---
title: "User Session Hangs Due to cuAgentHelper.exe"
slug: "user-session-hangs-due-to-cuagenthelper-exe"
updated: 2024-03-17T14:56:47Z
published: 2024-03-17T14:56:47Z
canonical: "support.controlup.com/user-session-hangs-due-to-cuagenthelper-exe"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.controlup.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Session Hangs Due to cuAgentHelper.exe

### Introduction

The cuAgentHelper is a helper process that runs inside a published app session. This process is related to our [**Active Application**](/tim-reorg/docs/active-application) feature.

When the ControlUp Agent is running on a Citrix machine and the Active Application feature is active, the agent checks if the registry key ***LogoffCheckSysModules*** exists and does the following:

1. If the key exists, it adds the *cuAgentHelper.exe* process name to it
2. If the key doesn't exist, it creates the key with the *cuAgentHelper.exe* value

*The usage of this registry key is embedded in the design of the Active Application feature. *The location and details of the registry key are:

- **Node**: `HKLM\SYSTEM\CurrentControlSet\Control\Citrix\wfshell\TWI`
- **Key**: `LogoffCheckSysModules`
- **Type**: REG_SZ
- **Value**: cuAgentHelper.exe

### Issue

User sessions are not logged off due to the cuAgentHelper process not closing.

### Root Cause

The registry value is read when launching a published application. For example, Citrix closes the session only for the published application process that was used. If there is another process like cuAgentHelper that was created, since it's not associated with the published application, Citrix doesn't want to force close this process and the logoff hangs.

This is the Citrix article that refers to this regkey value: [https://support.citrix.com/article/CTX891671](https://support.citrix.com/article/CTX891671)

### Solution

1. Always have the latest ControlUp Agent version installed on the machine.
2. Check if there is a Group Policy Object or Group Policy Preference (GPO/GPP) that overrides the value the agent is setting.
  - If you have a GPO/GPP in place, add the cuAgentHelper.exe to it.
  - If you don't have a GPO/GPP in place and you don't see the value, [contact our support](mailto:support@controlup.com) .