Troubleshooting HDX Optimization for Microsoft Teams

Please note that, generally, fully quitting Teams (Systray icon / right click / quit) and restarting it clears all the components involved and can fix whatever issue you were experiencing.

[Note: If your VDA is 7.15 (any CU) and you still want to use Teams in unoptimized mode (the only mode supported in these VDA versions), scroll here. Teams HDX optimization will not be backported to the LTSR 7.15].

Instructions:

Microsoft Teams optimization mechanisms can be divided into 4 main areas

1. Media Engine instantiation

1.1 Teams must launch in optimized mode

1.2
Teams must open a WebSocket connection (wss://127.0.0.1:9002) to the “Citrix HDX HTML5 Video redirection” service in the VDA. This action triggers the establishment of the virtual channel CTXMTOP

1.3
CWA’s HDX Engine (wfica32.exe) must spawn the process HdxTeams.exe (the actual WebRTC media engine in CWA)

2.Media Engine peripheral acquisition

2.1 HdxTeams.exe maps and relays the names of the peripherals to Teams

2.2
HdxTeams.exe acquires and captures all peripheral devices I/O

2.3
HdxTeams.exe must be able to display the video self-preview

3.Media Engine transport layer establishment

3.1 SDP file offer/answer negotiation

3.2
ICE Candidate discovery (STUN/TURN)

3.3
Secure RealTime Protocol (SRTP) end to end connection

4. Media Engine multimedia stream processing

4.1 Codecs: Decoding/encoding and rendering of audio-video tracks and screensharing
4.2 Echo Cancellation, noise reduction, jitter/packet loss concealment, lip synchronization, image enhancement


Proper troubleshooting requires the Admin to verify each area progressively, moving down the list.

#1: Media Engine instantiation

The quickest way to determine if the user is running in optimized mode is to look for HdxTeams.exe running on the user’s client machine:

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If the process is not found, then point #1.1 should be investigated first.

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#1.1: Teams must launch in optimized mode

Click on the avatar / About / Version. “Optimized for Citrix” should be displayed

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If the legend is not there, then Teams did not load in VDI mode correctly.

The VDA regkey MsTeamsRedir is set by a Citrix service (CtxSvcHost.exe) when the user logs on or reconnects to the virtual desktop.

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The value is set to 1 automatically if and only if:

  1. Microsoft Teams Redirection policy is enabled in Studio (and by default is Allowed)
  2. CWA has loaded the Teams Virtual Channel (VDTeamsn.dll) and the CWA version is 1907 or higher

If = 0 or missing – trouble!

Action: Quit Teams from the systray itself (right click on the icon / Quit).

Sometimes, if Teams auto-updated while the session was in disconnected state, it can fail to read the key properly upon reconnections.


#1.2: WebSocket phase

The VDA Service “Citrix HDX HTML5 Video Redirection” [WebSocketService.exe] is the point of entry for Teams into the VDA. In other words, Teams must open a secure websocket connection to this service, which listens at 127.0.0.1:9002 in the VDA.

If WebSocketService.exe is not actively listening, optimization will fail. In some cases, the Service will show as “Running” in the services.msc console, but when you run netstat you will not see the socket.

Therefore, you must make sure it is running and LISTENING :

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After a successful connection, you will see the state change to “ESTABLISHED”:

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[Note: WebSocketService.exe listens also at 9001 – this socket is used for other HDX features (Browser Content Redirection and HTML5 Video Redirection, and they are independent of Teams)]

[Proxies: If an explicit proxy server is configured in the VDA, make sure connections to localhost are not routed through it. Otherwise, redirection will fail. You must bypass proxy servers for local address 127.0.0.1:9002]

Once there is a successful secure WebSocket (wss) connection, WebSocketService.exe will create a new process in the user’s session called WebSocketAgent.exe:

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This process can also be spotted in Director:

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[Note: WebSocketAgent.exe is also used for BCR and HTML5 Video Redirection]

Action: if WebSocketAgent.exe is not being created while 127.0.0.1:9002 is ESTABLISHED, restart the WebSocketService.exe service. Relaunching Teams might be required.

