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Citrix VDI agent failing to register with “Keep alive request was rejected”

While troubleshooting a Citrix VDI agent failing to register with DDC(Desktop Delivery Controller), I came across a few interesting finds. I thought sharing this information on my blog will help many others.

The agent I was troubleshooting failing with below errors. After a few seconds, the agent is getting registered with DDC1 without any issues. But the moment user is trying to connect the VM6.local.com through VDI, the user is getting a standard error message similar to when no VMs available for establishing the connection.

Log Name:      Application
Source:        Citrix Desktop Service
Date:          3/1/2013 7:46:52 AM
Event ID:      1015
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      VM6.local.com
The Citrix Desktop Service’s connection to the Citrix Desktop Delivery Controller Service was terminated. The Citrix Desktop Delivery Controller Service is running on server ‘DDC1’.

Check that there is no active firewall blocking the controller communicating with this machine.

Please refer to Citrix Knowledge Base article CTX117248 for further information.

Error details:
Keep-alive request was rejected.

After some troubleshooting I concluded that if there is a discrepancy in list of DDCs provided in web interfaces Vs the list of DDCs given to VDI agent at the time of installation, this error can occur. The reason is simple, VDI agent trusts the list of DDCs that are provided to it at the time of installation and registers to one of them. When it receives a broker connection request from a DDC which is not there is the ListofDDCs reg value( in side HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\VirtualDesktopAgent), the VDI agent denies the request and un registers from the already registered DDCs. It will try again after a minute or so to re-register again with DDC..

So, the lesson here is that, the list of DDCs given in Web Service for a given farm and the list available at HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\VirtualDesktopAgent\ListofDDCs keys should match. Otherwise, there is a possibility that you will run into issues.

Reference: http://support.citrix.com/article/CTX132536

Hope this helps…

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  • Irfan July 3, 2013, 2:03 am

    I have exactly same issue as pointed out and I register DDC through HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\VirtualDesktopAgent\ListofDDCs
    but machine goes unregister when user reconnect their disconnected VDI session. Is there any other troubleshooting I missing? Please help.

    • Sitaram Pamarthi July 6, 2013, 6:08 pm

      Irfan, try enabling logging on VDI agent side and see if it helps. See techibee.com/citrix/enable-debug-logging-on-citrix-xendesktop-vdi-agent/1972 for details

  • Irfan July 9, 2013, 8:47 pm

    Thanks for reply, I will hook up the log file on image and let you know.

    I have one more issue, I make xenapp desktop this will run on WIndows server 2008 R2 server, problem in this desktop is USB is not recognized. I enable all the policies in Appcenter but still no success. We are using HP thin client. Any suggestion would help.

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