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XenApp sessions crashing continuously


Antti Kari

Question

Hi

We recently deployed a new XenApp application environment to production. After that we immediately started suffering from a serious issue. Before going to production we tested the new environment for 5 months, and we didn't see any issues during test period. We a have support ticket open with Citrix regarding this issue, but it's not going forward as fast as it should, this issue needs to be resolved ASAP. So might as well ask an opinion here.

Description:
For some reason random users' random applications and sessions are being suddenly terminated, no errors, no warnings, nothing shown on the user's side, application just vanishes under the current session. Applications under different sessions/servers are not affected. Through Citrix Director we can see that in these cases the failing application is winlogon.exe, with a reference to ntdll.dll file. Not much else is shown. Users have to re-open application to continue working. We get these disconnections around 10-60 per hour, regardless of the application, delivery group, or VDA server. It seems the session itself crashes on XenApp server side, not the application.

Has anyone else seen this kind of behavior? And possibly found a solution for it?

Setup:

  • VMware ESX 6.5.0 on HPE Simplivity servers
  • XenApp 7.17/7.18 (DC's are 7.18, VDA'a are 7.17)
  • MCS > VDA deployment
  • 5 Master Images, WS 2016 + updates (including 1 test)
  • 12 VDA servers, WS 2016 + updates (including 1 test)
  • 2 Delivery controller & Storefront servers, WS 2016 + updates
  • 1 license & DB server WS 2016 + updates
  • Citrix Receiver 4.12 (mostly)
  • Around 300 users total, W7 and W10 clients
  • Mostly LAN connections, some externals through VPN/firewall


Error messages on the VDA server's event log below, when the failure happens.

Event ID 1000
Faulting application name: winlogon.exe, version: 10.0.14393.2515, time stamp: 0x5b885456
Faulting module name: ntdll.dll, version: 10.0.14393.2485, time stamp: 0x5b84c483
Exception code: 0xc0000264
Fault offset: 0x00000000000a54d0
Faulting process id: 0x1df4
Faulting application start time: 0x01d47cc75594c11f
Faulting application path: C:\Windows\system32\winlogon.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 7f6a8658-6efe-423e-abd0-f0126660ce22
Faulting package full name:
Faulting package-relative application ID:

And soon after that the following errors:

Event ID 7031
The CDPUserSvc_1f9ab32b service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 3000 milliseconds: Restart the service.

Event ID 7031
The Sync Host_1f9ab32b service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 10000 milliseconds: Restart the service.

Event ID 7009
A timeout was reached (120000 milliseconds) while waiting for the CDPUserSvc_1f9ab32b service to connect.

Event ID 7000
The CDPUserSvc_1f9ab32b service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Event ID 7009
The CDPUserSvc_1f9ab32b service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Event ID 1017
The Citrix ICA Transport Driver connection from 10.xx.xx.xx:52152 to port 2598 was unexpectedly closed during its SSL handshake phase.

 

Any ideas?

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4 answers to this question

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Fortunately, yes.

 

It was getting really bad for us, around 60 disconnections per hour. Meaning very angry users. We reached a Citrix support person through a phonecall, and apparently they have had a similar case (or cases) before. We were told to upgrade our VDA servers first thing. So we upgraded one of the VDA servers from 7.17 to 7 1808.2, and monitored the results. It worked wonders, no more session crashes/disconnects on that server. After some quick testing we rolled out the newest version to the rest of the problematic VDA servers > issue solved. The rest of the components will be updated on a quieter moment.

 

From this experience I recommend upgrading (at least the VDA servers, but preferably all of the componentes), to latest version, if possible. Originally we couldn't use 7.18, because we experienced some serious lagging and slowdown's on one of our applications, but 7 1808 seems to have fixed that issue too.

 

Hope this helps!

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Thats a serious amount of failed sessions, were getting 3/4 per day at the moment with 160 concurrent sessions but still 3/4 too many and can't imagine how bad it could be when we have 500 on there

 

We can't go to 7.18 because of the same problems you mentioned above, will give 1808 a try and see where that leaves us

 

thanks fo coming back to me

 

Kyle

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