Virtual Desktops Appear as “Not Registered” in the Console

To resolve the issue, grant the logon right, Access this computer from the network to the Delivery Controller machine account(s).

This can be modified directly on the VDA (recommended for testing):

  1. To edit the policy directly on the VDA, use Local Computer Policy editor (MMC, then add the Snap-In Local Computer Policy.)
  2. The policy is located in Computer Configuration –>Windows Settings –>Security Settings –>Local Policies –>User Rights Assignment
  3. Locate “Access this computer from the network”
  4. Click ‘Add User or Group’. Change the Object Types to include “Computers”.
  5. Type the names of the Delivery Controller(s). Click ‘Check Names’. Click OK to save the change. There will be several warnings.

Once this is determined to resolve the OU-based registration issue, policy can be applied to all the VDA’s by completing one of the following tasks:

  • Apply a group policy from the domain controller either to the domain as a whole or to an Organizational Unit containing the Virtual Desktops for the XenDesktop farm.

User-added image

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Error: “Your apps are not available at this time. Please try again” When Receiver Connects Through NetScaler Gateway

Solution 1

To resolve this issue change the beacon entries in StoreFront. Add the NetScaler Gateway addresses to external beacon.

Reference: https://docs.citrix.com/en-us/storefront/3-11/integrate-with-netscaler-and-netscaler-gateway/configure-beacon.html

External Beacon

If you want to use ICA proxy from internal and external connections (all clients should only go through NetScaler), then add a fake address in the internal beacon of StoreFront.

Note: The internal beacon should only be resolvable inside the network, if the beacon is resolvable externally then Citrix Receiver will not be able to add the account.

Solution 2

The issue relates to compatibility of Receiver 4.x and Web Interface XenApp services site. Receiver 4.x supports services sites but when connecting thru NS, users may experience issues as described in CTX136828 – Error When Using Windows Receiver PNAgent through Access Gateway Enterprise Edition Appliance.

Also note Citrix Documentation – NetScaler to Web Interface XenApp Services site is not supported.

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Access to a Citrix Knowledge Center Article is Denied

Citrix has introduced Customer Success Services that allow customers to see privileged Knowledge Center content. Contact your local Citrix Solution Advisor or call 1-800-424-8749 and listen for the option to contact the Sales department; they can help determine which program is right for you.You will continue to have access to certain content as per the matrix below.

Software Updates

Product Type Readme Visible to Download Available to
XenApp 7.X or Higher

XenDesktop 7.X or Higher

Provisioning Services 7.x or Higher

XenMobile 10.X or Higher
Public or Limited or Superseded All
  • Customer Success Services customers
  • Subscription Advantage customers
  • Partners
XenApp 6.X or Earlier

XenDesktop 5.6 or Earlier

Provisioning Services 6.x or Earlier

XenMobile 9.X or Earlier

Application Streaming (all versions)

EdgeSight (all versions)

Single Sign-On (all versions)

Secure Gateway (all versions)

Smart Auditor (all versions)

User Profile Management (all versions)

Web Interface (all versions)

CloudPortal Services (all versions)

CloudPortal Business Manager (all versions)

CloudPlatform (all versions)

VDI-in-a-Box (all versions)
Public All All logged in users
Limited or Superseded All
  • Partners
  • Customers with a TRM agreement

XenServer 7.1 LTSR Cumulative Update 1

XenServer CR release earlier to the latest CR release

XenServer 7.0 hotfixes released after 1 December 2017 (XS70E050 and later)

Public All
  • Customer Success Services customers
  • Subscription Advantage customers
  • Partners
XenServer (Other versions) Public All All logged in users

Citrix Supportability Pack

Readme Visible to Download Available to
All
  • Customer Success Services customers
  • Partners


Premium Content

  • Available to Customer Success Services Customers and Partner designated technical contacts on customer’s support entitlement.


Other Content Type

Type Readme Visible to Download Available to
Technotes All All logged in users
Tools All All logged in users
Learning All All logged in users
Security Bulletins All All


Chat

  • Available only to Customer Success Services customers.


For Application Networking Group products (such as NetScaler, CloudBridge, NetScaler (Access) Gateway, Communication Gateway, and Application Gateway), consider subscribing to the Citrix Appliance Maintenance program.

