Supported Databases for Virtual Apps and Desktops (XenApp & XenDesktop) AND Provisioning (Provisioning Services)

Citrix is committed to ensuring that our products function with the latest Microsoft SQL databases. Citrix supplies reasonable efforts to ensure compatibility with upcoming database releases. New versions of supported databases released after our products have been released, must work. However, Citrix recommends creating a test environment to ensure there are no unforeseen issues related to changes made to the new version or update of the third-party product. Individuals wishing to use the new release with current Citrix products must perform their own testing before using the platform. Citrix does not support any BETA versions of third-party products.


  • This document will be updated periodically as new information becomes available.
  • The Cumulative Updates for SQL versions are not called out explicitly. They are an extension of the product and supported.

What has changed from the last release of the matrix

  • Updated support for Virtual Apps and Desktops 7 1912 LTSR
Supported Databases Virtual Apps and Desktops (XenApp/XenDesktop) 7.15 LTSR / 1909 / 1912 LTSR XenApp/XenDesktop 7.6 LTSR Provisioning Services 7.15 LTSR / 1909 / 1912 LTSR Provisioning Services 7.6 LTSR XenApp 6.5 HRP07
SQL 2017
x64 Yes Yes Yes (1) Yes (1) Yes
Express Yes Yes Yes (1) Yes (1) Yes
SQL 2016 SP1, SP2
x64 Yes Yes Yes (1) Yes (1) Yes
Express Yes Yes Yes (1) Yes (1) Yes
SQL 2014 SP1, SP2, SP3
x86 Yes Yes Yes (1) Yes (1) Yes
x64 Yes Yes Yes (1) Yes (1) Yes
Express Yes Yes Yes Yes Yes
SQL 2012 SP1, SP2, SP3, SP4
x86 Yes Yes Yes (1) Yes (1) Yes
x64 Yes Yes Yes (1) Yes (1) Yes
Express Yes Yes Yes Yes Yes
SQL 2012
x86 Yes Yes Yes (1) Yes (1) Yes
x64 Yes Yes Yes (1) Yes (1) Yes
Express Yes (2) Yes (2) Yes Yes Yes
SQL 2008 R2 SP2, SP3
x86 Yes Yes Yes Yes Yes
x64 Yes Yes Yes Yes Yes
Express Yes Yes Yes Yes Yes

  1. PVS 7.7 onwards Always ON is supported. PVS 7.11 introduced Multi-subnet Failover
  2. Known issue using SQL 2012 and above with XenDesktop, Refer to article ‘CTX132438 – Unable to Create New XenDesktop Site Using SQL 2012 Server’


  • The x86 and x64 versions of SQL (version 2012 and later) have been validated with Always On, Clustered, Standalone and Mirrored modes.
  • The Express edition has been validated only as Standalone.


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Citrix VDI Desktop Viewer 'No Device' for USB

When using Citrix XenDesktop 7.5 for VDI and Windows7 physical machine and connect to VDI Win7 PC the user attempts to use the Desktop Viewer bar and select ‘Devices’. This says ‘No Devices’ and it doesn’t see any USB devices.

A thin client which the same Citrix Policies apply to and this works with USB, users can’t currently find what they are missing from their settings. The device being used is Kingston Data Traveler 2.0.


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How to Configure “TreatAsApp” in XenDesktop 7.8 and 7.15

Because of the change in architecture, in Xendesktop delivery groups we have to make changes in the Desktop tab and in 7.6 we need to make changes in User Settings.

If Keywords:TreatAsApp is not used:

Then also we can achieve same thing using command line


use commandline on the StoreFront ​

1. asnp Citrix*

2. & “C:Program FilesCitrixReceiver StoreFrontScriptsImportModules.ps1”

3. Set-EnhancedEnumerationOptions -siteId 1 -storeVirtualPath /Citrix/Store -treatDesktopsAsApps $true


1. Creation of Delivery Group:

created a delivery group here:

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Edited Desktop:

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Browsed Site:

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If we set “TreatAsApp” in keyword, it will get our desktop in Apps tab. However to removed “Desktop” field we need to make changes in storefront:

Now, to set from Storefront 3.5

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In StoreFront 3.5 this is added in GUI, however earlier we used to do same by editing the config file:

This is configurable via web.config under the Receiver for Web site, normallyC:inetpubwwwrootCitrixStoreWeb. Open this file in your favorite text editor and locate the following segment:

<uiViews showDesktopsView=”true” showAppsView=”true”

defaultView=”desktops” />

Change the value of defaultView to be apps:

<uiViews showDesktopsView=”true” showAppsView=”true”

defaultView=”apps” />

Difference between XD 7.8 and XD 7.6:

XenDesktop 7.8:

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User Settings: is only for Administrator:

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XenDesktop 7.6:

In Server OS delivery Group:

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In Desktop OS delivery group:

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So because of this change in architecture, in XenDesktop delivery groups we have to make changes in the Desktop tab in 7.8 and in 7.6 we need to make changes in User Settings.

