HDX 3D Professional Graphics Troubleshooting Guide

This article contains troubleshooting information for HDX 3D Professional Graphics.

Table of Contents After connecting to HDX 3D Professional Graphics server, the desktop automatically changed resolution to 640x480, not a real usable resolution. How to disable connection bar (Desktop toolbar) and work in windowed mode Citrix Image Configuration tool is not starting after connection Citrix HDX3D_PROGFX_SERVERMSI.msi is not getting uninstalled In WAN – you cannot see the finer details at low quality kept for interactivity. Also, drag is seen while moving 2D drawings Performance (User experience) is poor Performance is bad, mouse clicks are not reaching the server. Response is slower on WAN. Not able to connect to the HDX 3D Professional Graphics server Not getting acceptable performance with large 3D models at low bandwidth Misinterpretation of graphics in CAD application HDX 3D Professional Graphics network requirement How to change the HDX3D Professional Graphics network port Does HDX 3D Professional Graphics work if I have multiple graphics cards? Does HDX 3D Professional Graphics work with VMs? Can I prioritize the USB virtual channel? The USB icon on desktop toolbar is unavailable Known issues and limitations with workarounds Support

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After connecting to HDX 3D Professional Graphics server, the desktop automatically changed resolution to 640x480, not a real usable resolution. This issue occurs when working with windowed mode and the connection bar (desktop toolbar) is ON. Change the resolution setting for Web interface under Preferences > Session settings > Display > Window size > Full screen mode and for Program Neighborhood Agent at Options > Session Options > Display > Window size > Full screen mode.

Complete the following steps to bring the desktop in full screen mode with good performance: 1. When the desktop opens with resolution 640x480, click on the maximize button. You receive the following warning message: “The virtual desktop may not fit exactly to your local computer’s screen because the desktop and computer have different screen resolutions. Do you want to resize the virtual desktop to fit your local computer’s screen?”

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2. Click NO on this warning. 3. In the desktop toolbar, click on the Citrix icon and click Change Resolution. Click Yes on the warning that appears. 4. Disconnect the desktop. On “Are you sure you want to disconnect now?”, click Yes. 5. Reconnect. The full screen desktop with the resolution needed is received. This screen resolution remains until changed.

How to disable connection bar (Desktop toolbar) and work in windowed mode Windowed desktop mode can be achieved effectively by disabling the Desktop toolbar (Connection Bar). Doing this gets the window size you specify consistently.

To disable the Desktop Toolbar (farm-wide): 1. Logon as an administrator on the machine hosting your XenDesktop Desktop Delivery Controller (DDC). 2. Navigate to C:\Inetpub\wwwroot\Citrix\DesktopWeb\conf for Web Interface client and C:\Inetpub\wwwroot\Citrix\PNAgent\conf for Program Neighborhood Agent 3. Edit the default.ica file in both locations. 4. In the {WFCLIENT] section and in the [APPLICATION] section, add the following line: ConnectionBar=OFF This allows you to request windowed sessions, and prevents "cached" connection bar (Desktop toolbar) session resolution and color depth information from being used in session negotiation. Note: USB remoting and client-side scaling are both connection bar (Desktop toolbar) features, so they are unavailable if the connection bar is disabled in this way. To enable the Connection Bar, remove this line: “ConnectionBar=OFF”. To disable the connection bar for a session: 1. Before connecting to the desktop in Web Interface using internet explorer from where you launch the desktop, right click on the desktop and select Save Target As. 2. Save launch.ica as type Citrix ICA Client. 3. Edit this launch.ica file with Notepad. Under your Desktop name, find ConnectionBar=1. Change the value to ConnectionBar=0 4. This launches your desktop without the connection bar (Desktop toolbar). 5. This setting is valid only during that session.

