Citrix “Cannot start app. Please contact your help desk.”

After standing up a new Citrix site from scratch, we found Citrix Receiver/Workspace apps configured on client workstations configured with SSO couldn’t launch applications.

After a few hours of checking event logs and enabling every Receiver/Workspace logging feature, I only found very generic errors. The most “relevant” error found in the Receiver/Workspace app log was:

Monday, January 13, 2020/4:24:30 PM ICA launch failed from delivery service at https://storefront.url/Citrix/Store/resources/v2/WERbunchofjunkBJQdfdBf4tUHdbWUgSGdbHRoIE1h/launch/ica; reason: GeneralAppLaunchError
Monday, January 13, 2020/4:24:30 PM Got Comms Error
Monday, January 13, 2020/4:24:30 PM Request failed: General error

Searching this error lead me to

The Citrix article explains how to prepare a site for Pass-Through Authentication. Surprisingly, this parameter could be modified via the GUI in XenApp 6.5, but not newer.

Step two provides a PowerShell command which you can run on a site Delivery Controller:

asnp Citrix*
Set-BrokerSite -TrustRequestsSentToTheXmlServicePort $True

To validate the parameter took, run:


Validate TrustRequestsSentToTheXmlServicePort is set to True, then refresh Receiver/Workspace app and relaunch your application.

One reply on “Citrix “Cannot start app. Please contact your help desk.””

Thank you very much!!!!!
This is the exact fix for the same problem we were trying to figure out for 2 days straight!!!!
Thanks a thousand times! You’re a legend

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