A list containing the majority of Citrix Profile Management 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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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.
Profile Management:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | A bug in Profile Management 5.7 causes "userProfileManager.exe" to consume high memory. | Disable Active Writeback for Registry or else upgrade to Profile Management 5.8 which contains the fix. | Citrix Profile Management 5.7. | https://support.citrix.com/article/CTX224992 |
| 2 | The Start Menu can become unresponsive after several logons and logoffs on Windows Server 2016 RTM/Windows 10 RS1 when used with Profile Management. | Upgrade to Windows 10 build 1703 (Creators Update/Redstone 2). | Windows 10 and Server 2016 build 1607. | https://support.citrix.com/article/CTX224495 |
| 3 | Start Menu icons are not saving within the user profile. | You must add directories and files to the "Directories to Synchronize" and "Files to Synchronize" policy settings. | ||
| 4 | When a hyperlink is clicked within Outlook users are asked "How do you want to open this type of link (http)?". | You must configure on a reference machine Internet Explorer to be the default program for HTTP/HTTPS, export the default associations and apply them to all sessions via Group Policy. | https://support.citrix.com/article/CTX220134 | |
| 5 | Occasionally with "Delete locally cached profiles on logoff" configured NTUSER.DAT cannot be deleted. This can occur when using Windows 10 Redstone or Windows Server 2016. | Upgrade to Profile Management 5.7 which contains the fix. For workarounds, enable a delay before deleting the profile which may help to give whichever process is using NTUSER.DAT time to release any locks. Setting a value higher than 40 seconds is highly recommended. Alternatively you could disable the deletion of cached profiles on logoff if you did not need it. | Citrix Profile Management 5.2. | https://support.citrix.com/article/CTX216097 |
| 6 | Users may experience profile corruption, slow logons or unexpected behaviour if using profiles from differing Windows versions as Roaming or UPM profiles. | The use of profiles across different versions of OS is not supported by Microsoft and may cause undesirable behaviour. It is therefore recommended that profiles covering different Operating Systems are maintained separately and not used across versions. For example, machines running an OS that expect a v4 profile should not receive a v2 profile from Citrix Profile Management and so on. On the other hand Windows 7 profiles are compatible with Windows Server 2008 R2 just as Windows 8 profiles are compatible with Windws Server 2012 for example. | https://support.citrix.com/article/CTX212877 | |
| 7 | File Type Associations fail to roam on Windows Server 2016 and Windows 10 using Citrix Profile Management. | Upgrade to Profile Management 5.8. If you cannot upgrade yet, a workaround is to delete "Speech_OneCore=" from the UPM exclusion list (you are including it for synchronisation) and add "TileDataLayer" to the "Folders to mirror" policy setting. | Citrix Profile Management 5.7. | https://support.citrix.com/article/CTX222433 https://support.citrix.com/article/CTX221380 |
| 8 | The default browser fails to roam on Windows 10 and Windows Server 2016 using Citrix Profile Management 5.7. | Upgrade to Profile Management 5.8. | Citrix Profile Management 5.7. | |
| 9 | Citrix Profile Management (UserProfileManager.exe) may crash every 7 days on 32-bit Windows machines. | Upgrade to UPM 7.15 or as a workaround disable CEIP or contact Citrix for a private fix. | https://support.citrix.com/article/CTX224931 | |
| 10 | Ntuser.dat is not copied to the profile store after logging off a Windows 10 VDA. CUPM logs show "The process cannot access the file because it is being used by another process". | Citrix have released a private fix for this issue which causes Profile Management to retry copying ntuser.dat back to the store if the file is in use the first time. A fix is also part of Profile Management 7.16. | Citrix Profile Management 5.8. | https://support.citrix.com/article/CTX226731 |
