Clients on older version stopped updating after SEPM was upgraded

I need a solution

Can anyone confirm that clients running an older version of SEP 14 should still recieve virus definition updates from the SEPM automatically after an upgrade to SEPM?  Usally I like to perform a staged migration from the older client to the newer client after an update.  After the most recent update clients running 1 version behind have stopped recieving virus definition updates from the SEPM, however they have stayed in contact with the server.  I did upgrade one client to prove my theory, once it was upgraded it started reciving virus definition updates.  Additionally if I run LiveUpdate striaght from the server the virus definitions update on an old client.  Aditionally if I change the LiveUpdate settings policy to only use the default Symantec LiveUpdate server, ie go out to the internet, the clients will recieve the definition updates.



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Desktop Studio Error: “Can't Get License Info”

The license server can be registered with XenDesktop either when XenDesktop is configured, or through the Change license server action on the Licensing node in Desktop Studio.

When the administrator specifies the address of the license server, Desktop Studio attempts to discover the License Configuration Service to allow more reading of license usage.

The error “Can’t get license info” appears if Desktop Studio cannot detect the License Configuration Service. The error does not signify that XenDesktop is not functioning as expected or that the users cannot connect to their desktops and applications.

For administrator authentication issues, only full administrators can connect to the License Configuration Service. Local administrators of the license server machine are implicitly full administrators of the License Configuration Service installed on that machine. Other full administrators can add the new administrators to the License Configuration service.

Some administrators setup on the License Configuration service might still experience problems when connecting to the service. This is generally because of the domain setup issues. The License Configuration Service uses Active Directory (AD) authentication to approve which users are allowed to retrieve license information. For this authentication process to work, either the license server must be in the same domain as the XenDesktop site, or there must be a two-way trust between both domains. Refer to Microsoft documentation for details on configuring trust relationships.


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ShareFile : offline file update doesn't work

This is the expected behavior when phone is in Online Mode:

When the phone is in Online, connected to internet:

1. Make the file available offline

2. Edit and save. The delta <difference> is cached/saved locally on phone < not updated at ShareFile server until the upload queue is completed>

3. When you try to open it again, the it tries to get the version from ShareFile server <which is not updated yet with delta, until the upload queue is completed> and not a local copy. This is because the phone is online on network/connect to internet.

4. Once the upload is completed in queue <which takes some seconds>, you have latest version of the file.

When phone is offline mode < airplane mode >

1. Make it available offline

2. Edit and save. The delta <difference> is cached/saved locally < not updated at ShareFile server as the phone is in offline mode>

3. When you try to open it again, the it tries to get the version from local cache <which is updated with delta> a local copy.

4. You have latest version of the file in offline mode.


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Director Error- “Cannot retrieve data” while Retreving User Connections on the Director

Note : Before following the steps, make sure you have a backup of the database.

1) Remove the line with ‘00000000-0000-0000-0000-000000000000’ value in the table MonitorData.DesktopGroup on the database. This line is the first one.

To do so :

>>Go into the DBTablesMonitorData.DesktopGroup, right click, edit top 200 rows.

>>Try selecting the row on the left so everything is highlighted. Right click on it and delete row

2) Restart monitor service on both controller

3) Log in back to Director

Related Links :


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Getting Error “internal service Error” when accessing the gateway externally

If we get this error first thing to check is if we are able to resolve Storefront FQDN or base URL from netscaler.

If not make an A record in Netscaler DNS.

Or else give the IP of Storefront in session profile like:

*Where is our SF IP and SF is our store name.

Also make sure that the SSO domain that we add in session profile is same as the Userdomain.

To check this run “set” command on storefront command line and check the Userdomain field.

If we still get errors like “cannot complete your request”, check the LDAP profile.

It may have an entry in SSO name attribute field like “cn.”

Remove it.

We need SSO name attribute in only multiple domain environment, and that should be set as “userPrincipalName ” in that case.


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How to Contact Support – Hardware Customers

Before creating a Support Case

Citrix Technical Support aims at solving every reported incident in the shortest possible timeframe. To do so, we require the appropriate information. Please make sure to follow the steps below before contacting support. If the information provided is incomplete, the resolution of your support case might be delayed.

Consult the Citrix Self Help Resources

We recommend that you take full advantage of all of the Citrix Self Help Resources and our Best Practices before creating a support case. These resources and best practices can help you quickly find the answers you need or help expedite your issue.

  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • eDocs: A library of product documentation for Citrix solutions and technologies.
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.
  • Analysis Tools: A simple, online troubleshooting platform and health-checker for your Citrix environment. Available for XenDesktop, XenServer, XenApp and NetScaler.
  • Secrets of the Support Ninjas eBook: Support tips on XenApp, XenDesktop, XenServer and NetScaler.
  • Communities: User groups and interest groups where you can share ideas, opinions, technical information and best practices.
  • Citrix Education: Training and certification courses to build your skills.
  • Project Accelerator: A free, interactive XenDesktop assessment, design and deployment tool from the experts.
  • Blogs: Straight talk from Citrix executives, product teams and technical experts.
  • Citrix Support on Facebook | Citrix Support on Twitter: Interact with Citrix Support engineers who monitor the Citrix Support social networking sites.

Gather All Necessary Information

Best Practices to help expedite your support case.

