Product Documentation

Troubleshooting common issues

Dec 07, 2016

Slow Logons

For information about known issues with slow logons and workarounds, see CTX101705.

Checking That Profiles Are Being Streamed

If you have enabled streamed user profiles and want to verify that this feature is being applied to a user's profile:
  1. Check the following type of entry in the Profile management log file:
    2010-03-16;16:16:35.369;INFORMATION;;;;1140;ReadPolicy: Configuration value read from policy: PSEnabled=<1>

    The last item should be set to PSEnabled=<1> if the feature is enabled.

  2. Check the following entry for the user in the Profile management log file:
    2010-03-16;20:17:30.401;INFORMATION;<domain name>;<user name>;2;2364;ProcessLogon: User logging on with Streamed Profile support enabled.

    If streamed user profiles are not being applied, the item reads ProcessLogon: User logging on with Streamed Profile support disabled.

Determining Which Policies Are In Force

Use UPMSettings.ini (located in the root folder of each Citrix user profile in the user store) to determine the Profile management policies that are being applied. Examining this file may be more convenient than using the Resultant Set of Policy (RSoP) especially if you use a mixture of GPOs and .ini file settings to determine policies.

Use UPMFRSettings.ini (also located in the root folder) to determine which profile folders are not processed because they are on an exclusion list.

Excluding Corrupt Profile Data

If a user profile is corrupt and you are confident the problem lies with a particular file or folder, exclude it from the synchronization process by adding it to the exclusion list.

Cleaning Connections to Registry Entries

In some scenarios (not just those involving Profile management), connections to registry profile data are preserved after users log off. This may result in slow logoffs or incomplete termination of user sessions. The User Profile Hive Cleanup (UPHClean) tool from Microsoft can help resolve these scenarios.

Deleting Local Profiles

Microsoft Delprof.exe and Sepago Delprof2 are tools that help you delete user profiles.

Deleting Locked, Cached Profiles

If you use VMware software to create virtual desktops, but users' cached profiles are locked and cannot be deleted, see Profile management and VMware for troubleshooting information.

Identifying Where Profiles Are Stored

Diagnosing profile issues can involve locating where the files in a user's profiles are stored. This procedure provides a quick way to check this.
  1. In Event Viewer, click Application in the left pane.
  2. Under Source in the right pane, locate the Citrix Profile Management event of interest and double-click it.
  3. The path to the user store associated with the event is displayed as a link on the General tab.
  4. Follow the link to browse the user store if you want to explore the files.

Checking Servers

To determine whether a server is processing a user's logons and logoffs correctly, check the file called PmCompatibility.ini in the user's profile in the user store. The file is located in the profile's root folder. The last entry in the file is the name of the server from which the user last logged off. For example, if the server runs Profile management 5.0, the entry would be:
[LastUpdateServerName] 
5.0=<computer name>

Roll back

You can roll back to earlier versions of Profile management. To do this, run del /s from the command line on the file server that hosts the user store. This deletes the file PmCompatibility.ini from each profile. For example, if the local path to the user store is D:\UpmProfiles, run:

 del /s D:\UpmProfiles\pmcompatibility.ini

After the command has completed, users can log on to computers running the earlier version and receive their profile from the user store.

Profile Management Running on VMware Creates Multiple Profiles

Replicated VMware folders are created in user profiles. The replicates have incremented folder names (000, 001, 002, and so on). For more information about this issue and how to resolve it, see CTX122501.

Long Logon Times With Novell eDirectory

When users log on to an environment involving Citrix products and Novell eDirectory (formerly known as Novell Directory Services), long logon times may be experienced and errors written to the event log. Sessions may hang or freeze for up to 30 seconds at the Applying your personal settings stage. For more information about this issue and how to resolve it, see CTX118595.

Excluded Folders in User Store

Excluded folders appear in the user store. This is expected and no corrective action is required; folders on an exclusion list are created in the user store but their contents are not synchronized.

Missing Information In Log File

Activating debug mode does not automatically enable full logging. In Log settings, verify that you have selected all of the checkboxes for the events you want to log.

Tip: You may have to scroll down to enable the last checkboxes on the list.