| 11 | After enabling Citrix Profile Management for AppData Roaming redirection, you may see a "Do you want to open this file?" Security Warning dialog box when opening a file hosted on a file server. | Using Group Policy, add the file servers FQDN to the Trusted Sites zone via the policy setting "Site to Zone Assignment List". | https://support.citrix.com/article/CTX203962 | |
| 12 | You see Event ID 2002 in the Event Log of VDAs however a logon failure did not occur at that time. | This may be caused by a user cancelling a logon before the logon reuqest completed. | https://support.citrix.com/article/CTX228523 | |
| 13 | When attempting to use the 7.16 ADMX template the Group Policy Management Console throws error "Resource '$(string.XenAppOptimizationEnable_Help)' referenced in attribute explainText could not be found". | Edit the file "ctxprofile7.16.0.admx" replacing "string.XenAppOptimizationEnable_Help" with "string.XenAppOptimizationEnabled_Help". | Citrix Profile Management 7.16. | https://discussions.citrix.com/topic/391579-error-while-accessing-group-policy-management-resource-stringxenappoptimizationenable_help-referenced-in-attribute-explaintext-could-not-be-found/ |
| 14 | Launching applications and/or desktops fail intermittently. | Disable "Offline Support for Profile Streaming". This featuee takes precedence and disabled streamed user profiles. | https://support.citrix.com/article/CTX231196 | |
| 15 | Files become stuck in the "Pending" folder of a users profile after a user logs off. This is noticed on a DFS Namespace. When deleting the contents of the pending folder, you receive a message that a file name is too long. | Disable "8.3 naming" on all volumes on each DFS Namespace server using a command such as "fsutil.exe 8dot3name query C:" to query and "fsutil.exe 8dot3name set C: 1" to disable. | ||
| 16 | User profiles are not fully created if special characters are used in the username. | Special characters in a username are not supported as of yet. | https://support.citrix.com/article/CTX232360 | |
| 17 | The policy "Enable Default Exclusion List - directories" may not work as expected and User Profile Management logs show "HDX Policy DefaultSyncExclusionListDir disabled. Using an empty list". | If you enable this policy setting via Studio, it does not automatically enable all the folder exclusion policies and you must enable each individual one manually. This behaviour is by design for Citrix Studio. If you enable this setting via Group Policy it does automatically exclude all folders in the list. | https://support.citrix.com/article/CTX233464 | |
| 18 | Start Menu icons are missing when using Citrix Profile Management 7.15 LTSR CU1. | This will be fixed in a future LTSR release. | Citrix Profile Management 7.15 LTSR CU1. | https://support.citrix.com/article/CTX232195 |
| 19 | Start Menu icons are missing when using Citrix Profile Management 7.15 LTSR CU1, 7.16 or 7.17.. | For Windows Server 2012 R2/2016 VDAs add "AppData\Local\Microsoft\Windows\Caches" to Citrix policy "Directories to synchronize" or remove Start Menu redirection, then add a "ResetCache" DWORD with a value of "1" to "HKCU\Software\Microsoft\Windows\CurrentVersion\ImmersiveShell\StateStore". | Citrix Profile Management 7.15 LTSR CU1, 7.16, 7.17. | https://support.citrix.com/article/CTX234144 |
| 20 | You receive a black screen when logging on to a VDA running Windows Server 2016 or Windows 10. | Citrix Profile Management is deleting the "AppReadiness" key under "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion". A hotfix "ProfileMgmt_7_15_2001.zip" has been released by Citrix. The fix is also part of Citrix Profile Management 7.18. | Citrix XenApp and XenDesktop 7.15 LTSR CU2 and 7.17. | https://discussions.citrix.com/topic/395017-server-2016-black-screen/ |
| 21 | The Start Menu stops responding to left mouse clicks and does not show any applications. | Add "!ctx_localappdata!\Microsoft\Windows\Usrclass.dat*" and "!ctx_localappdata!\packages" to the "Exclusion List - Directories" and "Exclusion List - Files" policies. | https://support.citrix.com/article/CTX224835 | |
