Profile Management

Perform advanced troubleshooting

After you check the current Profile Management settings and eliminate the Profile Management logs as sources of useful information, use this checklist to troubleshoot further.

  • Check the Resultant Set of Policies (RSoP) report from the machine you’re analyzing and ensure all GPOs are applied as expected.

    To generate the report, run the gpresult command on the machine.

  • Check that you have the latest version of Profile Management installed. For more information, see Check the Profile Management version

  • Check the Profile Management support forum for solutions from other users.

  • Try to reproduce the issue on a clean machine with the same operating system as the affected machine. Install the software products one by one, and see if you can reproduce the issue after each installation. For more information, see Deploy Profile Management in a test environment.

Check the Profile Management version

To examine the version information, follow these steps:

  1. Right-click the UserProfileManager.exe file in Windows Explorer.
  2. Click Properties > Version.
  3. If it’s not the latest version, download the latest version from the My Account site. Select your Citrix product and download Profile Management from the Downloads section.


After upgrading, you can enable any later feature if needed.

Deploy Profile Management in a test environment

If logging files can’t help with troubleshooting the issue, try the troubleshooting approach used in the following example. You can use this approach to:

  • Determine which configuration settings are being read.

  • Determine where configuration settings are being read from (when multiple ADM files are present).

  • Check that the log file correctly tracks changes made to profiles.

Deployment example

Deployment in this example is as follows:

  • Citrix virtual apps servers are running on Windows Server 2003.
  • Users are connecting to their published resources using the Plug-in for Hosted Apps for Windows.
  • OU-based GPOs are used instead of the INI file-based configuration.


Editing the registry incorrectly can cause serious problems that might require you to reinstall the operating system. We cannot guarantee that problems resulting from improper use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

Troubleshooting workflow

This example includes a small test OU that comprises only one server. You can edit the profile settings of the server. Then track setting changes in the log file and in the Resultant Set of Policies (RSoP) report.

Detailed steps are as follows:

  1. From the production environment, remove one of the Citrix virtual apps servers that host the Citrix user profiles. Next, add the server to a new OU.
  2. Remove and reinstall Profile Management on the server. When reinstalling, check that short file names (also known as 8.3 file names) are activated as follows:
    • If the following registry entry is set to 1 (DWORD value), set it to 0 and reinstall Profile Management: HKLM\System\CurrentControlSet\Control\FileSystem\NtfsDisable8Dot3NameCreation. Doing so enables support for short file names.
    • If the entry isn’t set to 1, reinstall Profile Management to a location where each subfolder name is eight characters or less, for example, c:\prof-man. For later operating systems, you do not need to adjust this registry entry.
  3. Log on as a domain administrator to the server.
  4. Examine the local policy and remove the ADM file at this level.
  5. Delete any links to GPOs assigned to your new OU.
  6. On the server, delete the key and all subkeys from Registry Editor: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Citrix\UserProfileManager\.
  7. Remove any Profile Management .ini file.
  8. Using My Computer > Properties > Advanced, delete all profiles except those profiles that you want to test. Research any errors that appear.
  9. Grant the Authenticated Users group full control of the file. Doing so enables you to check the Profile Management log file when logging on as a user. The log file is C:\Windows\System32\LogFiles\UserProfileManager\<domainname>#<computername>_pm.log (where <domainname> is the computer’s domain and<computername> is its name). If the domain cannot be determined, the log file is UserProfileManager.log.
  10. Create a GPO that contains only the following settings, and then link it to your new OU. Make sure that the GPO is assigned to the Authenticated Users group. Enabled and configure these settings:

    1. Enable Profile Management.
    2. Path to user store.
    3. Enable logging.
    4. Log settings. Select all events and actions.
    5. Migration of existing profiles. Select Roaming and local profiles.
    6. Local profile conflict handling. Select Rename local profile.
    7. Delete locally cached profiles on logoff.
    8. Disable the Process logons of local administrators setting. By doing so, even if Profile Management is misconfigured and prevents user logons, you can still log on as an administrator.
  11. Control how the GPO link is applied to the OU by right-clicking the OU and selecting Block Inheritance.
  12. Create a domain test user who has never logged on and isn’t a member of any local administrator group on the server.
  13. Publish a full desktop to this user and make sure that the user is in the Remote Desktop Users group.
  14. If the domain has multiple domain controllers (DCs), force AD replication between all DCs in the same site as the server.
  15. Log on to the server as domain Administrator, delete the log file, restart the Citrix Profile Management service, and run gpupdate /force.
  16. Check the registry and make sure the only values in HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Citrix\UserProfileManager\ are the ones for your new GPO.
  17. Log out as Administrator.
  18. Make some setting changes to Internet Explorer, and create a blank test file in your My Docs folder.
  19. Create a shortcut to the Profile Management log file. Open it and examine the entries. Research any items that require attention.
  20. Log out and then back in as domain Administrator.
  21. Generate a RSoP report for the test user and the server by running gpresult.

If the report doesn’t include what you expect, research any items that require attention.

Perform advanced troubleshooting