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Citrix Image Configuration tool is not starting after connection The following steps resolve the issue: 1. Disconnect and reconnect. 2. Log off the desktop and reconnect. 3. In task manager find the processes ConfigTool.exe and PicaImpersonationClient.exe, both the processes must be running. 4. Check in Add/Remove Programs that Citrix HDX 3D Professional Graphics is installed properly. 5. Go to Start > Run > compmgmt.msc > Device Manager > Display adapters and check that the Citrix Display adapter is not present. 6. The following files of VC++ runtime 2008 should be present under following locations: Location: “C:\WINDOWS\WinSxS\x86_Microsoft.VC90.MFC_1fc8b3b9a1e18e3b_9.0.30729.1 _x-ww_405b0943” Files: mfc90.dll mfc90u.dll mfcm90.dll mfcm90u.dll

Location: “C:\WINDOWS\WinSxS\Policies\x86_policy.9.0.Microsoft.VC90.MFC_1fc8b3b9a1e1 8e3b_x-ww_4ee8bb30” Files: 9.0.30729.1 (Security Catalog) 9.0.30729.1.policy

Location: “C:\WINDOWS\WinSxS\Manifests” Files: x86_Microsoft.VC90.MFC_1fc8b3b9a1e18e3b_9.0.30729.1_xww_405b0943 (Security Catalog) x86_Microsoft.VC90.MFC_1fc8b3b9a1e18e3b_9.0.30729.1_xww_405b0943.manifest Note: The locations would change depending on the operating system (For Vista and for Windows with Version NT greater than 501). If these files are not present, repair the installation by double clicking on HDX3D_PROGFX_SERVERMSI.msi. 4|Page

Citrix HDX3D_PROGFX_SERVERMSI.msi is not uninstalling This occurs due to one of following reasons: 1. Some of the binaries in \Program Files\Citrix\ICA Service were deleted or renamed. Use the repair option in HDX3D_PROGFX_SERVERMSI.msi and then uninstall. 2. You installed the Citrix HDX 3D Professional Graphics before Citrix Virtual Desktop Agent: 3. To rectify, go to Start > Run > compmgmt.msc > Device Manager > Display adapters and check if the Citrix Display adapter is present. 4. If Citrix Display Adapter is present, then Install Citrix Virtual Desktop Agent (XenDesktop VDA) and restart the machine. 5. Go to Start > Run > compmgmt.msc > Device Manager > Display adapters and check if the Citrix Display adapter is present. Uninstall the Citrix Display adapter and restart the machine. 6. Uninstall Citrix HDX 3D Professional Graphics (HDX3D_PROGFX_SERVERMSI.msi).

In WAN – you cannot see the finer details at low quality kept for interactivity. Also, drag is seen while moving 2D drawings This might happen when you are working at low bandwidth like 2 or 3 Mbps. The automatic quality control logic of HDX 3D Professional Graphics kicks in to give you the best possible interactivity while moving. If you want to select the finer points in CAD or see the constant quality desktop for some reasons even at low bandwidth, then click on the fixed quality icon in the Citrix Image configuration tool. Note: This setting is not advisable when working at high quality and low bandwidth conditions. Also, when you experience some drag while working on 2D drawings, select the 2D Drawing option in Citrix Image Configuration tool. This option should be unchecked on all other use cases.

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Performance (User experience) is poor This could occur due to one of following reasons: 1. Performance increases with lower resolution, lesser complexity of the models, higher bandwidth, low latency, lower image quality, higher CPU clock cycle (GHz) on client, better GPU on server, better CPU (more number of cores, higher CPU clock cycle in GHz). 2. Quality is set too high at low bandwidth condition. Lower the quality from Citrix Image Configuration tool until you get the desired performance. 3. You are working in Fixed Quality mode at low bandwidth and high quality set. Uncheck the fixed quality option so that automatic quality control from dynamic images triggers and you get the best possible performance. 4. Lower the client resolution at which you are working. Very high resolution at low bandwidth becomes impractical for high level of interactivity of 3D graphics. 5. Check your network for any packet loss, avoidable delays, unnecessary network switches or hubs in between. Rectify all these to optimize your network performance. 6. For long distant WAN connections with high latency use Citrix WANScaler and Citrix Branch repeater along with Citrix HDX 3D Professional Graphics for best performance 7. Debug logging should be turned OFF. Double click on the shortcut Debug_OFF in the shortcuts folder. Debug logging ON impacts performance. 8. If you are connected to the HDX 3D Professional Graphics server through some other Desktop Remoting service like VNC and these windows are also maximized like the HDX 3D Professional Graphics window, then it can impact performance. Make sure you are not connected through any other desktop remoting application at the same time. Even if you are connected, keep these windows minimized when not used. 9. Poor performance can also be because of the connection bar (desktop toolbar). When the desktop is not scaled properly with the client resolution then the performance may be bad. Please refer to the section below to resolve this issue by disabling connection bar: Disable connection bar 10. Make sure that you are using 11.1.9 client at the endpoint this client has the capability to decode both GPU and CPU codec. You get the best performance on WAN using GPU codec 11. When your desktop is disconnecting after 20 seconds, this means your client is not HDX 3D client. It can be 11.2 client or 11.1 client. Use 11.1.9 client for GPU codec. However you can work with the CPU codec using 11.2 client. 12. Citrix has not tested the GeForce Graphics cards from NVIDIA. Even though they show the same capability like NVIDIA Quadro graphics cards if you have option please chose the NVIDIA Quadro Graphics card. NVIDIA Quadro Graphics cards are more used for CAD/CAM/CAE applications and NVIDIA GeForce cards are more used for gaming applications. 13. If you face the performance issue because of the mouse events not reaching the server and therefore the response is slower, then follow the instructions below: If you are using HDX 3D Professional Graphics 1.0, which is based on XenDesktop 3.0/3.1 Virtual Desktop Agent, then you need to stop the Citrix CGP Server Service to solve this issue. (Go to Run > services.msc and stop Citrix CGP Server Service. 6|Page

