WebSocketAgent.exe process keeps disappearing causing Teams to stop working

[Daniel Dunn1709158952]

Hi, we have noticed that users have been complaining of Teams not connecting calls, and calls they should have received not ringing in Teams.

 

After looking into this we have noticed that the users that have this issue do not have the WebSocketAgent.exe process running at the time of the problem.

 

if they restart Teams, the problem is fixed, and we can see that restarting Teams also starts the WebSocketAgent.exe process for the user.

 

Has anyone else experienced this?

 

Thanks

[Daniel Szomboti]

On 12/10/2020 at 2:33 PM, Daniel Dunn1709158952 said:

Hi, we have noticed that users have been complaining of Teams not connecting calls, and calls they should have received not ringing in Teams.

 

After looking into this we have noticed that the users that have this issue do not have the WebSocketAgent.exe process running at the time of the problem.

 

if they restart Teams, the problem is fixed, and we can see that restarting Teams also starts the WebSocketAgent.exe process for the user.

 

Has anyone else experienced this?

 

Thanks

Can you set procdump to capture if it is in fact crashing? Do you get any event in eventviewer? 

[Daniel Dunn1709158952]

13 hours ago, Daniel Szomboti said:

Can you set procdump to capture if it is in fact crashing? Do you get any event in eventviewer? 

 

Hi thanks for your message.

 

No there are no events in the event viewer, the process just seems to stop with no clues as to why.

 

Out of 60 users it might only happen a couple of times a day, to different users each day. How could I capture this using procdump without having to impact everyone?

 

Thanks

[Daniel Szomboti]

Can you track this to stop showing up after a recent reconnect? That would mean the process does not spawn then. Websocket service creates websocketagent at optimization process. Could be Teams doesn't realise there is this new session. There have been a few bugs we fixed with Microsoft on 2020 on this. 

If you are using latest VDA and CWA 2012 then set up maybe circular CDFControl on VDA rather than procdump on MTOP modules only to listen to websocketagent.exe.

 

Download “CDFControl” and start tracing the session on VDA the following modules:  

HDX_Multimedia_TeamsService 

HDX_Multimedia_WebSocketAgent 

HDX_Multimedia_WebSocketPipe 

HDX_Multimedia_WebSocketService 

 

[Daniel Dunn1709158952]

1 hour ago, Daniel Szomboti said:

Can you track this to stop showing up after a recent reconnect? That would mean the process does not spawn then. Websocket service creates websocketagent at optimization process. Could be Teams doesn't realise there is this new session. There have been a few bugs we fixed with Microsoft on 2020 on this. 

If you are using latest VDA and CWA 2012 then set up maybe circular CDFControl on VDA rather than procdump on MTOP modules only to listen to websocketagent.exe.

 

Download “CDFControl” and start tracing the session on VDA the following modules:  

HDX_Multimedia_TeamsService 

HDX_Multimedia_WebSocketAgent 

HDX_Multimedia_WebSocketPipe 

HDX_Multimedia_WebSocketService 

 

 

This was my first thought as I noticed the process disappear on disconnects, but on checking when the problem occurred, the user hadn't disconnected/reconnected.

 

Usually they had just had a Teams call and it had worked fine, but when they made another call it had not,

 

Or they were on a call when the call suddenly dropped out, and when they called back it didnt work.

 

I had been running those traces when the issue occurred for a user, I sent the logs to support but apparently it did not show anything.

 

I was looking at this problem with support and noticed a user had the issue with the websocketagent as it was not running and Teams was not accepting calls, they looked and said that Teams was not communicating with the websocketservice, and they took away some more logs.

 

Thanks for helping, this issue has been really troubling us and so far we have not been able to work it out!

 

 

 

[Daniel Szomboti]

Hmm minteresting. The CDF should tell us why agent stopped all of a sudden. I also know it is almost impossible to trace it being intermittent. 

If they reconnect to the session does it start working? or is it forever broken now? 
If they restart Teams does it work again? 

[Daniel Dunn1709158952]

Yes if they close and re-open Teams the WebSocketAgent process appears and it is working again.

 

The problem for the users is that they dont realise they have an issue, if people try to call them the call doesnt ring in Teams, so they end up missing calls.

 

I have the CDF traces if you are able to have a look to?

 

Thanks

[Daniel Szomboti]

I'll PM you

[Thomas Kötzing1709151506]

We have the exact same issue! Any update on that guys?

 

19.12 CU2 on Windows Server 2019

[Dominic Stenger]

We have the issue too with 19.12 CU3.

Are there any news?

[Fernando Klurfan1709153904]

What is the CWA version and OS you are all using?

Are you seeing an HdxRtcEngine.exe crash on the client-side?

[Gerald Winkler]

same problem here. we use 1912 CU2 with Server 2016. No errors in the logs on client. client is win10. we do have the same probems with IGEL Thin clients based on linux.so I think the problem is located on the VDA. But there are also no errors in the event viewer. restarting the Teams software solves the problem. TEAMS Version is 1.4.00.11161 (64bit).

 

Any new info regarding this ?

Edited September 23, 2021 by Gerald Winkler

[Kevin Falmbigl1709159315]

This is a known issue in 1912 CU2 -  upgrade to CU3 should resolve the issue.

 

The Citrix HDX HTML5 Video Redirection Agent Service (WebSocketAgent.exe) might stop intermittently. As a result, incoming calls are not displayed under Microsoft Teams. Also, the called party does not receive any notifications. [CVADHELP-15611]

 

https://docs.citrix.com/en-us/citrix-virtual-apps-desktops/1912-ltsr/whats-new/cumulative-update-3/fixed-issues.html

[Alexander Oppolzer]

Hello,

i have this same very Problem STILL with 2203 CU1 and 2209.
Pleas help my users are extremly frustrated.
WebSocketAgent.exe just dies out of nowhere, no error in eventlog.
VDA's are Windows 10 22H2, Teams latest Version, CVAD 2203 CU1 (Tried with 2209 same problem).
Worked just fine with CVAD 2010, nothing else has been changed

[Laurenz Grothoff]

Hey Alexander,

we had the same issue with VDA 2203 & 2209. Are you using Google Chrome and BCR by any chance? 

Teams and BCR share the WebsocketService. Chrome v. 105 or higher uses an internal certificate-store by default. 
This seems to lead to the crash of every WebsocketAgent on the VDA since the BCR-Certificate cannot be validated by Chrome. 

Please refer to the following article
https://support.citrix.com/article/CTX473065/hdx-browser-content-redirection-broken-with-google-chrome-browser-version-105-or-higher

Teams works without crashes in our environment after implementing the fix.
Hope this helps!