Installing Session Recording Agent 2402 CU2 from the ISO on a VDA machine fails with the following error message:
Service ‘Citrix Session Recording Agent’ (CitrixSmAudAgent) failed to start. Verify that you have sufficient privileges to start system services.

The same error occurs when attempting to install the agent directly using SessionRecordingAgentX64.msi, even when the installation is performed by a local administrator.

The installation log shows the following error:
Product: Citrix Session Recording Agent — Error 1920. Service ‘CitrixSmAudAgent’ (CitrixSmAudAgent) failed to start. Verify that you have sufficient privileges to start system services.

After the failure, the Citrix Session Recording Agent service does not appear in Windows Services.

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.

On the affected machine, perform the following steps:

1.Open Registry Editor (regedit).
2.Navigate to HKEY_LOCAL_MACHINE.
3.From the menu, select Edit > Find.
4.Search for “session recording agent”.
5.Locate and delete the key found under:
HKEY_LOCAL_MACHINE\Software\Classes\Installer\Products\
6.Close Registry Editor.
7.Re-run the Session Recording Agent 2402 CU2 installation.
After removing the stale registry entry, the installation should complete successfully.

Caution! Refer to the Disclaimer at the end of this article before using the Registry Editor.

When installing Citrix Session Recording Agent 2402 CU2 on a VDA, the installation may fail with Error 1920, indicating that the Citrix Session Recording Agent service could not be started.