| 22 | WMIprvse.exe experiences high CPU consumption when the number of users on a VDA increases. | Contact Citrix for a private fix. | Citrix Profile Management 7.18. | |
| 23 | Profile Management cannot synchronise Outlook signatures on Windows 10 1709. | Contact Citrix for a private fix. | Citrix Profile Management 7.18. | |
| 24 | With "Logon exclusion check" set to "Delete excluded files and folders", and a member of the local administrators group logs on for the first time, Profile Management deletes the excluded folders from the default user profile. | Contact Citrix for a private fix. | Citrix Profile Management 7.16 to 7.18. | |
| 25 | UPM profiles break if App Layering Elastic Layering is enabled on an image. You cannot click on the Start Menu or open programs etc. | Disable "Profiel Streaming" if used, as the Profile Streaming filter driver and Elastic Layering filter driver compete with eachother. | https://support.citrix.com/article/CTX234619 | |
| 26 | When you log on for the first time the "Downloads" folder will be present if you have it excluded from UPM, however the second logon will present an error when browsing to the Downloads folder. | This is by design. If you exclude the folder from UPM, the second logon will cause UPM to not create that folder. If you need it, either include it or else create it via other methods. | https://support.citrix.com/article/CTX236522 | |
| 27 | Profile Management does not synchronise ".htm" files created in directory "AppData\Roaming\Microsoft\Signatures" on a Windows 10 1709 VDA. | This is a known issue and Citrix are working on a fix. | Microsoft Windows 10 1709 and Citrix Profile Management 7.17. | https://discussions.citrix.com/topic/393826-profile-management-717-not-syncing-htm-file-from-outlook-signature-and-modern-ui-apps-are-broken-after-second-logon/ |
| 28 | Your Outlook profile is not being saved and multiple OST files end up in your profile store. | This was caused by a UPM policy setting configured in Studio that was causing Outlook to prompt for profile creation on every new session for the user. | https://support.citrix.com/article/CTX236587 | |
| 29 | When left-clicking the Start Menu on Windows 10 or Windows Server 2016, nothing happens. | Import registry key "HKLM\Microsoft\Windows\CurrentVersion\Appx\AppxAllUserStore" from a working server that does not have the Start Menu issue. Profile Management 7.15.2000 and 7.17 deleted the "AppxAllUserStore" key and "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\AppReadiness" key. | Citrix Profile Management 7.15.2000 and 7.17. | https://support.citrix.com/article/CTX237192 |
| 30 | Google Chrome preferences are not being saved in the profile. | This is similar to the Windows 10 1709 issue where Profile Management cannot synchronise Outlook signatures. Contact Citrix Support for a private fix. | Citrix Profile Management 7.17. | https://support.citrix.com/article/CTX237720 |
| 31 | After subsequent logons to a Server 2016 VDA, Start Menu tiles appear to be broken and/or missing. | Including "!ctx_localappdata!\TileDataLayer" in the "Directories to synchronize" policy setting solved the issue. | https://discussions.citrix.com/topic/398199-start-menu-doesnt-loads-properly-xa-715-cu2-upm-715200071/ | |
| 32 | Citrix Profile Management 7 1808 does not work correctly. The Citrix Profile Management service crashes, profiles are not loaded and/or not deleted at logoff if configured to do so. | A private fix is available. | Citrix Profile Management 7 1808.2. | https://discussions.citrix.com/topic/398235-upm-doesnt-seems-to-work-with-vda-7-1808/ |
| 33 | When using Profile Management and Google Chrome, you have to type your username in to websites every time you visit them, even though you use the "Remember Me" option. | Make sure that in Citrix WEM, the "Enable File Mirroring" setting is configured with files mentioned in the CTX article. If using Group Policy, the policy is called "Files to synchronize". | https://support.citrix.com/article/CTX232587 | |