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Citrix Desktop service is not running or installed on the VDA


VDA Registration fails due to the Citrix Desktop service is not running, properly installed, or the service permissions might not be set correctly. This issue can occur if the service is not started or the system Event Log has traces of service related issues.

Note: If the Citrix Desktop Service is not present or running, the VDA can’t register with the Site, preventing users from accessing their applications and desktops.

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VDA Cannot Communicate With Delivery Controllers

To resolve this issue:

1. If the communication between VDA and Delivery Controllers were set using

a) Policy or Manually/Registry-based:

  • Verify the ListOfDDCs is not empty, and that the hostnames are correctly entered and can be resolved. To do this, you can ping each host name or use nslookup from the command prompt.
  • Value will be stored in:
HKLMSoftwarePoliciesCitrixVirtualDesktopAgent (ListOfDDCs)

or

HKLMSoftwareWow6432NodeCitrixVirtualDesktopAgent (ListOfDDCs)

*For more information, see [Best Practices for XenDesktop Registry-based DDC Registration] (https://support.citrix.com/article/CTX133384) in the Citrix Knowledge Center.

b) Active Directory OU-based discovery:

  • Value will be stored in:
32 Bit: HKEY_LOCAL_MACHINESoftwareCitrixVirtualDesktopAgentFarmGUID

64 Bit HKEY_LOCAL_MACHINESoftwareWow6432NodeCitrixVirtualDeskto pAgentFarmGUID

*For more information, see [Active Directory OU-based Controller Discovery](https://docs.citrix.com/en-us/xenapp-and-xendesktop/7-6/xad-controller-intro/xad-controller-ou-dscvr.html)

c) Provisioned by MCS

  • The MCS process creates C:Personality.ini, containing a list of contactable DDCs in following format:

[VdaData] ListOfDDCs=<FQDN of the Controller>

2. Verify the VDA’s DNS settings are correctly configured so the Delivery Controller’s FQDN can be resolved from the VDA.

3. Verify the network communication by pinging VDA from the Controller and vice versa.

4. Verify the VDA and the Delivery Controller can communicate on the same port.

5. Verify that any Delivery Controller host names in the Windows Hosts file are correctly entered and can be resolved. To do this, you can ping each host name or use nslookup from the command prompt.

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Citrix XenApp/XenDesktop Site is unreachable by a FMA Service



Smart Check has detected that the XenApp/XenDesktop site is unreachable by one of the following services:

ADIdentity Service

Analytics Service

AppLibrary Service

Broker Service

Configuration Service

Delegated Admin Service

Environment Test Service

Host Availability Service

Machine Creation Service

Monitor Service

StoreFront Service

Trust Service

Orchestration Service

The database is compatible and the service group for the Controller Service is available for registration. The Controller Service can communicate with the database, but no endpoints are registered in the Central Configuration Service. This can occur when the Site setup or upgrade did not complete, resulting in a partially configured Site.

For more information about these services, refer to [CTX139415](http://support.citrix.com/article/CTX139415).

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XenDesktop Database Transaction Log Growing Excessively

The XenDesktop database contains both configuration and state information, which must be updated often.

A single Virtual Desktop Agent (VDA) inactive for an hour generates approximately 62 kilobytes of transaction log data.

Following are the average transaction log calculations:

Number of Virtual Desktop Agents x 24 Hours x approximately 62 kilobytes of data.

Example 10 VDA Farm in idle state:

10 VDA x 24 x 62K = 14.8 megabytes

Note: This can be substantially higher in active environments.

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Site isolated for a Citrix XenApp/XenDesktop Controller Service



Smart Check has detected that the site has been isolated for one of the following XenApp/XenDesktop services:

ADIdentity Service

Analytics Service

AppLibrary Service

Broker Service

Configuration Service

Delegated Admin Service

Environment Test Service

Host Availability Service

Machine Creation Service

Monitor Service

StoreFront Service

Trust Service

Orchestration Service

The database is compatible and the service group for the Controller Service is available for registration. The Controller Service can communicate with the database, but no endpoints are registered in the Central Configuration Service. This can occur when the Site setup or upgrade did not complete, resulting in a partially configured Site.

For more information about these services, refer to [CTX139415](http://support.citrix.com/article/CTX139415).

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FAQ: XenMobile Server Support

This article contains answers to the frequently asked questions on XenMobile Server Support.

General

What is XenMobile Server Support?

