Citrix failure screenshots show a white window that says Connected

Updated

Citrix failure screenshots show a white window that says Connected

Applies to: LoadGen Full Agents that run Citrix Basic or Citrix Enhanced load profiles with Citrix Workspace app 2503 or later.

Problem

The test runs, but every failure screenshot shows a white window with the text Connected instead of the Citrix session (for example with Has screenshots turned on in the User Fleet list on Testing > Active Test). A Send screenshot to database action in the workload shows the same white window.

It often starts after a move to new Full Agent machines or after an upgrade of Citrix Workspace app.

To check the version, look up Citrix Workspace app in Control Panel > Programs and Features on the machine running the LoadGen Full Agent. Workspace app 2503 shows as version 25.3, a later release shows a higher number (2603 shows as 26.3).

Is the session itself missing? If the Full Agent machine shows Initializing or Connected instead of the session while the test runs, that is a different issue: see Second, and following Citrix Sessions keeps giving message Initializing or Connected.

Cause

Citrix Workspace app can draw the session with a DirectX 11 hybrid renderer. With that renderer on, the screenshot the Citrix client takes for LoadGen shows the client window instead of the session.

In Workspace app 2503, Citrix renamed the registry value that turns this renderer off. From 2503 on, the value is UseD3D11 (Citrix article CTX583393).

Solution

Do this on every machine running a LoadGen Full Agent that runs Citrix sessions. You need local administrator rights on the machine.

  1. Open Command Prompt or PowerShell as administrator and set the value:

    reg add "HKLM\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\GfxRender" /v UseD3D11 /t REG_DWORD /d 0 /f

  2. Restart the machine. Citrix requires a restart before the value takes effect.

  3. Check the value. The command below shows UseD3D11 REG_DWORD 0x0:

    reg query "HKLM\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\GfxRender" /v UseD3D11

  4. Run a short test with one user on this Full Agent. Let one step fail (for example a wait for a window that never opens, with a short timeout), or add a Send screenshot to database action. The screenshot now shows the session.

  5. Set the value on the other Full Agent machines. With many machines, use a Group Policy Preferences registry item: hive HKEY_LOCAL_MACHINE, key path SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\GfxRender, value name UseD3D11, type REG_DWORD, value data 0. Restart the machines after the policy has applied.

Good to know

  • Keep the other Citrix graphics settings on the machine, such as the Hardware acceleration for graphics policy, as they are. UseD3D11 comes in addition to them.
  • Check the value again after every Citrix Workspace app upgrade (step 3). An upgrade can remove it.
  • Use the 32-bit Citrix Workspace app on Full Agent machines. The registry key above belongs to the 32-bit app.
  • Switching from Citrix Basic to Citrix Enhanced does not change this. Both take the failure screenshot through the Citrix client.
  • Workspace app 2409 and older read the value UseD3DHybrid instead. The LoadGen Full Agent sets that value itself when its service starts, so these versions need no change.
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