Remote Desktop
A Microsoft app that connects remotely to computers and to virtual apps and desktops.
4,234 questions
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i ill also be happy to found the solution thanks cinemay
Office 2021 LTSC Click-to-Run crashing Citrix server
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MARTIN Nicole
1
Reputation point
Hi,
We have deployed Office LTSC 2021 32bit Click-to-Run on a Windows Server 2016 Citrix server. When two different users launch the application, RDS stops working on the server and it is no longer responsive. We have used KMS activation and installed through CDN.
We are running Citrix LTSR 7.15 and the previous version of Office that is working is Office 2013 Click to Run, KMS Activated.
Any advice on why this is continually crashing RDS?
Thanks
Remote Desktop
Office Management
Office Management
Office: A suite of Microsoft productivity software that supports common business tasks, including word processing, email, presentations, and data management and analysis.Management: The act or process of organizing, handling, directing or controlling something.
1,999 questions
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Emi Zhang-MSFT 21,626 Reputation points Microsoft Vendor2022-04-12T02:09:01.487+00:00 Hi @MARTIN Nicole ,
Did this problem only appear with launching Office? How did you launch Office? Did you test all Office programs? Excel, Word, PowerPoint ect..?
I suggest you open it in safe mode running the following command: Press Win + R, type "excel /safe" in the blank box, press Enter. If it works fine in safe mode, please check the add-ins in your excel and disable them.
Click File > Excel Options > Add-Ins on the left side of the dialog. Then click the drop-down arrow at the bottom of the dialog box and select "COM Add-Ins" from the list, then click the GO button. What comes up is a list of COM-Add Ins that are loaded and running.
If the issue still exists in safe mode, I suggest you to collect the event log and provide us with the whole error messages of event log.
You can refer to this support article: https://learn.microsoft.com/en-us/windows-server/storage/folder-redirection/troubleshoot-user-profiles-events -
MARTIN Nicole 1 Reputation point
2022-04-12T22:06:57.117+00:00 Hi @Emi Zhang-MSFT
The problem only appears for Office 2021, we have tested Excel, Word and Access as they are the only products we require. Office was launched via a Citrix published application.
As for COM Add-ins, we have Inquire, Microsoft Power Map for Excel, and Microsoft Power Pivot for Excel.
The published applications are working in Safe Mode, so I am looking at disabling the “COM Add-Ins” as per your advice for testing.
Thanks for the help. -
Emi Zhang-MSFT 21,626 Reputation points Microsoft Vendor
2022-04-22T09:31:27.473+00:00 Hi,
I am just writing to see if you have obtained the opportunity to test the solution. Please don't hesitate to let me know. I am glad to be of assistance. -
MARTIN Nicole 1 Reputation point
2022-04-28T03:45:56.867+00:00 Hi,
After further testing, disabling COM Add-Ins has not worked. It will allow up to 2 users to open Office, then will still crash the server. I have a logged a request to Microsoft Support and Citrix Support.
There are no errors that are presented in event logs that would suggest an Microsoft Office crash or an issue with the User Profile service. Microsoft have confirmed configuration and licencing is correct. They have suggested trying Office 2019. I am going to test that.Thanks
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MARTIN Nicole 1 Reputation point
2022-05-13T03:02:16.57+00:00 Hi,
It appears it was a Citrix issue all along.
This has now been resolved. The issue was that the Virtual Delivery Agent was not applying the Workspace Environment Management (WEM) security settings that were set in the servers Configuration Set in WEM. This meant that all processes were being blocked on launch and not allowing applications such as Office to work correctly. It was blocking dwm.exe which caused the RDS issue, and in turn, was applying AppLocker settings to the server as a whole.
I had to open and resave the policies and then they applied to the machine.
Thank you for all help provided.
Thanks