The last part of this second phase is the establishment of the Teams virtual channel (CTXMTOP), and this process is ultimately handled by the “Citrix HDX Teams Redirection” Service (CtxSvcHost.exe in the VDA).

CTXMTOP is a Command & Control virtual channel only – no media is exchanged between CWA and VDA. All the media is handled by CWA in a Client-Fetch-Client-Render manner.

Action: If WebSocketAgent.exe is running on the VDA but HdxTeams.exe is not running on the client, restart “Citrix HDX Teams Redirection”.

#1.3: HdxTeams.exe

Once the virtual channel is established, the Citrix HDX Engine in CWA (wfica32.exe) will spawn the media engine HdxTeams.exe on the client:

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At this point, Teams is ready to handle calls.

If HdxTeams.exe launches, then the respective webrpc log will be created.

They can be found on the user’s machine in %userprofile%AppDataLocalTempHDXTeams folder.

Each session will create its own separate folder.


#2:Media Engine peripheral acquisition

In Teams, go to Settings à Devices. All the peripherals should now be mapped, and the video self-preview visible. You should be able to toggle between the cameras too.

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Note: when Teams enumerates Playback/Recording peripherals, it will select the ones that are defaults at the endpoint. Open mmsys.cpl on the endpoint, and you can see what the default devices are in the user’s client machine. These are the ones that will be auto-selected by Teams.

You can toggle these devices in the middle of a call – in that case, a 1 sec audio glitch might be experienced while the new devices are remapped.

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The peripheral acquisition process is captured in the webrpc.txt logs.

All device enumeration entries will have “webrtcapi.RPCStubs” in the respective lines.

=============================

Thu Nov 28 15:08:30 2019

=============================


Nov 28 15:08:30.947 webrtcapi.DeviceManager Info: Audio device IMMNotificationClient registration successful.

Nov 28 15:08:30.948 webrtcapi.VideoOverlay Info: setProvider. set overlay provider (current = 0, new = 10168640)!

Nov 28 15:08:30.949 webrtcapi.DeviceManager Info: operator (). Device monitor message window created

Nov 28 15:08:31.287 webrtcapi.RPCStubs Info: -> device id = {0.0.1.00000000}.{100c5b9e-8f9f-4bc4-8ff2-196c45c88f76} label = Headset Microphone (Jabra EVOLVE LINK MS) groupId = 1445567130


Nov 28 15:08:31.305 webrtcapi.RPCStubs Info: -> device id = {0.0.1.00000000}.{ee2e77ed-f871-4c65-8476-a40942ea913f} label = Microphone Array (Realtek High Definition Audio(SST)) groupId = 152748168

Nov 28 15:08:31.348 webrtcapi.RPCStubs Info: -> device id = {0.0.0.00000000}.{c11106bd-8a8e-441e-8bba-1740b9b9934b} label = Headset Earphone (Jabra EVOLVE LINK MS) groupId = 1445567130

Nov 28 15:08:31.351 webrtcapi.RPCStubs Info: -> device id = {0.0.0.00000000}.{d10485d5-ddbb-4568-a3ee-214d73dc6b09} label = Speakers (Realtek High Definition Audio(SST)) groupId = 152748168

Nov 28 15:08:31.385 webrtcapi.RPCStubs Info: -> device id = \?display#int3470#4&1835d135&0&uid13424#{65e8773d-8f56-11d0-a3b9-00a0c9223196}{bf89b5a5-61f7-4127-a279-e187013d7caf} label = Microsoft Camera Front groupId =

