John QA Absent Member.
Absent Member.

Citrix Loadrunner v11 agent (CtrxAgent.exe) crashes

Users in my company are experiencing Load runner error issue when accessing an application via Citrix. This application is being monitored by BAC - Business process monitor and has the Loadrunner Citrix agent v11.0 patch 2 installed on all 8 servers. The issue is also reproducible on v9.52 agent on all servers.


The error occurs on all citrix session regardless of who initiated it; on user, BAC, and Vugen session.


The spec of the citrix server is Windows 2008 standard edition 64b, XenApp 5.0. DEP is running on essential services only. McAfee AV.


Does anyone have any idea?


See attachement for the error message.


Application Log:

Log Name:      Application

Source:        Application Error

Date:          13/07/2011 10:33:28 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      <servername>.domain.com


Faulting application CtrxAgent.exe, version, time stamp 0x4d475bcb, faulting module depsupportpolicy.dll, version, time stamp 0x4d476ef9, exception code 0xc0000005, fault offset 0x0000134e, process id 0x1d08, application start time 0x01cc40f47b383d82.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">


    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>




    <TimeCreated SystemTime="2011-07-13T00:33:28.000Z" />




    <Security />















Tags (2)
3 Replies
Shane_Evans Honored Contributor.
Honored Contributor.

Re: Citrix Loadrunner v11 agent (CtrxAgent.exe) crashes

HI John,


The error does seem to indicate a DEP policy (depsupportpolicy.dll) fault. Did the error occur prior to installing the Citrix agent, patch 2? Could it be a permissions issue? I notice the agent doesn't appear to be picking up the server name, which might mean it doesn't have permission to, perhaps by group policy.


Maybe try uninstalling/reinstalling the agent on one server, with Admin permissions, and see if that helps.


Good luck,


Shane Evans

John QA Absent Member.
Absent Member.

Re: Citrix Loadrunner v11 agent (CtrxAgent.exe) crashes

Hi Shane,


The issue occured on v9.52 so decided to upgrade to v11 patch 2. But issue was not resolved. The Citrix server administrator installed the agent patch 2 without any issues. We also uninstalled the agent v11 patch 2 and ensure the necessary registry keys had been removed prior to the resinstallation.


The agent picked up the server name fine.  I omitted the server details from the event log for confidential reasons.


The server admin is comparing the configuration between the prod and dev server. The error isn't reproducible on dev server.



Shane_Evans Honored Contributor.
Honored Contributor.

Re: Citrix Loadrunner v11 agent (CtrxAgent.exe) crashes

Right, I should have picked up on the server name masking.


Well, I hope you get things sorted. Otherwise, please raise a ticket so Support can track it if other customers have similar issues.


Good luck!

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