Remote Clients Known Issues

The following article includes details on issues that you may encounter while working with Remote Clients (formerly Remote Clients). We provide solutions and workarounds whenever possible.

Issue 1: No Remote Clients data in Real-Time DX Console or the VDI App

From Citrix Virtual Apps and Desktops (CVAD) release 2109, third-party virtual channels must be explicitly allowed. A policy that controls the allow list was automatically enabled with CVAD 2109. To learn more, see the official Citrix blog article.

If you don't see Remote Clients data in your Real-Time DX Console or in the VDI App, check the Windows Event Log for entries from the rpm source (Citrix):

Solution

You must add the process path for the ControlUp Agent retrieving Remote Clients data to the virtual channel allowlist. For details, see the Citrix documentation. Use the parameters listed below depending on the CVAD release you use.

CVAD Releases before 2206

Add to the virtual channel allowlist for Remote Clients to CVAD releases before 2206:

• Virtual channel name: CUEPUX

• Process: C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe

• Allow list entry: CUEPUX,C:\Program Files\Smart-X\ControlUpAgent\Version #.#.#.#\cuAgentHelper.exe

CVAD Release 2206 and higher

If you use CVAD release 2206 or higher, you can add a wildcard for the version number and use the following parameters when you add to the virtual channel allowlist:

• Virtual channel name: CUEPUX

• Process: C:\Program Files\Smart-X\ControlUpAgent\\cuAgentHelper.exe*

• Allow list entry: CUEPUX,C:\Program Files\Smart-X\ControlUpAgent\*\cuAgentHelper.exe

If you don't want to add the virtual channel, you can follow the workaround by disabling the virtual channel allowlist policy in CVAD 2109 and higher. Once disabled, restart the VDA to apply the Virtual channel allowlist policy.

Issue 2: MacOS might not display values correctly when connected via VPN

When you monitor MacOS, values that are related to the network connection might not be displayed correctly when connected to a VPN. These values include NIC name, NIC speed, Gateway, and others.

Workaround

If you want to accurately monitor these values from MacOS, that device should not be connected to your infrastructure via VPN.

Issue 3: For linux sessions, Wi-Fi signal is displayed as 0% instead of N/A

When using a Linux device such as HP ThinPro, IGEL, Stratodesk or Dell Wyse, the WiFi Signal metrics shows 0% even when no Wi-Fi is turned on.

A number of metrics are used to calculate the Client Device Score metric, including WiFi Signal.

Workaround

To exclude the WiFi Signal metric from the calculation

1. In the console, go to Settings > Stress and navigate to the folder where your Linux devices reside.

2. Click the Sessions tab and select WiFi Signal.

3. Uncheck the checkboxes Inherit.., Yellow, and Red. This ensures that a WiFi signal of 0% does not affect the calculation.
   

4. Click Apply to save the settings.

To fix the issue with the wrong display, we're working on a new release of the Remote Clients plugin.

Issue 4: BSOD when Remote Clients has not been added to the CVAD virtual channel allow list

Possible Solutions

There are two possible solutions to fix this issue:

1. As the prefered solution, we recommend to add the process path for the ControlUp Agent retrieving Remote Clients data to the virtual channel allow list. For details, refer to the Citrix documentation. Use the parameters listed below depending on the CVAD release you are using.

2. Disable Remote Clients by adding the EnableClientMetrics registry key to all VDA devices under HKLM\SOFTWARE\Smart-X\ControlUp\Agent\

Issue 5: No Remote Clients data displayed on Windows 10 VDA (Horizon)

Make sure that all virtual channels are allowed. To do so, use the following registry settings.

From Omnissa Horizon release version 2412 onwards:

For release versions lower than 2412, use the following registry settings:

You can find more information in the following official Omnissa (formerly VMware) documentation:

• Enabling Virtual Channel Allow List

• Adding a Virtual Channel to the Allow List

Workaround

You can manually set the following registry settings on each Horizon VDI by using the Controllers pane in the Real-Time DX Console.

From Omnissa Horizon release version 2412 onwards:

For release versions lower than 2412:

Permanent Fix

Include the registry keys as described above in your VDA golden images or via Group Policy.

Issue 6: Dell Wyse - No Remote Clients data displayed (Citrix)

When using Citrix Workspace App on a Dell Wyse device, no Remote Clients data is displayed when publishing the configuration via the editor in the WMS console.

Root Cause

When installing additional packages after the Remote Clients package is published, the cuepux configuration is deleted from the module.ini file of Citrix.

Workaround

To fix this issue:

1. First, install the additional packages as needed on your Dell Wyse device.

2. Follow these steps to Install Remote Clients on your device.

Issue 7: Citrix viewer crashes or displays a gray screen on macOS version 10.x

This issue occurs because the file \Users\[user]\Library\Application Support\Citrix\Modules is corrupted after installing Remote Clients.

Workaround

To fix this issue:

1. Restore the Modules file to the way it was before you installed Remote Clients.

2. Open the Modules file and manually add the entries required for Remote Clients. The entries you need to add are shown below.

...
[ICA 3.0]
VirtualDriver=cuepux, ...
cuepux=On
...
[cuepux]
DriverName=cuepux.dll
...

3. Save the Modules file.

Issue 8: Custom latency target not appearing in connection graphic

The graphic showing a client device's connection always shows the latency target as "Google 8.8.8.8" even if you have set a custom latency target. The latency data is correct, but the label is not updated to reflect the custom target you have set. We are working to fix this issue in an upcoming Real-Time DX version.