When Admin tries to add/register new PVS or Storefront Servers for monitoring, the eror message appears: Incorrect token. Ensure you copy and paste the token correctly.

The token is valid.

Network trace shows 500 response code when the request is send to https://director-eu-b.cloud.com/Director/service.svc/web/RegisterDirectorAgent

CitrixInfraMonitor.exe process on the PVS or Storefront server listens on port 9595 but there is no evidence of any incoming connection. 

Proxy is used in the environment.

Verify Proxy configuration on the Cloud connector using NETSH tool. Open CMD.exe as administrator and run: netsh winhttp show proxy

Check if there is any bypass list configured and if the wildcards are in use.

Example:

Current WinHTTP proxy settings:
Proxy Server(s) : myproxyserver:8080
Bypass List    : *.domain.com;*.domain.loc

Add PVS Server / Storefront Server FQDN to the bypass list using NETSH tool.

Example: set proxy proxy-server="myproxyservername:port" bypass-list="PVS_server.domain.com, SF_servername.domain.dom, .domain.com, .domain.loc"

This change requires the restart of citrix service (Citrix Remote Broker Provider) on connector. Please perform this outside of Production hours.

Problem Cause

Proxy was blocking internal traffic. 

Proxy was not bypassed correctly.

Citrix Product limitation: Currently the wildcards in bypass-list are not handled by the Citrix monitoring component on the Connector.

This will be addressed in the future release.

NETSH tool documentation: https://learn.microsoft.com/en-us/windows/win32/winhttp/netsh-exe-commands

Citrix Infrastructure Monitoring documentation: https://docs.citrix.com/en-us/citrix-daas/monitor/infrastructure-monitoring/getting-started.html