Teams freezing managing contact list

[Matt Sliva1709156171]

Users are reporting, and I'm able to replicate the issue, that Microsoft Teams is freezing when users manipulate their contact list by adding or deleting contacts. It happens instantly upon the transaction. The entire Teams window freezing and must be quit from Task Manager. While frozen, I can change my Teams status on the task bar. Contact change does take effect because I can see the change occur on other signed in clients.

 

Teams machine-wide-installer 1.4.00.2781 64-bit

CVAD 1912 LTSR CU2

Server 2019 hosted shared desktop

FSLogix profiles

[Daniel Dunn1709158952]

Let us know how you get on, I will report back if I find anything too.

 

One thing we have found since last Thursday is that calls in Teams are delayed ringing in the Teams client and in the webapp in a Citrix session.

 

The call notification delay is around 10 seconds and occurs around the hours of 8am and 10am UK time

 

No problems if I use Teams in a RDS session on the VDA

 

Have you come across this in your Citrix environment?

[Daniel Dunn1709158952]

On 2/3/2021 at 12:28 AM, Matt Sliva1709156171 said:

Users are reporting, and I'm able to replicate the issue, that Microsoft Teams is freezing when users manipulate their contact list by adding or deleting contacts. It happens instantly upon the transaction. The entire Teams window freezing and must be quit from Task Manager. While frozen, I can change my Teams status on the task bar. Contact change does take effect because I can see the change occur on other signed in clients.

 

Teams machine-wide-installer 1.4.00.2781 64-bit

CVAD 1912 LTSR CU2

Server 2019 hosted shared desktop

FSLogix profiles

Hi as well as other issues and bugs I noticed this today too

 

we are the same client version and VDA, but server 2016

 

we have been using FSlogic but disabled it for Teams to see if that helped with the issues we have

 

im never sure what teams client version we should run?

[Misja Geuskens1709155245]

Hi,

 

I've noticed the same in a customers environment (Windows 2016, CVAD 2012, MS Team 1.3.0.34662 / machine-wide installer). So far:

 

• Only noticed a freeze when adding an 'off-line' contact
• It happens when logged with an account with of without admin permissions
• It happens both in Citrix Session and Console session on same Citrix VDA
• It does happen without FSLogix profile management
• It doesn't happen on Windows 2016 Server without Citrix

 

It has been suggest to change the reg key below. I tried, to no avail (after restart)

HKLM\SYSTEM\CurrentControlSet\Services\CtxUvi

Value name: UviProcessExcludes    (REG_SZ)

add "teams.exe;" to the current value.

 

I've logged a call with Microsoft and probably will with Citrix as well.

 

Kind regards,

Misja Geuskens, Kick ICT

[Misja Geuskens1709155245]

I've logged a call now with Citrix. After tiresome remote session, they now want me to uninstall VDA Agent, test and reinstall. Guess I will, but my time is limited. Haven't tried RDS session yet.

[Misja Geuskens1709155245]

Hi,

 

I’ve run through the following procedure and tests:

 

• Uninstalled Citrix VDA Agent 2012 (upgrade from 1811)
• Console session with admin account => adding accounts to Teams; no freeze
• Installed Citrix VDA Agent 2012
• Console session with admin account => adding accounts to Teams; no freeze
• Citrix session with Test account and FSLogix => adding accounts to Teams; freeze
• Citrix session with same Test account and ‘no’ FSLogix => adding accounts to Teams; no freeze
• Citrix session with same Test account and fresh profile => adding accounts to Teams: no freeze

As you can imagine, at this moment it seems to be working, but it’s not consistently proven where exactly the problem originated. There are a number of variables which, in different order might result in different outcomes. Unfortunately, I don’t have the time to go through various scenarios. I’ll put this into further test with the customer and let you know how things progress.

 

Cheers,

Misja Geuskens, Kick ICT

[Misja Geuskens1709155245]

Hi,

 

further testing showed that the freezing, when adding a group or (offline) account, stopped when going through the process as described in my previous post. For now I have to conclude that the combination of reinstalling a fresh copy of Citrix VDA Software (with Citrix cleanup tool) and a fresh profile did the job. Not much of drilling down to the actual problem, but that is a typical IT scenario we often see :-) 

 

Regards,

Misja Geuskens, Kick ICT

[Misja Geuskens1709155245]

https://blog.misjageuskens.nl/2021/02/21/ms-teams-on-citrix-vda-freezes-when-managing-contacts

[Jean-Luc van Damme]

Hi,

 

We have the same issue of call notification delay about the same hours (9am and 11am UTC + 1).

In RDP session on the VDA, no issue....

 

VDA : 1912 CU2

FS Logix : No

Teams : 1.3.0 28779 and 1.4.00.2879

 

Have you find a solution for this problem ?

Kind regards,

 

Jonathan Degrève

 

On 2/9/2021 at 12:34 PM, Daniel Dunn1709158952 said:

Let us know how you get on, I will report back if I find anything too.

 

One thing we have found since last Thursday is that calls in Teams are delayed ringing in the Teams client and in the webapp in a Citrix session.

 

The call notification delay is around 10 seconds and occurs around the hours of 8am and 10am UK time

 

No problems if I use Teams in a RDS session on the VDA

 

Have you come across this in your Citrix environment?

