Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (2023)

CTX132102

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Symptoms or Error

This article contains information about the troubleshooting process for printing issues with auto-creation failure and Citrix Print Manager crashing.

Background

The following information was collected from consistent use of the same procedure to troubleshoot multiple printing issues with auto-created printers and the Citrix Print Manager service crashing.

Solution

Troubleshooting Process

Non-native print drivers are the main cause for the failure of auto-creation causing a slew of other issues that must be considered after identifying the drivers to remove from the server.

(Video) How to Fix All Printer Printing Issues In Windows PC (Easy)

To troubleshoot the issue, complete the following steps:

  1. Ensure that you have all the available hotfixes for your environment:

  1. Ensure that you apply the auto-creation policy to the appropriate group of users. You can check this by browsing to the following policy registry hive:
    HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Citrix\(session#)\PrintingPoliciesTroubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (1)

  1. If you do not see the policies applied to the user, verify if the policy is applied to the correct user group. If the policy is still not applying, complete the following tasks:

  1. Open the C:\ProgramData\Citrix\Group Policy folder and delete all items in the Group Policy folder. Open a Command window and run the gpupdate /force command to add contents to the folder with the new Group Policy information from Active Directory and Citrix.

    (Video) How to solve Citrix problem using Windows 10 latest version | Troubleshoot Citrix common issues

  2. Open the HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Citrix folder, and remove all hives with a session number. This is a dynamic key and does not affect any existing sessions on the server. This ensures that all new sessions receive the new group policies on the server.

  3. Restart the Citrix Group Policy Engine service, and you will now notice that new sessions populate the registry hive with the correct policies applied.

  1. Ensure that the non-native print drivers are not causing issues on the server. The best way to identify non-native print drivers is to observe the registry.

    Consider a 64-bit computer as an example: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Drivers\Version-3\

    Note: Check for a version number in MinInboxDriverVerVersion. If this version is 6.x, then it is a native driver. If it reads 0.0.0.0, then it is a non-native driver. For more information, refer to the Knowledge Center article CTX126093– How to Distinguish Native/Inbox Print Drivers from Non-native/Manufacturer Print Drivers in Windows Server 2008 R2

    At this point use the Citrix Print Driver Stress Test tool to see if this driver is causing the issues. For more information, refer to the Knowledge Center article CTX109374 – StressPrinters 1.3.2 for 32-bit and 64-bit Platforms. Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (2)

  1. After you have tested the drivers and found the drivers that failed to pass the stress test in the normal amount of time in a 5x5 test, (that is an average of 12 to 30 seconds), then you should remove these drivers from the server.
    In the following example of the 5x5 setup for testing, 5 concurrent AddPrinter() events are created and repeats it 5 times:
    Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (3)
    (image from the stress test tool)
    After you remove the drivers from the server, you should check what contents are left behind from the bad drivers. Drivers must respond to the AddPrinter(), XcvData(), and DeletePrinter() API function calls. If the driver does not respond in time, it begins to leave orphaned printers in the registry in the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers hive, eventually causing a traffic jam. This might cause the Citrix Print Manager service to crash, not be able to restart, or even to stop functioning.
    Note: Sometimes print drivers can be problematic to remove from servers since they are loaded once the spooler is running. Using the following method is the easiest way to remove a problematic print driver:
    Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.

  1. Stop the print spooler and Ctx_CpSvc services.

  2. Open HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Print Processors\.

  3. Rename all Print Processors that are listed: eg Winprint to Winprint.old, Hpzppw71 to Hpzpp71.old, and so on.

    (Video) Adding your Citrix Printer

  4. Start the print spooler.

  5. In a command prompt, run printui /s (This opens the print server properties). Click on the driver tab and remove the problematic driver.

  6. Open HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Print Processors\.

  7. Rename all the Print Processors back from Winprint.old to Winprint, Hpzpp71.old to Hpzpp71, and so on.

  8. Restart print spooler and Ctx_CpSvc services.

  1. Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.
    Print drivers that do not respond to the DeletePrinter() API correctly will leave stale records in the registry, these records can build up if the driver is not removed causing printing problems in your XenApp environment.
    The registry Hive is: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers.You should remove anything in this hive that has a comma after the session number along with another arbitrarily generated number. You should ensure that the printing values you remove do not currently have sessions logged onto the server. If it does, then it can cause problems to the user session.
    Do not remove any of the local printers on the server. Remove only the printers created with session numbers and commas after them, or any other irregularities. These irregular printers are created when the print driver does not respond to the DeletePrinter() API function call.
    Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (4)

  2. After the drivers and the registry are cleaned out, you should clean out the underlying foundation of the XenApp environment, the Datastore. Open the Command window with administrator credentials. Run the dscheck /full printers /<switches> to purge printer data. Refer to article, CTX124406 – DSCHECK - XenApp Data Store Checker Tool Commands.
    Note: DSCHECK applies only to XenApp versions 6.5 and earlier.

