IZ79359: ACCESSAGENT HANGS UP CITRIX USER SESSIONS

APAR status

• Closed as program error.

Error description

• Problem:
  
  
  We have a problem using the AccesAgent in our Citrix
  environment. When
  a user logs on in Citrix the AccessAgent software is loaded.
  Result is that users have Single Sign-On.
  The problem is that for multiple users the Citrix session
  suddenly
  hangs.
  
  It is not related to any specific software application (it can
  be MS Excel, Internet Explorer, Windows Explorer, MS Word etc.).
  
  Multiple users are infected on multiple Citrix servers.
  
  As soon as we disable the AccessAgent for the users (we just
  disallow
  start of the software in the Citrix session) the users never
  hang.
  
  We are using AccessAgent 8.0.1.2901.
  
  We also received an ifix for WinSSOAgent.dll from PMR
  07905,211,788
  which we are using.
  
  We have changed the loglevel from "1" to "0" on all Citrix
  servers
  this has made no difference.
  
  I want to let you know that our Citrix servers are automatically
  rebooted every night to clear all user sessions (if applicable)
  en free
  all resources.
  All users sessions are always load balanced over all available
  Citrix
  servers.
  
  value "Maximum number of cached wallets" is already set to
  999999999
  
  -> Now the Customers citrix environment has grown, where they
  have more
  cirtix sessions and users and now they are experiencing the same
  problem.
  -> Problem happens at intermittent times.
  -> Some Users have the Access Agent on there machine some do
  not.
  -> Mainly the Access Agent is on the citrix server
  Workflow when problem is seen:
  Access Agent is installed on citrix server, user connects to
  citrix
  server from the machine to work.
  When the User is working and then the hang happens from there
  connection
  The User then cannot do anything as the session just hangs.
  tech team who look after the citrix server have to log the User
  session
  off from citrix server side.
  The user then has to make a new connection to the citrix server
  the user
  can then work until the session hangs again
  
  
  Steps to Duplicate: N/A
  
  
  Desired Behavior: Citrix not to hang
  
  
  Environment:
  
  The Citrix environment is Citrix Presentation Server 4.5 running
  on
  Windows 2003 Enterprise R2 SP2
  TAM E-SSO Access Agents 8.0.1 fixpack 1 (8.0.1.2901)
  We have double Quad core Intel Xeon CPU's
  8 GB of internal memory
  32 bit
  Citrix Presentation Server 4.5 with Rolluppack 4
  (PSE450W2K3R04).
  
  There are 7 citrix server in total and there about 160 active
  citrix
  users spread aross these 7 servers.
  On average, there are about less than 40 active concurrent users
  on one
  citrix server at the same time.
  

Local fix

• N/A
  

Problem summary

• The intermittent Citrix problem with sessions hanging was
  addressed by making thread handling more efficient in
  AccessAgent.
  

Problem conclusion

• An ifix is available on request from support (8.0.1.4201). The
  problem will be addressed in next AccessAgent fix pack for
  version 8.0.1.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  SSO ACCESS AGEN

• Fixed component ID

  5724V67AG

Applicable component levels

• R801 PSY

     UP

• R810 PSY

     UP