Now you can connect and work at very low bandwidth also). There is no need to do anything for HDX 3D Professional Graphics 1.1 which is based on XenDesktop 4.0. 14. HDX 3D Professional Graphics will not have any impact on the native performance. Only desktop images are sent from server to client which should not have any impact on native performance. Examples: • Time to load any data from database will be same for console and HDX 3D Professional Graphics desktop. • Applications might become slow if, for example, the start menu overlaps the application. 15. If the problem persists, contact Citrix support to solve the Citrix HDX 3D Professional Graphics related issue, if any.

Performance is bad, mouse clicks are not reaching the server. Response is slower in WAN. This can happen because of the following reasons: • If in restricted bandwidth, when the entire bandwidth is consumed by a video running or CAD model auto-rotating. The complete desktop is frozen except the CAD model auto-rotating or video running. You will not be allowed to stop the video or do anything else. • When you restrict server-client bandwidth to 2 Mbps (or any very low value using a network emulator) and if graphics operations saturate the bandwidth (as seen with a DU meter), the server stops processing any keyboard and mouse clicks and the application stops responding. Citrix has also observed that, with very low upload bandwidth, the mouse clicks on the client do not reach the server immediately (it seems to buffer and a lot of cursor commands reach the server all at once). This happens because of a bug in the Citrix CGP Server Service in XenDesktop 3.0/3.1. If you are using HDX 3D Professional Graphics 1.0 which is based on XenDesktop 3.0/3.1 VDA then you need to stop the ‘Citrix CGP Server Service’ to solve this issue. (Go to Run > services.msc and stop Citrix CGP Server Service. Now you can connect and work at very low bandwidth also) In an upcoming release, HDX 3D Professional Graphics 1.1, which is based on XenDesktop 4.0, this issue ‘Citrix CGP Server Service’ is solved and there won’t be any such issue even with ‘Citrix CGP Server Service’ started.

Not able to connect to the HDX 3D Professional Graphics server This can happen because of the following reasons: 1. Once the HDX 3D Professional Graphics server is restarted it takes some time to register to the Desktop Delivery Controller (DDC) • On HDX 3D Professional Graphics server check for the Citrix Desktop service information in Event Viewer. This service should be started. • In DDC check for the status of the virtual desktop. Connection will happen when the status is idle. 2. Install the HDX 3D Professional Graphics client (DesktopReceiverFull.msi) with full local admin credentials. Connection problems can occur if the installation is done with some non admin user. This can happen even when some privileges are blocked 7|Page

for even the local admin. Note: Once the local admin install the HDX 3D Professional Graphics client with full privileges then any user can use this client without any issues.

Not getting acceptable performance with large 3D model at low bandwidth 1. Make sure that you have NVIDIA GPU with at least 96 cores. 2. NVIDIA graphics driver with minimum CUDA 2.1 capabilities is installed on the server. 3. The 2D drawing checkbox is unchecked All this options will make sure that the GPU codec is getting used which is necessary for high complexity 3D CAD models where the screen changes are more.

