Citrix Fixes – Director

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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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


Leave a Reply