Citrix Support Fix and Known Issues List

A list containing the majority of Citrix 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 main Citrix products and their 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 Articles will change from time and if information here is outdated or incorrect please let me know using the comments.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 let me know. For each issue, known product versions affected are recorded however that does not mean products versions that aren’t listed are not affected.

Each product table has a search box that you can type in to if looking for a specific fault. For example if you have an error code or 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.

♣ App Layering
♣ AppDNA
♣ Azure, Citrix Virtual Apps Essentials and Virtual Desktops Essentials (formerly Citrix XenApp Essentials and XenDesktop Essentials)
♣ Citrix Cloud
♣ Desktop Lock
♣ Director
♣ Federated Authentication Service
♣ Internet Explorer/Firefox/Chrome
♣ Licensing
♣ Machine Creation Services
♣ Citrix ADC (formerly NetScaler)
♣ Citrix Application Delivery Management (formerly NetScaler Management and Analytics System)
♣ Profile Management
♣ Citrix Provisioning (formerly Provisioning Services)
♣ Workspace app for Android (formerly Receiver for Android)
♣ Workspace app for Chrome (formerly Receiver for Chrome)
♣ Workspace app for HTML5 (formerly Receiver for HTML5)
♣ Workspace app for iOS (formerly Receiver for iOS)
♣ Workspace app for Linux (formerly Receiver for Linux)
♣ Workspace app for Mac (formerly Receiver for Mac)
♣ Workspace app for Windows (formerly Receiver for Windows)
♣ Workspace app for Android (formerly Receiver for Android)
♣ SCOM Management Pack
♣ Citrix Content Collaboration (formerly ShareFile)
♣ Skype for Business/Microsoft Teams
♣ StoreFront & Receiver for Web
♣ System Center Configuration Manager
♣ Thin Clients
♣ Universal Print Driver & Server, General Printing
♣ VMware ESX
♣ Windows 10
♣ Windows Server 2016
♣ Windows Server 2019
♣ Workspace Environment Management
♣ Citrix Virtual Apps & Desktops (formerly XenApp & XenDesktop) (excluding Machine Creation Services)
♣ Citrix Endpoint Management (formerly XenMobile)
♣ Citrix Hypervisor (formerly XenServer)

App Layering:

AppDNA:

Azure, Citrix Virtual Apps Essentials and Virtual Desktops Essentials (formerly XenApp and XenDesktop Essentials):

Citrix Cloud:

Desktop Lock:

Director:

Federated Authentication Service:

Internet Explorer/Firefox/Chrome

Licensing:

Machine Creation Services:

Citrix ADC (formerly NetScaler):

Citrix Application Delivery Management (formerly NetScaler Management and Analytics System):

Profile Management:

Citrix Provisioning (formerly Provisioning Services):

Workspace app for Android (formerly Receiver for Android):

Workspace app for Chrome (formerly Receiver for Chrome):

Workspace app for HTML5 (formerly Receiver for HTML5):

Workspace app for iOS (formerly Receiver for iOS):

Workspace app for Linux (formerly Receiver for Linux):

Workspace app for Mac (formerly Receiver for Mac):

Workspace app for Windows (formerly Receiver for Windows):

SCOM Management Pack:

Citrix Content Collaboration (formerly ShareFile):

Skype for Business/Microsoft Teams:

StoreFront & Receiver for Web:

System Center Configuration Manager:

Thin Clients:

Universal Print Driver & Server, General Printing:

VMware ESX:

Windows 10:

Windows Server 2016:

Windows Server 2019:

Workspace Environment Management:

Citrix Virtual Apps & Desktops (formerly XenApp & XenDesktop) (excluding Machine Creation Services):

Citrix Endpoint Management (formerly XenMobile):

Citrix Hypervisor (formerly XenServer):


43 Comments

  • Eric

    September 12, 2017

    My jaws are on the floor, you rock ! Thank you for helping me doing a better job.

    Reply
    • George Spiers

      September 12, 2017

      I hope you can pick your jaw up off the floor! 🙂 No problem, happy to hear it helps.

      Reply
  • Markus Löffler

    September 13, 2017

    i got one thats not on your list or i did not find it : Dual Monitor issue https://support.citrix.com/article/CTX226976

    Reply
    • George Spiers

      September 13, 2017

      Thanks. I’ve added.

      Reply
  • Florian Frank

    September 13, 2017

    I think I’m in love 🙂 Thank you!!

    Reply
  • Pilot

    September 14, 2017

    Citrix receiver 13.6 Linux (Ubuntu 14.04 LTS, Ubuntu 16.04 LTS

    After connect? all fine? but when mouse move – connection break, and reconnected … Why ????
    (video – NVidia (375.66)

    Reply
    • George Spiers

      September 15, 2017

      Does the same happen on 13.5 or a non-GPU enabled VDA?

