Citrix App Won't Launch

Hi All,

I really need some help with regards to a Citrix App. We recently launched a new app to a department, and although neraly everyone was able to get in - we had about 6 people for whom it wouldn't launch.

Basically what was happening was the initial app would launch (bit like the Windows control panel), but whenever they clicked on an icon within the Window, nothing would happen. Going into the PNAgent Connection Center, you can see the server you're connected to, but it only shows the window open that you have on your screen. When you select 'Logoff', you get a program not responding message. You can then see the requested App had launched, it was just not showing on the client machine (running in the background somewhere).

Various people have looked into this for months, but not been able to resolve the issue.

Initally, we found that deleting the user's local profile on the machine allowed them to run the app successfully - but 24 hours later the probelm would come back. Our final 'Quick Fix' was to swap their current desktop machine with that of another user. This, for some reason, fixed the problem. Now this has worked for everyone - bar 1. I've now been told that we should try deleteing their AD account and re-creating it, but it's going to cause so much mess; I want to try and avoid it.

I need to know if anyone knows anything I can try to get this App to launch. Like I say, it appears to be user related and not a server probelm as everyone else can seem to get into it. There's no permission problems as the client can use the app for the first 24 hours (if I was to delete their profile on the machine), but then nothing.. Is there something in the registry that affects a Citrix app? What could be causing the problems locally - It's just a normal XP SP2 machine with Office 2003.

You are my last and only hope!

Many Thanks,

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You couldn't tell us what the application is could you?

Also, what version of Citrix are you using?

Does this always affect the same users or is it different users?

Are there any errors on the Citrix servers - in the event log or for the application?
PeterHingAuthor Commented:
Spot_The_Cat - Thanks for yoru reply.

- The App is called AWD Alert - I've Googled it, but cannot find any results so may be unheard of?
- Citrix Version 9.150
- It affects random users - no one specific. But I only have 1 client who keeps getting the 24hr effect. Even swapping their machine with someone elses (as mentioned above) - doesn't fix it.
- Unfortunately, I don't have access to the servers as I'm only a desktop technician. The servers are hosted in the US, but our Citrix guys have also been looking into it, and have not mentioned anything problems with the server. Also becuase 98% of people are using it fine.
I can't find 'AWD Alert' anywhere either. Have you got a copy of it - if so can you look at the properties of it and find out who the manufacturer is?

What version of Citrix Server are you running XP, PS 3, PS 4, PS 4.5? The client (9.150) really doesn't figure here as the app is probably failing at the server end. Having said that, there is a new version of the client out. Though I doubt this has anything to do with it. If you're running PS 4 or better still 4.5 then you could install the app in an isolation environment. This may well resolve the multiple users issue.

There are probably two issues here. First is the random users - suggests aplication error.

Specific user every 24 hours - may be a caching problem or another app that they have running under their profile. Giving them a new profile may well resolve the issue.

Hope that helps.


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PeterHingAuthor Commented:

Out of curiosity - Do you know if Citrix uses the registry when launching apps? There is definately something within a user's Windows session thats causing the app to hide.

I know it already creates something in C:\Documents and Settings\%UserName%\Application Data\Citrix\PNAgent\ResourceCache - But don't know if the registry is used somewhere?

As far as I'm aware the only things it'll go to the registry for will be local resources like printers and drives. You may want to check that they're are all functioning correctly as this could cause some issues especially if the user has a wierd printer. You may find that the settings for the application are to wait until printers have been successfully mapped but it's failing for that user as their printer is weird. Simplest answer to that is to use universal print drivers.

Hope that helps.
Martin BeausoleilCommented:
I had a simillar problem and finally found that was the tool AdvanceSystem Care of Iobit to cleanup the computer that cause the problem... this tool remove few key in the registry.. check in the registry of the client if those key are there if not create a .reg and copy this inside and run it:

Windows Registry Editor Version 5.00
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\All Regions\Preferences
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Trusted Region\Lockdown
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Trusted Region\Preferences
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Unknown Region\Lockdown
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Unknown Region\Preferences
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Untrusted Region\Lockdown
HKEY_CURRENT_USER\Software\Citrix\ICA Client\Engine\Lockdown Profiles\Untrusted Region\Preferences

Maybe that can help other users too....
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