Problem Definition:

The Citrix Desktop Service fails to start after upgrading to XenApp 7.11 (DesktopConfig Version 3.5.0 or newer).  When Attempting to launch a Virtual Desktop, users get "Cannot Start Desktop" message in the Citrix StoreFront.  The following errors are logged in the Event Viewer on the upgraded Citrix Server:

Event ID 1026

Application BrokerAgent.exe

Framework Version v4.0.30319

Description: The process was terminated due to an unhandled exception

Event ID 1000

Faulting Application name: BrokerAgent.exe, version

Faulting module name: KERNELBASE.dll

Exception code:0xe0434352


The root cause is under investigation.  To work around this issue, follow the Resolution below.


Uninstall the Citrix Monitor Service VDA Plugin.  This must be done from a PowerShell console as this service is not specifically listed in the Programs and Features.  From the Virtual Machine console of the affected Citrix Service, open PowerShell and type the following:

$MonitorPlugin = Get-WmiObject win32_product | where {$_.Name -eq "Citrix Monitor Service Vda Plugin"}     </ENTER>

$MonitorPlugin.Uninstall()     </ENTER>

The Citrix Desktop Service will automatically start after removal of the Monitor Plugin.  Restart the Citrix Server.  Users will be able to logon after restart.

Additional Information:

CloudConnect will provide additional guidance once the root cause has been determined.

Applies To:

Microsoft Windows Server 2008 R2

Microsoft Windows Server 2012 R2

Microsoft Windows Server 2016

Citrix XenApp 7.11

 To learn more about how the CloudConnect Platform enables an incredible DaaS experience, download our latest White Paper!