Nov 28 15:08:31.397 webrtcapi.RPCStubs Info: -> device id = \?display#int3470#4&1835d135&0&uid13424#{65e8773d-8f56-11d0-a3b9-00a0c9223196}{7c9bbcea-909c-47b3-8cf9-2aa8237e1d4b} label = Microsoft Camera Rear groupId =

[…]

Nov 28 15:15:01.197 webrtcapi.CameraCapture Info: start. capabilities: width = 1280 height = 720 fps = 30 fmt = 9

Nov 28 15:15:01.553 webrtcapi.DxVideoRenderer Info: configure. window = 203588 frameWidth =1280 frameHeight = 720

[…]

Any error in the acquisition process will be displayed in the webrpc logs.

If Teams loaded in unoptimized mode, it will try to acquire the endpoint’s peripherals leveraging the traditional HDX technologies for Audio, Microphone and Webcam redirection (see section on 7.15 for a description of unoptimized mode).

In this case, the camera name will show the “Citrix HDX Web Camera” legend – this is an unequivocal sign that Teams is unoptimized.

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3. Media Engine transport layer establishment

In this phase, errors are generally equivalent to call failures, or one-way audio/video only where one peer cannot hear/see the other.

The call setup process is handled primarily by Teams, not HdxTeams.exe. In other words, the hosted Teams app will utilize the signaling channel back to O365 Teams servers who will in turn contact the other peer.

Teams does rely on HdxTeams.exe for the call negotiation by requesting an SDP file, which is a compilation of all the media and transport address characteristics of the endpoint.

HdxTeams WebRTC engine relies on hole punching techniques (ICE/STUN/TURN) to eventually establish the connection to the other peer or conference server.

Enterprise network environments can be a challenge in this phase.

Proxies, Firewalls, symmetric NATs, VPNs, Deep packet inspectors, Session Border Controllers, etc etc can all affect the call establishment process; hence it is important you understand your network topology and consult with your networking team if necessary.

Teams conference servers are all hosted in O365 with the IP Block 52.114.0.0/12 and UDP ports 3478-3481. TCP 443 can be used as a fallback.

Peer to peer calls will be attempted via direct connections, but if that fails a TURN server (also hosted in O365, same IP:PORTS as above) might be used.


#3.1 When the user initiates or receives a call, the signaling channel between the Teams hosted app and the Teams servers in O365 will negotiate an SDP file, containing all the required information for HdxTeams.exe to execute the call.

Please note that the SDP file can be updated multiple times after the initial single pass negotiation,

containing new info about ICE candidates or new call parameters (resolution, fps, etc).

Each peer maintains two simultaneous descriptions:

  • a local one describing itself (“webrtcapi.RTCPeerConnection Info: setLocalDescription”)
  • a remote one describing the other peer (setRemoteDescription)

The SDP files are logged in webrpc.txt. Look for the “>>> begin:sdp” entries.

The caller will ‘set’ his SDP offer first (without any ICE candidates), which can be seen in the webrpc.txt logs as setLocalDescription.


#3.2 Interactive Connectivity Establishment

The caller now will ask STUN servers to generate ICE candidates. It will then send -over the signaling channel- individual ICE candidates as soon as they are discovered (a.k.a “trickle ICE”) by the local ICE agent .

Example #1 : VDI caller (behind Firewall blocking UDP) joining a conference

TRICKLE ICE snippet

[…]

>>> begin:sdp

candidate:780896439 1 udp 2122063615 10.0.0.140 52811 typ host generation 0 ufrag 9gep network-id 1 network-cost 10

candidate:1938109490 1 udp 24911871 52.114.188.57 51757 typ relay raddr 73.205.xxx.xxx rport 5039 generation 0 ufrag 9gep network-id 1 network-cost 10

<<< end:sdp

[…]
ICE Candidates can be [IPv4 or IPv6] : [UDP or TCP]. The ‘type’ parameter is important, and can take four values (host, server reflexive, peer reflexive and relay).

