A list containing the majority of Citrix Workspace Environment 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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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.
Workspace Environment Management:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | WEM 4.3 Infrastructure Service crashes intermittently. | There is a private hotfix, contact Citrix support. | Citrix Workspace Environment Management 4.3. | |
| 2 | Some security related settings such as hiding the run box may not be applied and the WEM Agent throws "exception denied" errors. | There are a couple of things to check such as making sure the VuemLocalUser account is not denied the right to log on locally and that the "Process Environmental Setting" options is checked. More steps are outlined in the CTX article. | https://support.citrix.com/article/CTX219088 | |
| 3 | Event Log reports "Error while changing IO priority to high for process" for processes related to anti-virus. | Antivirus software generally protects their related processes from adjustment by other processes in the operating system. Workspace Environment Management 4.1 contains updated code to identify when an anti-virus program prevents adjustment of a process priority so that the error is not logged in Event Viewer. Previous versions of WEM also correctly identified this behaviour but logged the event as an error. | https://support.citrix.com/article/CTX219492 | |
| 4 | The WEM SQL error log file grows to an abnormally large size. The log file is flooded with entries such as "Closed due to following error" and "Remote service has been dropped". | Check you have installed the relevant SQL hotfix as described in the CTX article. | https://support.citrix.com/article/CTX219087 | |
| 5 | The SQL database grows to over 20GB. | This can be caused by lack of purging/backing up of the SQL Transactions Logs, so they continue to grow. | https://support.citrix.com/article/CTX228057 | |
| 6 | Transformer does not auto-launch after user logon. | Make sure "Launch Agent at Reconnect" is applied within WEM under "Advanced Settings -> Main Configuration". | https://support.citrix.com/article/CTX228058 | |
| 7 | Links in "This PC" still point to local folders rather than the redirected folders that WEM is set to configure. | Upgrade to WEM 4.4. | Citrix Workspace Environment Management 4.3. | https://support.citrix.com/article/CTX228060 |
| 8 | After installing the WEM image on the Master VM, you cannot update the Machine Catalog with the new image via MCS. Error "Image Preparation did not complete. Status 'Not Set'" is shown. | Upgrade to XenDesktop 7.14. | Citrix XenDesktop 7.13. | https://support.citrix.com/article/CTX228003 |
| 9 | Profile settings take a long time to apply. | Check "Bypass ie4uinit Check" under "Advanced Settings -> Service Options". | https://support.citrix.com/article/CTX228669 | |
| 11 | The Agent does not synchronise correctly with a WEM broker after logging on. | Configure a system startup script to restart the "Norskale Agent Host Service" and refresh the WEM agent cache as described in the attached article. | http://www.jgspiers.com/citrix-workspace-environment-manager/#Troubleshooting | |
| 12 | When running the Database Creation Wizard you receive error "Database creation error!" and the WEM Database Management Utility Debug log reports "CREATE DATABASE statement failed". | Using SQL Studio, change the Model database initial size back to the default value of 3MB, as explained in the CTX article. | https://support.citrix.com/article/CTX228982 | |
| 13 | WEM database creation failes if a hyphen is used in the database name. The WEM Database Management Utility Debug Log contains "Incorrect syntax near '-'". | Do not use a hyphen in the name of the database. | https://support.citrix.com/article/CTX228086 | |
| 14 | Users report a "lync.exe" and/or "mediaengine.exe" crash or hang during an audio of video call using Skype for Business. | Exclude "Lync.exe, MediaEngineService.exe, MediaEngine.Net.Service.exe, CtxAudioService.exe and Receiver.exe" from Anti-Virus/Endpoint protection and WEM CPU spike protection. | https://support.citrix.com/article/CTX230843 | |
| 15 | After an upgrade to WEM 4.4 all clients have a sync error. | Stop the "Norskale Agent Host Service", rename both "LocalAgent*.sdf", start the "Norskale Agent Host Service" and confirm new ".sdf" files are created. | https://support.citrix.com/article/CTX231097 | |
| 16 | You receive WEM Agent error "Connection state changes - WEM agent has detected that the network connection has been lost. Click here to refresh your environment settings". The Agent Service log reports "Server is too busy to process this request". | Increasing the amount of vCPU and RAM on the WEM broker(s) resolves this issue. | https://support.citrix.com/article/CTX220568 | |
| 17 | In RDSH scenarios, rules from more recent logged on users replace the rules thay applied to users who have been logged on longer. | As a workaround, change the Application Security Enforcement mode from "replace" to "merge" in the WEM database as described in the CTX article. | https://support.citrix.com/article/CTX233578 | |
