Troubleshooting

Last published : Oct 12, 2026
If your deviceTRUST installation or configuration does not work as expected, then the Knowledge Base is a useful resource for common problems and resolutions. The following sections detail some useful knowledge base articles depending upon your deployment scenario:

Scenario: Remote

In remote scenarios, deviceTRUST® transports the context information from the user's remote device to the virtual session where the configuration is enforced. Please check the following knowledge base articles:
  • Step 1: Make sure that you have a valid license
  • Step 2: Check that your contextual security policy has been saved and deployed
  • Step 3: Check that the user is managed by deviceTRUST
  • Step 4: Check that the deviceTRUST Client Extension is installed on the remote device
  • Step 5: Check that Citrix Virtual Channel Security is configured (Citrix Only)
  • Step 6: Check that your contexts are correctly defined
  • Step 7: Exclude specific users from the deviceTRUST policy
  • Step 8: Check that the deviceTRUST Agent service is running
  • Step 9: Check that you are using the latest deviceTRUST version

Scenario: Local

In local scenarios, deviceTRUST collects context information and executes actions locally. Please check the following knowledge base articles:
  • Step 1: Make sure that you have a valid license
  • Step 2: Check that your contextual security policy has been saved and deployed
  • Step 3: Check that the user is managed by deviceTRUST
  • Step 4: Check that your contexts are correctly defined
  • Step 5: Exclude specific users from the deviceTRUST policy
  • Step 6: Check that the deviceTRUST Agent service is running
  • Step 7: Check that you are using the latest deviceTRUST version

Open a support ticket with us

Additional articles may be found by searching the Knowledge Base. However, if you are still experiencing difficulties please raise a ticket with the Citrix Support Portal at https://support.citrix.com.