Citrix Director - unable to shadow session (remote assist)
Article ID: CTX696597
Updated On:
Description
The environment has been patched with the latest updates mentioned in the article: https://support.citrix.com/external/article/CTX695983
Attempt to shadow the session fails with the error:
Invite file cannot be downloaded from Director.
Event viewer on the Director server shows the error:
- Log Name: Application
- Source: Citrix Director Service
- Event Id: 2
An unexpected error occurred when accessing the data source 'The broker service reported an error. See the event log for more information.' ('http://DDC_FQDN/Citrix/BrokerAdminService/v2').
User: DOMAIN\USER
Console operation: 'Starting remote assistance for desktop…'
Additional information:
'The request channel timed out while waiting for a reply after 00:00:20. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout.'
On the VDA (inside the ICA session); Windows Remote Assistance window appears:
Attempt to save the invite file on the VDA also fails with the same message.
This can be tested by running (from Start > Run or cmd.exe):
msra /saveasfile Test 12345678910(Test is the name of the file and 12345678910 is the password).
Cause
“Configure Solicited Remote Assistance” policy has been Disabled.
Resolution
Check Registry (regedit) on the VDA:
HKLM\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\
The value of interest: fAllowToGetHelp
If it is set to 0; this means that Solicited Remote Assistance has been disabled.
Example:
Check local or domain policy (gpedit.msc):
Computer Configuration > Administrative Templates > System > Remote Assistance
Enable the policy
If you enable this policy setting, users on this computer can use email or file transfer to ask someone for help.
Issue/Introduction
The purpose of this article is to help customers to identify and resolve the issue with shadowing.
