Top 10 Citrix XenApp Issues May 09

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This presentation covers the top 10 issues on Citrix XenApp during May 2009

Text of Top 10 Citrix XenApp Issues May 09

  • 1. Top 10 Citrix XenApp Issues Reported to Tech Support May 2009

2. 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 reserved2 3. 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 2008 Citrix Systems, Inc. All rights reserved3 4. Logon-Authentication Solution On Windows x64 systems, pass-through authentication might notfunction properly after upgrading from Version 9.246 to Version 10.200 orhigher 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. 2008 Citrix Systems, Inc. All rights reserved4 5. 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 fieldDetails 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 2008 Citrix Systems, Inc. All rights reserved5 6. 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 2008 Citrix Systems, Inc. All rights reserved6 7. Seamless Solution The customer checked their registry entries against CTX101644 andfound that one of their Seamless flags was inconsistent with therecommended settings After changing these registry settings on a test server the issue wasfixed The customer then planned to export the new setting to the rest of theirenvironment 2008 Citrix Systems, Inc. All rights reserved7 8. 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 2008 Citrix Systems, Inc. All rights reserved 8 9. 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 2008 Citrix Systems, Inc. All rights reserved 9 10. High Res Display Solution The customer was happy to try HFRP4 but wanted to know if theupgrade would affect his licenses? Support advised that there would be no change and to go ahead withthe upgrade. Customer upgraded a single server and tested and this fixed the issue HFRP4 contained extra controls for running streamed applications athigh resolution 2008 Citrix Systems, Inc. All rights reserved 10 11. 7. AMC Discovery Issue Statement When we have a user configured as a Farm Administrator with customPrivileges and they open the AMC the discovery process fails with thefollowing errors, Errors occurred when using in the discovery process Double click reveals, you may not have privileges to communicate withthe SMA service Full Administrative privileges fixes issue?Details OS: Windows 2003 Server x86 in English SP1 XenApp Version: XA 5.0 in English 2008 Citrix Systems, Inc. All rights reserved11 12. 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 2008 Citrix Systems, Inc. All rights reserved12 13. 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 2008 Citrix Systems, Inc. All rights reserved 13 14. 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 2008 Citrix Systems, Inc. All rights reserved 14 15. 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 VMs and setup a GTM with the customer 2008 Citrix Systems, Inc. All rights reserved15 16. Streamed Applications Solution Escalations were unable to replicate the issue so they asked thecustomer to specifically check that the permissions for the secpol.mscconsole are set correctly as perhttp://support.citrix.com/article/ctx116483. They asked if there were any changes to the Default Domain Policies, tobe sent a copy of Domain Policies and also the output logs from processmonitor They customer rechecked the CTX article above and found an issue the problem is now fixed. If the Registry KeyNtfsDisable8dot3NameCreation inHKLMSYSTEMCurrentControlSetControlFileSystemquot; is set to 1, theStreaming Services crashes with the RPC Call error. Now I've switched the Value to quot;0quot; and Application Streaming worksfine. 2008 Citrix Systems, Inc. All rights reserved 16 17. 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 XenApp Version: XA 5.0 in English 2008 Citrix Systems, Inc. All rights reserved 17 18. Multiple Monitor Display Troubleshooting Customer had already done some research and looked at 2 CTXarticles: CTX114497 and CTX115637 However CTX115637 described the exact issue that the customer wastrying to solve with exact details on how to set the Session GraphicsConfiguration Table in an ICA session Support contacted the customer to check the settings again andoutlined the 3 possible configurations available The customer again reviewed the settings and found one configurationthat suited their environment and tested that for the following 2 days 2008 Citrix Systems, Inc. All rights reserved18 19. 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 = 11520000bytes = aprox. 11MB So you can set MaxLVBmem in the registry as per the article to 11 or12MB. If your server has more than 4GB you don't have to adjust thesessionpoolsize value since it will be already at 32MB The customer tried all 3 configurations in the CTX article but this oneworked best. 2008 Citrix Systems, Inc. All rights reserved19 20. 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 XenApp Version: XA 4.5 in English Issue is not present in RDP or VNC connections 2008 Citrix Systems, Inc. All rights reserved 20 21. 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. 2008 Citrix Systems, Inc. All rights reserved 21 22. P