Problem Definition:

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.

Cause:

The cause is unknown.

Resolution:

There is no solution to clear the "Down" session state other than to have all users logoff and restart the Citrix Desktop Host.

Additional Information:

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.

Applies To:

Citrix XenApp 6.5

Microsoft Windows