GPO Settings Inoperative

You change a GPO setting but it is not operative on the computer running the Citrix Profile Management Service. This might be because GP does not refresh immediately but instead is based on events or intervals specified in your deployment. If you want to refresh GP immediately, run gpupdate /force on the computer.

For your changes to take effect, run the gpupdate /force command from the command prompt as documented at http://technet.microsoft.com/en-us/library/bb490983.aspx.

Users Receive New or Temporary Profiles

By default, users are given a temporary profile if a problem is encountered (for example, the user store is unavailable). However, you can instead configure Profile management to display an error message and then log users off. This can help with troubleshooting.

For instructions on configuring this feature, see To force user logoffs.

In some circumstances, when they log on, users receive a new profile instead of their cached profile. For more information about this issue and a workaround for it, see CTX118226.

Users may also receive a temporary profile if a local profile is present after the copy in the user store is removed. This situation can arise if the user store is cleared but local profiles are not deleted at logoff. Profile management treats such partial removal of profiles as a network, share, or permissions error, and provides the user with a temporary profile. For this reason, partial removal is not recommended. To workaround this issue, log on to the affected computer and delete the profile manually.

If your deployment includes personal vDisks (a XenDesktop feature), users may receive temporary profiles if the default processing of these disks has not been correctly adjusted. For information on this, see To migrate user profiles.

Profile Data Lost When XenDesktop Sessions Become Unresponsive

In a XenDesktop deployment, disconnecting from a Remote Desktop Protocol (RDP) session can cause a virtual desktop to become unresponsive or to restart. This impacts Profile management because it causes profile data to be lost when the session ends. The issue is fixed in Citrix Virtual Desktop Agent Version 3.1.3242 and later.

Users Cannot Log On (Event ID 1000, Source Userenv)

Users are unable to log on to a Citrix environment and receive the following error message: “Windows did not load your roaming profile and is attempting to log you on with your local profile... Contact your network administrator.” This appears in the Application event log on Windows as Event ID 1000, with source Userenv.

For more information about this issue and other workarounds for it, see CTX105618.

Printing

In Citrix XenDesktop environments, a user can select a default printer but in some cases the selection is not retained between logons. This has been observed when a XenDesktop policy is used to set printers on pooled virtual desktops based on a Citrix Provisioning Services vDisk in Standard Image mode. This issue does not originate with Profile management even though the Profile management log file shows that the registry entry for the printer is copied at logoff (which is expected) but NTUSER.dat for the user does not contain the entry (which is not expected). The issue in fact originates with the way XenDesktop uses the DefaultPmFlags registry setting. For more information on this, see CTX119066.

In some cases, unexpected printers are added to profiles and, after users remove them, the printers reappear at the next logon. For more information, see the Profile management support forum.

Problems With Application Settings on Multiple Platforms

You may experience problems where application settings do not roam correctly across multiple platfoms.Typical these result from:

  • Settings that are not applicable from one system to another (for example, hardware specific settings that are not on every system).
  • Applications that are installed differently on different systems (for example, an application that is installed on a C: drive on one system but on D: on another, an application that is installed in C:\Program Files on one system but in C:\Program Files (x86) on another, or an Excel add-in installed on one system but not another).
  • Applications that store setting information outside of the profile (for example, information stored in the local machine's settings or outside the user profile).
  • Language-specific configuration settings stored in the registry. Profile management automatically translates language-specific folder names in Version 1 profiles but not in the registry.

In most instances, these issues can be minimized by better standardization of the systems that cause the issues. However, often the issues result from inherent incompatibilities (with multiple platforms) of the OS or the respective application. If the problematic settings are not critical, excluding them from the profile might resolve the issue.

Profiles Owned by Unknown Accounts

On rare occasions, a profile can appear to belong to an unknown account. On the Advanced tab of the System Properties dialog box for a computer, Account Unknown is displayed when you click Settings in User Profiles. This is accompanied by an event log entry, "Profile notification of event Create for component <application ID> failed, error code is ???." In the registry, the application ID points to the SHACCT Profile Notification Handler, a Microsoft component.

To confirm that this occurs in your environment, log on as a user whose data is not processed by Profile management, and check for these symptoms.

This is not an issue with Profile management but may be the result of Active Directory interacting badly with virtual machine snapshots. The operation of Citrix user profiles is unaffected; users can log on and off, and their profile changes are preserved.