| 18 | After switching from GPO settings to WEM, some Citrix Profile Management or WEM Agent parameters may not be applied by the WEM Agent. | Delete the per-machine and per-user cache via RegEdit as described in the CTX article. | https://support.citrix.com/article/CTX219086 | |
| 20 | Citrix Workspace Environment Management Agent fails to work after an upgrade to Windows 10 1709. | The registry key "Norskale" under "HKLM\System\CurrentControlSet\Control" is removed during the upgrade. Citrix are working on a resolution with Microsoft but in the meantime a reinstall would resolve. | Microsoft Windows 10 v1709. | https://support.citrix.com/article/CTX229052 |
| 21 | The "Norskale Broker Service" consumed large amounts of RAM. | Contact Citrix Support for private fix "LC9623", which currently only supports WEM 4.6. | Citrix Workspace Environment Management 4.6 and 4.7. | https://discussions.citrix.com/topic/394754-norskale-broker-service-is-eating-my-memory/ |
| 22 | With the WEM agent configured to act in offline mode and Infrastructure Services servers offline, the local cache on VDAs is not used. | In this case until the master image was registered with WEM, the local cache on each agent could not be used. | https://discussions.citrix.com/topic/395690-wem-cache-when-wem-is-offline/ | |
| 23 | After an upgrade from WEM 4.5 to 4.6, agents report errors such as "Agent is not bound to any configuration set" and "Agent is bound to multiple configuration sets". | This issue is resolved in WEM 4.7. There is a private fix available from Citrix for 4.6. | Citrix Workspace Environment Management 4.6. | https://support.citrix.com/article/CTX236109 |
| 24 | WEM agent gets stuck on "procesing filter conditions" for 4-5 minutes before continuing with the logon. | In this case the WEM agent was set to run under the "Userinit" string located under "HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon". | ||
| 25 | WEM Agent does not launch automatically when logging on to a VDA. | Make sure you have checked "Enable (Virtual) Desktop Compatibility" in the WEM console. | ||
| 26 | When clicking "Add OU" nothing appears for selection or a reduces number of OUs are available. | Citrix Workspace Environment Management 4.7. | https://discussions.citrix.com/topic/397440-47-changes-to-domain-lists-while-adding-ad-ous/ | |
| 27 | The StoreFront tab does not appear in WEM Console. | Make sure the "SFEnable" string is set to "YES" under "HKCU\SOFTWARE\Citrix\WEM". | Citrix Workspace Environment Management 4.7. | https://discussions.citrix.com/topic/397843-storefront-tab-missing-for-other-admins/ |
| 28 | When installing the WEM Agent in an App Layering Platform Layer, the WEM Agent does not launch automatically when logging on to a VDA using this Platform Layer. | Run "VUEMUIAgent.exe" once before finalising the Platform Layer. | ||
| 29 | External Tasks configured in WEM do not run. | The "Process External Tasks" option was not checked under "Advanced Settings". | https://support.citrix.com/article/CTX238708 | |
| 30 | After enabling a few CPU Management features, multiple Event Log entries with Event ID 0 and error "Error Code 87" appear on each VDA. | Upgrade to Workspace Environment Management 1808. | Citrix Workspace Environment Management 4.7. | https://discussions.citrix.com/topic/397609-agent-error-code-87/ |
| 31 | Upgrading from WEM 4.7 to 1808 seems to complete but the Event Log is flooded with errors. | The Norskale Infrastructure Service account required "db_owner" permissions. | https://discussions.citrix.com/topic/399108-problems-upgrading-wem-from-47-to-1808/ | |
| 32 | When using the Transformer feature from Workspace Environment Management, trying to start an application results in a script error popup box appearing. | Changing StoreFront store option "Deployment option" to "Install locally" under "Deploy Citrix Receiver" resolved the issue. | https://discussions.citrix.com/topic/399155-transformer-script-failure/ | |
| 33 | Upon logging on, you receive a black screen and the WEM Agent hangs at "Processing filter conditions" for 5 minutes. | In this case, the black screen and delay was caused by a known bug with Citrix Profile Management and the "AppReadiness" registry key on a 7.15.2000 VDA, this caused confusion as it looked to be a WEM issue. Upgrading the VDA to 7.15.3000 resolved the problem. | Citrix XenApp and XenDesktop 7.15.2000. | |
| 34 | Printer action does not process and the "Citrix WEM Agent" log shows "Error while processing Printer". | The condition this printer was using was "Client IP Address Match" and there appeared to be too many IP addresses in the condition. Swapping the condition to "Always True" was used as a workaround. | ||
| 35 | Any user preferences set in the "Manage Applications" section of the WEM agent are not retained. | This happens if "Enforce Applications Processing" is checked in the WEM administration console. This setting overrides any user preferences at logon. | Citrix Workspace Environment Management 4.6. | https://support.citrix.com/article/CTX239777 |
| 36 | The agent is unable to change the priority for a process and reports "Error code 87". | This is currently a known issue. | Citrix Workspace Environment Management 4.7. | https://support.citrix.com/article/CTX237926 |