      Reply
      • Pilot

        September 15, 2017

        I’m try it (13.5) not worked …It works until you move the mouse (etc. 13.6)

        uname -vrp && dpkg -l | egrep ‘icacli|nvidia’
        4.10.0-33-generic #37~16.04.1-Ubuntu SMP Fri Aug 11 14:07:24 UTC 2017 x86_64
        icaclient 13.5.0.10185126 amd64 Citrix Receiver for Linux
        nvidia-375 375.66-0ubuntu0.16.04.1 amd64 NVIDIA binary driver – version 375.66
        nvidia-opencl-icd-375 375.66-0ubuntu0.16.04.1 amd64 NVIDIA OpenCL ICD
        nvidia-prime 0.8.2 amd64 Tools to enable NVIDIA’s Prime
        nvidia-settings 361.42-0ubuntu1 amd64 Tool for configuring the NVIDIA

        Reply
        • George Spiers

          September 15, 2017

          Try it on a non-GPU enabled VM and via Citrix Receiver for Windows from another machine.

          Reply
          • Pilot

            September 15, 2017

            On Windows 7/8.x Citrix Reciever v. 4.9 (build 14.9.0.25.39) opened this host fine.

            On linux Ubuntu, i switch graphics to X.Org driver, but ger error “reconnect” again…

            lspci -nnk | grep -i vga -A3 | grep ‘in use’
            Kernel driver in use: nouveau

          • George Spiers

            September 15, 2017

            You are best contacting Citrix support with this issue.

  • Dennis

    September 14, 2017

    This is just awesome!!! I already found some solutions for issues I’m struggling with. Keep up that great work, I’m very thankful! Thumbs up!

    Reply
    • George Spiers

      September 15, 2017

      Thanks Dennis!

      Reply
  • Pingback: Citrix Support Fix List XenApp George Spiers Stefanos Evangelou Cloud

  • Juan

    December 13, 2017

    This is absolutely perfect, just what I was building for myself but so much richer and simpler!

    Reply
  • Vikram Singh Chauhan

    December 30, 2017

    Awesome work !!!!

    @George Spiers – Can you please help me with VDA server OS 2012 R2 in XD 7.15 stuck on Welcome screen intermittently.

    Reply
    • George Spiers

      December 30, 2017

      Have a look here https://discussions.citrix.com/topic/388867-logon-stuck-welcome/
      It may be caused by Legacy Graphics Mode being enabled (not supported on WS2012 R2) or else caused by Windows updates.

      Reply
      • Vikram Singh Chauhan

        January 2, 2018

        Thanks @ George

        How do I check Legacy Graphic Mode in XD 7.15 ?
        is it the same that shows under BIOS Mode – Legacy while running msinfo32 on server 2012 R2 VDA

        Reply
      • Anonymous

        January 2, 2018

        Thanks @ George

        How do I check Legacy Graphic Mode in XD 7.15 ?
        is it the same that shows under BIOS Mode – Legacy while running msinfo32 on server 2012 R2 VDA

        Reply
        • George Spiers

          January 2, 2018

          Just check that Citrix policy “Legacy graphics mode” is not enabled against the 2012 R2 VDAs. You can check that via Citrix Studio or Group Policy Management Console if you are using this to manage Citrix policies.

          Reply
          • Anonymous

            January 2, 2018

            It’s disabled. However still majority of welcome session stuck issues in XD 7.15 environment. Any specific windows security update that may be the culprit.

            So far VMWare SVGA 3D (WDDM) driver has been uninstalled from Server OS but still no luck

          • Anonymous

            January 2, 2018

            Sorry George,

            Checked again by running below query

            wmic /namespace:\\root\citrix\hdx path citrix_virtualchannel_graphics get /value Value to check :
            IsActive=Active
            Policy_LegacyGraphicsMode=TRUE

            Getting o/p as

            IsActive=unknown
            Policy_LegacyGraphicsMode=TRUE

            Also showing enabled via STUDIO

          • George Spiers

            January 2, 2018

            OK you should disable it as Legacy graphics mode is only supported on Windows 7/2008 R2.