How do I get to the support page on App Controller server?

In which version of App Controller Support feature is available?

What are the browsers and platforms supported?

What ports needs to be open for the support feature to work?

I am getting error “Unable to get the details from the server.” for NetScaler Gateway?

I am getting error “Failed to authenticate with the App Controller”?

I am getting error “Login Failed: Check XDM credentials or Database server is down.”?

How do I exit from the support page?

What if I have queries/suggestions regarding Support page?

Servers and Operations

What are the servers supported by the supportability framework?

How should I add App Controller HA pair in the Support Page?

How should I add XenMobile Device Manager Cluster Setup?

Can I add multiple servers for each server type?

Do I need to add the servers again in the next session/login?

What are the operations supported in the Support Page?

Can I perform more than one operation at a time?

Should all the three servers be in the same deployment of XenMobile Environment?

Connectivity Checks

Where/how are the connectivity checks done?

What does ‘Perform Connectivity Checks’ on NetScaler Gateway do?

What does ‘Perform Connectivity Checks’ on XenMobile Device Manager do?

I am unable to perform Connectivity Checks on App Controller?

Support Bundles

What information is collected in support bundles?

Can I collect support bundles for more than one server at a time?

Will I download multiple support bundles in this case?

Where do the support bundles get downloaded?

Are the generated support bundles permanently stored on the App Controller server?

Citrix Insight Services

What is “Citrix Insight Services” server?

What are the credentials to be used for uploading Support Bundles to Citrix Insight Services?

I do not have a “Citrix Insight Services” account. How do I upload the support bundle?

I do not have a SR number from “Citrix Insight Services”. Can I still upload support bundles?

General

  • IS it possible to install/configure DNS server on XenMobile appliance.
The DNS server should be installed on windows machine that is in the same network as that of your XenMobile , Since the XenMobile is linux appliance it is not possible ,

  • Is it possible to configure internal (sql and internal network )and external (apns )on dns server
All of the internal ip address and hostname can be added on the dns server as an address record . the external url are already public and dont require separate entries on DNS server . However if you are using proxy/firewall the traffic should be open bidirectional for communications. You can check out the following document for the same.
http://docs.citrix.com/en-us/xenmobile/server/system-requirements/ports.html

  • can we add static route to XenMobile

    We can only add static route on Netscaler , this is not possible for XenMobile. Can you please elaborate the exact requirement here so that .

Q: What is XenMobile Server Support?

A: XenMobile Server Support is an online platform that provides a one-stop location where administrators can perform various troubleshooting and instrumentation related tasks. It provides an easy way to collect troubleshooting information. For example, logs, configurations, environment information among other information.

Q: How do I get to the support page on App Controller server?

A: To access XenMobile Server Support page, open a browser and logon to App Controller admin ControlPoint. After you logon, edit the URL in the address bar to replace “main.html” by “support”. Now the URL should look like https://<AppControllerServer>:4443/ControlPoint/support.

Q: In which version of App Controller Support feature is available?

A: Support feature is available from App Controller 9.0 onwards.

Q: What are the browsers and platforms supported?

A: Support feature is supported on latest versions of Firefox, Chrome, Safari, IE10 and IE11. It is tested on Windows and Mac.

Q: What ports needs to be open for the support feature to work?

A: Port 443 for SSL/HTTPS and port 22 for file transfer needs to be open for support feature to work.

Q: I am getting error “Unable to get the details from the server.” for NetScaler Gateway?

A: Ensure correct password for the server is entered in the support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: I am getting error “Failed to authenticate with the App Controller”?

A: Ensure correct password for the App Controller server is entered in the support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: I am getting error “Login Failed: Check XDM credentials or Database server is down.”?

A: Ensure correct password for the XenMobile Device Manager server is entered in the Support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: How do I exit from the support page?

A: Use the Exit button on the bottom right of the Support page. It will redirect to the ControlPoint Page.

Q: What if I have queries/suggestions regarding Support page?

A: Contact the Citrix Support Personnel for more information.

Servers and Operations

Q: What are the servers supported by the Supportability Framework?

A: Supportability Framework supports App Controller, XenMobile Device Manager, and NetScaler Gateway Server.

Q: How should I add App Controller HA pair in the Support Page?

A: App Controller Cluster deployments are currently not supported. You can provide each cluster node separately to collect respective support bundles.

