Citrix Director Failure Reasons Troubleshooting Guide

Citrix Director Failure Reasons

Troubleshooting Guide

Note: The following failure reasons and recommended actions are applicable for XenApps and XenDesktop

7.12 and later.

Connection failure errors:

Category

Reason

Issue

Action

[0] Unknown

This error code is

not mapped.

The Monitoring Service could not

determine the reason for the reported

launch or connection failure from

information shared by the Brokering

Service.

Collect CDF logs on the controller

and contact Citrix support.

[0] None [1] None None n/a

[2] MachineFailure

[2]

SessionPreparat

ion

Session prepare request from the

Delivery Controller to the VDA

failed.

Possible causes:

•

Communication issues

between the Controller and

the VDA, or

•

issues experienced by the

Broker Service while creating

a prepare request, or

•

network issues resulting in

the VDA not accepting the

request.

Refer to troubleshooting steps

listed in Knowledge center

article, Troubleshooting Virtual

Desktop Agent Registration

with Delivery Controllers in

XenDesktop for common

problems that cause

communication issues between

the Controller and the VDA.

[2] MachineFailure

[3]

RegistrationTim

eout

The VDA was powered on, but a

time-out occurred while it was

attempting to register with the

Delivery Controller.

Verify that the Citrix Broker

Service is running on the

Delivery Controller and that the

Desktop Service is running on

the VDA. Start each if stopped.

[1] ClientConnectionFailure

[4]

ConnectionTime

out

The client did not connect to the

VDA after the VDA was prepared

for session launch. The session

was successfully brokered, but a

time-out occurred while waiting for

the client to connect to the VDA.

Possible causes:

•

Firewall settings, or

•

network interruptions, or

•

settings that prevent remote

connections

Check the Director console to

see if the client currently has an

active connection, which means

no user is currently impacted.

If no session exists, review the

Event logs on the client and on

the VDA for any errors. Resolve

any issues with network

connectivity between the client

and the VDA.

[4] NoLicensesAvailable

[5] Licensing

The licensing request failed.

Possible causes:

•

Insufficient number of

licenses, or

•

the license server has been

Verify that the license server is

online and reachable. Resolve

any network connectivity issues

to the license server and/or

reboot the license server if it

appears to be malfunctioning.

Verify that there are sufficient

licenses in the environment and

allocate more if necessary.

Category

Reason

Issue

Action

down for more than 30 days.

[1] ClientConnectionFailure

[6] Ticketing

A failure occurred during ticketing,

indicating that the client

connection to the VDA does not

match the brokered request.

A launch request ticket is

prepared by the Broker and

delivered in the ICA file. When the

user attempts to launch a session,

the VDA validates the launch

ticket in the ICA file with the

Broker.

Possible causes:

•

ICA file is corrupt or

•

the user is attempting to

make an unauthorized

connection.

Verify that the user has access to

the application or desktop based

on user groups defined in the

Delivery Group(s).

Instruct the user to relaunch the

application or desktop to

determine whether this is a one-

off issue. If the issue occurs

again, review the client device

Event logs for errors.

Verify that the VDA to which the

user is attempting to connect is

registered. If unregistered,

review the Event logs on the

VDA and resolve any registration

issues.

[1] ClientConnectionFailure

[7] Other

A session has been reported as

terminated from the VDA after the

client has initially contacted the VDA

but before it completed the connection

sequence.

Verify if the session was not

terminated by the user before

launch.

Try re-launching the session, if the

problem persists, collect CDF logs

and contact Citrix support.

[1] ClientConnectionFailure

[8] GeneralFail

The session failed to launch.

Possible causes:

•

A brokered launch was

requested while the Broker was

still starting up or initializing.

•

Internal error during the

brokering phase of a launch.

Verify that the Citrix Broker

Service is running and re-try

launching the session.

[5] Configuration

[9]

MaintenanceMo

The VDA, or the Delivery Group to

which the VDA belongs, is set in

maintenance mode.

Determine whether maintenance

mode is required. Disable

maintenance mode on the

delivery group or machine in

question if it is not needed and

instruct the user to attempt to

reconnect.

[5] Configuration

[10]

ApplicationDisab

led

The application cannot be

accessed by end users because it

has been disabled by the

administrator.