Conference servers will receive an SDP offer through the signaling channel and answer with its own SDP, which can be seen in the webrpc.txt logs as “webrtcapi.RTCPeerConnection Info: setRemoteDescription”.

Of utmost importance are the “a=candidate” lines in the SDP
SDP ANSWER:

[…]

a=candidate:1 1 UDP 36044286 52.114.138.158 3480 typ relay raddr 10.0.136.233 rport 3480

a=candidate:2 1 TCP 18086910 52.114.138.158 3478 typ relay raddr 10.0.136.233 rport 3478

[…]

The VDI user caller will register remote ICE candidate and begin connectivity checks (STUN Bind request/response). Sometimes, the calling peer can be behind a Firewall that blocks STUN/UDP packets, and in such a case there will no answer to the STUN Bind requests:

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[Warning: STUN Bind requests are essential for a healthy call setup, as this allows candidate discovery with optimal call routing (especially in p2p calls). If your branch office Firewalls are blocking STUN and UDP destination ports 3478-81, then a transport relay in O365 must be contacted using TCP which adds additional latency and degrades call quality experience].

Since the Firewall is blocking UDP, the calling peer must attempt a TCP connection to the other candidate:2

If that also fails, it will have to use his transport relay (“relay raddr”) seen in the Trickle ice snippet above (52.114.188.57).

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Note: HdxTeams.exe cannot read explicit proxy configurations on the endpoint.

#3.3 RTP media flows

If the connection was established using TCP through a TURN server, you will not be able to decode the traffic in Wireshark as RTP since it is encrypted using TLS.

In case of a peer-to-peer connection or conference via UDP, then Wireshark will show more detailed info that can be used to understand the traffic flow between the participants.

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Wireshark recommendations:

RTP cannot be automatically analyzed by Wireshark. Applying the Display filter ‘rtp’ won’t result in any RTP packets displayed.

Instead, first set the Display Filter to ‘udp’ to spot UDP traffic. After the connection is established, there will be UDP traffic sent regularly between the peers. RTP over UDP traffic will begin with 90 hexa (or 80 hexa if no RTP header extensions are present) in Data, the first octet of the RTP header.

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By selecting one of these UDP packets and selecting “Analyze/Decode As” … then selecting RTP, Wireshark will process the packets as RTP.

The WebRTC media engine in Workspace app (HdxTeams.exe) uses the Secure RTP protocol for multimedia streams that are offloaded to the client. SRTP provides confidentiality and authentication to RTP, using symmetric keys to encrypt media and control messages, and uses the AES encryption cipher in Counter Mode.


4. Media Engine multimedia stream processing

Once the call set up is finalized and the ICE connectivity checks are completed, the media will be exchanged between the parties.

Currently we support video resolutions up to 720p@30fps, with 360p being common [H264 and VP9].

-The video streams are captured in the webrp.txt logs as “DxVideoRenderer “:

webrtcapi.DxVideoRenderer Info: configure. window = 657170 frameWidth = 640 frameHeight = 360

The webcam captures entries in webrp.txt are”CameraCapture”:

webrtcapi.CameraCapture Info: start. capabilities: width = 640 height = 360 fps = 30 fmt = 9

Lip sync issues might be caused by high CPU usage on the endpoint. The encoding process (camera capture and subsequent encoding) is more expensive in CPU terms than decoding. Some endpoints might not have enough processing power (see here for system requirements), resulting in 100% CPU utilization and causing audio/video to be out of sync.

The RTP protocol can be decoded in Wireshark to understand what type of codecs are being used and how much bandwidth is consumed.

#4.1 As an example we will investigate a p2p audio call between two VDI users. HdxTeams will select the Opus codec for this scenario, which can be seen clearly in the SDP Offer/Answer negotiation.

The calling party will state all his supported codecs, and the callee will then reply with his preferred choice in the SDP answer.

[Note: The notification audio (ringtone) is played by Teams out of the VDA’s default playout device.]

