Users unable to reconnect to disconnected sessions

[Rick Culler]

XenDesktop 7.15 CU1 - Pooled random desktop group

Receiver 4.9 CU1

Windows 7 VMs

 

Running into an issue where some users will disconnect from their VM session either at the end of the day or when they go for lunch, and upon returning, sometimes they cannot reconnect back to their session. Desktop Director shows it as a Machine Failure, and upon looking at the details, it shows that the user's session state is still active. At this point only solution to get the user up and running is either have the user initiate a restart of their virtual desktop, or have the helpdesk log the user off, or send a restart command to that virtual machine.

 

I haven't been able to replicate it unfortunately, and I haven't been able to determine a pattern to when or to who it happens to. Only consistency I've seen is that the users are disconnecting, but the VM still thinks the session state is active.

 

Anyone seen anything similar or have any ideas?

[CarlStalhood]

Any GPUs?

 

Any PVS?

 

Have you opened a support case? I have a customer with a similar problem.

[Rick Culler]

Sorry, should have included that info to begin with.

 

yes, PVS 7.15 CU1 and NVIDIA Grid K1 cards using K120Q vgpu profile.

 

No, I have not opened a support case yet, as we do not have a support agreement in place, so I wanted to see if there was an easy answer first, before paying to open a ticket.

[Steven Miller1709158406]

We are having this problem as well.

 

XenDesktop 7.15 CU1 + HDX Connector 2.4 -  Static Persistent desktops

Receiver 4.9 CU1 + HDX RTME 2.4

Windows 10VMs

[Claudia pachon1709158800]

We are having this problem as well.

 

XenDesktop 7.15 CU1   Static Persistent desktops

Receiver 4.9 CU1 and previous versions 

Windows Server 2008 VMs

 

Case#75604703 but we don´t have any response of Citrix.

[Rick Culler]

I have a feeling this issue might be tied with Receiver 4.9 CU1. We recently went through upgrading all of our managed clients to 4.9 CU1 from a variety of other older versions. Since then, this is when we started to notice this trend, it just wasn't apparent, since we didn't upgrade them all at once, and we didn't suddenly see any real spikes in connection errors on Director.

[Thomas Luther]

Check out this article: https://support.citrix.com/article/CTX221206

 

We had to disable a VMware filter platform driver (vnetflt) to resolve the problem. The workaround made it better for the users but did not resolve it at all.

[Daniel Moeser1709159290]

are there any news to that? also having a customer with a similar issue 

[Rick Culler]

Still no update on my side. I looked at the event logs on some of the affected VMs, and there is no errors. However according to the VM logs, the VM is unaware of when the user actually disconnects from the session. It isn't until I intervene on an affected machine does it register the session as disconnected.

 

We have about 500 Windows 7 machines, and about 25 Windows 10. Have only seen it happen on Windows 7. Could be due to the fact of only having a limited number of Win10 machines.

 

Out of curiosity, we are using vGPUs for all of our VMs, is this happening to anyone NOT using vGPUs?

[Rick Mark1709157822]

I've also got a case open with Citrix on this issue; Windows 2008 R2 XenApp VDA 7.15100 LTSR. Users were disconnected and are unable to reconnect, just stuck at "Welcome" screen.

[Niels Hilberink1709155457]

Hi

 

Same issue here, we also opened a citrix case (#77096643) we can find the following events on our controllers:

The issue seems related to users using 4.9.1000 Citrix receiver in our case, session state stays connected

 

The Citrix Broker Service failed to broker a connection for user 'USERNAME' to resource 'VDI workspace'. The virtual machine 'DNSnameof.machine' rejected a request to prepare itself for a connection. This problem usually indicates that the virtual machine is engaged in an activity such as restarting, entering a suspended state, or processing a recent disconnection or logoff. 
 

[Niels Hilberink1709155457]

CU2 for 7.15 is just out

https://docs.citrix.com/en-us/xenapp-and-xendesktop/7-15-ltsr/whats-new/cumulative-update-2/fixed-issues.html

 

one  of the fixes for VDA:

 

Attempts to reconnect to a session might fail. [#LC9040]

 

Could this be what we are facing here?

 

 

 

[Damien Le Houerou]

Hi,

 

We have the same issue.

Did someone have found a fix ?

 

Thanks.

[Rick Culler]

Since we deployed 7.15 CU2 VDA onto our image, it seems to have fixed this issue.

[Niels Hilberink1709155457]

6 minutes ago, Rick Culler said:

Since we deployed 7.15 CU2 VDA onto our image, it seems to have fixed this issue.

Same here no issue after CU2 VDA

[Steven Miller1709158406]

Does VDA 7.15 CU2 include the limited patch discussed in CTX232805?

If so my life just got easier.

[Rick Culler]

6 minutes ago, Steven Miller1709158406 said:

Does VDA 7.15 CU2 include the limited patch discussed in CTX232805?

If so my life just got easier.

 

Appears it does. That is listed under fix LC9215, which is included in Cumulative Update 2

[Shamim Baksh]

Hey i had the same issue with shared desktop and it got resolved after disabling the legacy graphic mode .

 

But , right now its an issue with just one server , could not reconnect to the session after disconnecting . Cannot disconnect or log off the session from the Task Manager too .

[Dmitry Konyashin]

Same issue, the problem was not solved after VDA CU3 update.

Did someone have found a fix?

[Brian Welchel]

I'm seeing this issue in Windows 10 on both 7.15 CU2 and CU3. Oddly, I'm only seeing this in one of our farms, and not the other, which makes me think there may be a server-side configuration difference.  I'm checking to see what I can find.Seeing this issue in Windows 10 on both 7.15 CU2 and CU3. Oddly, I'm only seeing this in one of our farms, and not the other, which makes me think there may be a server-side configuration difference.  I'm checking to see what I can find.

 

EDIT:  I noticed that the session in question is not showing the username connected to the session in Studio, so I think it may be related to that issue.

 

https://discussions.citrix.com/topic/347292-sessions-connected-and-in-use-with-no-current-user

[Brian Welchel]

Reinstalling the 7.15 CU3 VDA resolved the issue for me on the machine in question.  The only thing I did differently this time was installing Windows Media Player because I was getting the message the Windows Media Foundation was not installed.  I had to install it via the older Programs and Features applet in Control Panel.  I'm not sure that this was related to the issue I was having.  It's possible that uninstalling and reinstalling the VDA was the fix, but this was a variable.  After the reinstall, Studio was showing my username as the connected user instead of the "-", and after that reconnections worked.

 

https://discussions.citrix.com/topic/396845-microsoft-media-foundation-is-not-installed-on-this-machine/

[Dmitry Konyashin]

In my case, the issue was resolved by storefront multiclick timeout change, from 3 to 20 seconds and HKLM\Software\Citrix\portICA\CleanupSessionListenersCancelDelay value 5000 on VDA side.

[Ricky Liu]

Upgrading to CU4 resolved the issue for me.

[Mohamed Ahmed1709161403]

the issue appeared again for me after upgrading to CU 5 any one facing the same issue again?

[Pramod KR]

Hello , 

do we have answer for the above query , 

On xendestop 7.15 , users are disconnecting their session while going breaks and expectation is while the come back and try to launch they should get same desktop session but this is not happening , they been routing to next available VDI , 

Any quick solutions please  

environment 

netscaler 12.1 build 57. 3 

xendestop 7.15 

 

[ananda rooban jayaprakash]

Everyday I get users complaining to reset their session, as it gets hungs. Studio I see as active session, after killing the sessions..it works.
But 15 users ping me to kill the sessions and all are using 4.9LTSR receiver..do they need to update it?