When using Citrix Cloud Studio, the Virtual Delivery Agents (VDA) show as 'Unknown' Power States.

Important Information:

Each of the below solutions requires a Citrix Cloud synchronization to occur that will require 5-10 minutes. The recommended changes documented below are not usually immediate, and will observe the same 5-10 minute timeframe. 

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Solution 1: Cloud Connector Reboots

1. Restart the first Citrix Cloud Connector
2. Wait for the first Citrix Cloud Connector to start back up
3. Once the first Citrix Cloud Connector returns, restart the second Citrix Cloud Connector
4. Wait for the second Citrix Cloud Connector to start back up
5. Repeat for any additional Citrix Cloud Connectors for the Resource Location having the issue
6. Refresh Citrix Cloud-hosted Studio

Note: When rebooting the Citrix Cloud Connectors, the restarts should be performed in a staggered manner - where only one Connector is powered off or restarting at the same time. 

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Solution 2: Host Connection Maintenance Mode Toggle

1. Navigate to Citrix Cloud Studio
2. Navigate to the Hosting node on Studio
3. Right Click the Hosting Connection for the VDA Machines that show Unknown power states
4. Place the Hosting Connection into Maintenance Mode
5. Wait 5-10 Minutes for the Broker to complete the synchronization on the Citrix Cloud back-end
6. Take the Hosting Connection out of Maintenance Mode
7. The machines will resync, and should update their power states over the next 5-10 minutes
8. Refresh Citrix Cloud-hosted Studio

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Solution 3: Citrix Cloud Powershell SDK

1. Download the Citrix Cloud Powershell SDK here
2. Install the Citrix Cloud Powershell SDK on a Machine
   • Do NOT install the Citrix Cloud Powershell SDK on a Citrix Cloud Connector or an On-Premise Citrix Delivery Controller.
3. Open Microsoft Powershell as an Administrator
4. Run the following commands:
   • Add-PSSnapin Citrix*
   • Get-XDAuthentication
     • Log in with the Citrix Cloud Administrator Credentials
   • Get-BrokerServiceStatus
   • Get-BrokerMachine -MaxRecordCount 2000 | fl DNSName,HostedMachineName,HostedMachineId,RegistrationState,PowerState,UUID
   • Get-BrokerHypervisorConnection | select Name,State,IsReady,HypHypervisorConnectionUi
     • (Note the location of the where the issue occurs, you will need the “Name" value".
   • Update-HypHypervisorConnection xdhyp:\Connections\Name
     • (After this you will need to reset the VDA\VDIs or power cycle them. Typically, this is done from the hypervisor)
     • This action will take between 5-10 minutes to properly sync to the back-end Citrix Broker
5. Refresh Citrix Cloud-hosted Studio

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Problem Cause

The Hypervisor is responsible for reporting the Power States of the machines. Sometimes, the Power States are not sent and need to be manually triggered. The Solutions provided will walk an Administrator through how to re-sync the Power States of the machines.