Top 10 Citrix XenApp Issues May 09

Top 10 Citrix XenApp Issues
Reported to Tech Support
May 2009

10. Logon-Authentication
Issue Statement

• We have XenApp 5.0 with Web Interface. When updating the client
from version 9.2 to version 11.0 the single sign-on feature stops working
since the process ssonsrv.exe does not run on start up of windows
operating system (Win XP)

Details

• OS: Windows 2003 Server SP1
• XenApp version: XA 5.0 with no HF applied
• Client OS; Windows XP Pro SP3
• ICA client build no: 9.2 upgraded to 11.0

© 2008 Citrix Systems, Inc. — All rights reserved 2

Logon-Authentication
Troubleshooting

• The customer had tried the following:
• Reinstall client version 11.0 then ssonsrv.exe runs and SSO works, but
the problem is that we cannot make the client install twice as its
distributed as an msi GPO package in AD

• Support asked the customer to look at the following article:CTX116550
• Section [#179248] on x64 system pass through authentication may not
work after upgrading from ICA client version 9.246


Logon-Authentication
Solution

• On Windows x64 systems, pass-through authentication might not
function properly after upgrading from Version 9.246 to Version 10.200 or
higher of the client. The following workaround resolves the issue:
• Log on to the target computer as a local administrator.
• Open a command prompt and navigate to the x64 subfolder under the ICA
Client installation folder.
• At a command line, type ssoncom.exe regserver
• At a command line, type regsvr32.exe ssonstub.dll
• Log off and log on again.


9. Seamless
Issue Statement

• Seamless SAP and problem with some text fields
• We can put cursor on text field but is not able to type anything on this
field

Details

• OS: Windows 2003 Server SP2 in English x86
• XenApp version: XA 5.0 FP1 also in English
• Workstation OS: XP Pro SP3
• ICA client build no: 11.0


Seamless
Troubleshooting

• Supported requested the following:
• Have any changes been made and when did the issue start?
• Can you test in fixed size resolution (try outside Seamless mode)
• Send in the following reg keys-
HKEY_LOCAL_MACHINESystemCurrentControlSetControlCitrixwf
shellTWI

• HKEY_LOCAL_MACHINESOFTWARECitrixCtxHookAppInit_DllsM
ultiple Monitor Hook

• Please run through CTX101644 and let us know the results


Seamless
Solution
• The customer checked their registry entries against CTX101644 and
found that one of their Seamless flags was inconsistent with the
recommended settings
• After changing these registry settings on a test server the issue was
fixed
• The customer then planned to export the new setting to the rest of their
environment


8. High Resolution display in ICA session
Issue Statement

• Issue is with a graphics intensive application. When we use 19‖
monitors and 1600*1200 res sessions hang

• 1280*1024 works fine
• Can happen with one user or ten, disabled lossy compression and same
Details

• OS: Windows 2003 Server x86 in German SP1
• XenApp Version: XA 4.5 in German
• Updates – None applied


High Res Display
Troubleshooting

• Support asked the customer to try the following:
• CTX114497 - How to Allow More Memory for Session Graphics on
Windows Server 2003

• CTX115637 - Citrix Multi-monitor Configuration Settings and
Reference

• If possible update to: R04 - http://support.citrix.com/article/CTX119069
to test on one server


High Res Display
Solution
• The customer was happy to try HFRP4 but wanted to know if the
upgrade would affect his licenses?
• Support advised that there would be no change and to go ahead with
the upgrade.
• Customer upgraded a single server and tested and this fixed the issue
• HFRP4 contained extra controls for running streamed applications at
high resolution


7. AMC Discovery
Issue Statement

• When we have a user configured as a Farm Administrator with custom
Privileges and they open the AMC the discovery process fails with the
following errors,

• “Errors occurred when using <servername> in the discovery process‖
• Double click reveals, ―you may not have privileges to communicate with
the SMA service‖ Full Administrative privileges fixes issue?

Details

• OS: Windows 2003 Server x86 in English SP1
• XenApp Version: XA 5.0 in English


AMC Discovery
Troubleshooting

• Citrix support asked the customer what permissions did the custom
Admin have

• Also asked for a screenshot of the error message
• If all permissions are selected for the custom admin do you get the
same result?

• Is the account a Domain account or user account?
• Are there any errors in the event logs?
• What version of the AMC is being used?
• Customer response: ―AMC version 4.6.3 and hotfix
pse450r03w2k3042 ie XA5.0‖


AMC Discovery
Troubleshooting continued….

• Under which account is the Citrix SMA service running?
• Make sure you are running .Net 2.0 or higher?
• Can you generate a CDF trace for us using custom admin
permissions?

