Topic: When you start SuperNova through a Citrix XenDesktop session, you receive an error message “Support Message code 11” and are prompted to run the software in “Emergency Mode”.

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Last updated on:

Applies to: SuperNova Enterprise, SuperNova Magnifier, SuperNova Magnifier & Screen Reader, SuperNova Magnifier & Speech

NB: Please note that product names in this article may have changed since the time of writing.


When you attempt to start SuperNova through a Citrix XenDesktop session, you receive the above error message and are prompted to run in Emergency Mode. Choosing to “install components and restart” the computer does not resolve the issue.


First of all, refer to the following article:

Once these steps have been carried out, for XenDesktop also make the following required changes:

 For XenDesktop (with WDDM) you need to do the following on the VDI:

  • Import the registry key available from
  • Ensure that there are NO “Configure” DWORD keys present as per the SuperNova Enterprise documentation.
  • estart the VDI and then test.

For XenDesktop (without WDDM) and XenDesktop 5 you need to do the following on the VDI:

  • Import the registry key available from
  • Navigate to "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\Dolboot".
  • Create a DWORD Value called "Configure" .
  • Set the Value Data to "16" decimal (not hex).
  • Restart the VDI and then test.




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