Product Documentation

Session Recording Playerに障害が発生した場合の録画の検索

May 28, 2016

If you experience difficulties when searching for recordings using the Session Recording Player, the following error messages may appear on the screen:

  • Search for recorded session files failed. The remote server name could not be resolved: servername. where servername is the name of the server to which the Session Recording Player is attempting to connect. The Session Recording Player cannot contact the Session Recording Server. Two possible reasons for this are an incorrectly typed server name or the DNS cannot resolve the server name.

    Resolution: From the Player menu bar, choose Tools > Options > Connections and verify that the server name in the Session Recording Servers list is correct. If it is correct, from a command prompt, run the ping command to see if the name can be resolved. When the Session Recording Server is down or offline, the search for recorded session files failed error message is Unable to contact the remote server.

  • Unable to contact the remote server. This error occurs when the Session Recording Server is down or offline.

    Resolution: Verify that the Session Recording Server is connected.

  • Access denied error. An access denied error can occur if the user was not given permission to search for and download recorded session files.

    Resolution: Assign the user to the Player role using the Session Recording Authorization Console.

  • Search for recorded session files failed. The underlying connection was closed. Could not establish a trust relationship for the SSL/TLS secure channel. This exception is caused by the Session Recording Server using a certificate that is signed by a CA that the client device does not trust or have a CA certificate for.

    Resolution: Install the correct or trusted CA certificate workstation where the Session Recording Player is installed.

  • The remote server returned an error: (403) forbidden. This error is a standard HTTPS error that occurs when you attempt to connect using HTTP (nonsecure protocol). The server rejects the connection because, by default, it is configured to accept only secure connections.

    Resolution: From the Session Recording Player menu bar, choose Tools > Options > Connections. Select the server from the Session Recordings Servers list, then click Modify. Change the protocol from HTTP to HTTPS.

Troubleshoot MSMQ

If your users see the notification message but the viewer cannot find the recordings after performing a search in the Session Recording Player, there could be a problem with MSMQ. Verify that the queue is connected to the Session Recording Server (Storage Manager) and use a Web browser to test for connection errors (if you are using HTTP or HTTPS as your MSMQ communication protocol).

To verify that the queue is connected:

  1. Log on to the server hosting the Session Recording Agent and view the outgoing queues.
  2. Verify that the queue to the computer hosting the Session Recording Server has a connected state.
    • If the state is “waiting to connect,” there are a number of messages in the queue, and the protocol is HTTP or HTTPS (corresponding to the protocol selected in the Connections tab in the Session Recording Agent Properties dialog box), perform Step 3.
    • If state is “connected” and there are no messages in the queue, there may be a problem with the server hosting the Session Recording Server. Skip Step 3 and perform Step 4.
  3. If there are a number of messages in the queue, launch a Web browser and type the following address:
    • For HTTPS: https://servername/msmq/private$/CitrixSmAudData, where servername is the name of the computer hosting the Session Recording Server
    • For HTTP: http://servername/msmq/private$/CitrixSmAudData, where servername is the name of the computer hosting the Session Recording Server

    If the page returns an error such as The server only accepts secure connections, change the MSMQ protocol listed in the Session Recording Agent Properties dialog box to HTTPS. Otherwise, if the page reports a problem with the Web site’s security certificate, there may be a problem with a trust relationship for the SSL/TLS secure channel. In that case, install the correct CA certificate or use a CA that is trusted.

  4. If there are no messages in the queue, log on to the computer hosting the Session Recording Server and view private queues. Select citrixsmauddata. If there are a number of messages in the queue (Number of Messages Column), verify that the Session Recording StorageManager service is started. If it is not, restart the service.