If Citrix redirection isn't working as expected, this article will help you identify and fix common setup issues.

Failed to connect to Citrix HDX Websocket Service

1. Ensure you're running Sprinklr within a Citrix VDI environment

2. Check if your current browser is whitelisted to connect with CtxHdxWebSocketService. Please refer to this article: (https://www.sprinklr.com/help/articles/call-controls/citrix-media-redirection-for-signalwire-voice-calls/685d123320753412ba6f1880#_bb12b6d4-ca41-45cd-9841-2c6effb29ad2) for steps to whitelist browsers.

3. Verify that the CtxHdxWebSocketService is up and running within VDI from Task Manager > Services.

Failed to start Citrix WebRTC Engine on agent's machine

1. Check VDA version must be 2203 LTSR Latest CU5 / 2305 CR or above.

2. Check Citrix Workspace App version: Windows: 2203.1 LTSR or 2305 CR, Mac: 2305, Linux: 2411, ChromeOS: 2305.

3. Check if HdxRtcEngine process is able to run on the client machine. Please refer to this article (https://support.citrix.com/support-home/kbsearch/article?articleNumber=CTX253754) for more info.