Troubleshoot removing Sites from Smart Tools

This topic provides troubleshooting tips for the following issues when removing a XenApp and XenDesktop Site from Smart Tools:

Smart Tools rediscovers Site from Citrix Insight Services

Problem

After removing a Site from Smart Check, the Site re-appears on the XenApp and XenDesktop Sites page.

Solution

Smart Check auto-discovers and displays Sites that either have the Smart Tools Site Agent installed or that have Site information available in Citrix Insight Services.

smart-tools-discover-site-cards.png

If the Site Agent is not installed on any Delivery Controllers in your Site, perform the following tasks:

  1. Log on to your Citrix Insight Services account and check to see if there is any Site data from Citrix Scout or Call Home. If there is, remove the Site data from your account.
  2. Return to Smart Check and refresh the XenApp and XenDesktop Sites page. The Site should no longer be displayed because there is no Site data available for Smart Check to access.

If Citrix Scout or Call Home upload new Site data at a later time, Smart Tools might discover and display the Site again. To disable discovery of these Sites, see Remove a Site discovered through Call Home or Citrix Scout.

XenApp and XenDesktop Service Site cannot be removed from Smart Scale

Problem

After removing a XenApp and XenDesktop Service Site from Smart Scale using the Remove Site button, the Site re-appears on the XenApp and XenDesktop Sites page. 

Solution

In Smart Scale, Sites that use the XenApp and XenDesktop Service appear as "CloudXdSite" by default.

Ordinarily, the Remove Site button in Smart Scale removes a Site from view on the XenApp and XenDesktop Sites page. However, with Sites that use the XenApp and XenDesktop Service, this effect is temporary and lasts only until the XenApp and XenDesktop Sites page is refreshed. By default, Smart Scale automatically discovers Sites that use the XenApp and XenDesktop Service. However, there is currently no way to turn off auto-discovery or prevent display of these Sites. 

Smart Tools still displays Site even though the Site Agent is no longer installed

Problem

After uninstalling the Smart Tools Site Agent, Smart Scale and Smart Check still display the Site on the XenApp and XenDesktop Sites page.

Solution

When uninstalling the Site Agent, the agent communicates with Smart Tools to unregister the Site so Smart Scale and Smart Check will no longer display it on the XenApp and XenDesktop Sites page. In some cases, the firewall protecting the Site can prevent this communication from occurring. So, even though the Site Agent is no longer present, Smart Scale and Smart Check still display the Site. 

If this happens, perform the following actions:

  1. From the XenApp and XenDesktop Sites page, select the Site you want to remove.
  2. Click Site Details > Remove Site.
  3. When prompted to confirm removal, click Remove.

The Site is removed from the XenApp and XenDesktop Sites page.

Smart Tools displays duplicate Site even though the Site Agent is not installed

Problem

Uninstalling the Smart Tools Site Agent while the Delivery Controller is offline and then reinstalling the agent when the Controller is online causes Smart Scale to display duplicate Sites on the XenApp and XenDesktop Sites page. On one Site, the Complete Setup button is still displayed, indicating setup was not completed and no Site credentials were supplied. On the second Site, the View Site button is displayed, indicating setup was completed and Site credentials were supplied. The first Site is not functional for Smart Scale, but cannot be removed from the page. 

Solution

Typically, when uninstalling the Site Agent, the agent communicates with Smart Tools to unregister the Site so Smart Scale will no longer display it on the XenApp and XenDesktop page. However, if the Delivery Controller is unavailable to the network when the uninstallation occurs, the agent installer can't communicate with Smart Tools to unregister the Site. So, even though the Site Agent is no longer present on the machine, Smart Scale still displays the Site.

If the Site Agent is installed again on the same Controller (by clicking the Add Site button), Smart Tools registers the Site as a new instance and displays a separate tile for the Site in Smart Scale. Because Smart Tools can't communicate with the first instance of the Site, the tile for that instance can't be removed from the XenApp and XenDesktop Sites page.

To resolve this issue, perform the following actions:

  1. From the XenApp and XenDesktop Sites page, locate the Site you want to remove.
  2. Click the More options button and select Remove Site. A confirmation message appears, prompting you to confirm you want to remove the Site.
  3. Click Remove.

The Site is removed from the XenApp and XenDesktop Sites page.

Smart Tools displays duplicate Sites when Site Agent is installed on two Delivery Controllers

Problem

After installing the Smart Tools Site Agent on two Delivery Controllers, Smart Scale displays duplicate Sites on the XenApp and XenDesktop Sites page. This issue occurs when the agent is installed on each Controller using the Add Sites button.

Solution

When you install the Site Agent using the Add Sites button, the agent is assigned a certificate which serves as a unique identifier for the Site in Smart Tools. If you install the agent in this manner on Controllers in the same Site, Smart Tools treats each agent instance as a new Site and displays separate tiles for each one on the XenApp and XenDesktop Services page.

To resolve this issue, perform the following actions:

  1. Log on to one of the Delivery Controllers as an administrator.
  2. Launch the Windows Control Panel and uninstall the Citrix Smart Tools Agent.
  3. In Smart Scale, refresh the XenApp and XenDesktop Sites page. The duplicate Site no longer appears on the page.
  4. Click the Site Details tab and locate the Controller where you want to install the Site Agent.
  5. Click Install Agent. Smart Tools installs the agent with the same certificate so the Controller registers as part of the same Site instead of as a separate one.

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