TWPOPUP.DLL error

[bleachlpb]

I have a user that is trying to log into one of our published apps (Outlook). When he tries to go into Outlook, he receives an error that the resolution is invalid. He just began receiving this error this morning, up until this morning, everything was working OK. The corresponding error in my event log is:

Event Type: Information
Event Source: TWPOPUP.DLL
Event Category: None
Event ID: 1006
Date: 11/20/2003
Time: 9:37:09 AM
User: pdomas
Computer: CDR-CITRIX1
Description:
The description for Event ID ( 1006 ) in Source ( TWPOPUP.DLL ) could not be found. It contains the following insertion string(s): The following requested video mode was not available: 1024 x 768 x 8 BPP
The video mode has been set to the following mode: 886 x 620 x 8 BPP

Video mode for existing session cannot change.
.
Data:

Now, this just started happening, and only for him. He has not changed his resolution, and I verified this. On the server, Outlook's resolution is set to 75% of the total screen, and 256 colors. This is what all the Office apps are set to (except PowerPoint). The thing is, he is able to get into all the other apps except Outlook. I logged in with his user ID on my machine and everything worked OK.

I then had him go into another app, I shadowed him, and then had him try Outlook. It worked. I then disconnected, had him disconnect, then try Outlook again, and it didn't work. So, it seems he can get in OK if he is already in another app.

We are using the web client to attach to our Metaframe XP SP2/FR2 server. I'm stumped, and think that maybe something got messed up on his terminal server profile, and I'm about to clear that. But wanted to check first to see if there was something else. I don't want to go meddling with the application properties in my farm when this problem is not affecting anyone else.

Anyone else ever seen this before? I did some research, and found some documentation in the knowledgebase on Citrix - but it doesn't apply to this situation.

Before the workaround above, I was going to have him use our reliable, non-fickle, OWA solution.

 

[ascotta]

You could try to delete his Outlook profile.

Log him into a desktop and do control panel mail show profiles and delete the one he is using(should be the only one he sees.

Then start out look from the desktop.

Try refreshing his apps (pull the apps info from the server again).

Cheers
Scott

 

[tecknic]

If the monitor is well set to 800x600 it should be fine. Still, if you keep receiving that message verify the properties of the published apps on the client machine.
PN / "apps name" / properties / options / windows properties.

you could always destroyed the ica connection and recreate it.

nick

 

[Ogi]

Sounds like the colour mode is set too high and that's why you get this error, on the client in question, reduce their colour or set the color depth in the Citrix Program Neighborhood.

Cheers,
Carl.

 

[bleachlpb]

The color mode should be OK. The user did not change any settings pertaining to his display mode, and none of the display settings for the published apps have been changed. He can't connect to Outlook - but he can use other Office apps that have the same display property settings as Outlook! In fact, my workstation is set to a higher resolution and color depth and I can get in OK!

I think I'm going to wipe his term server profile and see if that clears it up. This is a very bizarre problem - but Citrix has always been good for bizarre problems.

 

[tecknic]

Normally when a user close it session normally all video setting should be turn off. Did the user or someone connect under his session on another computer that has high resolution? if so did his session was properly terminated? maybe his session stayed up.. so when he tried to reconnect he simply reopen his sleeping session that has high resolution. As Admin make sure his outlook session is terminated. Flushing his term profile is somewhat radicale. in years of pratices I never had to do that.

nick

 

[bleachlpb]

Hmm thats odd... when he called in with the problem, that was the first thing I checked - he did not have any open sessions for any apps. Plus, he was at home using a company-issued laptop and wasn't connecting anywhere else.

While troubleshooting with him yesterday, I tried his login ID from my workstation (with higher res) and it worked OK.

So come to think of it, I don't think flushing his term profile would do it. He will be in our office in a couple weeks and I'll try my ID on his laptop. I already had him flush Temporary Internet Files, and remove/reinstall the web client to no avail. I also had him log into the laptop with a different login ID.

 

[tecknic]

Video display is negociate at login only. once his virtual session is terminated, no parameters are keeped in the registry. the problem come from the workstation for sure.

Create a new ica connection "outlook#2" and make him connect with another profile using the same laptop? does he have the same problem? make hime connect with his profile. what happen? Change the res fo your workstation to 800x600 and connect under his login.what happen?

 

[bleachlpb]

I agree - it must be the workstation. All the more reason I can't wait to get my hands on it.

Do you mean to publish Outlook a 2nd time? I'll give that a try and let you know.

Thanks

 

[tecknic]

don't publish outlook a second time.

no Create a new ica connection for the same apps. when you do that you will get a message that a connection under that name already exist. simply give another name in "Enter a description for the new ica connection". it will do the trick.

nick

 

[bleachlpb]

Can't do that - we are using the Web client (nfuse 1.7). I know what you are saying though, the company I used to work for - we used the straight up ICA client, and we did that all the time when troubleshooting problems with published applications.

 

[budge]

Have a look at Citrix document CTX328845

 

[bleachlpb]

I checked out that article. It does not appear to match my situation. The error that I receive in the event log does not match the error indicated by the article. If it was a licensing problem, it seems like it would affect anyone trying to use that app. Plus, there is no explanation to why it suddenly stopped working only for that one user.

I'll have the user's laptop here in a couple weeks, and will hopefully be able to come up with something there.

 

[12handle]

Did you ever figure out an answer to this issue? I have a user experiencing the same thing. I had her re-install the ICA Client and it fixed the problem for about a week and then it came up again. One possible link is that she is working on the same files that she was last time it happened.

There isn't much else out there on this specific error, so any more feedback would be great.

 

[bleachlpb]

No, never did get/figure out an answer for this problem. I had a work-around for the user, and he was coming into the office at which point I was going to take a look at his laptop directly to see if I could come up with anything. Unfortunately this hasn't happened yet.

If I find anything out, I'll share it here.