  3. If you are replicating printers, do not run the /purge_replications. Although this will not remove the actual driver replication from the servers, it deletes all the replication information stored in the datastore. After you have run all the purge commands and the datastore is clean, recreate the Local Host Cache on all the servers.

  1. Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.
    If you still experience a printing issue, we will need to clear any entries under the Current Users registry key. Open a command line interface and type the following information exactly as written, including the quotation marks:
    Reg delete "HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Devices" /va /f
    Reg delete "HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\PrinterPorts" /va /f

    Note: This does not remove the Devices and PrinterPorts keys, it only removes the information from within those keys.

  2. Verify that administrators can auto-create client printers. If administrators can auto-create and regular users cannot, confirm that users have at least Read, Write, and Execute permissions to the following files and directories:

    %SystemRoot%\System32\spool%SystemRoot%\System32\printer.infSometimes after everything has been cleaned out, there may be a few entries left behind that may cause some instability with printing, especially if hundreds of entries are found in the following locations:HKEY_USERS\.DEFAULT\Printers\DevModePerUserHKEY_USERS\.DEFAULT\Printers\DevModes2HKEY_USERS\S-1-5-18\Printers\DevModePerUserHKEY_USERS\S-1-5-18\Printers\DevModes2HKEY_USERS\S-1-5-19\Printers\DevModePerUserHKEY_USERS\S-1-5-19\Printers\DevModes2HKEY_USERS\S-1-5-20\Printers\DevModePerUserHKEY_USERS\S-1-5-20\Printers\DevModes2These locations reference accounts for the following:DEFAULT = Local System Profile Hive (Copy of Local System hive)S-1-5-18 = Local SystemS-1-5-19 = Local ServiceS-1-5-20 = Network Service

    Depending on which service account has been selected to run the print spooler, these will be the accounts to clean out. In this example, the spooler is run under the Local System:
    Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (5)
    We can see from the following entries, two printers were auto-created and their entries were placed in the DevModes2 hive for the Local System account and the .Default account. These two accounts are mirrors of each other since the .DEFAULT profile, is the systems profile. If one of these hives has hundreds if not thousands of entries, it will populate both registry hives causing the spooler and the Citrix Print manager to have to query all entries in that hive causing delays and crashes.Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (6)

    Troubleshooting Process for Printing Issues with Auto-creation Failure and Citrix Print Manager Crashing (7)

  1. Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.
    To simplify the cleanup of these hives, run the following commands in a command window. Once the commands have been run, restart the print spooler for the new data to be added to those entries.
    Reg delete "HKEY_USERS\.DEFAULT\Printers\DevModes2" /va /f
    Reg delete "HKEY_USERS\.DEFAULT\Printers\DevModePerUser" /va /f
    Reg delete "HKEY_USERS\S-1-5-19\Printers\DevModes2" /va /f
    Reg delete "HKEY_USERS\S-1-5-19\Printers\DevModePerUser" /va /f
    Reg delete "HKEY_USERS\S-1-5-20\Printers\DevModes2" /va /f
    Reg delete "HKEY_USERS\S-1-5-20\Printers\DevModePerUser" /va /f

    Note: This does not remove the DevModes2 and DevModePerUser keys, it only removes the information from within those keys. The S-1-5-18 account does not need to be cleaned out as it is a mirror of the .DEFAULT hive.

  2. Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.
    Other locations that store user print device preference information can also get filled up with data if not purged regularly. This can also cause problems with your spooler and your Citrix Print Manager services. Run the following commands in a command prompt to finalize the cleanup of your server:
    Reg delete "HKEY_USERS\.DEFAULT\Software\Microsoft\Windows NT\CurrentVersion\Devices" /va /f
    Reg delete "HKEY_USERS\.DEFAULT\Software\Microsoft\Windows NT\CurrentVersion\PrinterPorts" /va /f
    Reg delete "HKEY_USERS\S-1-5-19\Software\Microsoft\Windows NT\CurrentVersion\Devices" /va /f
    Reg delete "HKEY_USERS\S-1-5-19\Software\Microsoft\Windows NT\CurrentVersion\PrinterPorts" /va /f
    Reg delete "HKEY_USERS\S-1-5-20\Software\Microsoft\Windows NT\CurrentVersion\Devices" /va /f
    Reg delete "HKEY_USERS\S-1-5-20\Software\Microsoft\Windows NT\CurrentVersion\PrinterPorts" /va /f

    Note: This does not remove the Devices and PrinterPorts keys, it only removes the information from within those keys.