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The call bandwidth usage can then be plotted in Wireshark using the Statisticsà IO Graph option.

Apply the proper filters to display only the traffic associated with the call.

We can see that the typical bandwidth for a voice call is ~40-70 kbps (each way).

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Green: outgoing | Blue: incoming | Red: outgoing + incoming


Screensharing

In the Skype for Business optimization pack (RTOP), screensharing was not optimized. In other words, there was no offloading of such streams and therefore they were rendered server-side natively by Skype for Business.

But in terms of HDX optimization for Microsoft Teams, incoming screensharing is no different than incoming webcam video streams, since Teams relies on video-based-screen-sharing. Hence it is optimized by default.

However, a VDI user sharing his monitor (i.e. outgoing screensharing) will result in HdxTeams.exe performing display captures at the endpoint (with H.264). Currently (CWA 1911 or older) it is only possible to share the primary monitor.

HdxTeams.exe crops the sharing to the Desktop Viewer window only (if CWA’s Desktop Viewer is in Windowed mode).

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If Desktop Viewer (cdviewer.exe) is in full screen mode, then of course the entire monitor is shared.

In multi-monitor setups, only the primary monitor is shared, and the screen picker button in Teams will label the preview as ‘Screen #1’.

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Common issues with outgoing screensharing, as perceived by the other peer, are:

– low resolution

– black window instead of the actual screen

– screen freeze on the sender’s side

The webrpc.txt logs are the best source for troubleshooting such issues.

HdxTeams.exe contains a bandwidth estimator that will allow Teams to pick the best resolution that can be sustained by the network, and sometimes it can take a few seconds for it to converge to the right value. So screensharing might actually start with a low resolution before it jumps to a higher one.

In the logs, the parameter “webrtcapi.DesktopCapture” can be used for quick finds, and if there are errors they would be logged as “webrtcapi.DesktopCapture Error:“.

Black windows can be caused by issues on the sender’s side (user capturing) or the receiver’s side (user rendering the stream).

For example, if the error is on the sender’s side the following entry could be seen:

webrtcapi.DesktopCapture Error: OnCaptureResult. invalid cropping rectangle (x = 0 y = 0 width = 0 height = 0)

Guidelines for 7.15 LTSR

If you are using 7.15 LTSR, please note that the new HDX Optimization for Microsoft Teams is not (and will not be) available in this version and the only way to use Teams is through the legacy HDX technologies:

While these technologies do offload some of the CPU/RAM/BW from the VDA, they do not fully optimize the experience for Real Time traffic and will create additional loads on the VDA resources.

The best example is the rendering of a video feed from another peer / meeting. This is done using Thinwire graphics technologies and it renders on the VDA, which is expensive in CPU terms.

Admins concerned about Single Server Scalability might want to disable video conferencing policies on the Microsoft Teams admin center. See here for more info.

A secondary method for redirecting peripherals is available, and some customers might prefer to use Generic USB Redirection.

With HDX Plug-n-Play Generic USB Redirection technology, the peripherals (e.g webcam or headset) is virtually detached from the client device and attached to the XenApp/XenDesktop session. This provides all the native functionalities of the webcam/peripheral in the virtual session.

HDX Plug-n-Play Generic USB Redirection requires the device drivers for the webcam/peripheral to be available on both the client device as well as on the VDA.

Bandwidth usage for webcams using HDX Plug-n-Play Generic USB Redirection technology can vary based on the vendor and model of the device, but it is significantly higher compared to use it over HDX RealTime Webcam Video Compression. HDX Plug-n-Play Generic USB for webcams/peripherals is recommended to be used only under LAN conditions where bandwidth and specially latency are not constraints.

Refer the following link regarding more information on HDX Plug-n-Play configuration: Configure USB Support.

