Administrators may encounter a delay when retrieving the list of machines from Citrix Cloud in a particular resource location. This issue is often observed under the following circumstances:

• The Cloud Connector is unavailable or unresponsive.
• The connector is undergoing maintenance or is being decommissioned.
• Network-level interruptions are occurring.
• Citrix services on the connector are not running.

The issue can be resolved by ensuring proper failover to a functional redundant connector. The following steps were implemented:

1. Failover to Redundant Connector: The immediate resolution involved the system successfully failing over to a healthy redundant connector. This restored communication between the resource location and Citrix Cloud.
2. Reboot Cloud Connector Servers: To address the root cause, both Cloud Connector servers in the affected resource location were rebooted. This action restored the connection with Citrix Cloud and eliminated the timeout and authentication failure errors. The reboot ensured that Citrix services were restarted and any underlying issues were resolved.

By ensuring a properly configured redundant Cloud Connector environment and promptly addressing issues with the primary connector, delays in machine retrieval within Citrix Cloud can be effectively mitigated.

Problem Cause

When the primary Cloud Connector becomes unavailable, Citrix Cloud initiates a failover process to a redundant connector (in a properly configured environment). However, this failover is not immediate. Citrix Cloud initially waits for a timeout period while attempting communication with the original, unresponsive connector. This wait time results in a noticeable delay before the system switches to the redundant connector, causing the delays in retrieving machine lists.