Continued problems with black screen at session start with Windows 10

[Kevin Miller]

Hello all. Looking for some advice. 

 

We have a problem when a user launches a XenDesktop (7.17) and Windows 10 (1607) session the Windows shell does not load and presents a black screen. You can interact with Explorer via the task manager. There doesn't appear to be anything in the UPM or Windows logs that indicate an issue.

 

Adding AppData\Local\Microsoft\Windows\Caches to the UPM Directories to synchronize policy does not solve the problem. (https://docs.citrix.com/en-us/xenapp-and-xendesktop/current-release/whats-new/fixed-issues.html) #LC9215

 

I would appreciate any help you may have. So far Citrix support doesn't have an answer.

 

Below are the exclusions/synchronizations I have set.

 

Directories to syncronize:

 AppData\Local\Microsoft\Windows\Caches

 

Exclusion files:

*thumb*.db, *icon*.db

 

Exclusion Directories:

$Recycle.Bin
OneDrive
Dropbox
ShareFile
AppData\Local\Assembly\dl3
AppData\Local\ATT Connect
AppData\Local\Comms
AppData\Local\Downloaded Installations
AppData\Local\Dropbox
AppData\Local\Google\Chrome\User Data\Default\Cache
AppData\Local\Microsoft\CLR-v4.0_32
AppData\Local\Microsoft\GameDVR
AppData\Local\Microsoft\Group Policy
AppData\Local\Microsoft\Internet Explorer\Recovery
AppData\Local\Microsoft\Internet Explorer\DOMStore
AppData\Local\Microsoft\Media Player
AppData\Local\Microsoft\Messenger
AppData\Local\Microsoft\OneDrive
AppData\Local\Microsoft\OneNote
AppData\Local\Microsoft\Office\15.0\OfficeFileCache
AppData\Local\Microsoft\PlayReady
AppData\Local\Microsoft\Terminal Server Client
AppData\Local\Microsoft\Windows Mail
AppData\Local\Microsoft\Windows\Burn
AppData\Local\Microsoft\Windows Live
AppData\Local\Microsoft\Windows Live Contacts
AppData\Local\Microsoft\Windows\Temporary Internet Files
AppData\Local\Microsoft\Windows\Themes
AppData\Local\Microsoft\Windows\INetCache
AppData\Local\Microsoft\Windows\WER
AppData\Local\Microsoft\Windows\WebCache.old
AppData\Local\Microsoft\Windows\PriCache
AppData\Local\Microsoft\Windows\Application Shortcuts
AppData\Local\Microsoft\Windows\1033
AppData\Local\Microsoft\Windows\Explorer
AppData\Local\Microsoft\Windows\GameExplorer
AppData\Local\Microsoft\Windows\Notifications
AppData\Local\Microsoft\Windows\Ringtones
AppData\Local\Microsoft\Windows\RoamingTiles
AppData\Local\Packages
AppData\Local\Skype
AppData\Local\Sun
AppData\Local\Temp
AppData\LocalLow
AppData\Roaming\Citrix\PNAgent\AppCache
AppData\Roaming\Citrix\PNAgent\Icon Cache
AppData\Roaming\Citrix\PNAgent\ResourceCache
AppData\Roaming\com.adobe.formscentral.FormsCentralForAcrobat
AppData\Roaming\Dropbox
AppData\Roaming\ICAClient\Cache
AppData\Roaming\Macromedia\Flash Player\macromedia.com\support\flashplayer\sys
AppData\Roaming\Macromedia\Flash Player\#SharedObjects
AppData\Roaming\Microsoft\Excel
AppData\Roaming\Microsoft\Internet Explorer\UserData
AppData\Roaming\Sharefile\Outlook
AppData\Roaming\Microsoft\Powerpoint
AppData\Roaming\Microsoft\Templates\LiveContent
AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Dropbox
AppData\Roaming\Microsoft\Word
AppData\Roaming\Sun\Java\Deployment\cache
AppData\Roaming\Sun\Java\Deployment\log
AppData\Roaming\Sun\Java\Deployment\tmp
AppData\Roaming\Sun\Java\Deployment

[Mathieu Bruston1709157835]

Have you tried these scenarios:

• login with admin account
• login with RDP
• login through console

Regards

[Kevin Miller]

Hello.

 

As per my exclusions I followed Carl's recommendations including James Rankin's longer list. I have not added Rankin's directory/file synchronization recommendations. I will try these as soon as I put my kids to bed later tonight. While troubleshooting I removed the recommended synchronizations before I discovered Citrix's recommendation to add AppData\Local\Microsoft\Windows\Caches. Fingers crossed this will solve the problem.

 

The problem still is still present if the account is an admin\restricted, RDP/ICA, and via the console.

 

Kevin.

 

 

 

[Kevin Miller]

The workaround for the moment is to remove VDA 7.17 and install VDA 7.15 LTSB CU1. The issue is no longer present after I install this older VDA.

 

Looks like Citrix has an issue with 7.17. I'll pass this on to them in the morning. 

 

Kevin.

[Mathieu Bruston1709157835]

Ok,

 

I have just test 1073 and 1709 with XenDesktop 7.17. I will check with this version if i can reproduce the issue.

 

Do you try the 7.16 VDA ?

 

Do you have open a support case at Citrix ?

 

Have a nice day

 

Regards

 

[Adam Clark1709152713]

I've struggled with almost the same issue last couple of days. 7.17 VDA but with WinSrv2016 XA (Published dekstop). Not sure if you have a testing machine with the error kept, but try to kill the AppReadiness Service/Exe and see if the session "starts" after that.