If the application is intended to

be available for production use,

enable the application and

instruct the user to reconnect.

[4] NoLicensesAvailable [11] The feature being used is not Contact a Citrix sales

Category

Reason

Issue

Action

LicenseFeature

Refused

covered by the existing licenses. representative to confirm the

features that are covered by the

existing XenApp/XenDesktop

license edition and type.

[3] NoCapacityAvailable

[13]

SessionLimitRe

ached

All VDAs are in use and there is

no capacity to host additional

sessions.

Possible causes:

•

All VDAs are in use (for

desktop OS VDAs), or

•

all VDAs have reached the

configured maximum

concurrent sessions allowed

(for Server OS VDAs).

Verify if there are any VDAs in

maintenance mode. Disable

maintenance mode if it is not

needed, to free up additional

capacity.

Consider increasing the value of

Maximum Number of Sessions

in the Citrix policy setting to allow

more sessions per server VDA.

Consider adding additional

Server OS VDAs.

Consider adding more Desktop

OS VDAs.

[5] Configuration

[14]

DisallowedProto

col

The ICA and/or RDP protocols are

not allowed.

Run the Get-

BrokerAccessPolicyRule

PowerShell command on the

Delivery Controller and verify that

the AllowedProtocols value has

all the desired protocols listed.

This issue occurs only in case of

a misconfiguration.

[5] Configuration

[15]

ResourceUnavai

lable

The application or desktop to

which the user is attempting to

connect is not available. This

application or desktop might not

exist, or there are no VDAs

available to run it.

Possible causes:

•

The application or desktop

has been unpublished, or

•

the VDAs hosting the

application or desktop have

reached maximum load or

•

the application or desktop is

set in maintenance mode.

Verify that the application or

desktop is still published and the

VDAs are not in maintenance

mode.

Determine whether the Server

OS VDAs are at full load. If so,

provision additional Server OS

VDAs.

Verify that there are Desktop OS

VDAs available for connections.

Provision additional Desktop OS

VDAs if necessary.

[5] Configuration

[16]

ActiveSessionR

econnectDisable

The ICA session is active and

connected to a different endpoint.

However, because the Active

Session Reconnection is

disabled, the client cannot

connect to the active session.

On the Delivery Controller, verify

that Active Session

Reconnection is enabled. Verify

that the value of

DisableActiveSessionReconne

ct in the registry, under

HKEY_LOCAL_MACHINE\Softw

are\Citrix\Desktop\Server is set

to 0.

[2] MachineFailure [17] The client attempted to reconnect Retry the workspace control

Category

Reason

Issue

Action

NoSessionToRe

connect

to a specific session but the

session was terminated.

reconnection.

[2] MachineFailure

[18]

SpinUpFailed

The VDA could not be powered on

for session launch. This is a

hypervisor reported issue.

If the machine is still powered off,

attempt to start the machine from

Citrix Studio. If this fails, review

the hypervisor connectivity and

permissions.

If the VDA is a PVS-provisioned

machine, verify in the PVS

Console that the machine is

running. If not, verify that the

machine is assigned a vDisk, log

in to the hypervisor to reset the

VM.

[2] MachineFailure

[19] Refused

The Delivery Controller sends a

request to the VDA to prepare for

a connection from an end user,

but the VDA actively refuses this

request.

Verify via ping, that the Delivery

Controller and the VDA can

successfully communicate. If

not, resolve any firewall or

network routing issues.

[2] MachineFailure

[20]

ConfigurationSet

Failure

The Delivery Controller did not

send required configuration data,

such as policy settings and

session information, to the VDA

during session launch.

Possible causes:

•

Communication issues

between the Controller and

the VDA, or

•

issues experienced by the

Broker Service while creating

a configuration set request,

•

network issues resulting in

the VDA not accepting the

request.

[3] NoCapacityAvailable

[21]

MaxTotalInstanc

esExceeded

The maximum number of

instances of an application has

been reached. No additional

instances of the application can be

opened on the VDA. This issue is

generally related to the application

limits feature.

Consider increasing the

application setting, Limit the

number of instances running

at the same time to a higher

value if licensing permits.

[3] NoCapacityAvailable

[22]

MaxPerUserInst

ancesExceeded

The user is attempting to open

more than one instance of an

application but the application is

configured to allow only a single

instance of the application per

user. This issue is generally

related to the application limits

feature.

