Issue: We have 8 Citrix XenApp 6.5 Servers which a Published Desktop configured on it – A total of 75 production users connect to them daily. Users started to experience severe latency in their applications from published desktop and also unable to see z drive and also unable to log into desktop itself, getting access denied error as well.
Troubleshooting and Root Cause: Found out that Cyber Security Operations team installed/ pushed McAfee Virus Scan Enterprise (VSE) / McAfee Agent on all citrix servers
Resolution:
1. Reached out to security operations team and co-ordinated the effort to uninstall McAfee VSE / McAfee Agent from all citrix servers
2. While security operations team uninstalled McAfee VSE remotely from their console. I uninstalled Mcafee Agent manually from all the citrix servers as follows as I was getting error “McAfee Agent Cannot be removed while it is in managed mode”
3. Stopped/ Disabled McAfee related services - Framework Service, McAfee McShield, McAfee Task Manager, McAfee Validation Trust Protection Service,
4. Killed McAfee Service – McTray.exe *32 (Mc tray Application)
5. Launched Command Prompt in Administrative Mode and went to the path: C:\Program Files (x86)\McAfee\Common Framework\ then type command “FrmInst.exe /remove=agent” (without quotes)
6. That is how McAfee agent removed successfully from all machines. Now, I need to take care of Z drive issue which was resolved by going to registry location on each citrix xenapp 6.5 server - HKEY_LOCAL_MACHINE\SOFTWARE\
7. Changed the NativeDriveMapping Reg_sz from FALSE to TRUE
8. Asked used to log off and log back now, they were able to see the Z Drive.
!!! Walla !!!!
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