• You launch an ICA session on a  Win10 1909 VDA and from there you launch Citrix  Director to shadow an ICA session on any Win10 1909 or 2016 server/VDI with 1912 LTSR or 1912 LTSR CU1 installed. While attempting to shadow the session, msra.exe crashes on the Win 10 1909 VDA on which you opened director to shadow the session.

• Issue gets resolved by adding e msra.exe to Citrix Hook Exclusion list by creating the below registry key on the VDA from where you launch Citrix Director to Shadow the session.

Key: HKLM\SYSTEM\CurrentControlSet\services\CtxUvi 
Value Name: UviProcessExcludes 
Type: REG_SZ 
Value: msra.exe

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

A fix for this has been included in Citrix DaaS (formerly known as Citrix Virtual apps and Desktop) 1912 LTSR CU2.

https://docs.citrix.com/en-us/citrix-virtual-apps-desktops/1912-ltsr/whats-new/cumulative-update-2/fixed-issues.html
 

When you shadow a session on version 1912 LTSR or 1912 LTSR CU1 of the VDA, Microsoft Remote Assistance process (msra.exe) might exit unexpectedly. [CVADHELP-15230]

 

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Problem Cause

From the msra.exe crash dump, it was found that Citrix cxinjime64.dll (Unicode Injection IME Hook) hooks on to msra.exe in ICA session. cxinjime64.dll delayloads Picaddapi64.dll and msra.exe performs a signature validation on Picaddapi64.dll and fails to verify the digital signature for this file. As a result Citrix IME hook's attempt to load picaddpai64.dll fails when hooking to msra.exe causing msra.exe to crash.