Additional Resources

CTX104375 – Default Printer is Not Mapped Properly Within an ICA Session
CTX115553 – How to Print Documents From the Advanced Universal Print Driver
CTX117008 – Printer Autocreation Event Log Messages Overview
The following CTX Case Study article is a good reference to use when the CpSvc.exe service is crashing or having issues enumerating printers, after cleaning everything out, if you are still having issues, taking a dump of the CpSvc.exe and spool.exe processes can help narrow down if you have a driver still loaded in memory causing issues.
CTX112580 – Case Study: Intermittent Client Printer Creation and Deletion Failures

(Video) Citrix CTP Fellow Shares How to Proactively Troubleshoot Citrix Performance Issues

Disclaimer

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

FAQs

How do I troubleshoot Citrix connection issues? ›

Troubleshooting Citrix Virtual Apps and Desktops client-side issues
  1. Reset the Citrix Workspace App client, by right clicking on the application icon, click on “Advanced Preferences” and then click on “Reset Workspace”.
  2. Perform a Citrix session graceful logoff so that any user profile related issues are resolved.
18 Jan 2021

How do I resolve a workspace problem in Citrix? ›

Troubleshoot user issues
  1. Check for details about the user's logon, connection, and applications.
  2. Shadow the user's machine.
  3. Record the ICA session.
  4. Troubleshoot the issue with the recommended actions in the following table, and, if needed, escalate the issue to the appropriate administrator.
21 Jun 2020

How do I set a default printer in Citrix? ›

The default printer on the client side can be set as the default printer in the session. Printing Policy Settings: Set the Default printer policy setting to 'Set default printer to the client's main printer'. In the Printer assignments policy setting, set the Default printer setting to 'Client main printer'.

How do I install Citrix Universal Printer Driver? ›

Instructions
  1. On the XenApp server, open the Printers folder.
  2. Right-click on a blank area of the Printers folder and select Server Properties.
  3. Go to the Drivers tab and click Add.
  4. On the Add Printer Driver Wizard welcome screen, click Next.
  5. On the Processor and Operating System Selection screen, click Next.

How do I use Citrix Connection Manager? ›

ica File Type With Citrix Connection Manager.
...
Google Chrome:
  1. Navigate to the Citrix Workspace Store or Citrix Storefront Store.
  2. Select the resource you are trying to access - Application or Desktop.
  3. Chrome will prompt a dialog box to save the '". ...
  4. Hit save to save it in the "Downloads folder"

What happens when you reset Citrix Receiver? ›

Resetting Receiver to factory defaults removes the following items: All accounts and stores. All apps delivered by the Self-Service Plug-in, along with their icons and registry keys. All file type associations created by the Self-Service Plug-in.

How do I clear Citrix Workspace cache? ›

Instructions
  1. Open Windows Explorer.
  2. Go to C:\Users\%User%\AppData\Local\Temp.
  3. Delete icon cache files ( .ico)

How do I use Citrix clean up? ›

Uninstall Citrix Receiver or the Citrix Workspace application using the default uninstall procedure: Go to Start > Control Panel > Programs and Features > Select the Citrix Receiver or Workspace app and click uninstall.
...
Instructions
  1. After you have downloaded the ReceiverCleanupUtility. ...
  2. Run the Citrix clean up utility.

How do I print from Citrix? ›

As an end user if you type in Ctrl+p or Cmd+p (on a Mac), you will see the print dialog screen pop-up within your Secure Browser session. Select the Citrix PDF printer, then print to download a PDF version of your content. The PDF file can then be printed to any printer of your choice.

What is Citrix PDF? ›

The Citrix PDF Universal Printer driver enables users to print documents opened with hosted applications or applications running on virtual desktops. When a user selects the Citrix PDF Printer option, the driver converts the file to PDF and transfers the PDF to the local device.

What is Citrix Universal Print Driver? ›

Citrix Universal Print Driver (UPD) – a set of generic printer drivers that can be used any printer device as an alternative to the standard printer vendor/model-specific drivers. The Citrix UPDs with support for EMF and XPS printing formats are included with the virtual desktop agent (VDA) and installed by default.

What is Universal print Server in Citrix? ›

Universal Print Server - The Citrix Universal Print Server provides universal printing support for network printers. The Universal Print Server uses the Universal print driver. This solution enables you to use a single driver on a Multi-session OS machine to allow network printing from any device.

What is a prerequisite to install the Universal print Server? ›

Prerequisites. Universal Print is enabled in your Azure tenant. Your user account has the role Printer Administrator or Global Administrator. Your user account is assigned a Universal Print license. Windows 10 64-bit, Pro or Enterprise, version 1809 or later.

Where is Citrix Connection Manager stored? ›

ica files with the Citrix Connection Manager. This file by default is located in C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe.

Where is the Citrix Connection Manager located? ›

For 32Bit machines type - "C:\Program Files\Citrix\ICA Client\concentr.exe." For 64Bit machines type - "C:\Program Files (x86)\Citrix\ICA Client\concentr.exe."

