Fix for Windows Update Failures with Citrix SRA 2411 in January 2025

In January 2025, Microsoft released its routine Patch Tuesday updates aimed at enhancing security and system performance across Windows platforms. However, a significant issue emerged for organizations utilizing Citrix's Session Recording Agent (SRA) version 2411, leading to failed update installations and subsequent system rollbacks.

The Issue at Hand​

Devices equipped with Citrix SRA version 2411 encountered problems during the installation of the January 2025 Windows security update. While the update would download and begin applying without apparent issues, the process would fail upon system restart, displaying an error message:

"Something didn’t go as planned. No need to worry – undoing changes."

Following this, the system would revert to its previous state, leaving the update incomplete. This problem predominantly affected enterprise environments, as the SRA is typically deployed in organizational settings for monitoring and recording user sessions within Citrix environments. Home users were largely unaffected.

Understanding Citrix Session Recording Agent​

Citrix's Session Recording Agent is a tool designed to capture and monitor user sessions in virtual environments. It records interactions such as mouse movements, keyboard inputs, and screen activity, enabling administrators to analyze user behavior, troubleshoot issues, and ensure compliance with organizational policies.

Root Cause Analysis​

The conflict arose because the January 2025 security update attempted to modify certain driver files that were actively utilized by the SRA version 2411. The SRA's continuous monitoring interfered with the update's ability to replace these drivers, leading to installation failures. This issue was specific to version 2411, released in December 2024, and did not affect earlier versions of the SRA.

Official Responses and Workarounds​

Both Microsoft and Citrix acknowledged the issue and collaborated to provide interim solutions. Citrix recommended the following steps to successfully install the Windows update:

• Stop the Session Recording Monitor Service:
• Press Win + R, type services.msc, and press Enter.
• Locate the "Citrix Session Recording Monitor Service."
• Right-click on it, select "Properties," click "Stop," set the startup type to "Disabled," and click "OK."
• Install the Windows Update:
• Proceed with the installation of the January 2025 Windows security update as usual.
• Restart the Session Recording Monitor Service:
• After the update is installed, return to the "Services" window.
• Right-click on the "Citrix Session Recording Monitor Service," select "Properties," set the startup type to "Automatic," click "Start," and then "OK."

For those comfortable with command-line interfaces, Citrix provided PowerShell commands to automate this process:

• To stop and disable the service:

  Stop-Service -Name "CitrixSessionRecordingMonitor"
  Set-Service -Name "CitrixSessionRecordingMonitor" -StartupType Disabled

• To re-enable and start the service after the update:

  Set-Service -Name "CitrixSessionRecordingMonitor" -StartupType Automatic
  Start-Service -Name "CitrixSessionRecordingMonitor"

These steps allowed organizations to apply the necessary Windows updates without uninstalling the SRA.

Broader Implications​

This incident underscores the complexities inherent in maintaining compatibility between operating system updates and third-party applications. It highlights the importance of thorough testing and communication between software vendors to preemptively identify and address potential conflicts.
For IT administrators, this serves as a reminder to stay vigilant about software dependencies and to have contingency plans in place for critical updates. Regular monitoring of vendor communications and prompt application of recommended workarounds are essential practices to ensure system stability and security.

Looking Ahead​

As of April 2025, Microsoft and Citrix have been working on a permanent resolution to this compatibility issue. Organizations are advised to monitor official channels for updates and to apply any forthcoming patches or updates that address this problem.
In the interim, adhering to the provided workarounds will help maintain system integrity while ensuring that security updates are applied in a timely manner.
This situation serves as a case study in the importance of proactive system management and the need for robust collaboration between software providers to navigate the ever-evolving landscape of enterprise IT.

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Source: support.microsoft.com April 22, 2025—KB5055612 (OS Build 19045.5796) Preview - Microsoft Support