Only one instance of the

application is allowed per user by

default. If multiple instances per

user are required, consider

clearing the Limit to one

instance per user setting in the

application setting.

[1] ClientConnectionFailure

[23]

Communication

The Delivery Controller attempted

to send information to the VDA,

If already started, restart the

Desktop Service on the VDA to

Category

Reason

Issue

Action

Error such as a request to prepare for a

connection, but an error occurred

during the communication attempt.

This can be caused due to

network disruptions.

restart the registration process

and verify that the VDA registers

successfully. Confirm that the

Delivery Controllers configured

for the VDA are accurate via the

details in the Application Event

log.

[3] NoCapacityAvailable

[100]

NoMachineAvailab

Monitoring

Service

converts [12]

NoDesktopAvailab

le to this error

code.

The VDA assigned to launch the

session is in an invalid state or is

unavailable.

Possible causes:

•

Power state of the VDA is

unknown or unavailable.

•

The VDA did not reboot since

the last user's session.

•

Session sharing is disabled

while the current session

requires it to be enabled.

•

The VDA was removed from

the delivery group or from the

site.

Verify that the VDA is in a

Delivery Group. If not, add it to

the appropriate Delivery Group.

Verify that there are sufficient

VDAs registered and in ready

state to be able to launch the

published shared desktop or

application requested by the user.

Verify that the hypervisor hosting

the VDA is not in maintenance

mode.

[2] MachineFailure

[101]

MachineNotFun

ctional

Monitoring

Service converts

[12]

NoDesktopAvail

able to this error

code.

The VDA is not operational.

Possible causes:

•

The VDA was removed from

the Delivery Group, or

•

the VDA is unregistered, or

•

the VDA power state is

unavailable, or

•

the VDA is experiencing

internal issues.

Verify that the VDA is in a

Delivery Group. If not, add it to

the appropriate Delivery Group.

Verify that the VDA shows as

powered on in Citrix Studio. If the

power state is Unknown for

several machines, resolve any

issues with connectivity to the

hypervisor or host failures.

Verify that the hypervisor hosting

the VDA is not in maintenance

mode.

Restart the VDA once the above

issues have been addressed.

Machine failure type:

Error Code

Error Code ID

Issue Description

Action Description

Unknown

Unregistered

MaxCapacity

The load index on the hypervisor is

at its maximum capacity.

Ensure that all hypervisors are

powered on.

Add more capacity to the

hypervisor.

Error Code

Error Code ID

Issue Description

Action Description

Add more hypervisors.

StuckOnBoot

The VM did not complete its boot

sequence and is not communicating

with the hypervisor.

Ensure that the VM booted

successfully on the hypervisor.

Check for other messages on the

VM, such as OS issues.

Ensure that the hypervisor tools

are installed on the VM.

Ensure that the VDA is installed

on the VM.

FailedToStart

The VM experienced issues when

trying to start on the hypervisor.

Check the hypervisor logs.

None 0 - -

VirtualMachineNotFound

This virtual machine is not reachable

or is deleted.

Check your hypervisor and ensure

that the virtual machine exists.

Ensure that the virtual machine is

powered on and is able to register

itself with the Delivery Controller.

Machine deregistration reason (applicable when failure type is

Unregistered/Unknown):

Error Code

Error Code ID

Issue Description

Action Description

AgentShutdown

The VDA experienced a graceful

shutdown.

Power on the VDA if you do not

expect it to be off based on

existing power management

policies. Review any errors in the

event logs.

AgentSuspended

The VDA is in hibernation or sleep

mode.

Take the VDA out of hibernation

mode.

Consider disabling hibernation

for XenApp/XenDesktop VDAs

via power settings.

IncompatibleVersion

100

The VDA cannot communicate with

the Delivery Controller due to a

mismatch in the Citrix protocol

versions.

Align the VDA and Delivery

Controller versions.

AgentAddressResolutionFailed

101

The Delivery Controller was not able

to resolve the VDA's IP address.

Verify that the VDA machine

account exists in AD. If not,

create it.

Verify that the name and the IP

address of the VDA in DNS are

accurate. If not, correct them.

