000037285 - RSA Authentication Agent 7.4.x for Windows 2016 running on Citrix XenApp hangs before credentials when accessed

Document created by RSA Customer Support Employee on Mar 25, 2019
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Article Number000037285
Applies ToRSA Product Set: SecurID
RSA Product/Service Type: Authentication Agent for Windows
RSA Version/Condition: 7.4, 7.4.2
O/S Version: Citrix VDI, Microsoft Windows 2016 server

From Citrix StoreFront, when launching a VDI when the target is a Microsoft Windows 2016 server that has the RSA Authentication Agent 7.4.x for Windows installed, a screen displays to  view credentials.  It keeps loading and spinning but never asks for user name and SecurID passcode.

CauseCitrix XenDesktop, by default, suppresses display of the LogonUI for Published Applications. That works if the Citrix CredProvider is handling the logon; however, it prevents the credential tile that the RSA Authentiaciton Agent returns to LogonUI from being shown to the user. 
A hot fix is being announced by Citrix and Microsoft that requires editing the registry keys on the server VDA.
ResolutionModify the Citrix XenApp server VDA registry keys as follows:
  1. Launch the registry key editor
  2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\Citrix Virtual Desktop Agent.
  3. Create the following registry value with value type = REG_DWORD DisableLogonUISuppression value set to 1.
  4. Reboot the Server VDA
NotesSee CTX225819 Binary Fix and Known Issues When Launching an Application Published from Windows Server 2016 for more information.