 

For me I get to the session but the universal apps does not work (I.e. Start menu, date/time, settings etc.).

 

If you check for the key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\AppReadiness is it even there? When the issue occurs for me I can verify that sessions will be black/blank even before starting a test-session - when the key is gone.

 

I can also see that user-specific keys (SID) under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Appx\AppxAllUserStore are also gone.

 

Another indicator that something is wrong is that I cannot reinstall AppX-packages when the VDA is broken. On the same VDA i can reinstall all packages prefectly fine before "something" with UPM occurs and breaks the machine.

 

I'm using MCS so a recreation of the machine from the master works. But unfortunately it does only work work X hours, then the issue comes back.

 

For now it seems that disabling UPM on the 7.17 VDA before the VDA is "broken" makes everything else work, but without UPM.

 

Will follow this with interest.

Adam

[Eric Stoick]

We have been struggling with the black screen on 7.17 VDA with WinSrv2016 XA (Published desktop) as well. 

 

We also noticed that HKLM\software\microsoft\windows\currentversion\AppReadiness key goes missing and that is when the black screens start. We exported that key from a working backup of the server and imported it into a broken server. Rebooted the server and the issue was fixed for awhile until the key gets deleted again. 

 

 

[Eric Stoick]

Built a new WinSrv2016 XA with 7.15 CU2 VDA. Black screen issue / missing registry keys happened within an hour of the server go live.

 

Trying 7.15 CU1 VDA as posted above to see if that avoids the black screen issue.

 

Currently have a script running every five minutes to check 7.17 VDAs for missing reg keys. When missing reg keys are detected, scripts put servers in maintenance mode, replaces the reg keys from a previous working export,  messages the users with active sessions, and reboots the server 10 minutes later.

 

[Daniel Luneau]

A monitoring with Procmon show us that UserProfileManager.exe deleted the key at user's logout.

 

 

 

[Derek Da Silva1709152462]

I encountered the same issue reported by Stoick after upgrading my master image to XA 7.15 CU2.   I've since rolled back my master images to CU1.

D

[Eric Stoick]

Case 76813835 open with Citrix.

[Derek Da Silva1709152462]

Thanks for the case# Stoick.   Please keep me posted on this case as we are facing the same issue.

D

[Eric Stoick]

Uploaded ProcMon and UPM Logs to 76813835 

[Bastian Frohnhoefer]

We have this problem also, thank you very much for the hint with the App Readiness Key.

We disabled the App Readiness Service which seems to work so far.

Waiting for a fix from Citrix.

 

Version 7.17 and Server 2016 latest release (1607)

We also have Win10 Desktops on 1709 with VDA 7.17 and HDX3D Pro but the problem doesn't happen here so far.

[Ray Davis]

Based on what everyone is saying the issue is in 7.15.2000/7.16/7.17?

 

7.15.1000 vda upm code is good?

 

 

[Eric Stoick]

7.15.1000 VDA is working in our environment on WinSrv2016 XA 

7.15.2000 has issue

7.16 not tested

7.17 has issue

[Kevin Miller]

7.16 had the issue when I tested.

 

 

[Ray Davis]

Thank you both for responding.

I wish Citrix could find these issues on QA te

[Eric Stoick]

I have been told my ticket has been escalated. Hoping it is getting into the right hands to get a hotfix at some point.

[James Richards1709158136]

Hi

 

Windows 2016 with CU2 here, same problem.

 

Our ticket, 77365809.  We're pushing for a resolution this evening.   This tweet says we might be able to use CU2 with CU1 UPM. 

 

https://twitter.com/cstalhood/status/988958942138118150

 

No idea how we install that combo,  Citrix are looking into it.  Any ideas?  

 

  

[Nicholas Hastings]

4 minutes ago, James Richards1709158136 said:

Hi

 

Windows 2016 with CU2 here, same problem.

 

Our ticket, 77365809.  We're pushing for a resolution this evening.   This tweet says we might be able to use CU2 with CU1 UPM. 

 

https://twitter.com/cstalhood/status/988958942138118150

 

No idea how we install that combo,  Citrix are looking into it.  Any ideas?  

 

  

 

You're probably going to have to use the 7.15.0 one rather than CU1. Uninstall the VDA. Install the 7.15 VDA as you normally would, including UPM. Then to update to CU2, instead of using the ISO, use the standalone VDA installer, and run with:

/exclude "Citrix User Profile Manager","Citrix User Profile Manager WMI Plugin"

 

[Eric Stoick]

Escalation support just replied to my ticket requesting that we disable the AppReadiness service as per:

 

https://support.citrix.com/article/CTX216590

 

For the last 30 days we have been telling support that disabling AppReadiness only kind of works.

 

If you disable the AppReadiness service you will most likely have a broken start menu and Windows updates will only work some of the time. 

[James Richards1709158136]

Cool thanks for that Nicholas!   

 

Out of interest,  why do you suggest 'CU0' as opposed to CU1 ?  

 

Cheers

 

James

 

  

Edited April 30, 2018 by jrichar334
So its clear who I'm replying to.

[Nicholas Hastings]

1 minute ago, James Richards1709158136 said:

Out of interest,  why do you suggest 'CU0' as opposed to CU1 ?  

  

 

CU1 is when the blank Start Menu icons issue started, also caused by UPM.

[James Richards1709158136]

Yeah,  we've seen that too Nicholas.  Not a show stopper though!  Thanks for the advice.  

 

 

[Eric Stoick]

Here is a work around for the blank Start Menu icons

 

https://twitter.com/cstalhood/status/955913800661815297?lang=en