Please reply to this question as soon as possible because this machine is a very critical resource as clients need to access this machine.
The RSA community site is not appropriate for resolving urgent or critical issues. For such matters, always raise a support case and provide as much detail about the problem as possible when you do, including detail such as:
Instructions to upload files to RSA Support are at: 000034866 - How to upload files to RSA Customer Support for analysis .
The more information provided up front, the sooner RSA Support will be able to provide meaningful assistance, leading to faster remediation.
When you open the support case, the Support Engineer will first want to know what changed, as in did you update the existing Windows agent to 7.3.3 and that is when the problem started?
Is the Windows agent on a Citrix XEN or Web Server?
Is there a specific symptom or error message on the Citrix Users PC, or on the Windows Server?
There was an old problem with Citrix Web Server, if you installed the Windows agent after Citrix, it did not work, so updating the Windows agent broke Citrix Web Access. You had to re-install Citrix. That could be the same for XEN desktop server. Citrix needs to find the SecurID API (from the Windows Agent) when it is installed.
The Windows agent logs should be set to verbose, check all, then note time of problem and zip all logs from CProgramData\RSA\LogFiles and send to RSA Support, either attach to case or upload to RSA SFTP.
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