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8x8 Support

Citrix VDI integration - 8x8 Work for Desktop & Web


8x8 Work for Desktop is integrated with Citrix to improve your audio calls quality. Currently this is an optimization focused on telephony users who have a Citrix Virtual Desktop environment on their machines.

Applies To

  • 8x8 Work for Desktop on Windows 7.17 or above
  • 8x8 Work for Web on Windows 7.18 or above

This is in closed beta currently and is only available for invited customers. Please email if you would like to participate in the Beta.

Citrix VDI integration system requirements

In order to use Citrix, you must meet the following system requirements.


Citrix Virtual Apps and Desktops service (XenApp & XenDesktop service) version 19.12 or above.

Whitelisting the app

Inside the virtual desktop, IT admins must add the following registry key in order to whitelist the 8x8 Work app to leverage the Citrix optimization:


Key Path: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\WebSocketService

Key Name: ProcessWhitelist


Key Value: 8x8 Work.exe


Checking optimization

You can check if Citrix optimization has been activated inside the app by checking the following indicators:

Local audio devices

Within the app, check Call using dialog and assert Computer - VDI is showing.


Citrix optimization process

On the local machine (thin client) check the following process to be running parallel to 8x8 work.exe:

Windows: ​​HdxTeams.exe

Mac: HdxRtcEngine


Frequently Asked Questions

Why am I not being heard or can't record VM greetings?

It may happen that the Operating System microphone permission prevents the 8x8 Work Desktop app from accessing the microphone. Check this article on how to ensure the app has mic permissions.

Can I use 8x8 Work in multiple VDI sessions simultaneously?

When the app runs inside Citrix VDI and there's a device conflict (same Citrix user is logged on multiple machines and within 8x8 with the same user), the 'This is not the main browser tab of 8x8 Work for Web app. Only the main tab of the app can receive incoming calls.' is shown. This will be replaced with 'The 8x8 Work app is opened in other VDI instances with the same user credentials. Calls can be received in only one instance.'. Calls will be received where the user selects 'Receive calls here'.

Will 8x8 Work for Web work in the Citrix optimization mode as well?

Yes, active development is underway. 8x8 Work for Web Citrix optimization will be available in the following updates.

Known limitations

  • This optimization is focused on VoIP / telephony only at this moment. Video Meetings optimization is not currently available.

  • UC headset call controls in VDI mode not working in v7.17

  • 3-way calls are not supported in 8x8 Work for Desktop while the Citrix optimization is active

  • VDI Optimization is not working when using Citrix through a browser

Additional Information

This optimization is part of the Citrix Ready Unified Communications Program and employs the Citrix Ready Unified Communications Premium integration via the Citrix WebRTC SDK. This is not using the BCR policies.

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