Jump to content
Welcome to our new Citrix community!
  • 0

Desktops boots up black and rejecting connections


Mark Veldman

Question

Hi,

 

Since 1 August we have a strange with one Machine Catalog in one specific cluster.

The strange part is that nothing has changed on this Machine Catalog (like snapshot etc.) since 24 july.

 

When a user starts up an Engineering desktop, sometimes the user get a black screen.

When the user disconnects from the Engineerings desktop, and tries to log in again on the same environment the following error in StoreFront occurred:

"Desktop %%% cannot be started"

 

So i looked into the logging of the Delivery Controller and checked the warnings. I see the following warning:

 

"The Citrix Broker Service failed to broker a connection for user 'XXXX' to resource 'XXXXX Engineers'. The virtual machine 'XXXXXXXX' 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. 
If this problem persists, please restart the virtual machine."

 

The strange thing is, when i search for this VM, its not responding in XenCenter console, but:

- i can access the C$ share

- i can access the remote Event Viewer

- i can ping the VM

- i cannot use RDP, remote Windows Services, PSexec etc..

 

What we have tried:

- Restarted Delivery Controllers

- Restarted StoreFront servers

- Restarted Database server

- Checking the event viewer on the hung VM

- We have checked network connectivity in our monitoring

- Determine if it happens on one or more specific hosts in the cluster, but it happens on all of them. 

 

Details of our environment:

- XenDesktop 1811.1 controllers &  StoreFront 1811.1

- Issue is in our Windows 7 environment. VDA 7.15 LTSR CU3.

- The Machine Catalog with the issue is provisioned by MCS, non-persisntent desktop on XenServer 7.6.

- Receiver/Workspace clients of all kinds of versions. 

- Ivanti Workspace as profile manager.

 

We still haven't solved this issue. Any one has an idea?

 

Greetings,

Mark

 

 

DeliverycontrollerError.PNG

 

Link to comment

10 answers to this question

Recommended Posts

  • 0

Update:

We found the issue and solved the problem!

 

The exact problem was:

- If a VM is running for more than 40 minutes, it becomes unresponsive.

- If a VM is running for more than 2 hours, it becomes responsive and works OK.

 

Between this time-period the Anti-Virus (BitDefender) was updating himself to a version which had a memory leak issue.

 

We fixed the issue by updating the base image with:

- Latest Windows Updates

- Latest version of BitDefender

 

Greetings,
Mark

  • Like 1
Link to comment
  • 0

I'm not sure if this is just absolute coincidence, but I've just started seeing this in our environment (XenDesktop 7.17). It also started happening on Aug 1, and I can't figure out what's changed. All of a sudden users have come into the office unable to reconnect to their existing sessions that were fine reconnecting without any reboots the previous few weeks. I haven't heard of the compliant of black desktop, but we are seeing exactly the same Event log error messages in our Controllers when users are unable to connect - suggesting the VDA is refusing the connection

 

Link to comment
  • 0
5 minutes ago, Justin Chan1709159214 said:

I'm not sure if this is just absolute coincidence, but I've just started seeing this in our environment (XenDesktop 7.17). It also started happening on Aug 1, and I can't figure out what's changed. All of a sudden users have come into the office unable to reconnect to their existing sessions that were fine reconnecting without any reboots the previous few weeks. I haven't heard of the compliant of black desktop, but we are seeing exactly the same Event log error messages in our Controllers when users are unable to connect - suggesting the VDA is refusing the connection

 

 

Hi Jchan60,

 

If i may ask; what anti-virus software do you use?


Greetings,

Mark

Link to comment
  • 0

Hope the consultant can figure out what's going on.

From your original post our setup does not seem to have much in common - what hypervisor and Xendesktop versions are you running?

 

We have a mixed of software versions, and up until now I haven't been able to see any patterns as to what machine it's happening to - seems quite random.

 

* XenDesktop 7.17 controllers and StoreFront 3.1

* VDA 7.17 and 7.18 on Windows 10 1709, 1809

* VDI machines are manually provisioned, persistent desktops hosted on VMware 6.7 U3

* Receiver clients of all kinds of versions (4.9 LTSR, Workspace Apps 1903, Receiver for Linux 13.10, HTML5 2.6.1, Workspace Apps for Mac something)...

Link to comment
  • 0

Hi Jchan60,

 

* XenDesktop 1811.1 controllers &  StoreFront 1811.1

* Issue is in our Windows 7 environment. VDA 7.15 LTSR CU3.

* The Machine Catalog with the issue is provisioned by MCS, non-persisntent desktop on XenServer 7.6.

* Also receiver clients of all kinds of versions. 

 

PS: we use Ivanti Workspace as profile manager.

Link to comment
  • 0

Update:

 

The exact issue is:
When i log in with Citrix or RDP and the VM is running for more than 45 minutes, the screen is black and logging in takes about 35 minutes

After 35 minutes i am logged in and checked the logging, i see a gap of logging. Even Procmon stopped reporting.

I don't know what happens in that 35 minutes, and i cannot see it in logging because the logging stops :-(

 

Because i can reproduce the issue within RDP, it has nothing to do with Citrix.

 

Greetings,

Mark

EventViewer.PNG

ProcMon.PNG

Link to comment

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...