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Citrix XenApp 6.5, Shadow Error 7044 when shadowing certain users

Posted on 2012-04-13
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Last Modified: 2013-06-20
OVERVIEW
Have Citrix XenApp 6.5 Running on Server 2008 R2 SP1
Running in environment with domain controller (on separate server)

Users that cannot be shadowed are running Win7 Pro
Users that cannot be shadowed are running multiple monitors

Other users are running both Win7 Pro and XP Pro
Other users are running multiple monitors
Other users CAN be shadowed without error

PROBLEM STEPS
Log into Citrix Server
Open Citrix App Center
Go to the server > Find User
Right Click > Shadow - BOOM! There is the error :
"Shadow Failed. Error code 7044 - The request to control the session was denied"

OTHER INFO THAT MAY BE HELPFUL
In Active Directory the user is set to allow remote control, and interact without requiring permission.

The user is not "seeing" any pop up on their screen asking for permission to control their session.
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Question by:tech911
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tech911 earned 0 total points
ID: 37844373
Update:

We have narrowed the problem down to the fact that if the user or the admin have multiple monitors, you get the 7044 error or the 120 error if you are an admin with multiple monitors set to full screen (If you set it to percentage of monitor, you can shadow a user with a single monitor without incident).

Does anyone know if there is a Hotfix or patch for this.. again we are running XenApp 6.5 on Server 2008 R2 SP1
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Author Closing Comment

by:tech911
ID: 37910969
There is no known patch or update to fix this at this time.  There are other work arounds.
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Expert Comment

by:Healthcare_ITguy
ID: 39263738
"(If you set it to percentage of monitor, you can shadow a user with a single monitor without incident)."  
unfortunatly this didn't workout.  

what other work-arounds have you found tech911?
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Author Comment

by:tech911
ID: 39264091
None - Bottom line this is a Microsoft issue not a Citrix issue.  It is not "Fixable"
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