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Random issue with Office 2016 and Windows 10 not activating

Nick Panaccio | Enthusiast | 70 | Members | 202 posts

I've got a completely random issue that I'm hoping somebody else has come across before. I have Office 2016 installed in its own App Layer, following the recipe to the letter, using KMS activation. Randomly - not all of the time, and I cannot reproduce it at-will - I will login to the VDI desktop, and a few seconds after the desktop loads will be presented with an Office 2016 message about needing to finish configuration/installation. For the life of me I can't recall the exact message, so I'm going to try and grab the exact verbiage tomorrow, hopefully. Before I even get a chance to verify that both Office and Windows appear to be activated, the VDI begins shutting down, and I'm booted out.

 

The layered image consists of the following:

 

Hypervisor: XenServer 7.1 CU1

OS Layer: Windows 10 x64 1703

Platform Layer: Citrix VDA/PVS 7.15 LTSR

App Layers:

  • vCache (D: volume with pagefile and Event Logs moved onto it)
  • Office 2016 (standard apps minus OneDrive and OneNote; KMS)
  • Trend Micro OfficeScan XG
  • Core Apps (Adobe Reader, Cisco WebEx Meeting, and a few other apps)
  • Admin Tools (RSAT, Notepad++, Firefox 57, and a few other apps)
  • Micromedex and Toxicall [Elastic]

 

Throughout my testing, I did not see this issue once until I started working on that final Micromedex/Toxicall elastically-assigned layer. This layer was the only App Layer where I had to actually join the domain to install the application, and then remove it from the domain before Finalizing the layer. The ELM console did throw warnings about things possibly not working with this layer assigned elastically, but I have been able to use the apps in this layer just fine most of the time.

 

I found a post in another thread from gunthera that says the following:

 

Quote

If your activation problem is that both Windows and Office appear to activate successfully but as soon as you check the status, they say they're unactivated again, and this is App Layering 4.5, open a case.  Support has a patch specifically for a Windows 10/2012/2016 activation issue that was introduced with App Layering 4.5.

 

Assuming that I'm able to verify that this is actually an activation issue with both Windows and Office, would this patch still apply to Windows 10 1703 and App Layering 4.7? If so, where can I find this patch?

 

I'm going to try and grab a screenshot of the actual issue tomorrow, but wanted to throw this out here now while I was thinking about it.

Edited by Nick Panaccio
Changed the title to better reflect the issue

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Nick Panaccio | Enthusiast | 70 | Members | 202 posts

For our A/V solution, we have to run Trend Micro's "TCachGen" utility to pre-scan the data. I have chosen to do this after the layered vDisk has been sent to PVS with it in Private mode. Should I be concerned with any of the tasks that run as part of the kmssetup.cmd startup script? I know it creates a lot of "_done.txt" files, as well as runs the OfficeActivate.cmd script, and I want to make sure that I don't need to actually delete anything before shutting down the VM and changing the vDisk back to Standard mode.

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Rob Zylowski | Scholar | 640 | Citrix Employees | 699 posts

Hi Nick,

Windows activates every boot always so starting in private mode to run the av hash utility will not affect activation of Windows.  Office Activation does create a done file so since you are starting up in private mode office will be activated then and then it wont activate every boot. It should though go through the process to update the store so it matches the office layer.  If it were me i would probably remove the done files so office activates during boot or you can edit the scripts so they wont create the done files.  I think it should still work though as long as you are making sure PVS rearms office and that the store did actually update.  You can review the officeactivate log when you are in private mode.  It is also worth reviewing both the officeactivate log and the runato.log when you have a server where office or windows is not activated to see what error you are getting.

 

Rob

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Nick Panaccio | Enthusiast | 70 | Members | 202 posts

Thanks, Rob. Which "_Done" files should I be removing when I edit the vDisk in Private mode? Just "OfficeProPlus2016_KMS_Done"? I assume that I should leave "OfficeStoreCopy_Done" there, unless it doesn't matter if it runs a second time. The vDisk is set for KMS licensing in the console, so I should be good there.

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Rob Zylowski | Scholar | 640 | Citrix Employees | 699 posts

If the store files We’re correctly copied you should check the log to make sure the store files were copied then you can leave the store copy done file but definitely wanted temove the office done file

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Nick Panaccio | Enthusiast | 70 | Members | 202 posts
12 minutes ago, tmoore728 said:

Has this been resolved?  We are seeing the same issue.  Should we take the steps in CTX128580?

 

I haven't seen the issue come back, so I really don't know what was causing it in the first place. The fact that the VMs could sit at the Windows logon screen for a very long time and still have activation happen after somebody logs in was what really threw me. For Office versions, I only install the updates and then re-arm Office. I have done this from v4.7 through our current 4.10, and activation appears to be working just fine now. Sorry I can't be of more help here.

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tmoore728 | 0 | Members | 11 posts

Where do you re-arm office?  Is it in the layer or in the published image?  I know normally you only re-arm office if you have opened it and we make it a point not to open it so we have never done a re-arm.

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Rob Zylowski | Scholar | 640 | Citrix Employees | 699 posts

When you create the layer you would do it as the last step before you shutdwon for finalize.  This is not an issue that is "resolved" really has meaning.  Office activation is scripted during boot.  There are several things that can stop it from being activated so you need to do detailed troubleshooting by looking at the activation logs in the scripts folder.  That should lead you to a cause.

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