Citrix Session Recording Service - Failure of installing Session Recording servers from within the cloud

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Article ID: CTX696425

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Updated On:

Description

Logs seen in the event logs of target server to install Session Recording Server

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Cause

Check DB process failed as seen in installation logs

2026/03/24 17:01:26 Start to check database connection
2026/03/24 17:01:26 Try to connect database
2026/03/24 17:01:26 Connect string: Data Source='XXXX'; Initial Catalog='master';User Id=XXXX; Password= 
2026/03/24 17:01:27 Open
2026/03/24 17:01:56 Check DB done
2026/03/24 17:01:56 {
    "Database":  {
                     "ReturnCode":  "DBCheckDBEmptyException System.Management.Automation.MethodInvocationException: Exception calling \"Open\" with \"0\" argument(s): \"Database \uXXXX\uXXXX on server \uXXXXXXXX\uXXXX is not currently available.  Please retry the connection later.  If the problem persists, contact customer support, and provide them the session tracing ID of \uXXXX{xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx}\uXXXX.\" ---\uxxxx System.Data.SqlClient.SqlException: Database \uXXXX\uXXXX on server \uXXXXXXXX\uXXXX is not currently available.  Please retry the connection later.  If the problem persists, contact customer support, and provide them the session tracing ID of \uXXXX{xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxx}\uXXXX.\r\n   at System.Data.SqlClient.SqlInternalConnectionTds..ctor(DbConnectionPoolIdentity identity, SqlConnectionString connectionOptions, SqlCredential credential, Object providerInfo, String newPassword, SecureString newSecurePassword, Boolean redirectedUserInstance, SqlConnectionString userConnectionOptions, SessionData reconnectSessionData, DbConnectionPool pool, String accessToken, Boolean applyTransientFaultHandling, SqlAuthenticationProviderManager sqlAuthProviderManager)\r\n   at System.Data.SqlClient.SqlConnectionFactory.CreateConnection(DbConnectionOptions options, DbConnectionPoolKey poolKey, Object poolGroupProviderInfo, DbConnectionPool pool, DbConnection owningConnection, DbConnectionOptions userOptions)\r\n   at System.Data.ProviderBase.DbConnectionFactory.CreatePooledConnection(DbConnectionPool pool, DbConnection owningObject, DbConnectionOptions options, DbConnectionPoolKey poolKey, DbConnectionOptions userOptions)\r\n   at System.Data.ProviderBase.DbConnectionPool.CreateObject(DbConnection owningObject, DbConnectionOptions userOptions, DbConnectionInternal oldConnection)\r\n   at System.Data.ProviderBase.DbConnectionPool.UserCreateRequest(DbConnection owningObject, DbConnectionOptions userOptions, DbConnectionInternal oldConnection)\r\n   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection owningObject, UInt32 waitForMultipleObjectsTimeout, Boolean allowCreate, Boolean onlyOneCheckConnection, DbConnectionOptions userOptions, DbConnectionInternal\uxxxx connection)\r\n   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection owningObject, TaskCompletionSource`1 retry, DbConnectionOptions userOptions, DbConnectionInternal\uxxxx connection)\r\n   at System.Data.ProviderBase.DbConnectionFactory.TryGetConnection(DbConnection owningConnection, TaskCompletionSource`1 retry, DbConnectionOptions userOptions, DbConnectionInternal oldConnection, DbConnectionInternal\uxxxx connection)\r\n   at System.Data.ProviderBase.DbConnectionInternal.TryOpenConnectionInternal(DbConnection outerConnection, DbConnectionFactory connectionFactory, TaskCompletionSource`1 retry, DbConnectionOptions userOptions)\r\n   at System.Data.SqlClient.SqlConnection.TryOpenInner(TaskCompletionSource`1 retry)\r\n   at System.Data.SqlClient.SqlConnection.TryOpen(TaskCompletionSource`1 retry)\r\n   at System.Data.SqlClient.SqlConnection.Open()\r\n   at CallSite.Target(Closure , CallSite , Object )\r\n   --- End of inner exception stack trace ---\r\n   at System.Management.Automation.ExceptionHandlingOps.CheckActionPreference(FunctionContext funcContext, Exception exception)\r\n   at System.Management.Automation.Interpreter.ActionCallInstruction`2.Run(InterpretedFrame frame)\r\n   at System.Management.Automation.Interpreter.EnterTryCatchFinallyInstruction.Run(InterpretedFrame frame)\r\n   at System.Management.Automation.Interpreter.EnterTryCatchFinallyInstruction.Run(InterpretedFrame frame)",
                     "Result":  false,
                     "Description":  null
                 }
}

 

Resolution

To verify the database instance status and address any potential connectivity issues.

Although the database is managed by the customer, meeting the database requirements is mandatory for the Session Recording service to function correctly:

  • The database service is reachable.
  • The database instance has been created.
  • The configured user has the required permissions on the database instance.
  • The database type is correctly configured and matches the actual database in use.

Issue/Introduction

Process of installing Session Recording servers from within the cloud fails after an extended period waiting on 'Installation in progress'

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