If Keyword:TreatAsApp is not used: Then also we can achieve same thing


use commandline on the storefront

1. asnp Citrix*

2. & “C:Program FilesCitrixReceiver StoreFrontScriptsImportModules.ps1”

3. Set-EnhancedEnumerationOptions -siteId 1 -storeVirtualPath /Citrix/Store

-treatDesktopsAsApps $true


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SDX went into hung state with the error message “rejecting I/O to offline device”



Single Bundle Image (SBI) upgrade to 12.1-53.12 will upgrade the Platform and will move the LSI Firmware to the latest 23.34.0-0019. This latest LSI Firmware version ( 23.34.0-0019) has a fix for the SDX hung issue. Thus, install 12.1 build 53.12 using Single Bundle Upgrade Image again and ensure if the LSI Firmware version has upgraded to 23.34.0-0019.

After the Single Bundle upgrade, you can verify the LSI firmware either from the XenServer console using the below command or by collecting the support bundle of XenServer of SDX appliance.

/opt/MegaRAID/MegaCli/MegaCli -AdpAllinfo -aAll


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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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How to Reboot/Start/Stop and Perform Other Tasks on NetScaler SDX Instance Using CLI

1. First we need to get the XenServer IP address in order to SSH into it. Go to the shell of the SVM and run networkconfig:

bash-2.05b# networkconfig


NetScaler SDX initial network configuration.

This menu allows you to set and modify the initial IPv4 network addresses.

The current value is displayed in brackets ([]).

Selecting the listed number allows the address to be changed.


1. Management Service Host Name [nssdx-mgmt]:

2. Management Service IPv4 address []:

3. XenServer IPv4 address []:

4. Netmask []:

5. Gateway IPv4 address []:

6. Default Interface [0/1]:

7. DNS IPv4 Address []:

8. Cancel and quit.

9. Save and quit.

On the GUI of the SDX, go to System > Network Configuration for the XenServer IP.

User-added imageUser-added image

2. After we get the XenServer IP, we SSH to it from the SVM shell by:

bash-2.05b# ssh

3. Once logged into the XenServer we need to get the uuid for the instance we want to perform the tasks on.

[root@netscaler-sdx ~]# xe vm-list

uuid ( RO) : 0a440743-8e5f-0cfa-b951-31ec5e295488

name-label ( RW): vijayn-11.0

power-state ( RO): running

4. With the uuid of the VM we could perform the following tasks:

[root@netscaler-sdx ~]# xe vm-



vm-destroy ===== Destroy instance



vm-shutdown ===== Shutdown instance

















vm-pause ===== Pause instance

vm-start ===== Start instance





vm-reboot ===== Reboot instance

vm-suspend ===== Suspend instance











vm-reset-powerstate ===== Reset Power State of instance (need to be used with –force)

vm-unpause ===== Unpause instance





vm-resume ===== Resume instance from suspend state




vm-list ===== List instance IDs




The commands need to be configured by: xe command VM=<UUID>


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Error: “No device license is currently available for this computer”

When configuring XenDesktop or provisioned XenApp, the following error message appears:

“No device license is currently available for this computer. A system shutdown will be initiated in 96 hours. To avoid loss of data, save your work now and close all the applications.”

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Provisioning Services virtual Disk (vDisk) status reports no license information, as displayed in the following screen shot:

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Error: “The licenses required by this edition of Citrix XenApp are not present on the license server”

Users are unable to access the applications, and the error “An error occurred while making the requested connection” is provided.

The event viewer displays the following error, which indicates a licensing issue:

Source: MetaFrame

EventID: 9014

Description: The licenses required by this edition of Citrix Presentation Server are not present on the license server LicenseServerName.

XenApp 6.5 introduces a new feature to server role called License Model, which is found in the XenApp Server Role Manager console under license configuration. You can choose from the following three types of models:

  • XenApp

  • XenDesktop concurrent system

  • XenDesktop user/device

Note: The setting to modify the License model is also possible by modifying the policies.


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