If widespread, validate the DNS

settings on the Delivery

Controller(s). Verify DNS

resolution from the Controller by

running the nslookup command.

[Cloud]: 101 The Delivery Controller was not able Verify that the VDA machine

Error Code

Error Code ID

Issue Description

Action Description

AgentAddressResolutionFailed

to resolve the VDA's IP address. account exists in AD. If not,

create it.

Verify that the name and the IP

address of the VDA in DNS are

accurate. If not, correct them.

AgentNotContactable

102

A communication issue occurred

between the Delivery Controller and

the VDA.

Use a ping to verify that the

Delivery Controller and the VDA

can successfully communicate. If

not, resolve any firewall or

network issues.

Refer to troubleshooting steps

listed in Knowledge Center

article, Troubleshooting Virtual

Desktop Agent Registration

with Delivery Controllers in

XenDesktop (CTX126992), for

common problems that cause

communication issues between

the Controller and the VDA.

[Cloud]: AgentNotContactable

102

A communication issue occurred

between the Delivery Controller and

the VDA.

Refer to troubleshooting steps

listed in Knowledge Center

article, Troubleshooting Virtual

Desktop Agent Registration

with Delivery Controllers in

XenDesktop (CTX126992), for

common problems that cause

communication issues between

the Controller and the VDA.

Contact Citrix support.

AgentWrongActiveDirectoryOU

103

An Active Directory discovery

misconfiguration occurred. The Site-

specific OU (where the Site

controller info is stored in AD)

configured in the VDA registry is for

a different Site.

Ensure the Active Directory

configuration is correct, or check

registry settings.

EmptyRegistrationRequest

104

The registration request sent from

the VDA to the Delivery Controller

was empty. This can be due to a

corrupt VDA software installation.

Restart the Desktop Service on

the VDA to restart the

registration process and verify

that the VDA registers correctly

via the Application event log.

MissingRegistrationCapabilities

105

The VDA version is not compatible

with the Delivery Controller.

Upgrade the VDA or remove the

VDA and then reinstall it.

MissingAgentVersion

106

The VDA version is not compatible

with the Delivery Controller.

Reinstall the VDA software if the

issue is impacting all machines.

InconsistentRegistrationCapabil

ities

107

The VDA cannot communicate its

capabilities to the Broker. This can

be due to incompatibility between

the VDA and Delivery Controller

versions.

The registration capabilities, which

change with each version, are

expressed in a form that does not

Align the VDA and Delivery

Controller versions.

Error Code

Error Code ID

Issue Description

Action Description

match the registration request.

NotLicensedForFeature

108

The feature you are attempting to

use is not licensed.

Check your Citrix licensing

edition, or remove the VDA and

then reinstall it.

[Cloud]: NotLicensedForFeature

108

The feature you are attempting to

use is not licensed.

Contact Citrix support.

UnsupportedCredentialSecurity

Version

109

The VDA and the Delivery

Controller are not using the same

encryption mechanism.

Align the VDA and Delivery

Controller versions.

InvalidRegistrationRequest

110

The VDA made a registration

request to the Broker but the

content of the request is corrupt or

invalid.

Refer to troubleshooting steps

listed in Knowledge Center

article, Troubleshooting Virtual

Desktop Agent Registration

with Delivery Controllers in

XenDesktop (CTX126992), for

common problems that cause

communication issues between

the Controller and the VDA.

SingleMultiSessionMismatch

111

The VDA’s operating system type is

not compatible with the Machine

Catalog or Delivery Group.

Add the VDA to the correct

machine catalog type or Delivery

Group containing machines with

the same operating system.

FunctionalLevelTooLowForCata

log

112

The Machine Catalog is set to a

higher VDA functional level than the

installed VDA version.

Verify that the VDA's Machine

Catalog functional level matches

that of the VDA. Upgrade or

downgrade the machine catalog

to match that of the VDA.

FunctionalLevelTooLowForDes

ktopGroup

113

The Delivery Group is set to a

higher VDA functional level than the

installed VDA version.

Verify that the VDA's Delivery

Group functional level matches

that of the VDA. Upgrade or

downgrade the machine catalog

to match that of the VDA.

PowerOff

200

The VDA did not shut down

gracefully.

