Citrix server hangs; cannot open remote desktop to launch Empower - WKB12950

SYMPTOMS

• Login to Citrix server via Remote Desktop produces the "Welcome" screen, where it remains indefinitely
• Launching the Empower published application from a thin client does not launch Empower
• Existing connections/users on the Citrix server are running Empower without issues
• New connections cannot be established

ENVIRONMENT

• Citrix Xenapp 6.5
• Windows Server 2008 R2
• Empower 3 SR2

CAUSE

• Microsoft Support's analysis of the dump file identified the root cause of the issue as an empower.exe process hangup
• Further analysis identified that emdriver.sys was tied to that empower.exe process
• emdriver.sys is part of the third-party software utility AppSense
• AppSense causes the empower.exe process to hang

FIX or WORKAROUND

Remove/disable any interactions/links between the Empower software and the AppSense application.

(The customer's AppSense administrators created scripts to remove Empower applications from the AppSense scope.)

ADDITIONAL INFORMATION