A list containing the majority of Citrix Director 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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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 Director:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | The Custom Reports Tab is missing from Trends in Director. | You require Delivery Controllers running 7.12 or later and Platinum licenses. | https://support.citrix.com/article/CTX225891 | |
| 2 | Within Trends -> Sessions -> Session Details, sometimes information will not load when you explicitly select any Delivery Group. For example, if 500 sessions are connected, you may only see 3 and a "No data available for specified time period" message. | This issue is fixed in XenApp and XenDesktop 7.14.1. | XenApp and XenDesktop 7.13. | https://support.citrix.com/article/CTX225853 |
| 3 | Within the monitoring SQL database, the MonitorData.Session table shows a "NULL" value for all sessions and Director does not report Average Logon Duration for all sessions. | The Security Descriptor was customised on each VDA denying permission to the Network Service Account which runs UPMPlugin. This permission issue prevented the Desktop Ready event from being logged to Event Viewer. | https://support.citrix.com/article/CTX225857 | |
| 4 | You receive message "Unexpected error. Check your network connection or view Director server event logs for further information". | A private fix is available for Director versions 7.13 and 7.14 with a public fix expected to be integrated in the next release. | XenApp and XenDesktop 7.13, 7.14. | https://support.citrix.com/article/CTX225784 |
| 5 | When you point Director to a specific Delivery Controller you receive message "Cannot retrieve data". | A duplicate SPN is causing Kerberos authentication failures. Remove the duplicate SPN registered against affected Delivery Controller. | XenApp 7.6 LTSR CU4 to XenApp 7.14. | https://support.citrix.com/article/CTX225294 |
| 6 | The failed Desktop/Server OS counter on Director Dashboard does not change even after all of the desktops are registered. | You can perform a workaround by deleting the stale records from SQL however it is advised that you upgrade to XenDesktop 7.12 for a permanent fix. | XenDesktop 7.11 and lower. | https://support.citrix.com/article/CTX225139 |
| 7 | You are presented with a "HTTP 500 Internal Server Error" when browsing to the Director site. | Install ASP.NET 4.5 and validate all other Director system requirements. | https://support.citrix.com/article/CTX207694 | |
| 8 | Under Trends and when browsing to the Logon Performance or Single Application tabs, you get error "Cannot retrieve the data. Data source is unresponsive or reported an error". | It is advised that you contact Citrix Support to figure out which records in which Monitor Database table contain two dates with a gap larger than 596.5 hours. These records need removed manually to revoer the Director page. | https://support.citrix.com/article/CTX222824 | |
| 9 | When viewing Session Details, latency shows as "...". | You need to re-register the ICA and Windows performance counters. | https://support.citrix.com/article/CTX207897 | |
| 10 | Director may show incorrect data when compared to Studio for statistics such as the number of active sessions. | A hotfix is available. | XenApp and XenDesktop 7.11. | https://support.citrix.com/article/CTX223910 |
Vikram Singh Chauhan
April 6, 2018Hi George,
I have two citrix directors in my environment.
Director 1 is with X domain and is working fine.
Director 2 which is with Y domain throws error while logging in “The system is currently unavailable. Please try again later or contact your administrator”.
Have checked DCs fqdn configured under “Service.AutoDiscoveryAddresses in app setting correctly. Still it throws the same error.
Also ran get-configregisteredserviceinstance |measure
count is 240
Also reinstalled Director still the same error.
have also tried to configure DCs IP addresses under “Service.AutoDiscoveryAddresses” still no luck
have tried with single DC FQDN and ip both under “Service.AutoDiscoveryAddresses” – still no luck
In director event log it shows event id 7 with “No Sites could be accessed”
Please suggest?
George Spiers
April 6, 2018Can you ping/resolve the DDCs?
Does Domain Y have its own Citrix Site or is Director in Domain Y trying to contact the Site in Domain X?
Any firewall/connectivity issues blocking communication?
What version of DDCs/Director?
Vikram Singh Chauhan
April 6, 2018Yes I can ping ddcs domain y and domain x are under one forest. It’s xd 7.15 Ltsr
George Spiers
April 7, 2018If Service.AutoDiscoveryAddresses is set correctly, then I would check to see if any traffic is being blocked. Turn off Windows Firewall on the DDCs/Director servers for a quick check. Failing that contact Citrix Support.
Scott Jones
July 25, 2018My DDC is running 7.15 CU2 and my Director server is running 7.15 CU2. I am getting the error Cannot retrieve the data error. I have checked the sql database for a null record to delete but it is not there. Any help with this would be helpful.
George Spiers
July 25, 2018In IIS under the Director virtual directory make sure the application setting “Service.AutoDiscoveryAddresses” contains the correct set of Delivery Controllers and nothing stale is in there. Otherwise contact Citrix support.
vinoth
July 25, 2019Hello George,
1. For xenapp application launch the SSO is not happening in chrome but its working fine in IE
2. In director, we are not getting a full graphic view on the report for one month and one year for 7.6 Cu5
George Spiers
July 26, 2019Is StoreFront in your local intranet zone? Check with IE by browsing to Receiver for Web and then on the web page in a blank space, right-click -> Properties.
Anonymous
September 9, 2019Sorry for the Late Reply
Yes storefront is in our Local intranet zone