Known Issues with Microsoft Teams and 7.15 VDA:

  • Webcam redirection will not work with 64-bit Teams, only with 32-bit. This is known limitation in 7.15 – see here for more details.
  • In Windows Server, Teams.exe might crash, or the Teams logon screen might become blank and no input fields are presented to the user. Please add Teams.exe to the VDA registry under SfrHook, and make sure the Flag value REG_DWORD is set to 204 Hexadecimal

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XenMobile Server experiences a communications error with Apple Deployment Programs (formerly DEP)

XenMobile Server administrators may notice that newly added Apple devices, which are registered via Apple Deployment Programs (formerly DEP) , do not appear on XenMobile Server. Previously enrolled devices are not affected.

Apple DEP connectivity test initiated from the XenMobile server may also fail. This can be found under XenMobile Server > Settings > Apple Device Enrollment Program (DEP) > Select the DEP account name > “Test Connectivity”.

Within the Debug log file on XenMobile Server, HTTP 500 error code are recorded for the connection attempt. This error can be found alongside a Java exception error.

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Latest ShareFile password reset requirements and policy

ShareFile password requirements

Citrix weak password policy

Passwords will be cross-checked against a database of compromised passwords. This database is continually updated by haveibeenpwned.com and contains passwords that have been distributed on the black market. After a user enters a password, they are displayed an error message stating “this is a known weak password, please try another.” This check happens at login, password reset, and new user creation.

We recommend using a password manager to generate and maintain strong passwords. A complex password is not effective if you cannot remember it. Consider using a password made of random words, numbers and symbols. For example, it is easier to remember a sentence such as “the first house I ever lived in was 613 Fake Street. Rent was $400 per month.” You can turn this sentence into a password by using the first character of each word, resulting in ‘Tfhleliw613FS.Rw$4pm’. This is a strong password and meets all the criteria. We also recommend using a password manager to generate and maintain strong passwords.

By default, a ShareFile password must contain:

  • A minimum of 8 characters
  • 1 upper case letter
  • 1 lower case letter
  • 1 number
  • 1 special character
  • No more than 50 characters

These default requirements cannot be lowered or removed.

There is an additional password history requirement preventing use of the previous 25 passwords on your account. This requirement can be modified as needed, but cannot be removed entirely.

Special character requirements

The Administrator user of your ShareFile account may change the password requirements for the ShareFile account at their own discretion. To do so, navigate to the Admin section of your ShareFile account and click Password Policy in the sidebar. Any changes made will go into effect the next time a user changes his or her password. When a password’s expiration time is met, users will be prompted to change their password the next time they log in to ShareFile.

Special characters

  • !
  • #
  • $
  • %
  • ^
  • &
  • *
  • ( )
  • _
  • +
  • =
  • /
  • .
  • ?
  • [
  • ]
  • |
  • `
  • ~
  • @

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View-Only Sharing

Enable View-Only

View-Only Sharing must be enabled for your account. Submit a request to ShareFile Customer Care to have this feature enabled.

This feature requires configuration changes to your StorageZones Controller. Click here for information on how to configure your StorageZones Controller to support View-Only Sharing.

This feature requires configuration changes to your NetScaler. Click here for information on how to configure your NetScaler to support View-Only Sharing.


Supported Files

  • Microsoft Office Files
  • PDF
  • Image files (requires SZC v3.4.1 or later)
    • BMP
    • GIF
    • JPG
    • JPEG
    • PNG
    • TIF
    • TIFF

View-Only and Audio / Video Files

Audio and Video files may be viewed with the view-only permission, but only if the audio and video files are stored on a public (Citrix-Managed) StorageZone. Only supported file types can be previewed, click here for supported types.

Due to the above, you cannot share audio and video files as a view-only message if they are stored on a private zone.

Share a File with View-Only Permissions

Once View-Only Sharing has been enabled for your account, a new setting will appear in Message Options when sharing files. Use the Allow Recipients To dropdown menu to select View Online Only. You may then customize how many views each user is permitted.

