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Deep Security Agent (DSA) service crashes when installed on Citrix XenApp 6.0 server

    • Updated:
    • 14 Nov 2016
    • Product/Version:
    • Deep Security 9.0
    • Deep Security 9.5
    • Deep Security 9.6
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
Summary

When you install DSA, the ds_agent service does not start. Instead, it crashes immediately and generates a dump file. When you run Windows Debugger on the dump file, the analysis points to an sspicli.dll file, as shown by the following MS debug output:

SYMBOL_STACK_INDEX:  0
SYMBOL_NAME:  sspicli+1a11
FOLLOWUP_NAME:  MachineOwner
IMAGE_NAME:  sspicli.dll
STACK_COMMAND:  ~15s; .ecxr ; kb
BUCKET_ID:  WRONG_SYMBOLS
FAILURE_BUCKET_ID:  NULL_CLASS_PTR_DEREFERENCE_c0000005_sspicli.dll!Unknown

Based on the analysis, the issue is caused by an incompatibility among the Citrix application, Microsoft, and Trend Micro. The utilRPC.dll file, which calls the sspicli.dll file, could not hook on to the Citrix DLL (AppInit_Dlls). This makes it unable to load the ds_agent service, causing the service to crash.

Details
Public

To resolve the issue, disabling certain Citrix API Hooks is needed. For reference, use the Citrix KB article How to Disable Citrix API Hooks on a Per-Application Basis, then follow our recommend settings below:

  1. Remove all previously installed DSAs completely.
  2. Open the registry and add this registry key to exclude the following images.
     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.

    For Deep Security 9.5 and earlier

    For 32-bit

    Key: HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\CtxHook
    Value Name: ExcludedImageNames
    Type: REG_SZ
    Value: ds_agent.exe,coreFrameworkHost.exe,coreServiceShell.exe,notifier.exe

    For 64-bit

    Key: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\CtxHook
    Value Name: ExcludedImageNames
    Type: REG_SZ
    Value: ds_agent.exe,coreFrameworkHost.exe,coreServiceShell.exe,notifier.exe

    For Deep Security 9.6 and later

    For 32-bit

    Key: HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\CtxHook
    Value Name: ExcludedImageNames
    Type: REG_SZ
    Value: dsa.exe,coreFrameworkHost.exe,coreServiceShell.exe,notifier.exe

    For 64-bit

    Key: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\CtxHook
    Value Name: ExcludedImageNames
    Type: REG_SZ
    Value: dsa.exe,coreFrameworkHost.exe,coreServiceShell.exe,notifier.exe

     
    If you do not want to install an Anti-Malware, do not add coreFrameworkHost.exe and coreServiceShell to this key.
  3. Reboot the machine.
  4. Install DSA again.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot; Deploy
Solution Id:
1101585
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