If the VDA is supposed to be

powered on, attempt to start the

VDA from Citrix Studio and verify

that it boots up and registers

correctly. Troubleshoot any boot

or registration issues.

Review the event logs on the

VDA once it is back up to help

determine the root cause of the

shutdown.

AgentRejectedSettingsUpdate

203

Settings such as Citrix policies were

changed or updated but there was

an error in sending the updates to

the VDA. This can occur if the

updates are incompatible with the

installed VDA version.

Upgrade the VDA if necessary.

Review whether the updates that

were applied are supported with

the VDA version.

SessionPrepareFailure

206

The Broker did not complete an

audit of the sessions that are

running on the VDA.

If widespread, restart the Citrix

Broker Service on the Delivery

Controller.

Error Code

Error Code ID

Issue Description

Action Description

[Cloud]: SessionPrepareFailure

206

The Broker did not complete an

audit of the sessions that are

running on the VDA.

Contact Citrix support.

ContactLost

207

The Delivery Controller lost

connection with the VDA. This can

be caused by network disruptions.

Verify that the Citrix Broker

service is running on the Delivery

Controller and the Desktop

Service is running on the VDA.

Start each if stopped.

If already started, restart the

Desktop Service on the VDA to

restart the registration process

and verify that the VDA registers

successfully. Confirm that the

Delivery Controllers configured

for the VDA are accurate via the

details in the Application event

log.

Use a ping to verify that the

Delivery Controller and the VDA

can successfully communicate. If

not, resolve any firewall or

network issues.

[Cloud]: ContactLost

207

The Delivery Controller lost

connection with the VDA. This can

be caused by network disruptions.

Verify that the Desktop Service is

running on the VDA. Start if

stopped.

BrokerRegistrationLimitReache

301

The Delivery Controller has reached

the configured maximum number of

VDAs that are allowed to

concurrently register with it. By

default, the Delivery Controller

allows 10,000 concurrent VDA

registrations.

Consider adding Delivery

Controllers to the Site or creating

a new Site.

You can also increase the

number of VDAs allowed to

concurrently register with the

Delivery Controller via the

HKEY_LOCAL_MACHINE\Softw

are\Citrix\DesktopServer\MaxWo

rkers registry key.

See Knowledge Center article,

Registry Key Entries Used by

XenDesktop (CTX117446) for

more information. Note that

increasing this number might

require additional CPU and

memory resources for the

Controller.

SettingsCreationFailure

208

The Broker did not construct a set of

settings and configurations to send

to the VDA. If the Broker is unable

to gather the data, registration fails

and the VDA becomes unregistered.

Check the Event logs on the

Delivery Controller for any errors.

Restart the Broker Service if a

specific issue is not evident in

the logs. Once the Broker

Service is restarted, restart the

Desktop Service on the affected

VDA(s) and verify that they

successfully register.

[Cloud]: SettingsCreationFailure

208

The Broker did not construct a set of

settings and configurations to send

Restart the Desktop Service on

Error Code

Error Code ID

Issue Description

Action Description

to the VDA. If the Broker is unable

to gather the data, registration fails

and the VDA becomes unregistered.

the affected VDA(s) and verify

that they successfully register.

Contact Citrix support.

SendSettingsFailure

204

The Broker did not send settings

and configuration data to the VDA. If

the Broker can gather the data but

is unable to send it, registration

fails.

If limited to a single VDA, restart

the Desktop Service on the VDA

to force re-registration and

validate that the VDA registers

successfully via the Application

event log. Troubleshoot any

errors seen.

Refer to troubleshooting steps

listed in Knowledge

center article, Troubleshooting

Virtual Desktop Agent

Registration with Delivery

Controllers in XenDesktop

(CTX126992), for common

problems that cause

communication issues between

the Controller and the VDA.

AgentRequested

An unknown error occurred.

Contact Citrix support.

DesktopRestart

201

An unknown error occurred.

Contact Citrix support.

DesktopRemoved

202

An unknown error occurred.

Contact Citrix support.

SessionAuditFailure

205

An unknown error occurred.

Contact Citrix support.

UnknownError

300

An unknown error occurred.

Contact Citrix support.

RegistrationStateMismatch

302

An unknown error occurred.

Contact Citrix support.

Unknown

An unknown error occurred.

Contact Citrix support.