Misinterpretation of graphics in CAD application This can happen because for following reasons: 1. Application is not written properly 2. Graphics card or graphics driver you are using is not recommended for that particular application 3. GPU is shared by GPU codec and the application which is affecting the rendering of that application 4. It is possible that this defect happens on native itself This issue was observed with older version of Autodesk Inventor: • In DirectX mode when interacting the model in Autodesk Inventor the misinterpretation of graphics was observed (Some planes coming out from the geometry while moving) This issue is solved by following solution: • Switch the rendering in Inventor to OpenGL mode. This can be done by: 1. In Autodesk Inventor go to Tools  Application Options  Hardware  Hardware Driver type to ‘OpenGL’. 2. Restart Autodesk Inventor. 3. Once this change is done the issue in OpenGL mode does not occur. In Autodesk Inventor 2009 this issue is not seen in DirectX or OpenGL mode.

HDX 3D Professional Graphics Network Requirement HDX 3D Professional Graphics network requirement in terms of network ports is same as normal XenDesktop 3.0 To enable users to connect to virtual desktops, you must configure your firewall as follows: For communication between endpoint devices and virtual desktops: \Citrix\ICAService\picaSvc.exe requires inbound TCP on port 1494. Because this connection uses a kernel driver, you may need to configure this setting as 8|Page

a port exception rather than a program exception, depending on your firewall software. If you are running Windows Firewall, you must configure this setting as a port exception. \Citrix\ICAService\CitrixCGPServer.exe requires inbound TCP on port 2598. For communication between controllers and virtual desktops: \Citrix\XenDesktop\WorkstationAgent.exe requires inbound HTTP (http.sys) on the TCP/IP port you configured at installation time. Because this connection uses a kernel driver, you may need to configure this setting as a port exception rather than a program exception, depending on your firewall software. If you are running Windows Firewall, you must configure this setting as a port exception. Test lab HDX 3D Professional Graphics specific network information on server and client: HDX 3D Professional Graphics connection is established from client and the network information is gathered from HDX 3D Professional Graphics server and HDX 3D Professional Graphics client HDX 3D Professional Graphics Server Active Connections: Protocol TCP [picaSvc.exe] TCP [WorkstationAgent.ex e] TCP [WorkstationAgent.ex e] TCP [picaSvc.exe] TCP [WorkstationAgent.ex e] UDP [WorkstationAgent.ex e] UDP [winlogon.exe]

Local Address 0.0.0.0:1494

Foreign Address 0.0.0.0:0

State LISTENING

PID 270 4

0.0.0.0:8080

0.0.0.0:0

LISTENING

376

10.105.77.105:108 1

10.105.77.116:808 0

ESTABLISHE D

376

10.105.77.105:149 4

10.105.77.86:2567

ESTABLISHE D

270 4

10.105.77.105:107 3

10.105.77.115:389

CLOSE_WAIT

376

127.0.0.1:1060

*:*

376

127.0.0.1:1057

*:*

936

HDX 3D Professional Graphics Client Active Connections: 9|Page

Protocol Local Address Foreign Address TCP 10.105.77.86:2567 10.105.77.105:1494 [wfica32.exe]

State ESTABLISHED

PID 1276

Note: • For WAN or LAN, too much of network fluctuation may cause the performance degradation. • For network fluctuation the quality might change to achieve the targeted minimum FPS.

How to change the HDX3D network port? It is possible to change the networking port using a setting in the Portica settings XML blob. See PortNumber below: :: 1 1 530 100 6 10 false 60 0 1494 CTX false :: ::

1. To change the port network, on the DDC (Desktop delivery controller), run PortICASetDefaults.exe. 2. From the command line, run the following commands: CD \Program Files\Citrix\Desktop Delivery Controller PortICASetDefaults.exe /o file.xml

This outputs the settings into the xml file, which you can edit and save. (‘notepad file.xml’ on command prompt will open file.xml in notepad) 3. Once you have changed ‘PortNumber’, you can then import the edited settings by PortICASetDefaults.exe /i file.xml. 4. To restore the default use PortICASetDefaults.exe /d. 5. Then use gpupdate /force to update the group policy. 6. Go to the HDX 3D Professional Graphics server (VDA) and open command prompt 10 | P a g e

and give the command: Gpupdate /force

Does HDX 3D Professional Graphics work, if I have multiple graphics cards? Multiple graphics cards on the server HDX 3D Professional Graphics will work as expected. Applications can use the multiple graphics cards for rendering. However, the GPU codec uses whichever is the first GPU.

