Failed to convert guest [VM_NAME]. XenServer tools are not installed

Symptoms

• Unable to create RAS Template. After following the wizard and hitting Finish the VM is not occuring in RAS Templates list.

• VDI Agent log shows the following:

  [E 0C/00001009/TB5005B70] Failed to convert guest [wcedr09gi01 for Parallels]. XenServer tools are not installed.
  [E 0C/00001009/TB5005B70]  CitrixXENServer error occured. (Generic error code = 0x000000B7)
  

• However in VM itself you can see that XenServer Tools are listed in installed applications list.

Cause

XenServer Tools are corrupted/not functioning properly. As a proof you may check if you are able to check the XenServer Tools version by using the XenCenter console:

Execute the command:

xe vm-list

Copy the UUID of the affected VM and execute the command:

xe vm-param-get param-name=PV-drivers-version uuid=XXXXXXXXXXXX

It should show you the Tools version in the output.

Another way to check if Tools are working properly:

In XenCenter, highlight the VM > switch to General tab.

Normally the Virtualization state filed should show you the version of installed Tools and you should be able to use Shut Down/Reboot/Suspend buttons:

If XenServer Tools are not installed/ not functioning properly, the Shut Down/Reboot/Suspend buttons will be greyed out:

Resolution

Reinstall Citrix XenServer Tools, make sure that they are listed properly in XenCenter. After that try to create RAS Template once again.