• Support requested a GTM to collect the CDF trace.
Solution

• After the GTM support identified the issue:
http://support.citrix.com/article/CTX113393

• This issue occurs because of a Windows 2008 security requirement
that the binaries require Authenticode signatures and the time required
for signature validation

6. Streamed Applications
Issue Statement

• ―Launching a streamed application stops the streaming service with the
following error message on the client side:
quot;The remote procedure call failed (0x6BE)quot;.

• Customer had already checked articles CTX114497 and CTX115637
but there is still a problem with memory count.

Details

• OS: Windows 2003 Server x86 in French SP1
• Hotfix applied – FP1
• XenApp Version: XA 5.0 in French


Streamed Applications
Troubleshooting

• Citrix support asked the customer to look at the following CTX article:
CTX116483 which concerns user accounts and the streaming service

• Also advised clearing the radecache using ―radecache /flushall‖
• Did the Radecache work before? Is this an old or new environment?
• Support tried to replicate the issue with a vanilla Windows install with
no GPO settings – they could not reproduce the issue?

• At this stage the issue is transferred to the escalations team
• They build 2 new VM’s and setup a GTM with the customer


Streamed Applications
Solution
• Escalations were unable to replicate the issue so they asked the
customer to specifically check that the permissions for the secpol.msc
console are set correctly as per
http://support.citrix.com/article/ctx116483.
• They asked if there were any changes to the Default Domain Policies, to
be sent a copy of Domain Policies and also the output logs from process
monitor
• They customer rechecked the CTX article above and found an issue
• ―the problem is now fixed. If the Registry Key
NtfsDisable8dot3NameCreation in
HKLMSYSTEMCurrentControlSetControlFileSystemquot; is set to 1, the
Streaming Services crashes with the RPC Call error.
• Now I've switched the Value to quot;0quot; and Application Streaming works
fine.‖

5. Multiple Monitor Display
Issue Statement

• ―We would like to set 1600 x 1200 res 16bit colour on 3 screens.‖
• Customer had already checked articles CTX114497 and CTX115637
but there is still a problem with memory count.

Details

• OS: Windows 2003 Server x86 in English SP1
• Hotfix applied – FP1


Multiple Monitor Display
Troubleshooting

• Customer had already done some research and looked at 2 CTX
articles: CTX114497 and CTX115637

• However CTX115637 described the exact issue that the customer was
trying to solve with exact details on how to set the Session Graphics
Configuration Table in an ICA session

• Support contacted the customer to check the settings again and
outlined the 3 possible configurations available

• The customer again reviewed the settings and found one configuration
that suited their environment and tested that for the following 2 days


Multiple Monitor Display
Solution
• The 3 monitors would be set in a line (rectangle): 1-2-3
• Like this you would have virtual ICA session of 4800*1200
• Applying the formula (X * Y * D) / 8 we get 4800*1200*2 = 11520000
bytes = aprox. 11MB
• So you can set MaxLVBmem in the registry as per the article to 11 or
12MB.
• If your server has more than 4GB you don't have to adjust the
sessionpoolsize value since it will be already at 32MB
• The customer tried all 3 configurations in the CTX article but this one
worked best.


4. Performance
Issue Statement

• ―Clipboard stops functioning in Citrix ICA session after pasting large size
graphics into application.‖

Details

• OS: Windows 2003 Server x86 Std Edition in English SP2
• Issue occurs mostly in Lotus Notes 6.5.5 and 6.5.6 after pasting 2
images to the clipboard

• Hotfix applied – HFRP3
• Issue is not present in RDP or VNC connections


Performance
Troubleshooting

• Customer had tried the following:
• While this problem is apparent notes still has access to the clipboard to
paste

• When changing the view in clipbook viewer from default format to
bitmap the image will display correctly

• DIB Bitmap and default format will display the ―clipboard viewer cannot
display….‖ Error

• To resolve the problem the only way is to logoff the session and logon
again.


Performance
Troubleshooting continued….

