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Citrix Access Gateway 4.6.4 bld 08.00 not releasing licenses

Posted on 2013-06-24
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Last Modified: 2014-01-16
When users are exiting sessions originally connected and authenticated via the Citrix Access Gateway (4.6.3 build 08.00), available licenses does not reduce when users logoff. Licenses are eventually consumed to the point where no new users can connect even though tunnels are significantly less than used licenses.
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Question by:haroldcw73
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 39273052
how do you know that the licenses don't get released?

Are these Universal Licenses?

Are there any events on the Access Gateway related to this issue?
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Author Comment

by:haroldcw73
ID: 39273138
We watch tunnels and license usage decrease but not equally. Right now, allocated licenses is 66, tunnels are at 30, but license usage is at 54. As users logoff, we see tunnels decrease, but at a late hour, we still see 5 tunnels, but about 35 licenses still in use. At this time, we are looking for a better way to release these licenses than a reboot.
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 39274035
Just to understand things better; when the user logs off, the tunnel is dropped but you are saying the release of the license gets delayed - is this correct? But, does it eventually release the license? After how long.

Meanwhile can you check when the user's tunnel gets dropped whether his account takes time to logoff XenApp? Does it have to do anything with session lingering (this is if you are at XenApp 6.5)?
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Author Comment

by:haroldcw73
ID: 39274685
Xenapp 6.5 session is gone, tunnel is gone, and tunnel count drops. license count does not decrease, and license remains consumed.
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 39277656
OK, when you say XenApp 6.5 session is gone do you mean it is disappearing from the user's display or you have personally checked that as an admin on the server itself??

Please note that session lingering (if enabled) will keep the session available on the server even if it appears that the user's session has ended. This feature allows for speedy next logons. It might be the reason for the license being consumed. If this is the case, then I believe that you need to disable the feature.
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Author Comment

by:haroldcw73
ID: 39279213
please don't read anything beyond what I have already stated .. don't change the scenario or the explanation ..

there is no Citrix session remaining (i.e. not on the app server, not in the DSC ... it is gone, ended, done) .. the original tunnel is GONE .. the license used by that tunnel is still in use (i.e. the license count never decreases after the Citrix session goes away, after the tunnel closes) ..

These are licenses directly stored on the CAG (not from the license server) .. they are not Universal licenses. The user is authenticating at the CAG. The CAG has a valid authentication id.
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 39279695
I don't quite understand what made you frustrated! Not all people are at the same level and it is my obligation as an expert, since I don't know who you are and what level you are at, to ask every question that will lead me to the right diagnosis.

As for CAG, for your information, the licenses stored and leased for the users are either the Platform or Universal licenses or both (I never mentioned license server).

Things are not really clear here for troubleshooting. I will refer you to this article that might be useful to compare how things are setup on your CAG, otherwise I will suggest you to contact Citrix support and provide them traces and logs which will help identify your issue:

http://blogs.citrix.com/2012/11/16/access-gateway-licensing-demystified/
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Author Comment

by:haroldcw73
ID: 39279733
This is an old and unsupported CAG (the old appliance), therefore calling Citrix is not an option.

I was frustrated for two reasons. First was that the prior statements were clear. Citrix session ends (DSC, Citrix app server, tunnel) .. license usage does NOT end (decrease). I am not sure how I could be much clearer.

Secondly, I am a Citrix Engineer in a support role that is attempting to service a company that does not want to purchase licenses for an old, unsupported CAG (yet, they want us to fix it). the hope was that we could find a fast resource to shed some light on this (to provide something to look at, or (better) to straight-away tell us how to release licenses that are hung on the CAG, i.e. from CLI possibly).
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 39279800
Being a Citrix engineer is not really conveyed within your nickname; apart from the various people I have faced who do not know the difference between disconnecting and ending a session. Therefore it was inevitable for me to ensure it was not the former case and that it was really what you have described.

Maybe you can raise a request for attention to attract other experts for help. I would suggest you to dump some logs of the CAG.
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Accepted Solution

by:
PancreditTech12 earned 1500 total points
ID: 39439894
your not alone I have version 4.6.3 - and a similar setup to you  and this occurs a lot -  a quick way to fix without a reboot is the hit the submit button on the license window this releases the old licenses (after about 30 secs)

Paul
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