delivery Controller with Event Log ID 1022. | Restarting the Cloud Connector server helps to reset the faulted channel. The Microsoft.ServiceBus.Channel which is used by the Cloud Connector to communicate with Citrix managed Delivery Controllers may be in a faulted state. | Citrix XenApp and XenDesktop Service | https://support.citrix.com/article/CTX225605 |
| 2 | Citrix Cloud Connector fails to update and is unable to exit maintenance mode. This results in an outdated connector that is unable to handle service requests. This can be caused by conflicting software installed on the Cloud Connector server that blocks updates or an unexpected error occuring during maintenance. | Delete Cloud Connector from Citrix Cloud and uninstall the Cloud Connector followed by installing the newest version. | https://support.citrix.com/article/CTX224073 | |
| 3 | From an on-premises location, user is unable to access cloud hosted StoreFront website. The same website can be accessed from external locations. | Configure proxy server to allow traffic to XenApp and XenDesktop URLs such as https://*.xendesktop.net. | Citrix XenApp and XenDesktop Service | https://support.citrix.com/article/CTX223020 |
| 4 | Cloud Connector does not complete its initial installation due to inability to validate the code signing certificate. | The Citrix Cloud Connector being installed does not trust the primary or intermediate certificate which is used to sign the .exe bundle that installs the Citrix Cloud provider services. This is usually not an issue if Windows Updates are allowed and the Cloud Connector server is patched. | https://support.citrix.com/article/CTX223828 | |
| 5 | User unable to log on to mdx.xm.cloud.com. | Make sure to invite the user as an administrator within Citrix Cloud under "Identity and Access Management". Once the invite is sent and accepted, the user should gain access. | https://support.citrix.com/article/CTX227458 | |
| 6 | Citrix Studio does not start and you receive a "Snap-in Unavailable" error. | Clear idle and disconnected sessions for the administrator attempting to launch Studio. | Citrix XenApp and XenDesktop Service | https://support.citrix.com/article/CTX227672 |
| 7 | When using Citrix Cloud and an on-premises StoreFront server configured for SAML authentication, when the Receiver for Web session times out you receive error "Please close your browser to protect your account". | Add "CTXS.allowReloginWithoutBrowserClose = true" to "C:\inetpub\wwwroot\Citrix\Web\custom\script.js". | Citrix XenApp and XenDesktop Service. | https://support.citrix.com/article/CTX227673 |
| 8 | When you look at the brokering time from Citrix Studio in a Citrix Cloud environment, you will notice the time is displayed in UTC timezone. | There is no current way to change this, but there is currently an enhancement request with Citrix. | https://support.citrix.com/article/CTX228699 | |
| 9 | The XenApp and XenDesktop Service status shows as pending. | The customer trial had expired. | https://support.citrix.com/article/CTX229425 | |
| 10 | XenMobile Service on Citrix Cloud fails to connect to on-premises PKI/StoreFront servers with error "Connection Failed". | This happens when the proxy does not honour wildcard certificates when they are specified in the bypass list. Follow the CTX article for workaround steps. | Citrix XenMobile Service. | https://support.citrix.com/article/CTX229792 |
| 11 | You cannot add an "Auth domain" under "IDP Configuration" when trying to integrate XenMobile Service with the Citrix Identity Platform. | You must configure the Identity and Access Management Service with Azure Active Directory before attempting to configure the XenMobile Service. | Citrix XenMobile Service. | https://support.citrix.com/article/CTX230305 |
| 12 | When opening Studio under the "Manage" tab, it takes a long time to load or does not load at all. | Log off the Receiver for HTML session and try again. | Citrix XenApp and XenDesktop Service. | https://support.citrix.com/article/CTX231201 |
| 13 | When attempting to link an Azure subscription under "XenApp and XenDesktop Service -> Manage -> Azure Subscription -> Add Subscription" there is no subscriptions available for selection. | This happens when you have logged on to an administrator account which is located in a different Active Directory than the Azure subscription. You have to use an account from the same AD directory as the subscription to be able to link it. | Citrix XenApp Essentials. | https://support.citrix.com/article/CTX231598 |