| 34 | Blank icons appear in the Start Menu during subsequent logons to Windows 10 and Windows Server 2016. | This issue is resolved for fresh installations of Profile Management 7.18. If upgrading to 7.18, you must add "AppData\Local\Microsoft\Windows\Cached" to the "Folders to mirror" policy. | Citrix Profile Management 7.15.2000. | https://support.citrix.com/article/CTX238419 |
| 35 | Google Chrome extensions have to be repaired each time after logging in to a desktop. | Add "AppData\Local\Google\Chrome\User Data\Default\Extensions" to the "Folders to mirror" policy. | https://support.citrix.com/article/CTX238525 | |
| 36 | The Profile Management service might exit unexpectedly when a VDA's "DistinguishedName" value in Active Directory is longer than 128 characters. | Download the hotfix from attached CTX article. | Citrix Profile Management 1808. | https://support.citrix.com/article/CTX238028 |
| 37 | The Start Menu is not populated with application icons, and the taskbar has Chrome pinned twice. This is happening when WEM is configured with option "Delete Start Menu Shortcuts" and a Start Menu layout file is defined via Group Policy. | Upgrading to Profile Management 1808 resolved the issue. | https://discussions.citrix.com/topic/398830-no-startmenu-applications-after-logon/ | |
| 38 | Google Chrome extensions are not roaming between sessions. | Adding the "AppDataLocalGoogleChromeUser DataDefaultExtensions" folder to the "Directories to synchronise" CPM policy setting was required. | https://discussions.citrix.com/topic/399022-chrome-extensions/ | |
| 39 | Profile settings are lost after logging off. | Group Policy was used to configure "HKLM\SOFTWARE\Microsoft\Windows" as an inclusion, which was locking NTUSER.DAT. Removing this registry inclusion resolved the issue. | https://discussions.citrix.com/topic/399363-profile-settings-lost-after-logoff/ | |
| 40 | Some settings are not synchronised to the profile on logoff. | It turned out that a GPO was restarting the Citrix Profile Management service upon every GPO refresh. | https://discussions.citrix.com/topic/400102-upm-processlogoff-getsessionkey-failed-profile-settings-not-saved/ | |
| 41 | When the "Path to log file" Group Policy setting is pointed to a remote UNC path, the Citrix Profile Management service fails to start. | Configure the "ServicesPipeTimeout" DWORD to increase the time that the Profile Management service has to start. Also note that if you installed the WEM agent, it by default reduces the "ServicesPipeTimeout" value to 1 minute. | https://support.citrix.com/article/CTX240019 | |
| 42 | Logging on to an ICA session takes a long time when using Profile Management. | This was caused after a Sophos update which enabled just-in-time scanning in addition to regular scanning. Create a "DisableAsyncScans" DWORD with a value of "0x1" under "HKLM\SOFTWARE\WOW6432Node\Sophos\SavService\Application". | Citrix Profile Management 1808. | https://support.citrix.com/article/CTX240083 |
| 43 | User profiles are not deleted at log off. It appears that restarting the "Citrix Print Manager Service" or "Print Spooler" service allows an administrator to manually delete the profile. | Use only universal print drivers, and configure Profile Management exclusions to stop processed from preventing profile deletions. | https://support.citrix.com/article/CTX210658 | |
| 44 | Outlook freezes for 5-10 seconds when using the "Enable search index roaming for Outlook" feature. | This may happen if the Offline Address Book (OAB) is not downloading, forcing Outlook to contact the Exchange server for the address book. Enable the "Background Intelligent Transfer Service" and make sure each user has a "DownloadOAB" DWORD with value "0x1" under "SOFTWARE\Microsoft\Office\16.0\Outlook\Cached Mode\". | https://discussions.citrix.com/topic/400258-outlook-ost-and-search-vhdx-not-unmounting-after-log-off/ | |
| 45 | With Kasperky installed, profiles are not saved correctly. The Profile Management logs show access denied to a Kaspersky related key. | Exclude "Software\KasperskyLab\protected" from being captured by Profile Management by using the registry exclusion policy setting. | https://support.citrix.com/article/CTX241179 | |