 

[Daniel Dunn1709158952]

Hi, thanks for your message, have you got a support case open?

 

No not yet, its been a bit of a battle between Citrix support and MS. 

 

I've created Wireshark captures and sent to both Citrix and MS

 

Citrix say it is a networking issue and to do with MS.

 

MS say it is a Citrix issue with no evidence.

 

I've hopefully got a call with Citrix and MS tomorrow.

 

Could we speak outside of the forum to try work out what it could be?

 

Thanks

[Jean-Luc van Damme]

Hi Daniel,

 

Yes with citrix support.

The ticket has been open for 1 week, we have sent the logs but no feedback for the moment ...

Yes, we can speak outside of the forum.

 

Regards,

Jonathan

 

 

[Jean-Luc van Damme]

Hi Daniel,

 

Did you get your call with citrix and Microsoft ?

We feel we’ve had less latency in the last few days...

 

On 3/1/2021 at 10:57 AM, Daniel Dunn1709158952 said:

Hi, thanks for your message, have you got a support case open?

 

No not yet, its been a bit of a battle between Citrix support and MS. 

 

I've created Wireshark captures and sent to both Citrix and MS

 

Citrix say it is a networking issue and to do with MS.

 

MS say it is a Citrix issue with no evidence.

 

I've hopefully got a call with Citrix and MS tomorrow.

 

Could we speak outside of the forum to try work out what it could be?

 

Thanks

 

[Daniel Dunn1709158952]

13 hours ago, Jean-Luc van Damme said:

Hi Daniel,

 

Did you get your call with citrix and Microsoft ?

We feel we’ve had less latency in the last few days...

 

 

Hi thanks for messaging with an update.

 

I’ve not gotten very far, MS support are not too helpful, they keep saying it only happens in Citrix sessions so it’s a Citrix problem...

 

The MS support guy came back with his reason why he thought it wasn’t a MS issue. But it showed he has no knowledge of networking, he didn’t know what he was talking about.

 

They agreed to look at a Fiddler trace if I capture one. I was really busy this morning so I didn’t have time to set it up.

 

But yes I noticed the same, a couple of test calls I did the past couple of days were not as bad in the morning, mostly instant or just a couple of seconds delay.
 

But I’ve noticed in the last few weeks it is always worst on a Monday than the end of the week.

 

Will test it out on Monday and let you know, let me know how it goes for you!

 

 

[Jean-Luc van Damme]

On 3/5/2021 at 10:20 PM, Daniel Dunn1709158952 said:

Hi thanks for messaging with an update.

 

I’ve not gotten very far, MS support are not too helpful, they keep saying it only happens in Citrix sessions so it’s a Citrix problem...

 

The MS support guy came back with his reason why he thought it wasn’t a MS issue. But it showed he has no knowledge of networking, he didn’t know what he was talking about.

 

They agreed to look at a Fiddler trace if I capture one. I was really busy this morning so I didn’t have time to set it up.

 

But yes I noticed the same, a couple of test calls I did the past couple of days were not as bad in the morning, mostly instant or just a couple of seconds delay.
 

But I’ve noticed in the last few weeks it is always worst on a Monday than the end of the week.

 

Will test it out on Monday and let you know, let me know how it goes for you!

 

 

Hi Daniel,

 

We also noticed that in the last few days, we seemed to have less delays troubles.

You pointed out something interesting because we also noticed that it is always worst on Monday (especially Monday morning) than the rest of the week.

Here are our specifications :

 

VMWare 6.7

Nutanix Acropolis 5.10 for Storage layer with VMWare Hypervisor

VDA's are Windows 2016 v.14393.4225 with Citrix VDA 1912 CU2 with UPM and no FSLogix

Teams version 1.3.00.34668

Switches : Nexus 3548 NX-OS 6.0(2)A3(2)

Fortinet Fortigate 300D FortiOS 6.4.4(build1803)

Antivirus Product : TrendMicro Office XG 12.0.43.45

Workspace App for Citrix 20.12.1.42

Number of concurrent sessions on VDA : 12-13

 

Do you have something similar to this?

Also, since when do you experience these delays issue? 

Thank you for keeping us up to date.

 

Gilles Baudhuin

[Jean-Luc van Damme]

Hi Daniel,

 

Have you a similar infrastructure ?

This morning (monday) before  9am (utc+1), we mesure already a few latencies, little but present !

 

Kind regards,

 

Jonathan Degrève & Gilles Baudhuin.

[Daniel Dunn1709158952]

On 3/15/2021 at 8:17 AM, Jean-Luc van Damme said:

Hi Daniel,

 

Have you a similar infrastructure ?

This morning (monday) before  9am (utc+1), we mesure already a few latencies, little but present !

 

Kind regards,

 

Jonathan Degrève & Gilles Baudhuin.

 

Hi Thanks for your update!

 

We have Server 2016 VDAs like you but everything else is different.

 

I dont believe it matters what CVAD or CWA version I've had the issue with all versions.

 

We have less on the VDAs, about 6-8

 

We have a case with MS but we are not getting very far, they asked me to run a Fiddler trace but it did not run, even logged on as Administrator to the RD Server.

 

Do you have a case with MS?  If you do it might be best if we could get them to know the similar cases. Do you have a case reference with MS I can pass onto the person working our case?

 

Thanks