My user is unable to shadow a session through Director. Other Citrix admins are able to.

[Jacob Sampson]

I am not able to shadow through Director but other admins are.  When I click the shadow button I get the remote assistance window but the user never gets the prompt to accept.  When looking in the director event log I see this error.  We are running 7.6 CU3.

 

An unexpected error occurred.

User: 'DOMAIN\USER' (in the log my user shows up appropriately)
Console operation: 'Starting remote assistance for desktop…'

Additional information:
'Exception of type 'Citrix.Dmc.Common.NotFoundException' was thrown.'

 

Any help is much appreciated.

[Abderraouf ACHOURI]

Hello i get the same issue did you find the solution please thanks

[Mike Zirbes]

I am also having this issue. When the Remote Assistance request is sent by some of the admins the end user does not get a popup to allow the connection. However you can see the Windows Remote Assistance start in Task Manager.