A partner contacts the Help Desk and is unable to logoff the user. The User's desktop session state shows as Down in the Citrix App Center.
The cause is unknown.
There is no solution to clear the "Down" session state other than to have all users logoff and restart the Citrix Desktop Host.
Note: If the User is receiving an error message stating "Remote Desktop Services is currently busy," in lieu of a reboot, the customer can safely follow the procedure outlined in CCT-201410155 - The task you are trying to do can't be completed because Remote Desktop Services is currently busy.
Citrix XenApp 6.5