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When your recipient accesses the download link, the Download button will not be present and the recipient will be prevented from printing or saving the file.

Note – Sharing audio and video files as a view-only message is only supported for audio / video files stored on a public StorageZone. See info on those file types earlier in this article.

Grant a User the View Permission

Grant users the View permission if you want to control access to files stored in certain folders. When adding new users to folder access, select the View checkbox to grant them the permission. When viewing the folder contents with this permission, your user will not be able to download or share files. They must use the magnifying glass icon to preview the files.

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Note regarding Restricted Zones and DLP

The following files cannot be previewed or shared with the View-Only permission:

  • Files stored on a Restricted StorageZone
  • Files restricted from downloading due to DLP policy settings


Do Views trigger download notifications?

Yes, if you select to be notified when a file has been accessed.


Troubleshooting

Files cannot be previewed

  • During setup, the URL of your Microsoft Office Web Apps server must be entered into the StorageZones Controller console. The URL used must be accessible by ender users to support View-Only Sharing.
  • During setup, it is recommended that users synchronize the clock of their StorageZones Controller server with time.windows.com or another NTP server. Click here for information on Windows Time Service Tools.

View-only message cannot be sent

  • You cannot share a view-only message containing audio and video files if those files are stored on a private zone.

Note:

Restricting Print works only with few files as Citrix has no control over Browser or Operating System. Microsoft Office files which redact data when printing and restrict from printing is due to Microsoft Office Online Servers restriction and not due to ShareFile.

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Add Users to RightSignature

You must be an Admin or Owner to add users to an account. There are two different processes: With a ShareFile account and without a ShareFile account.

If you do not have a ShareFile account, please click here to skip to the next section.

If you do have a ShareFile account, please continue reading.

Create an Employee

First, head to People > Manage Users Home or Browse Employees. Click Create Employee

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Enter your user’s email address, first name and last name. (Company is optional). If you wish to add additional users, click Add another. When adding multiple users at Step 1, those users must all be given the same permissions and folder access later in the creation process.

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Next, customize your new employee’s User Access.

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Under E-Signature you will see the 3 options related solely to e-signatures. The first option “Send document for e-signature” is your base level permission. Checking this permission will allow an employee user to send documents for e-signature. Note: Checking this permission will use one of your e-signature licenses

Once this permission is enabled the employee user can now send documents for e-signature from within your ShareFile account.

RightSignature Only accounts

If you do not have a ShareFile account and are an Admin or Owner, follow the steps below to add a new user to your account:

Click Account and select the Users tab. To the right of the Add User button, you will see text informing you of how many seats are being used in the account.

Click Add User.

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Type the email address in the text box to search for an existing ShareFile user, then click Add User to Account. Please note that only ShareFile users who have activated their account will show up in this list. By default, new users are added as Standard users. If you add someone who is not already a user in your ShareFile account then they will automatically be added as an Employee to your ShareFile account.

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Once the user is added, they can login to RightSignature using their existing ShareFile login credentials.

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What are Hung Threads and why is the StreamProcess terminating?

Engage the Storage, Network and DBA teams to check the health of those system and resource availability

You can check TCP/IP connectivity to SQL Server by using telnet.

Note that SQL database does not grow slowly, but expands by a pre-configured amount. Inspect the Files property of the PVS database to find the location of the database file and the ‘Autogrowth/Maxsize’ value.

Confirm all the Anti Virus Exclusions are configured as per the following Citrix Article: https://support.citrix.com/article/CTX124185

Check if there’s a pattern to the occurrence of the Events in the Event Logs. For example if there are Hung Threads every night at the same time, check if there are Backup processes that might impact Storage Access or Maintenance procedures

To eliminate the possibility of issues with the Operating System, reboot the PVS Servers

If the issue persists, contact Citrix Support to capture diagnostic data and further narrow down the actual root cause of the issue.

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