| 37 | Agents cannot communicate over a two-way External Trust (a trust between domains in different forests). | Change the External Trust (not currently supported) to a Forest Trust or deploy WEM to the new location. | https://support.citrix.com/article/CTX236790 | |
| 38 | After upgrading to WEM 4.6, the Infrastructure Services log reports errors such as "Sequence contains no elements". | Under "Active Directory Objects -> Advanced", increase the timeout value to 10000. Monitor and then reduce if necessary. | https://support.citrix.com/article/CTX236483 | |
| 39 | Logging on to a VDA takes a long time to complete, and nothing but the WEM agent appears. | A Group Policy was configured which was deleting the "HKCU\SOFTWARE\VirtuAll\VirtuAll User Environment Manager\Agent\Tasks Exec Cache" registry key at logon. | https://discussions.citrix.com/topic/400560-user-hangs-long-time-at-login-with-wem-407/ | |
| 40 | WEM agents only synchronise consistently with the WEM broker if they are rebooted or if the Norskale Agent Host Service is restarted. | The "Use Cache Even If Online" setting was enabled from the WEM management console. The only way to disable this is by setting "AgentServiceUseCacheEvenIfOnline" to "0" via registry on each VDA. You should not enable "Use Cache Even If Online" if agents can connect to brokers consistently without issue. | https://support.citrix.com/article/CTX238789 | |
| 42 | When creating an Application action and selecting an Icon File by browsing to C$ on the VDA that has the application installed, the file path remains pointed to the UNC path you browsed to rather than converting to the local path. This causes the application shortcut on the VDA to display a white icon. | Citrix have released a private fix. Refer to case number "78695850". The fix is part of WEM 1906. | Citrix Workspace Environment Management 1808, 1811, 1903. | https://discussions.citrix.com/topic/400915-wem-1811-application-icon-file-path-bug/ |
| 43 | The "Norskale Infrastructure Service" service crashes intermittently and Event ID "1026" is logged with error "The process was terminated due to an unhandled exception". | Contact Citrix for a private fix which replaces file "Citrix.DirectoryServices.ActiveDirectory.dll" or upgrade to Workspace Environment Management 1811. | Citrix Workspace Environment Management 1808. | |
| 44 | With the policy setting "Auto-create the client's default printer only" enabled in Studio, the default printer is not created on machines that have the WEM agent installed. | Uncheck "Process Printers" from the WEM administration console. This setting was conflicting with the Studio policy. | https://support.citrix.com/article/CTX231990 | |
| 45 | The WEM agent encounters a delay of at least 30 seconds when applying actions after user logon. | Citrix Workspace Environment Management 1811. | https://discussions.citrix.com/topic/401159-wem-agent-1811-stuck-at-logon-at-least-30-seconds/ | |
| 46 | Google Chrome hangs in an ICA session. | This was caused by WEM CPU clamping, which was removed to resolve the issue. | https://support.citrix.com/article/CTX249955 | |
| 47 | When accessing a published application such as CMD through Transformer, the hosting desktop's taskbar appears, allowing you break outside of the published app window. | https://discussions.citrix.com/topic/402569-published-app-in-wem-transformer-reveals-vdi-desktop/ | ||
| 48 | After an upgrade, Infrastructure Service Configuration settings are lost. | This is resolved in Workspace Environment Management 1906. | ||
| 49 | When clicking on the "Registrations" tab, the WEM console hangs. | It was identified that the issue was with SQL Server 2016 SP2 CU3. Upgrading to CU3 or newer solved the issue. | Microsoft SQL Server 2016 SP2 CU2. | https://support.citrix.com/article/CTX256824 |
| 50 | On a Windows Operating System that uses the French language, WEM Application Security does not work. | This issue is resolved in Workspace Environment Management 1906. | https://discussions.citrix.com/topic/403736-wem-application-security-french-os/ | |
| 51 | RAM memory consumption in virtual desktops is very high. Without any applications running on a virtual machine with 6GB RAM, around 3GB is consumed. | Turning off "Memory Management" in WEM has solved the issue. | Microsoft Windows 10 1709. | https://discussions.citrix.com/topic/400920-high-memory-usage-on-windows-10-1709-vdi-with-vda-citrix-715-cu3-dmwexe-causing-black-screens/ |
| 52 | After an upgrade of WEM to 1906, VDAs running on Server 2012 R2 cannot connect to the WEM Site and throw error "Failed to determine site for agent machine". | Upgrading from 1906 to 1906 resolved the problem. | Citrix Workspace Environment Management 1906. | https://discussions.citrix.com/topic/404364-wem-1906-failed-to-determine-site-for-agent-machine/ |
Fabian
July 20, 2018Hi George, some question regarding WEM agent gets stuck on “processing filter”. The Description how to fix isn’t completely shown. Could please tell how to fix. Many thanks, Fabian
George Spiers
July 23, 2018Displays fine to me across two browsers. What browser are you using?