| 14 | Newly deployed VDAs try to register with Delivery Controllers which were never set in the ListofDDCs. | Disable "Enable auto update of controllers" or set the resources of host connection to the target zone. | https://support.citrix.com/article/CTX233066 | |
| 15 | Smart Check flags that the "Citrix PVS Two-Stage Boot (TSB)" service is not running. | This service is used for ISO booting. If you do not use BDM, you can hide this alert. | https://support.citrix.com/article/CTX235365 | |
| 16 | Issuing commands to turn of MCS Image Preparation steps fail. | To issue PowerShell commands that turn on or off MCS Image Preparation steps, Citrix must do this for you due to lack of permissions. | Citrix XenApp and XenDesktop Service | |
| 17 | You receive error "Your apps are not available at this time" when logging on to Citrix Workspace. | If you are using a proxy to access Citrix Workspace, you must allow access to URL "https://sf-region.citrixdata.com". The URL is the content delivery network (CDN) which hosts the user interface layer for the new Workspace user interface. | https://support.citrix.com/article/CTX237532 | |
| 18 | After upgrading to XenDesktop 7.15 CU2 from CU1, you cannot create or update Machine Catalogs in AWS. | Via Studio, edit your AWS Hosting connection, and remove the "UseExplicitVpcForVolumeWorkerBootstrap=true,VolumeWorkerInstanceType=m3.medium" parameter from the "Connection options" box. | https://support.citrix.com/article/CTX237721 | |
| 19 | When running a test from Studio against a Machine Catalog, you cannot view the report. When clicking "Show report" you receive error "The support page could not be displayed because a web browser could not be started". | This is a current limitation as the Citrix Cloud hosted Delivery Controller's web browser is locked down. | https://support.citrix.com/article/CTX238641 | |
| 20 | VDA Smart Check returns error "network path not found". | On the VDA, enable the RPC service and allow the Delivery Controller(s) to communicate with VDAs over TCP port 135. | https://support.citrix.com/article/CTX239184 | |
| 21 | When launching Studio from Citrix Cloud, you see message "Enter a Controller address to get started". | This can be caused by a hung or disconnected session. Click the hamburger icon and select "Log Off". Log off the cloud portal and close your browser. Launch a new browser and log on to Citrix Cloud again. | https://support.citrix.com/article/CTX240011 | |
| 22 | You receive message "There was a problem retrieving admins from Azure AD" when attempting to add accounts to Citrix Cloud for administration. | Log on to Citrix Cloud with an account that is a global admin of the Azure AD tenant you are searching. | https://support.citrix.com/article/CTX226725 | |
| 23 | You cannot delete a Machine Catalog when using the Virtual Apps and Desktops service. | This could be caused by a communication issue between the Cloud Connector and cloud Delivery Controller at the time of deleting catalogs. Remove any machines from the Machine Catalog. Use the Citrix Cloud PowerShell SDK to remove the catalog using cmdlet "Remove-BrokerCatalog". | https://support.citrix.com/article/CTX235501 | |
| 24 | The published desktop name in Workspace displays the old name after it is renamed from Studio, in Citrix Cloud. | Follow the CTX article to rename the published name using the cloud SDK. | https://support.citrix.com/article/CTX249917 | |
| 25 | When creating an Application, you cannot select an icon file and therefore cannot save the created action.. | Enter the full path. | Citrix Workspace Environment Management Service. | https://discussions.citrix.com/topic/401721-wem-citrix-cloud-creating-application-icon/ |
| 26 | When using the Application Delivery Management Service from Citrix Cloud with built-in agents on ADC, SNMP traps, device backups and Syslogs are not captured. | The "MastoolId" process in builtin agents is not working as expected. This is a known issue. | Citrix Application Delivery Management Service. | https://support.citrix.com/article/CTX256803 |
