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Can you try and see if the issue occurs through RDP? If the issue does not occur using RDP, maybe try excluding the specific process from citrix hooks to see if that makes the issue disappear? https://support.citrix.com/article/CTX107825/how-to-disable-citrix-api-hooks-on-a-perapplication-basis

I was going to suggest testing with RDP as well. I know it is a pain or can be to have users do that.