| 46 | When using the "search index roaming for Outlook" feature, searching for mail returns "Outlook cannot perform your search". When Outlook is launched in safe mode, it works. | This was not specifically a Profile Management issue. Running "DISM /online /Cleanup-Image /RestoreHealth" solved the problem. | ||
| 47 | No icons are visible in the Start Menu. | Create a "ResetCache" DWORD with value "0x1" under "HKCU\Software\Microsoft\Windows\CurrentVersion\ImmersiveShell\StateStore". Also, add "AppData\Local\Microsoft\Windows\appsFolder.itemdata-ms " and "AppData\Local\Microsoft\Windows\appsFolder.itemdata-ms.bak" to the "Exclusion list - files" policy. | https://support.citrix.com/article/CTX233567 | |
| 48 | After upgrading from Windows 10 1803 to 1809, the Windows Search service does not work. | Citrix and Microsoft are working towards a resolution. Microsoft have disabled 3rd party hooking for the Windows Search service. | https://discussions.citrix.com/topic/400258-outlook-ost-and-search-vhdx-not-unmounting-after-log-off/ | |
| 49 | Changes to bookmarks in Chrome are not being saved. | Citrix are investigating. It appears that VDA 1903 may resolve this. | https://discussions.citrix.com/topic/400702-win-10-1709-upm-chrome-bookmarks-not-updating/ | |
| 50 | Outlook mail search does not work when using Profile Management 7.18 and the SearchIndexer.exe version is "7.0.16299.402". | Follow the steps to configure Outlook from https://blogs.technet.microsoft.com/outlooking/2014/04/28/understanding-search-scopes-in-microsoft-outlook/ | https://support.citrix.com/article/CTX249956 | |
| 51 | After an upgrade to Windows 10 1809 or Server 2019, the Windows Search service stops working if you use Citrix Profile Management and the Outlook OST/Search Index roaming feature. | Citrix report that Microsoft have blocked 3rd party hooking in its Windows Search service. | Microsoft Windows 10 1809 & Windows Server 2019. | https://discussions.citrix.com/topic/400258-outlook-ost-and-search-vhdx-not-unmounting-after-log-off/ |
| 52 | When using the Outlook search index roaming feature, the "OutlookSearchIndex.vhdx" file does not mount when logging on for the first time, or logging on after a profile reset. | Apply the hotfix "ProfileMgmt_19_03_2001". | Citrix Profile Management 1903. | https://support.citrix.com/article/CTX250032 |
| 53 | Users are being asked to activate Office 365 when using Profile Management, even though the "%LocalAppData%\Microsoft\Office\16.0\Licensing" folder is being synchronised. | Instead of synchronising the licensing folder, instead the latest Office ADMX file was used to configure token roaming. | Microsoft Office 365. | https://discussions.citrix.com/topic/402114-users-being-asked-to-activate-office365/ |
| 54 | VHDX files may not unmount when a user logs off, if the profile path contains uppercase letters. | This is resolved in Profile Management 1903. | ||
| 55 | Passwords in Firefox are not being saved across logons. | To get around this, the entire Firefox folder was included in Profile Management, and then specific excludes were defined for data not required. | Citrix Profile Management 1808. | https://discussions.citrix.com/topic/402570-cant-save-firefox-passwords-with-upm-1808/ |
| 56 | On Server 2019 with Profile Management in use, the "cryptsvc" service crashes the virtual machine. | Citrix have issued a private fix for this issue, which targets Profile Management. | https://discussions.citrix.com/topic/402209-upm-vs-windows-server-2019-cryptsvc-crashes-server/ | |
| 57 | After several logons, applications pinned to the Start Menu might disappear. | Add "AppData\Local\Packages" and "AppData\Local\Microsoft\Windows\Caches" to the "Folders to mirror" policy. Also add "Appdata\Local\Microsoft\Windows\UsrClass.dat*" to the "Files to synchronize" policy. | ||
| 58 | After first logon, you cannot download files using Internet Explorer. | Add "AppData\Local\Microsoft\Windows\IEDownloadHistory" and "AppData\Local\Microsoft\Windows\InetCache" to the "Exclusion list - directories" policy. | Citrix Profile Management. | https://support.citrix.com/article/CTX256784 |