• Replicate the problem:
• Taking 2 or 3 screenshots using printscreen (1024*768 or larger)
• Clipboard stops functioning…
Citrix support advice:

• Advised customer to run a CDF trace and check the contents of the
registry entry listed below – also to check ICA client versions

• Private Hotfix sent to customer but did not resolve the issue
• Setup at GTM with customer and set SessionPoolSize to 64MB from
8MB and deployed the reg change across the enterprise

• Issue is resolved and customer happy to accept slight performance dip

Performance
Solution
• Once the CDF trace pointed to the section of the session that was
hanging – support could target a solution
• A private fix was tried as it matched the issue but this did not work in the
customers environment
• At this point an escalation engineer setup a GTM with the customer and
increased the SessionPoolSize to 64MB as a trial on one system in the
farm
• This worked and the customer was advised that there might be a dip in
performance as a result
• Customer was ok with this as they needed the graphics attachments
more than performance in their environment


3. Database Corruption
Issue Statement

• ―6 servers in the farm. One of the servers had a database related
problem with Symantec antivirus. This was removed and after removing
all the other servers cannot see anything in the discovery. Now the other
5 servers cannot connect to database again.‖

Details

• OS: Windows 2008 Server x64 Ent Edition in German
• Database is SQL 2005 SP2
• Hotfix applied - None.
• XenApp Version: 5.0 x64
• Version of Symantec Antivirus - Unknown

Database Corruption
Troubleshooting

• The customer had already tried some troubleshooting by uninstalling
Symantec antivirus

• Citrix support asked the customer the following questions:
• Do you mean that you have removed the server from the farm?
Uninstalled XA5.0 from it or CHFARM the server out and then the
issue occurs on all 5 other servers? Did you use another method?

• Do you have the same issue with all servers now in discovery
• - Any error received when this happens?
• - Do you have a screenshot illustrating the problem?
• - Also add the outputs of the commands: cpatch/L, Dscheck /full
servers, Dscheck /full apps, Dscheck /full groups

Database Corruption
Solution
• Dscheck revealed inconsistencies in the DataStore and lack of response
from the AMC supported this
• The customer was advised to make a backup of their DataStore if they
had not already done so and run the following commands
• dscheck /full server /clean and dscheck /full apps/ ServerCheck / Clean
• Dscheck revealed several errors so the customer decided to restore
from backup and this fixed the issue with all 5 servers.
• The customer may not have had to restore from backup after running
Dscheck but felt better about having a known working DataStore


2. Installation
Issue Statement

• ―When I install XenApp 5.0 x64 with hotfix (XAE500W2K8X64001) it
takes 10+ hours to complete the install, however when I disable the NIC
the install completes normally?‖

Details

• OS: Windows 2003 Server x64 Ent Edition in English
• Happens on two different servers
• Does the issue happen without hotfix XAE500W2K8X64001? ―No‖.
• Can it happen without the above hotfix? Yes it can


Installation
Troubleshooting

• The customer had already tried some troubleshooting by disabeling
the NIC but did not state why they had tried that?

• Citrix support looked up the issue on the Citrix Knowledge Center and
found an article relating to the issue: CTX113639

• This CTX article describes an issue where multiple domains and
multiple domain trusts exist. The install can hang and take up to 15
hours to complete

• This tied in with disabling the network card as the install no longer saw
any domains or trusts.

• The hang/delay is caused by account resolution during the COM+
components installation


Installation
Solution
• A delay is incurred by account resolution during the COM+
components installation, which forms part of the installation process.
• To use the transform file, launch the XenApp 5.0 installation using the
following command
• msiexec.exe /i quot;D:Citrix XenAppmps.msiquot;
TRANSFORMS=quot;c:tempCTXUpdate.mstquot; /l*v c:tempmps.log
• Where D:Citrix XenApp is the correct path to the MPS.msi file and
C:temp is the correct path to the CTXUpdate.mst transform file
More Information:
• CTX114691 – Presentation 4.5 MSI Log Error:
CtxComPlusAppRegister failed with error code 1603


1. Licensing
Issue Statement

• ―The customer has two license files, one of 500 users and the other 200
for a total of 700. When arrive at 500 we don’t see the next 200?

• error code 12292 – ―Citrix Presentation Server - license full‖
• The system is not reading fine the second license file
Details

• OS: Windows 2003 Server
• XenApp version: XA 4.5 HFRP unknown


Licensing
Troubleshooting

• Support asked the customer to try the following:
• On the license server enable connection logging - CTX104184
• Then please collect the lmgrd_debug.log located in the folder
C:Program FilesCitrixLicensingLS on the license server

• A screenshot of the license server console
• The output of the command lmstat –a from the license server
• Also the event logs from the License server and the XenApp Server


Licensing
Solution
• The output from the logs collected from the customer showed that the
500 user license file was more recent than the 200 user file
• The License server was only seeing the newer licenses even though
the older 200 licenses were still valid
• Support guided the customer to the MyCitrix site where he was able to
download a new consolidated license file which fixed the issue for the
customer
• Once the LMC was refreshed the licenses now showed over 500 and
the customer was happy to test this over the following 24 hours and
then confirmed that all licenses were available


Top 10 Citrix XenApp Issues May 09

Top 10 Citrix XenApp Issues May 09

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