It reads “In this case the WEM agent was set to run under the “Userinit” string located under “HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon”.
Fabian
July 23, 2018Hi, I’am using Chrome and Edge. What does it means: WEM agent was set to run under the “Userinit”
What did I have to change to solve the problem?
George Spiers
July 23, 2018“Userinit” is a a registry string, so VUEMUIAgent.exe was specified under this string object. It is not going to apply to your case. If you have WEM 4.1, upgrade to a newer version as 4.1 also had a bug like this.
GoldBird
August 26, 2020Hi George,
We use WEM 1912, and the userinit, is on this reg key.
What do I change to solve this issue?
Azmi
July 25, 2018Hi George,
We have implimented WEM4.7, after a user logs in, his profile folders are duplicating; like desktop, my documents, favorites, are doubled.
Any idea?
George Spiers
July 25, 2018Are you using Citrix Profile Management? If so, do you mean they are doubled on the profile store or in C:\Users\%username% or doubled when viewed from Windows Explorer?
Azmi
July 26, 2018Yes they are Doubled in c:\users\%username%.
And profile mangmnt configrations using WEM.
And yes you can view it from windows explorer.
George Spiers
July 26, 2018Try the Profile Cleanser option against an affected profile to see if that brings things back to normal.
Also check if new profiles are affected.
Thomas
September 28, 2018Hello, George,
I have the following problem that the VUEMUIAgent.exe is not started automatically when I log on to the W10 desktop.
The environment looks like this.
Citrix WEM Agent 4.7 installed in Citrix platformlayer on Win10_1803 and distributed the finished image via Citrix MCS 7.18.08.02.
In the WEM Console you can see the Win10 machine as registered and it is fully manageable.
Unfortunately the agent is not shown in the taskbar if it is configured according to the WEM config.
If I start the VUEMUIAgent.exe by hand, it pulls the current config from the WEM server and appears in the taskbar.
Thank you and greetings
Thomas
George Spiers
September 28, 2018Have a read here: https://jgspiers.com/citrix-workspace-environment-manager/#Troubleshooting
Thomas
September 29, 2018Hello George,
I had already read and implemented the troubleshooting tips, but unfortunately they did not change anything.
Unfortunately I cannot find out how the VUEMUIAgent.exe is started automatically.
Do you have another idea?
Thank you and greetings Thomas
George Spiers
September 29, 2018Have you checked “Launch Agent at Logon” under “Configuration -> Main Configuration”?
Also if you have upgraded to W10 1803, there is a known issue: https://support.citrix.com/article/CTX231942
Anonymous
September 29, 2018Hi, Geroge,
the Agent service option “Launch on Logon” under the main menu was set correctly.
The OS version Win10 1803 was the base installation, not an update from a previous version. Security updates were installed of course.
Of course I can still uninstall and reinstall the WEM Agent in the Citrix Platformlayer, but what will change ?
Thank you and greetings
Thomas
George Spiers
October 8, 2018Sounds like you have everything correct. I would reinstall the Agent, double-check the script has been created correctly and configured to run via GPedit.msc, the “Launch Agent at Logon” is checked, and “Enable (Virtual) Desktop Compatibility” is checked.
Also make sure you have configured WEM to include the Organizational Unit of the VDA. The VDA must successfully bind to a Configuration Set in WEM.
Thomas
October 8, 2018Hi George,
I found the error, in the platform layer I only had to start the VuemagentMui.exe once and connect it to the WEM server and then finalize the layer.
Thank you and greetings
Thomas
George Spiers
October 8, 2018Thanks. Have included it in the fix list in case others come across the same issue.
Thomas
September 29, 2018Hi, Geroge,
the Agent service option “Launch on Logon” under the main menu was set correctly.
The OS version Win10 1803 was the base installation, not an update from a previous version. Security updates were installed of course.
