A list containing the majority of Citrix Virtual Apps and Desktops (formerly XenApp & XenDesktop) support articles (excluding Machine Creation Services) 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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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.
XenApp & XenDesktop / Virtual Apps and Desktops (excluding Machine Creation Services):
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | Windows Media Player throws an error "An error occured while playing the file" when attempting to play mp4 videos or "Windows Media Player encountered a problem while playing the file" when attempting to play wmv videos. | A new registry DWORD needs to be created within "HKLM\Software\Citrix\HDXMediaStream" for 32-bit machines and "HKLM\Software\Wow6432Node\Citrix\HdxMediaStream" for 64-bit machines. The DWORD name is "UseDefaultRenderers" with a value of "0x1". | Citrix XenDesktop 7.6 to 7.13. | https://support.citrix.com/article/CTX227223 |
| 2 | USB redirection is not working for signature pad. | Manufacturers of signature pads may provide additional client and/or server components that need to be loaded in order for signature pad operations to succeed in ICA sessions. For example ePAD provides drivers for the client and server and an ePadLink utility for testing functionality on both the client and VDA. These components may also enable the redirection of signature pads into the VDA session. | https://support.citrix.com/article/CTX212103 | |
| 3 | XenApp 7.6 VMs randomly become unresponsive. | A deadlock situation between 2 threads causes this issue. Upgrade the VDA to version 7.8 which contains fix "LC4195". | Citrix XenApp 7.6. | https://support.citrix.com/article/CTX208386 |
| 4 | Citrix Studio reports "The security timestamp is invalid" when browsing Machine Catalogs or Delivery Groups. | Resync the clock of each Delivery Controller in the farm using command "w32tm /resync". The default maximum acceptable different in time between a client computer clock and the Domain Controller clock is 5 minutes. | https://support.citrix.com/article/CTX223992 | |
| 5 | VDA failed to uninstall or upgrade because profilemgt_x64.msi failed to uninstall. The error reported is "Installation of MSI File 'profilemgt_x64.msi' failed with code 'InstallFailure' (1603)". | This is to be resolved by Citrix. In the meantime, you should as a workaround follow the three steps contained in the CTX article. | Citrix XenDesktop 7.6 or 7.6 LTSR. | https://support.citrix.com/article/CTX226859 |
| 6 | VDA blue screens randomly and all changes on standalone VDA are lost after reboot. | Upgrade to XenDesktop 7.14 or later. Otherwise, attach the VDA VHD to another computer, open the System hive, make registry changes noted in CTX article and then detach the VHD. | Citrix XenApp 7.11. | https://support.citrix.com/article/CTX222825 |
| 7 | You receive error "Could not connect to Orchestration Service" after upgrade to XenDesktop 7.15. | During the Site upgrade the "OrchDBConnection" and "TrustDBConnection" schema was not created. You must run the failed commands manually to create the Orchestration database connections. | Citrix XenDesktop 7.15. | https://support.citrix.com/article/CTX226882 |
| 8 | Schannel Event IDs 36888 and 36874 are reported on VDAs. | These errors appear due to the client and server being unable to communicate correctly, which may be caused by certificate or cipher suite issues. Citrix report that it is safe to ignore these errors. | https://support.citrix.com/article/CTX226770 | |
| 9 | A "1030" error occurs when connecting to a Remote PC connection. | Turn off the proxy in Internet Explorer or set "ProxyType" to "None" in default.ica. McAfee Web Gateway was configured as a proxy on the client. This was blocking the ICA connection request from reaching the VDA. This issue could be caused by other proxies too. | https://support.citrix.com/article/CTX226744 | |
| 10 | When connecting to a published desktop from Mozilla Firefox you receive "The connection to ... failed with status (Unknown client error 0)" or "Unable to launch your application. Contact your help desk with the following information: Cannot connect to the Citrix XenApp Server. The Citrix SSL server you have selected is not accepting connections". | Download Firefox 53.067 64-bit. It seems that the 32-bit version of Firefox 52.0.2 is not working and causing these errors. | Citrix XenDesktop 7.12 and Mozilla Firefox. | https://support.citrix.com/article/CTX222961 |
Venkat
February 25, 2019Excellent one stop solution
Anonymous
March 20, 2019good work.thanks/
pal
April 1, 2019nice work
Anonymous
June 14, 2019Thank you for this.
Robert Steeghs
September 9, 2019https://support.citrix.com/article/CTX215505 is updated to: https://support.citrix.com/article/CTX239537
George Spiers
September 29, 2019Thanks.
Reinhard Travnicek
November 26, 2020Hi,
We see one of the problem too. Every time the hosting connection has a problem an maschine goes to power state “unknown”, then we are not able to get a connection to multi-session hosts. Any idea ? We see that with LTSR 1912 (CU1 + CU2). A reboot still bringing up the machine with “unknown” does to fix the problem of no connection.
Regards
Reinhard
Ahmed Saftawy
January 21, 2021Thank you so much for this helpful topic you are Citrix super hero
Tony
February 12, 2021This is happening to us too. Only rebooting the DDCs solves it. We’re still trying to figure out the root case and a true fix.
Anonymous
March 29, 2021From a delivery controller run get-brokerhypervisorconnection determine the preferred controller, from that preferred controller restart the citrix host connection service. I see this occasionally as well. This normally fixes the unknown power state.
Anonymous
March 23, 2021If you see servers with power state unknown log on to DDC server , open powershell as administrator and paste commands below one by one]
asnp Citrix*
Get-Service Citrix* | Stop-Service -Force
Get-Service Citrix* | Start-Service
citrix asnp*
If it doesnt fix the issue, try executing it on all DDC.
Scoobs
March 29, 2021From a delivery controller run get-brokerhypervisorconnection determine the preferred controller, from that preferred controller restart the citrix host connection service. I see this occasionally as well. This normally fixes the unknown power state.
steve bourke
September 9, 2021When using my Mac with Citrix the output text becomes scrambled ( different output from input), any ideas on a fix?