Problem Definition:

A CloudConnect User’s Desktop profile has become corrupt. There are a variety of symptoms which may appear, indicating the profile is corrupt, including the user is logged on with a temporary profile.


There are a variety of causes, this article explains how to correct this issue regardless of cause.


Rebuilding a user's CloudConnect desktop profile is identical to the procedure for rebuilding a user's profile on a Windows 7 or Windows 2008 R2 Standard device.

If the user is being logged on with a temporary profile, it is advisable to reboot the desktop host to see if this resolves the issue (a file lock may be preventing the logon).  If rebooting does not permanently fix the issue, it is advisable to continue with this procedure.

Using your support account, access the desktop host containing the corrupt user profile.  In this example, the username will be “admindemo.”

Click the Start Menu, then “Computer”

Locate the user’s profile folder:

For standard image the path is:


For the secure image, the path is:


Rename the affected user’s profile folder from “username” to “username.old."  If you are unable to rename the folder, verify the user is fully logged off.  If the user is logged off, reboot the desktop host to release the file/folder lock.


Open the Registry Editor. From the “Start Menu,” type “regedit” into the search bar and press ENTER.


Browse to the following Registry Key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

Expand “Profile List” and you will notice multiple Windows Security Identifiers (SIDs).  To determine the affected user’s SID, click each SID, and examine the results pane.  The results pane for each SID will contain a String named “ProfileImagePath.”  If the ProfileImagePath value matches the path to the user's profile folder, you have found the correct SID.  In rare circumstances, more than one SID Key may contain the same value for "ProfileImagePath."  In this case take note of the additional SID key names as those will need to be exported and deleted as well in the following steps.


Export the SID Key containing the ProfileImagePath identified above, this is creating a backup:


After exporting the key, delete the SID registry key:

Important!  You must now repeat the previous three registry edit steps, however this time the target is HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\WindowsNT\CurrentVersion\ProfileList\

Locate, export, and delete the SID registry key(s) containing the same "ProfileImagePath" value.


The corrupt user profile has now been deleted.  You must now either have the user logon to CloudConnect or logon to CloudConnect as the affected user.  You can keep your “support” desktop open while you do this.



After logging on as the user, launch the user’s virtual desktop.  This will create a fresh user profile.


After the system creates the new user profile, logoff the user account.

Now you will need to copy the data from the old user profile to the new one:

Using your “support” account click the “Start Menu” and choose “COMPUTER.” Verify that the user’s new profile folder has been created.


In Windows Explorer, choose the “Organize” menu and then select “Folder and Search Options.”



In the resulting dialogue box, choose “Show hidden files, folders, and drives,” then clear the checkboxes for both “Hide extensions for known file types” and “Hide Protected Operating System Files.”  Approve the warning message that pops up.



Copy all files and folders from the original user profile folder (username.old) to the new user profile folder except for the following files:





As the data is copied to the new user profile, You may be prompted with the following messages. Answer according to the screenshots provided:

Merge the contents for all folders:



Move the system files if prompted:



Move and Replace conflicting files if prompted:


Skip files that are no longer available:



The user’s profile data has been restored.  However you may encounter two additional issues, which will need to be resolved.  See "Additional Information" below for more information.

Additional Information:

Note that you will need to reconfigure Microsoft Outlook for the user, as Outlook settings do not copy over from old user profiles to new user profiles.

After copying User Data from the corrupt Profile to the New Profile, you may experience issues with accessing Windows Explorer, or a black screen/delayed logon.  See CCT-201410212 - Accessing Windows Explorer from a Desktop fails with a permissions Error

If your customer is using the Citrix Profile Management Service (which may be verified by opening services.msc and verifying that the “Citrix Profile Management” service is running), additional steps may be necessary. Contact Technical Support for more information.

Applies To:

Citrix XenApp 6.5

Microsoft Windows Server 2008 R2 Standard

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