Retail Licenses Not Visible in Citrix Cloud – Only CPC Licenses Displayed
Article ID: CTX696511
Updated On:
Description
Issue Description
Customers observed that:
- Retail license entitlements are missing from the Citrix Cloud > Licensing or Orders view
- Only CPC-based licenses are displayed
- The licenses are still present in the backend systems, but not visible in the Citrix Cloud UI
A Citrix Cloud backend defect causes certain Retail license entitlements to not be correctly reflected in the Citrix Cloud UI, while CPC licenses continue to display correctly.
Engineering teams have confirmed this as a known product issue and are actively working on a permanent resolution.
Impact
- Customers may believe their licenses are missing or removed
- License-related warnings or service disruption may occur, depending on the environment
- DaaS or CVAD launches may be affected if the entitlement visibility impacts license validation
Note: The issue is related to license visibility, not actual license loss.
Affected Environments
- Citrix Cloud customers using Retail licenses
- Environments where Retail and CPC licenses coexist
- Citrix Cloud organizations where Retail entitlements are expected to remain visible after allocation
Cause
A Citrix Cloud backend defect causes certain Retail license entitlements to not be correctly reflected in the Citrix Cloud UI, while CPC licenses continue to display correctly.
Engineering teams have confirmed this as a known product issue and are actively working on a permanent resolution.
Issue/Introduction
Some Citrix Cloud customers may experience a situation where Retail licenses are not visible in the Citrix Cloud Console, while CPC (Citrix Platform Consumption) licenses continue to appear.
This issue is caused by a backend entitlements visibility defect in Citrix Cloud and can result in licensing confusion or service impact.
This article explains the symptoms, impact, and current status of the issue for customers who may be affected.
