FSLogix service timeout causing black screen on login

Question

Hello,

Every other day we get called by users that get a black screen when they try to logon to our Citrix servers. This doesn't happen all the time, sometimes not for a week. Sometimes several times a day. We use FSLogix 2201 HF2 so the latest stable version on Citrix 2203 CU1 / W2019.

The evenlog on the server shows this: A timeout (30000 milliseconds) was reached while waiting for a transaction response from the frxsvc service.

From then on users are unable to logoff. New users are unable to logon and all VHDX profiles of the logged on users are locked. The only thing I can do to solve it is manually unlock the VHDX on the fileserver where it's stored, or just reboot the entire Citrix server to unlock all the profiles.

I'm not sure if this is cause or effect, but the next message in the eventlog a few seconds later is this:

The Windows Search service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 5000 milliseconds: Restart the service.

There's not much else to go on. I checked all the other logs, nothing interesting.

Any idea how to debug this?

Answer 1

This was fixed, turned out it was an FSLogix App masking issue. We mask Acrobat Pro yet it was still referring to Acrobat Pro from the classes printto command in the registry. When people without access to Acrobat Pro tried to access it the timeouts began. Might be a bug not sure, at least it's resolved by removing and hiding all pointers to Acrobat Pro for people without access.