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Slow performance, hang, and crash issues on desktops with XenApp, Citrix ShareFile Sync, and Officescan

    • Updated:
    • 21 Apr 2016
    • Product/Version:
    • OfficeScan 10.6
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 2012 Enterprise
Summary

Performance issues, desktop hang, application crash occurs on machines with Citrix ShareFile Sync for Windows v2.9.107.4 (Corporate Build), XenApp 6.0 RollUp Package 2, and Officesscan on Windows 2008 R2 SP1.

Details
Public

By nature of shared hosted desktops, ShareFile Sync is configured in ODS (OnDemandSync) mode to minimize space allocation in local user profiles while sessions are running. In that mode, the centralized user storage repository is not fully downloaded, but instead the directory structure is created locally and only stub files get placed into them, unless a user or a process explicitly accesses those items. To achieve this behavior, the software creates reparse points for each stub file inside %userprofile%\sharefile.

Unfortunately, while OfficeScan is running, the scan engine touches the reparse point, never frees the handle, and prevents further access forever. This stalls the ODS operation and leads to the desktop and applications to hang. In some cases, application crashes and causes general performance issues on the machine.

By enabling detailed logging, Citrix ShareFile Support claims that this results in a deadlock situation they can’t solve alone.

To prevent the issue, configure Officescan Realtime scan with the following exclusions:

  • General Citrix exclusions:

    *\Users\*\ShareFile\
    *\Citrix Resource Manager\LocalDB
    *\ICAClient\Cache
    *\SoftwareDistribution\Datastore
    *\System32\Spool
    *\Users\*\ShareFile
    *\Program Files (x86)\Citrix\Deploy
    *\Program Files (x86)\Citrix\Independent Management Architecture
    *\Program Files (x86)\Citrix\RadeCache
    *\Windows\System32\spool\PRINTERS

  • File Extensions:

    jit_temp
    DAT
    LOG
    PF
    POL
    PST
    TMP

Refer to the following article for more information: Citrix Guidelines for Antivirus Software Configuration.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1102614
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