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pulished applications and icons disappearing from desktop

Posted on 2014-03-29
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Last Modified: 2014-11-23
Im running xenapp 6.5R03 on 2008 r2 server and citrix web interface 5.4.2.59 also on a 2008 r2 server. I updated the web interface with the none java update found here http://support.citrix.com/product/wi/v5.4/hotfix/general/public/
in a attempt to fix another issue we are having but now users are losing there published application shortcuts a couple times a day. For users running from a thin client they loose all there desktop icons (we use redirect for desktop folder) even none published apps and for users running a PC with receiver installed they just loose there published app icons. To get the icons back the users have to open up receiver/advanced/online plugin settings and click refresh then they can get there icons back. I would just uninstall the update that caused this (and didnt fix what I was attempting to fix) but it appears to have just added on to the main install for the app so it doesnt list as a seperate install on the server.. Any ideas on what I can do to fix this?
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Question by:bankadmin
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Expert Comment

by:Coralon
ID: 39964991
The easiest way is to bring up a parallel server, rebuild your WI, test it out, and then use DNS to create a new alias for the same name pointed at the new server.  That will give you a seamless transition to a correctly working WI.  Worst case, you can rebuild your original server and use the same process to transition back.

If you can afford the outage window, you can uninstall WI, clean out the registry and reinstall it, but there is no guarantee it is going to fix your issue.

Now -- if you can't do these, then you have to try and repair your existing issue.  I'd check the event logs on the WI box, and on the clients.  

If the dropped icons are on a regular schedule, it could be the app pool on the IIS server.  In that case I'd look at the settings for the recycling of that pool. Another option would be to create a new app pool, and then change the WI site to use the new pool.  

What version of the client are you using?

Coralon
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Author Comment

by:bankadmin
ID: 39965016
The client we are using is 3.4.0.29577.. I would really prefer not to rebuild this and to be honest a vendor built it out for us and I dont have the expertise to do it off hand not that I cant learn it but I have alot on my plate right now. Where would I check the IIS settings? I havent written down the times when it happens but it seems to be in the afternoons somewhat consistantly. I have checked the event logs and there is nothing in there that is erroring out when this happens
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by:Coralon
ID: 39965094
Ok, if it is that consistent, it definitely points to the app pool as a likely suspect.  By default, the app pool in IIS 7.5 recycles every 24 hours.  

In your IIS management console, go under the app pools, locate the WI app pool, right click and check the properties of it.  http://technet.microsoft.com/en-us/library/cc731755(v=ws.10).aspx You should be able to right click and create a new app pool.  Then go to your WI site, go to it's properties, and select your new app pool for it to run under.  At that point, you should be ready to test it out.

Coralon
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Author Comment

by:bankadmin
ID: 39965274
When I go into the WI app pool and rt click on it I dont get a properties option. When I go to the WE web site I dont get a properties option I get a basic and advanced setting for both.

Another thing worth mentioning is it does this more than once a day so if its set to 24 hour it should only happen once a day but I get calls from the same users multiple times a day. Sorry I should have mentioned that to begin with.
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Author Comment

by:bankadmin
ID: 39965276
I am running IIS 7.5.7600.16385
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Expert Comment

by:Coralon
ID: 39965349
Ok, that helps.  Then it is much less likely the app pool.  I'm having to do this off the top of my head, so it is definitely a little tough.. I've had my WI running solidly for a long time, so all my effort has been on StoreFront.

Now, to be sure we are taking the right approach -- is it affecting all the users at the same time, or is it only some users that are consistently having the problem?  What I'm looking at doing is trying to identify if this is really a WI page issue, or a client side issue.  If it's the same issues with the same users consistently, and the other users are *not* having trouble, then it is more likely a client side issue, even though it is semi-tied to the patches  on the WI server.  Ultimately, if all of the users are affected, then it really is the server.  If it is only a partial group, then it is virtually not possible for the server to be the issue.  

Were you able to find any correlated error messages in the event logs on the server & client?

Coralon
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Author Comment

by:bankadmin
ID: 39965353
No error messages..  I know it happened to everyone at least one time and I did have error messages from that but other times it only seems to happen to some users not all users. I have checked what server (we have 5 in the farm) and it seems to happen across all servers.
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Expert Comment

by:Coralon
ID: 39965417
Ok, then the fact that it is not consistent means that the server is not the full cause of the problem.  It's not that it can't be a contributing factor, but it is not the only issue.  If it were the only issue, it would affect all of the users the same way.  

But, the lack of error messages is troubling.  That usually means you'll have to turn on the detailed logging and start digging in a lot further.  You would definitely be well served building a new one in parallel and slipping it in through DNS -- it will go much more quickly than trying to track down that type of problem.  

The only other thing I can think of would be a problem with the XML service that the WI server is talking to.  Since you had a consultant do this for you, I'll go through the basics (skip it if you already know it).

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The WI server talks to 1 or more of the XA servers running the XML service.  This is where you need to check your WI server's configuration.  By default, the XML service runs on port 80 of the XA server.  (It frequently gets moved to a different port, especially if it is running IIS on that same box).  However, if the XML service goes down or becomes  unavailable, it will cause WI to lose it's information and then the clients will lose track of their published apps & drop the shortcuts).  
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If your WI is only talking to 1 XML server, I'd strongly recommend you add a secondary backup XML server.  However, this also makes it easier to track if this is a problem. You'll want to check the eventlogs on that XML server (basically on all of the XML servers identified in your WI config).   If there is a problem, you can try fixing it -- on that XML server, you will register your XML server on another port, and then move it back.
ctxxmlss /r8081
ctxxmlss /r80

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The first one registers it to port 8081, and the second one puts it back on 80.  (80 being the default).  

If your WI is talking to multiple XML servers, then try stopping the XTE service on the primary one (set it to disabled) and force your WI to only talk to the secondary.. or just take the primary out of the configuration altogether, and see if your problem continues.

Coralon
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Expert Comment

by:annapurna37
ID: 39977177
Did you check the time synchronicity between Web interface and  Xenapp servers?
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Author Comment

by:bankadmin
ID: 40004299
Thanks for the imput Im not sure what Im going to do. Lately its been working pretty good so I may just let it ride for a while and see how it goes.
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Accepted Solution

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bankadmin earned 0 total points
ID: 40136852
It hasnt happened for a couple of weeks and when it stopped I had done one thing. our servers run in a citrix environment and we use veeam backup for replications. there were several snapshots that didnt get removed and were running on the production server that houses our re-directs for citrix profiles I removed them and it hasnt happened since. I hope that was the fix, time will tell
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Author Closing Comment

by:bankadmin
ID: 40460446
Removing the snapshots from our VM's cleared up the issue
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