          • Anonymous

            January 2, 2018

            Sorry George,

            Checked again by running below query

            wmic /namespace:\\root\citrix\hdx path citrix_virtualchannel_graphics get /value Value to check :
            IsActive=Active
            Policy_LegacyGraphicsMode=TRUE

            Getting o/p as

            IsActive=unknown
            Policy_LegacyGraphicsMode=TRUE

            Also showing enabled via STUDIO

  • Sebastian K

    February 16, 2018

    We are stucked since 2 month in a PoC from XenMobile where Citrix doesnt want to help, bc no Support contract… -.-
    Perhaps you could help:
    for APNS we need a proxy without authentication. Since this the SSLHandshake with the Proxy doesnt work! We imported the Root CA cert which the Proxy uses. In the database the cert_type is chain, not ca, what we thought. With or without database edit of this value, we didnt pass und the XenMobile look like he didnt want to use this cert.
    Could you help us?

    Reply
  • Stefanos Evangelou

    May 31, 2018

    Hello George,

    Is this Citrix support fix list kept up-to-date as of May 2018?

    Reply
    • George Spiers

      May 31, 2018

      Yes it is updated daily.

      Reply
  • Nitin

    June 5, 2018

    I have a customer running IGEL OS to connect to Xen Desktop 7.16 and Xen Server. Every day they get complains from Nurses and Doctors seeing a black screen and they can log back in only after a reboot of the device.

    I have seen a similar behaviour where the Hypervisor was VMWARE and we fixed the issue by updating VGA drivers, but not sure what to do incase of XenServer.

    Reply
    • George Spiers

      June 5, 2018

      Does it happen on non-IGEL devices?
      Does the black screen occur after periods of inactivity or does it happen whilst actively working within a desktop?

      Reply
      • Chetan

        August 16, 2018

        for me it happens on non-igel thin clients, happens after periods of inactivity and sometimes while the user is actively working within a session. Any help will be greatly appreciated.

        Reply
    • Chetan

      August 16, 2018

      Did you find a fix nitin, i’m running into the same issue with xenapp 7.6 and we run on vmware hypervisor.

      Reply
      • George Spiers

        August 16, 2018

        What OS are your VDAs running? If Server OS, can you log on or do you also get a black screen?

        Reply
        • chetan

          August 16, 2018

          2012 R2 VDAS and I can logon to the server and there is no black screen on the server, we recently upgraded receiver from 4.3 to 4.9.1000. Also I see only the vmware svga 3d adapter under display adapters.

          Reply
          • George Spiers

            August 16, 2018

            You should reinstall the VDA, using the cleanup utility to firstly uninstall the VDA.

        • Chetan

          August 17, 2018

          George, So today i noticed that the end points having black screen issues had thinwire turned on for that session and the ones that were fine didnt have it. Could it be bandwidth related ? Can i turn off thinwire off for xenapp sessions ? How can that be done ?

          Reply
          • George Spiers

            August 19, 2018

            You can use ThinWire+, H.264 compression or a mixture using selective H.264. Are you saying that for VMs not experiencing the issue you were using Legacy graphics mode?

          • Chetan

            August 21, 2018

            We have legacy graphics mode turned on for the whole farm. The issue is very intermittent and does not happen once the user is logged out and logs into a new session. But what is consistent with all the sessions that have the black screen is that they have a check mark against thin wire when i run hdxmonitor on the vda on which the session is active.

  • Chetan

    August 17, 2018

    George, So today i noticed that the end points having black screen issues had thinwire turned on for that session and the ones that were fine didnt have it. Could it be bandwidth related ? Can i turn off thinwire off for xenapp sessions ? How can that be done ?

    Reply
    • Anonymous

      December 13, 2018

      Did you resolve this issue? I am experiencing the same on XenDesktop 7.15 ltsr, windows 10. Black screen issue occurs while the machine is in use. We are not using legacy graphics mode

      Reply
  • Anonymous

    November 21, 2018

    Hi, I just got a 3D CONNEXION Space-mouse Wireless Kit.
    My Problem is I have Autocad Inventor and I cannot get the Spacemouse to work in the Citrix Virtual Desktop that I have to connect to so I can work on Inventor.
    Is there a Fix for this i can install and get the ability to us my Space-mouse.
    I am not a Tech so I cannot speak Techky, so please explain your answer for us non technical people.
    Thanks

    Reply
    • George Spiers

      November 22, 2018

      Ask 3Dconnexion if the product will work in a Citrix environment. The Citrix Ready marketplace only has a Space Navigator listed.

      Reply
  • Marvin Roberts

    November 21, 2018

    Hi, I just got a 3D CONNEXION Space-mouse Wireless Kit.
    My Problem is I have Autocad Inventor and I cannot get the Spacemouse to work in the Citrix Virtual Desktop that I have to connect to so I can work on Inventor.
    Is there a Fix for this i can install and get the ability to us my Space-mouse.
    I am not a Tech so I cannot speak Techky, so please explain your answer for us non technical people.
    Thanks

    Reply
  • Girdhar

    December 5, 2018

    Excellent article what a hard and smart work

    Reply

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