| 27 | Studio in Citrix Cloud shows the power state of some virtual machines as "Off" or "TurningOn" however the machines are on and registered. | Rebooting the Cloud Connectors and removing then adding the troublesome virtual machines back to their Delivery Group solved the problem. | https://discussions.citrix.com/topic/403947-citrix-cloud-studio-vms-power-state-stuck-on-off-turningon/ | |
| 28 | When using a custom domain security group, applications are not enumerating. Using "Domain Users" works. | This can be due to stricter permissions in Active Directory. The Cloud Connector's AD Agent service interacts with Active Directory and should be running as "Network Service". Make sure the Cloud Connector computer account/Authenticated Users has the permissions to read all containers and objects to be used with Citrix Cloud. | https://support.citrix.com/article/CTX259070 | |
| 29 | When attempting to import machines from Citrix Provisioning to a Machine Catalog from Citrix Cloud hosted Studio, error "The specified domain either does not exist or could not be contacted" appears. | One of the machines being added has lost trust with the domain. | https://discussions.citrix.com/topic/404247-domain-cannot-be-contacted-error-when-adding-pvs-machine-to-machine-catalog-in-citrix-cloud-studio/ | |
| 30 | VMware machines fail to restart and cannot be forcefully restarted. This issue applies to all versions of VMware. The problem occurs in machine catalogs that have persistent (dedicated) VMs, or, VMs that are power managed. | This only affects Citrix Virtual Apps and Desktops Service customers, not on-premises customers. The issue is resolved in later Cloud Connector releases. | Citrix Virtual Apps and Desktops Service. | |
| 31 | When using Okta integrated with Citrix Cloud using OpenID Connect (OIDC), users that are members of more than 200 Active Directory groups may not see their applications. | As of December 2021, this is currently a Citrix Cloud / Okta integration limitation. Use SAML 2.0 instead of OpenID Connect. The known issue is referenced as "CCVADHELP-1044". | ||
| 32 | When adding machines to a Machine Catalog you receive error "Failed to create the computer account due to a problem with Active Directory. This is often caused by the user running Studio not having permission to create computer accounts in the selected OU". | The Hosting connection the Machine Catalog was associated with was associated with a Resource Location which had been deleted. Recreating the Hosting connection was the fix in this instance. | ||
| 33 | Creating a Microsoft Azure based Machine Catalog failed with error "Could nto resolve storage account 'storageaccountname'. Please ensure it was created through the Storage Resource Provider in the same location as the computer resource.". | During Machine Catalog creation a Machine Profile was selected which was configured to send diagnostics to a storage account in another Azure Region. MCS was trying to configure the VMs it was creating to use this remote storage account which is not possible. | ||
| 34 | Static persistent VDI desktops are powering on even if a user has not logged on. | This can happen when peak hours are set and the 'AutomaticPowerOnForAssignedDuringPeak' property is set to 'True'. | ||
| 35 | When launching a session from a Resource Location that is configured to use an on-premises Gateway "Traditional Gateway" rather than Gateway service for connectivity the error "The Citrix SSL server you have selected is not accepting connections" is displayed. | One user was affected, whose network was blocking access to the on-premises Gateway. | ||
| 36 | When launching a session you receive error "An existing connection was forcibly closed by the remote host". | With Rendezvous not in operation, one Cloud Connector could not proxy the ICA traffic to the VDA on TCP port 2598. | ||
| 37 | When launching an application the error "Unable to launch your application due to an internal error" was being received. | The Citrix Cloud Connector was attempting to complete the three-way TLS handshake but this was breaking down due to a firewall issue. | ||
| 38 | Launching resources fail with error "Gateway authentication failed because VDA refused connection for this session. Try again later. If the problem persists, contact your Helpdesk with error code 2091.2524". | DNS resolution was enabled against the Citrix DaaS Site, however DNS records were stale for the Citrix Virtual Delivery Agents. Once DNS was accurate the issue was resolved. |
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