| 59 | When running VDA 1906 or 1909 on Windows Server 2019, in Internet Explorer the Temporary Internet Files "Current location" is blanked out and "Disk space to use" set to 0. | The workaround is to disable Profile Streaming. Citrix are investigating. | Citrix Virtual Apps and Desktops 7 1906 and 1909. | https://discussions.citrix.com/topic/401804-temporary-internet-files-current-location-blanked-out/ |
| 60 | When a user is logging in the 'FSLogix App Services' service stops running and Event ID 1000 "Faulting application name: frxsvc.exe" is logged. | This is due to a known issue relating to the 'InstallAppxPackages' setting which is enabled by default. This is resolved in FSLogix 2210 Hotfix 1. | https://learn.microsoft.com/en-us/fslogix/troubleshooting-known-issues#service-crash-user-receives-default-or-temporary-profile-profile-fails-to-load | |
| 61 | User profiles do not load and users are receiving a temporary profile. The Citrix Profile Management logs show error 'ProcessLogon: Locking userstore area failed.Access is denied.'. | Permissions on the user store share were lost and needed to be reapplied. |
Ray
February 4, 2019Hey George,
Curious if anybody has any information on Server 2019 Roaming Start Menu?
In this article they state 2016 only https://support.citrix.com/article/CTX224498
Citrix Profile Management starts to support Win10 since the version5.4, start menu is always a critical issue since that time, and we suggest below recommended configuration to give user good start menu user experience.
Exclude the two items below in the same time: •!ctx_localappdata!\Packages
•!ctx_localappdata!\Microsoft\Windows\UsrClass.dat*
To retain tile persistence, add the TDL folder to mirror folder list.
•!ctx_localappdata!\TileDataLayer
Wondering if you tested this or know anybody who has?
karthik M
July 16, 2019In XenApp 7.15 cu3 environment and configured citrix UPM profile here. Only one particular user cannot open the published application. in the same desktop we will use other user account we can able to open published appln. eariler we delete the UPM profile next logon it was working fine. now the same user again they facing appln open issue.
George Spiers
July 17, 2019Any particular error message? After deleting the user profile how many successful application launches do you get before it breaks, just one? Try it but do not actually use the application. Record a success, close the application and re-launch/repeat.
prasant
December 27, 2019I am using 7.15 cu 3 with PVS streamed non-persistent desktop…..
Recently visited hyperlink on offline document generated from web app does not work on win 10 virtual desktop – Hyperlink changes to light blue but when user goes back to the main page and clicks on another hyperlink, the new one turns light blue and the previously visited link goes to default color, therefore, not maintaining the color change for recently visited link, in fact the color change only stays active for current link. First I remove group policy for profile management on test version OU which seemed to fix the problem, then I applied another copy of profile management policy by disabling file and folder sync policy related to Microsoft and google and deleted my profile which seemed to work temporarily but as soon as I apply gpupdate /force and log out of my non-persistent desktop the problem is back on. I even disabled active write back and streaming and still it is the same issue
George Spiers
February 17, 2020I would apply process of elimination to this to find out what policy setting or exclusion is causing the problem.
dave.cloud.devops@gmail.com
April 2, 2020Hello, do you know any issues between Citrix 7.15 and windows server 2016?
I’m experiencing issues when the user is logged onto the server and user sometimes loss protect folder creation, then the app is causing issues on the app published.
UPM is not configured.
Thanks
Anonymous
February 2, 2021How to Migrating from Citrix UPM to Local Profile
Dustin
August 3, 2021Hello George Spiers,
We are trying to have directories delete on logon through GPO and it is not working. We are on 7.15.600. Have you seen any bugs around getting this to work properly?
Thanks,
Dustin