What is ICA file in Citrix? ›

What is an ICA file? A file with ica extension is a configuration file that is created based on Independent Computing Architecture. It is used by Citrix application servers and contains configuration information about the connection between different servers.

Can you clear Citrix cache? ›

Click Advanced Preferences. Click Reset Citrix Workspace or Reset Citrix Receiver. Be aware that you may lose all favorites configured on this device, and you will lose all settings configured on the app. Click Yes, Reset Citrix Workspace or Yes, Reset Citrix Receiver, and then click OK.

How do I refresh Citrix? ›

To refresh apps, right-click the Citrix Workspace app icon in the notification area, click Refresh.

How do I reset a Citrix file? ›

Procedure to reset on Windows OS:
  1. In the lower right corner, near the clock, select the up arrow.
  2. Right-click on the Citrix Workspace icon.
  3. Select Advanced Preferences.
  4. Click on Reset Citrix Workspace and respond Yes when prompted to confirm your choice.

Why does my Citrix connection keeps disconnecting? ›

The most common cause why Citrix Workspace (formerly Citrix Receiver) keeps disconnecting is actually the Internet connection you're using. When you have a slow, or unreliable Internet connection, Citrix Workspace isn't able to work properly.

Why is Citrix connection interrupted? ›

The Network Connection to Your Application Has Been Interrupted. If you see your Maximum jumping up 20 ms or more, higher than your Average, you're experiencing latency spikes which can cause your Citrix connection to freeze up or drop out as well.

Why can I not login to Citrix? ›

Troubleshooting Tips

Look for an email with the subject line of “Complete Your Account Setup”. Check your JUNK/SPAM folder; in addition to FIREWALLS. Make sure you are using the correct Username (web login) or Password.

Why can't I log into Citrix Receiver? ›

Citrix receiver login problems are often caused due to issues like installing a new application, an OS update, configuration changes and high profile load. You can also have the user log in once again to re-generate the logon duration graph.

How do I clear Citrix cache? ›

In the Citrix Provisioning console, right-click on the vDisk that is associated with difference disk files you want to delete. Select the Delete Cache from Selected Devices menu option. The Delete Cache for Devices dialog box appears.

How do I stop Citrix disconnecting? ›

Note: The only way to avoid disconnection is to keep the Android device under power supply.

How do I stop Citrix Receiver from timing out? ›

On the Network Configuration tab, click Advanced Settings. In Forced Time-out (mins), type the number of minutes users can stay connected. In Forced Time-out Warning (mins), type the number of minutes before users are warned that the connection is due to be disconnected and then click OK.

What is the issue with Citrix? ›

The main problem with Citrix is its overly complex architecture and licensing structure. A typical Citrix infrastructure has too many components and interdependencies.

Why does Citrix freeze? ›

Application logs and traces from any other third party application which is correlated to Citrix server-side or client-side processes. The freezes for example could be due to a software bug of the third application which manifests only under certain infrastructure or application conditions.

What is Citrix virtual delivery agent? ›

Citrix Virtual Delivery Agent (VDA) is installed on each machine that delivers applications and/or desktops to users in your Citrix-based virtual desktop infrastructure (VDI). With Citrix VDA, machines can register with the Citrix Delivery Controller, making their resources accessible to your users.

What are password requirements for Citrix? ›

For all users, passwords:
  • Must contain a minimum of 8 characters with a maximum number of 50 characters.
  • Must contain 1 upper case and 1 lower case letter.
  • Must contain at least 1 number.
  • Must contain at least 1 of these special characters: ! # $ % ^ & * ( ) - _ + = / . ? ...
  • Cannot be the same as their last 25 passwords.
9 Sept 2022

How do I update Citrix Workspace app? ›

Right-click Citrix Workspace app icon from the notification area. Select Advanced Preferences > Citrix Workspace Updates. Select the notification preference and click Save.

How do I reset my Citrix Password? ›

1) Login to the main Citrix web site page using your user ID and Citrix password 2) Click the Change Password link. 3) The Change Password screen will appear. Enter your old password and your new password twice in fields provided and click OK.

How do I access the Citrix management console? ›

In the Start menu select Citrix>Workspace Environment Management>WEM Administration Console.

How do I connect to a Citrix server? ›

How to connect to a different server from Citrix Receiver
  1. Open the Citrix Receiver application.
  2. Click the drop-down arrow near the top-right.
  3. Click "Accounts" from the menu.
  4. On the "Add or Remove Accounts" window, click "Add"
  5. Enter the new server address.

How do I enable SSO in Citrix Workspace? ›

Under the Computer Configuration node, go to Administrative Template > Citrix Components > Citrix Workspace > User Authentication, and select Single Sign-on for Citrix Gateway policy. Select Enabled. Click Apply and OK.

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