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Citrix License Telemetry FAQ

Question and Answers

General License Telemetry Questions

What was announced?

In mid-October 2022, Cloud Software Group made changes regarding license telemetry for on-premises (customer-managed) environments which use the Citrix License Server:

  • Starting with License Server 11.17.2 Build 40000, the on-premises (customer-managed) License Server software started requiring the collection  of limited license telemetry data to Citrix for license compliance.
  • Cloud Software Group has announced that it is requiring Citrix customers to transition to License Server Version 11.17.2 Build 40000 or newer by March 31, 2023, and subsequent new License Server versions within 6 months of the release of each new Version. License Server license collection and reporting (automated or manual) must be active for License Server Version 11.17.2 Build 40000 and beyond. Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow automated license reporting. For a detailed explanation of the license telemetry functionality and the limited data being collected, see the License Server product documentation.

What is changing with license telemetry?

With this change, Cloud Software Group is aligning the reporting of license telemetry data for on-prem products with the standard reporting provided in cloud services where the data is automatically collected and enforced as a part of service delivery.

  • Cloud Software Group now requires license telemetry reporting for those on-prem (customer-managed) products that leverage Citrix License Server.
  • CSS program terms specifically require license telemetry reporting (either automated or manual).

License telemetry reporting for on-prem products is limited to the license telemetry data necessary to confirm customer license compliance.

Why is Cloud Software Group enforcing license telemetry?

Cloud Software Group is collecting license telemetry data for its legitimate business interests, including license compliance. 

Which products will support or require license telemetry?

All Citrix products and services will support license telemetry. The license telemetry changes will affect all products that use the Citrix License Server.

Customer Impact & Expectations

Which customers will be impacted and what is the expected impact?

  • Automated license telemetry reporting will be required for all customers except those with non-standard terms not encompassing the requirement.  
  • Customers who have blocked automated license telemetry payload traffic on their firewall will need to update their rules to allow for such traffic or submit regular, manual reporting uploads of telemetry data.

What are the consequences of not enabling license telemetry?

Enabling license telemetry is a CSS program term requirement for receiving product support. The Program Terms section of the License Compliance Center at
https://www.citrix.com/about/legal/product-license-compliance.html was updated with the following text the week of Oct 17, 2022:

“Through your purchase of Customer Success Services, you agree to allow Citrix to audit your license compliance pursuant to the license compliance terms explained in this Citrix License Compliance Center. You understand that Citrix License Server collects and reports limited license telemetry to Citrix for on-premises product licenses to support license compliance.  For those licenses, Citrix requires that you transition to License Server Version 11.17.2 Build 40000 by March 31, 2023, and subsequent new License Server versions within 6 months of the release of each new Version.  License Server license collection and reporting (electronic or manual) must be active for License Server Version 11.17.2 Build 40000 and beyond.  Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow electronic license reporting.  For a detailed explanation of the license telemetry functionality and reporting obligations, see the License Server product documentation. Should you have questions or concerns, contact Customer Care.  Citrix may suspend or terminate your Customer Success Services for non-compliance with these requirements without liability in addition to any other remedies Citrix may have at law or equity.  These requirements do not apply to the extent prohibited by law or regulation.”

What is “Manual Reporting?”

For customers who cannot report licenses automatically due to being in isolated network environments, etc., a process is available for the customer to manually collect and upload the license telemetry data on a regular basis.

What will customers be required to do to comply with license telemetry requirements?

Customers will need to:

  • Leave the license telemetry reporting functionality in License Server unchanged, or manually report data to Citrix.  Only customers not subject to the automated reporting requirement or otherwise granted an exception may turn it off after License Server installation.
  • Upgrade to License Server 11.17.2 or later by March 31, 2023
  • Confirm (and adjust as needed) that their network configuration provides the License Server with an internet connection and has firewalls configured to enable the payload uploads.
  • Stay current with License Server updates in the future, including upgrading License Servers within 6 months of new releases.

What expectations will we have for partners?

Partners play a key role in Citrix product deployments. As we require license telemetry, partners will be expected to:

  • Train and enable their customers on the new requirements.
  • Follow Cloud Software Group’s recommended practices on the deployment of the new License Server to ensure uploads are enabled.
  • Work with Cloud Software Group on addressing license usage beyond purchased entitlements.

How do we address privacy requirements & compliance?

License telemetry data reporting is very limited in nature, and only involves the collection of the telemetry data necessary for our legitimate business interests, including license compliance. This process has been designed to conform to the requirements of the European Union General Data Protection Regulation as well as other applicable global data protection laws.  Customers may review more information about license telemetry reporting, including the specific data elements collected for this purpose, in the product documentation.  Customers seeking an exception to these reporting requirements based on unique business needs will be able to apply for an exception.  These will be granted on a very limited basis.


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