Q: How should I add XenMobile Device Manager Cluster Setup?

A: You can add any one of the cluster nodes of the XenMobile Device Manager cluster. Operations are performed on all the nodes in the cluster.

Q: Can I add multiple servers for each server type?

A: Yes, you can add multiple servers under each server type.

Q: Do I need to add the servers again in the next session/login?

A: No, all servers added are persistent across sessions. However, passwords are not cached, and it needs to be entered again.

Q: What are the operations supported in the Support Page?

The following operations are supported:
  • Perform Connectivity Checks
  • Collect Support Bundles and Download to Client
  • Collect Support Bundles and Upload to ‘Citrix Insight Services’

Q: Can I perform more than one operation at a time?

A: Yes, you can select all the operations or a combination of operations at a time.

Q: Should all the three servers be in the same deployment of XenMobile Environment?

A: Not Necessary. Any supported XenMobile server which is reachable from the App Controller can be added to the support page.

Connectivity Checks

Q: Where/how are the connectivity checks done?

A: Connectivity checks are initiated and controlled by the App Controller . However, actual Connectivity Checks happen from the NetScaler Gateway/XenMobile Device Manager Server to their associated backend servers.

Q: What does ‘Perform Connectivity Checks’ on NetScaler Gateway do?

A: ‘Perform Connectivity Checks’ on NetScaler Gateway does a reachability check for all the backend servers associated with NetScaler Gateway. The connectivity validation also involves performing server-specific protocol and port validation ensuring the validity of the backend servers.

Q: What does ‘Perform Connectivity Checks’ on XenMobile Device Manager do?

A: ‘Perform Connectivity Checks’ on XenMobile Device Manager does reachability checks for Apple Servers.

Q: I am unable to perform Connectivity Checks on App Controller?

A: Currently, ‘Perform Connectivity Checks’ is not supported on App Controller .

Support Bundles

Q: What information is collected in support bundles?

A: You receive the following information for each server:

XenMobile Device Manager Server Support bundle

  1. Logs
  2. Config files
    • Cluster_configuration
    • Ew-Config.properties
    • Pki.xml
    • Log4j
    • Push_services
    • Oscache
    • Server.xml
  3. Information collected as part of helper.jsp
    • Patches
    • Cluster Info
    • Thread Dump
    • Thread Dump V2
    • Push Service Status (if IOS)
  4. Server details (Windows)
    • OS Version
    • Number of cores (CPU)
    • Memory
    • Page file settings
    • Interfaces settings (speed, ipv4, ipv6 (enabled)
    • Disk space

App Controller Server Support bundle

  • Audit logs with information for customers to get an overall picture of what is happening in the system
  • Debug file with information required for DEV during debugging

NetScaler Server Support bundle

  • NetScaler System information
  • NetScaler Gateway logs
  • NetScaler Gateway database information
  • NetScaler Gateway core information
  • NetScaler Trace files

Q: Can I collect support bundles for more than one server at a time?

A: Yes, you can collect support bundles for multiple servers of same type/different type at the same time.

Q: Will I download multiple support bundles in this case?

A: No, all support bundles are compressed into one single file.

Q: Where do the support bundles get downloaded?

A: Support bundles get downloaded into the default “downloads” folder set by the browser.

Q: Are the generated support bundles permanently stored on the App Controller server?

A: No. At any point, only the last generated support bundle is present on the App Controller Server. All support bundles are cleaned up periodically, during Logoff, session expiry, or reboot of App Controller.

Citrix Insight Services

Q: What is “Citrix Insight Services” server?

A: Citrix Insight Services (formerly known as TaaS) is an initiative from Citrix focused on making the support of Citrix environment as easy as possible. Citrix has developed tools and online analysis capabilities to help collect environment information, analyze that information and receive tailored recommendations based on Citrix environment and configuration.

Q: What are the credentials to be used for uploading Support Bundles to Citrix Insight Services?

A: You need to use your My Account credentials for uploading Support bundles to Citrix Insight Services.

Q: I do not have a “Citrix Insight Services” account. How do I upload the support bundle?

Q: I do not have a SR number from “Citrix Insight Services”. Can I still upload support bundles?

A: Yes, SR number is an optional parameter while uploading support bundles. However, if a case is already open with Citrix, and you have an SR number, the support bundles uploaded with SR number, would directly be linked with the case.

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