Hardware Support Checklist

  • Appliance Serial Number (requires valid appliance maintenance)
    • Firmware version
    • Release
    • Build
    • Classic or Ncore version
  • Recent changes in the network/environment
  • Description of issue and issue behavior
  • Steps to reproduce issue
  • Troubleshooting diagnostic steps taken
  • Explanation of your network layout or network topology diagram (if possible include IP information)
  • A network trace if networking issue.
  • For NetScaler & AGEE issues, please have the support file ready: System Diagnostic > Technical Support Tools > Generate Support File > Run > Download the file support.tgz
  • Business impact
  • Support case severity – when reporting a support case, please indicate the severity to us. Should we have to change the severity level we will reach agreement with you before doing so. Please familiarize yourself with the severity description so that you understand the associated response times and expectations.

Remote Support Checklist

If remote access is requested for Software or Hardware support, you will need:

  • An account with administrative rights
  • Internet access to utilize Citrix GoToAssist
  • VPN information

Creating a Support Case

Appliance Maintenance Customers are required to present a valid Serial Number covered with appliance maintenance services when opening a support case. The Serial Number determines your support entitlement.

Follow the directions below to assist you with creating a support case by phone or web.

  • Phone – this method is used for high severity cases.
  • Web – this method is best used for medium and low severity issues.

Creating a Support Case by Phone

When calling support, you’ll need your Serial Number (if you have a hardware issue).

Phone: To log a high severity case, you must contact Citrix Support via the phone. North America toll free:1 800 424 8749 or Find Citrix support worldwide to display a complete list of Citrix Technical Support contact numbers. Utilize the phone option by following the steps below:
  • Call your toll free phone number or the Citrix phone number for your regional support center
  • Select a language (if applicable)
  • Select Technical Support
  • Select the option for “Hardware Serial Number” or “Existing Support Case”
  • Follow the instructions

Creating a Case by Web

Logging into My Support

Once logged into My Support, you can View and Update existing Support Cases, Create a New Case and view your Technical Support Entitlements.

  1. To access My Support, go to ‘’. On the main page, click (Sign In) on the top right of the page.
  2. Type in your My Account Sign In ID and Password to access your account.
Note: If you do not have a My Account Sign In ID, you may create a new one by clicking ‘ Create Citrix Account’.
  1. On your My Account Welcome page, you will see important messages displayed, as well as, links to various functions that you can perform

    Note: Refer to the My Account FAQ for additional information.

Viewing Cases

  1. To log a new Technical Support Case or view open Cases associated with your account, click Create/View Support Cases located under Support, Maintenance and Renewals.
  2. Click My Support. My Support enables you to open a Case, View cases, View entitlements, and more…
  3. In My Support, click the Existing Cases tab located at the top left of the page.
  4. Use the drop-down to filter which Cases are visible. You have the option of viewing all Cases associated with your account by status or filtering the view based on the contact that opened the case. Note: Use the Search box on the left to search for a specific Case.

Creating a Case

  1. To create a new Case, click Create Case. Note: It is also possible to create a case from an Entitlement.
  2. Specify the type of issue you are having by selecting “I have a Technical Issue” or “I have a Non-technical Issue”.
    • Note: Contact Technical Support for technical issues involving a Citrix product. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue.
  3. Fill in the “Enter a brief description of your issue” field. Based on the brief description of your issue, relevant articles will be suggested that might help resolve your problem.
  4. If an article is helpful in resolving your issue and you no longer wish to log a Case, click Yes, this resolved my problem. If you are unsure or would like to view more articles, select No, show me more articles.
  5. If the article was not helpful and you want to log a new Case, select No, I need to create a Case. A page will be displayed where you can specify which product you would like to log a Case for by inputting the product serial number/license number. Or select the radio button next to the Entitlement.
Note: You will be able to log a Case for all products you have an active Technical Support Entitlement for. If you believe that you are entitled to receive support and your product is not listed or you are having trouble logging your case, you may contact Customer Service or Technical Support using the links provided. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue. Contact Technical Support for technical issues involving a Citrix product.
  1. After entering the serial number/license number or selecting the entitlement, click Proceed to continue with creating the Case.
  2. Fill out the New Case page, providing as much information as possible about your request.

Note: Some fields such as Subject, Product Line will be prepopulated based on your previous selections. All required fields will be marked by a red bar next to the field name.

  1. If the Entitlement field is not pre-populated, you can use the lookup button to select the active Entitlement from which the Case will be created. Note: If you have an expired Entitlement or an Entitlement that is not listed, contact Customer Service.
  2. After all the information is complete, click Save.
  3. Citrix will contact you as soon as your case is assigned to a support professional.

Note: You will receive an automated email notification once your case has been created.

Viewing a Technical Support Entitlement

  1. To view all Technical Support Entitlements associated with your account, click the Entitlements/Product Authorizations tab.
  2. The Entitlements page displays all the Technical Support Entitlements associated with your account. Use the Next Page link to filter the Entitlements view. To learn more about all available Technical Support programs, visit the Support and Maintenance Programs web page.


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Check .NET Framework Version

Some ShareFile applications may require the latest version of the Microsoft .NET Framework to function properly. As ShareFile products continue to evolve and improve, .NET version requirements are subject to change.

For best performance, ShareFile always recommends using the latest version of the .NET Framework.

User-added image


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