Of course I can still uninstall and reinstall the WEM Agent in the Citrix Platformlayer, but what will change ?
Thank you and greetings
Thomas
Akant
October 24, 2018Hi George,
CItrix WEM 4.6 is interfering with the graphics in Citrix applications and causing black squares spread all over the app. Can you please help, thank you
George Spiers
October 24, 2018Personally I would firstly upgrade. WEM 4.6 had various bugs that have been addressed in the latest release.
Nick Panaccio
January 8, 2019Hi George,
With WEM 1808 installed in the Platform Layer, I’m running VUEMUIAgent.exe before finalizing. However, my cache is redirected to a drive that isn’t present until the vDisk is built. I do have an issue with WEM not launching at logon, but I think it’s unrelated to this, but wanted your opinion: would it be beneficial to also launch VUEMUIAgent.exe in the final vDisk (I have to crack it open anyway) and refresh the cache? The computer objects that are generated when I build the layers are not in any WEM configuration set, so I was thinking of adding my Master target device to a set if I went this route.
George Spiers
January 8, 2019Hi Nick
I personally don’t bother running the WEM agent before finalising. Another thing I don’t do is redirect the WEM cache to a persistent drive. There has been some discussions around this in the past regarding whether this should be done or not and there is really no benefit to redirecting the cache. However if you prefer to do that, that is fine.
However just to reclarify, I’ve not had any issues with not launching the agent before finalisation of a Platform Layer.
Regarding the agent not launching at logon, I would suggest three things:
1. Making sure your VDA Active Directory Organizational Unit is added to WEM under the Configuration Set of your choice.
2. Check the “Enable (Virtual) Desktop Compatibility” and “Launch Agent at logon” options in the WEM console.
3. On your VDAs, create the startup script mentioned under “Agent synchronisation failure when using PVS”, documented here: https://jgspiers.com/citrix-workspace-environment-manager/#Troubleshooting
Nick Panaccio
January 8, 2019Thanks, George. I’m doing everything you listed, right down to the startup script. The issue I’m seeing makes me think that it’s just timing. WEM appears to attempt to contact the broker baked into the registry before my GPO [setting the correct broker] applies. It’s entirely random, and Citrix’s suggestion was pulling the baked in registry key. I swear I started out that way with the same results, but I’ll find out tomorrow when I resume testing.
Ray
January 24, 2019Hey George,
Curious if you ever seen this before…….. We run WEM 4.5, WEM will apply fine most of the time, But then at times, it appears that it will not apply new settings. For example I will go and delete a regkey that I push through WEM. I then refresh the Agent on the VDA or from the WEM console. It will not put the key back. At that time I delete the key HKEY_CURRENT_USER\Software\VirtuAll Solutions\VirtuAll User Environment Manager\Agent\. Then the settings will apply again. Then it will work for a while, and happen again. I am kinda lost why?
George Spiers
January 26, 2019Have you checked the Agent logs under %UserProfile% to see if anything of use is logged? Have you enabled setting “Use Cache Even If Online”?.
Ray
February 5, 2019I had the Revert Registry values set. When would undo them . Boy I really need to pay attention.
On this note, I just got off the phone with Citrix. For 2 weeks I been having item not being pinned to the taskbar when the user logs back in. I have the Correct exclusions for it to follow the user. Upon troubleshooting when the WEM agent is stopped. Then the user logs in. Pinned Items then appear. When its running, no items. Curious if you ever seen this.
George Spiers
February 7, 2019Is WEM modifying the taskbar at all? You can pin programs to the taskbar via WEM for example. I typically modify the taskbar (W10/WS2016) using an XML file and the Group Policy setting “Start Layout”.
Christian
February 11, 2019Hi George,
there is a private fix about the issue.
“When creating an Application action and selecting an Icon File by browsing to C$ on the VDA that has the application installed, the file path remains pointed to the UNC path you browsed to rather than converting to the local path. This causes the application shortcut on the VDA to display a white icon.”
Refere to case number 78695850.
Regards,
Christian
George Spiers
February 12, 2019Thanks Christian, have updated the table.
Bård
October 19, 2020Hello. Thank you for a very nice article. Our company is currently having an issue where the WEM sessions crash immediately after start form Citrix Workspace APP, if we use more than 1 or 2 external screens.
I have written a lengthy article but have as of yet not received any answers on the Citrix forums, and was wondering if you might have heard of the problem, and know the reason for this happening.
Thank you so much in advance.
https://discussions.citrix.com/topic/409842-problem-with-workspace-app-when-using-more-than-2-screens/