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Partial Login screen load when Oracle Service Cloud is published by Citrix
Answer ID 5179   |   Last Review Date 01/29/2019

When publishing Oracle Service Cloud via Citrix, why are we seeing a partial load of login screen?

Environment:

Citrix
Oracle Service Cloud (OSvC)

Issue:

When publishing Oracle Service Cloud via Citrix, we are seeing a partial load of login screen.  It has been in this state for over 45 minutes.

Resolution:

Citrix reports this as a known issue with multi-monitor display corruption, which can be remedied through the adjustment of the Citrix MulitMonitor Hook API for the Oracle Service Cloud application. To resolve this issue, the Oracle Service Cloud (OSvC) application must be excluded from MulitMonitor Hook API. This is accomplished by editing the Windows registry and creating an exclusion for the OSvC application to the Citrix MMhook.

To exclude the OSvC application from the MMhook create the following DWORD registry entry.

[HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\CtxHook\AppInit_Dlls\Multiple Monitor Hook]
"Flag"=dword:00000004
"Settings"=dword:00000001
"FilePathName"="C:\\Program Files\\Citrix\\system32\\mmhook.dll"
"Exclude"="ScreenAgent.exe; RightNow.CX.exe"

Cause:

Partial Login screen load is sometimes seen when OSvC is publishing using Citrix. Most often it is seen when the agents are using dual monitors. This issue can also be seen in a single monitor environment.

For details on this issue, please select the following link: http://support.citrix.com/article/CTX129712/ 

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