Does HDX 3D Professional Graphics work with VMs? Support of HDX 3D Professional Graphics is not there on VM in 1.0 release. Please switch back to XenDesktop by uninstalling HDX 3D Professional Graphics from VM for this release. Since HDX 3D Professional Graphics is targeted for the power users, GPU should be used at server side which is a physical machine. Most of the power users will use high end graphics applications which will not perform well even on native unless you have GPU.

Can I prioritize the USB virtual channel? If you find the 3D space mouse sluggish, complete the following steps: 1. Adding the following element to the default XML blob (within the element) should do the trick: CTXGUSB ,0 2. Refer to CTX118836 - How to Optimize Audio for XenDesktop.

The USB icon on desktop toolbar is unavailable If the USB icon is grayed out, then the USB is not available. This could be because: • USB has not been enabled for the desktop group (do this using the PSC policies) • USB has not been installed on the client (example: the Web client was downloaded and was not installed using Administrator privileges) You can tell if USB is at least present on the client machine because in \Citrix\ICA Client vdgusbn.dll will be present. In \system32\drivers ctxusbm.sys and ctxusbr.sys will be present.

Known Issues/Limitations With Workarounds For troubleshooting needs, contact Citrix Technical Support and open a support case. Additionally, you can find solutions to some common problems below. The following known issues exist in this release (with workarounds where applicable):

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Logon Screen is displayed off-set if session size is different to console resolution. Workaround: Keep the same resolution on console as that of client

Overlay buffer support (used by media players, for example: VLC Media Player) not available. Workaround: Settings of VLC media player (tools > preference >video), the use of overlay buffer is toggled off. Similar settings can be used for other media players if this issue is seen.

Lossless Codec support is available in HDX 3D Professional Graphics 1.1 with XD4 and later. Workaround: In HDX 3D Professional Graphics Image Configuration tool 100% image quality set is visually lossless.

True Full Screen support for OpenGL/DirectX applications is not available in this release Workaround: Full Screen mode in Google earth, CATIA, YouTube videos where some part of the GDI seen then this type of full screen is supported with this release. Apart from this all other office applications in full screen mode are supported.

Original resolution of HDX 3D Professional Graphics server does not appear when it is restarted from client Workaround: This does not impact the resolution you get on remote HDX 3D Professional Graphics desktop. In full screen desktop mode whatever is the client resolution that will be given to the remote HDX 3D Professional Graphics desktop during a session.

Uninstalling the VDA before HDX 3D Professional Graphics can cause system instability. Workaround: Make sure you follow the sequence below. Installation: a. Install VDA (xdsAgent.msi) b. Install HDX 3D Professional Graphics (HDX3D_PROGFX_SERVERMSI.msi) Un-installation: a. Uninstall HDX 3D Professional Graphics (HDX3D_PROGFX_SERVERMSI.msi) b. Uninstall VDA (xdsAgent.msi) Installing the XenDesktop Hotfix on XenDesktop VDA: a. Uninstall HDX 3D Professional Graphics (HDX3D_PROGFX_SERVERMSI.msi) b. Install the XenDesktop Hotfix on top of the VDA (xdsAgent.msi) then again install HDX 3D Professional Graphics (HDX3D_PROGFX_SERVERMSI.msi) 12 | P a g e

Slider bar of the image configuration tool does not move to the exact location where user clicks. Workaround: Prefer moving the slider than positioning it with a click in the slider space. Keyboard shortcuts are also available to move the slider position.

True Multi monitor support is not available. However, if you have multi monitor on the client side, this should not block you from using HDX 3D Professional Graphics desktop. The HDX 3D Professional Graphics image configuration tool (UI), Start Menu, DU Meter, Tool tips, other, when overlapping with an OpenGL window in motion, might cause reduced visual quality in your HDX 3D Professional Graphics Session when you have not selected the fixed quality option in the HDX 3D Professional Graphics image configuration tool. When you move these applications away from the OpenGL window (Graphics part), then the quality comes up to the user set quality. Local monitor blanking gets enabled with remote HDX connection. This is achieved by keeping the default Windows timeout to Never. Any changes made to this setting can cause the local monitor to become active or visible. Users are recommended to avoid changing the setting for security reasons.

Support For technical support, contact 1-800-4-CITRIX and open a trouble ticket.

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