Citrix is aware of an issue where the Citrix client-side WebRTC media engine HdxRtcEngine.exe sporadically crashes or the user experiences video freeze during video calls when the user is connected to certain Intel-based endpoint clients. This issue is reproduced in longer calls where the user is showing a video and sharing the screen or an application. 

This problem is specific to the Intel I5 1245U 1.6GHZ processor using the UHD Graphics 770 adapter including any of the following drivers: 

• 30.0.101.1002 

• 30.0.101.1314 

• 30.0.101.1960 

• 31.0.101.3430 

This driver is used in newer model thin-terminal and computer devices such as: 

• HP Elite Mini 600 G9 Desktop PC. Product No: 4C5J7AV 

• DELL Business Desktop OptiPlex 3000 3XRX1

• Etc. 

You should contact your OEM and inform them that you are experiencing the Intel Driver crash issue while using MS Teams Optimization in Citrix.

• For users with HP hardware systems, you should ask for the updated driver version 31.0.101.4274 or greater which addresses the issue and dramatically lowers the probability of occurrence.
• For users of all other OEMs, you should ask for the updated driver version 31.0.101.4314 which has been released to Manufacturing by Intel. Check with your hardware OEM for the updated availability date.

If the OEM is unaware of this issue, please point them to this article and they can contact their Intel representative if they have any questions.

Note: Unfortunately, Citrix does not have the contractual ability from Intel or the OEMs to redistribute any Intel drivers to the customer. Citrix is prohibited from doing this; the software must come from the OEM device manufacturer.

Problem Cause

The issue is the result of a problem in the Intel graphics device driver on those clients. The device driver issue causes the memory used by the HdxRtcEngine.exe process to grow, become fragmented, and causes the crash or freeze issue. 
This problem is more frequent and sudden if the user has multiple monitors connected to the endpoint.