The workstation is a Win10 Pro on 1909 with Citrix Workspace 2002. The workstation can connect to the published applications fine, but then they freeze after 5-10 minutes of usage. For example, if I launch Excel i can type and edit for 5-10 minutes and then Excel freezes. (See Citrix Workspace crashing - Windows 10 GeForce GTX 970) I use my PC to use Citrix to connect to work remotely and I typically see the issue when on Citrix or when switching between my host PC and the Citrix session (running in full screen mode). However I have been seeing my PC freeze again in increasing frequency – maybe once per day.
The Citrix Workspace App
Applicable Products
Why Does Citrix Keep Freezing
- Citrix Workspace App
- Receiver
Question and Answers
You have been directed to this article because you have questions about or need assistance with Citrix Workspace app and you are NOT an administrator or technical contact for your organization.
As a non-admin user of Citrix Workspace app, you must contact your company’s Help Desk or IT Support since they manage the Citrix resources accessible by Citrix Workspace app.
The following are the most common questions we receive from non-admin users with a brief explanation for why your company’s Help Desk/IT Support team is the fastest path to answering your question or providing assistance.
Login/Authentication
Only your company’s Help Desk or IT Support team will be able to confirm your login and offer assistance with password reset if necessary.
Accessing Resources
Your company’s Help Desk/IT Support team will be able to confirm your access to Citrix resources.
I get an error message when trying to launch an app/desktop
Access to apps and desktops is controlled by your Help Desk/IT Support team and they will be able to determine the cause of the launch failure.
Connectivity to Citrix resources is managed by your company’s Help Desk/IT Support team; they will assist you with any connectivity issues.
App/Desktop Performance
Your company’s Help Desk/IT Support team is able to monitor your app/desktop performance; they can assist you with performance issues.
My app/desktop freezes and it doesn’t respond to mouse clicks or keyboard
Something here.
Your company’s Help Desk/IT Support team is able to monitor your app/desktop performance; they can assist you with performance issues.
Installing/Upgrading
Only your company’s Help Desk/IT Support team will be able to provide you with instructions for setting up Citrix Workspace app after you install it; your company may also have specific version requirements, so always check with your Help Desk/IT Support team before upgrading.
A list containing the majority of Citrix Workspace app for Windows (formerly Receiver for Windows) support articles collated to make this page a one stop place for you to search for and find information regarding any issues you have with the product and its related dependencies.
The page is updated daily with new support articles and information. Articles will change from time and if information here is outdated or incorrect please let me know using the comments. Links may also expire or change so if you find broken links, please again let me know. For each issue, known product versions affected are recorded however that does not mean product versions that aren’t listed are not affected.
There is a search box that you can use if looking for a specific fault. For example if you have an error code or error message, use that to perform a search. You can also use your browsers search feature which will perform a search against the whole page based on the words you enter.
Receiver for Windows / Workspace app for Windows:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | Resources with names ending with the published desktop name do not show up in Receiver. | This is by design. Avoid using a suffix of the currently published desktop name. | https://support.citrix.com/article/CTX227113 | |
| 2 | When running Receiver with non-elevated permissions, you are unable to launch desktops or applications. | Make sure you have full permissions to 'HKCUSOFTWARECitrix'. If the user account does not, delete the Citrix key and then restart Receiver. The key should be recreated with the appropriate permissions. | https://support.citrix.com/article/CTX226530 | |
| 3 | Upon launching a published desktop you receive error 'The specified module could not be found'. | From a trace 'AxWfIcaLib.dll' was missing. .NET 4.6.2 was reinstalled and the user's profile was recreated. | Citrix Receiver for Windows 4.8. | https://support.citrix.com/article/CTX226437 |
| 4 | On first logon SelfService.exe crashes with message 'Self-Service Plug-in exited unexpectedly'. On second logon, it works. | The desktop folder is missing from the default user's profile. Once added, Self Service works. | https://support.citrix.com/article/CTX215296 | |
| 5 | The authentication window shows periodically even when Receiver is not opened. | Create registry strings to suppress Self Service refresh. | https://support.citrix.com/article/CTX213755 | |
| 6 | The Shift + F4 hotkey sequency may not function as expected after installing Receiver for Windows 4.7. | Receiver for Windows 4.7 adds functionality for IME which is configured by default to use the Shift + F4 hotkey. You must change your custom hotkey to a different combination by editing the client machine registry. | Citrix Receiver for Windows 4.7. | https://support.citrix.com/article/CTX223049 |
| 7 | When using a Surface Pro and attempting to span a Remote PC session, the Surface Pro screen looks OK but the second monitor has issues such as the resolution being wrong and black bars appearing along the top and sides of screen. | Receiver for Windows is not a DPI aware application so depends on the Windows OS to scale the application as appropriate to the client's DPI settings. Set DPI scaling to 100% on both monitors and on the Surface Pro. | https://support.citrix.com/article/CTX216648 | |
| 8 | Receiver might fail to perform the scan function with error message 'Your operation is cancelled'. | Upgrade to Receiver for Windows 4.7. | Citrix Receiver for Windows 4.5 and 4.6. | https://support.citrix.com/article/CTX222885 |
| 9 | wfica32.exe crashes when launching certain resources. | wfica32.exe crashes with a divide by-zero exception when the cursor position is set in the Desktop Viewer window. To overcome this, delete keys under HKCUSoftwareCitrixXenDesktopDesktopViewer. | ||
| 10 | When users double-hop, wfica32.exe consumes a high amount of CPU. | Create a SlowHPCPolling registry key with a value between 2-500ms. It is required that you test the value in your environment to determine which value works best. It is recommended to start with 16ms but if you notice performance issues then you can increase or decrease the value. By default Receiver for Windows polls certain libraries and drivers every 2ms, which will ultimately consume more CPU on the VDA. | https://support.citrix.com/article/CTX206788 |