Category Archives: Citrix Monitoring

How End-User Experience Dashboard Enables Users to Quickly Diagnose Virtual Desktop Slowness

User Experience a Key for Virtual Desktop Success

Great user experience is a key to the success of any virtual desktop deployment. If users believe that the performance of virtual desktops is slower or less reliable than that of physical desktops, they will want their physical desktops back.

The performance of virtual desktops depend on many factors – the connection broker that manages user sessions, the virtualization platform on which the desktops are hosted, the storage tier supporting the virtual desktops, the provisioning servers that stream the desktop operating system, the enterprise applications being accessed by users, the virtual desktops themselves and the user’s terminals and their connections to the data center where the virtual desktops are hosted. Virtual desktop administrators have complete control over the connection brokers, virtualization platform, provisioning servers, and storage, but they do not often have visibility into or control over the network connectivity from a user’s terminal to the virtual desktop or the applications running inside the virtual desktop.

Virtual Desktop Performance is Not Always Controlled by the VDI Administrator

The below two factors can have a significant impact on user experience and user confidence in the virtual desktop service.

  • Impact of poor network connectivity on virtual desktop performance: Many virtual desktop deployment scenarios involve users being in remote locations than the virtual desktops they access. For instance, many companies outsource key business processes offshore. In such cases, knowledge workers in countries like India and Philippines connect to virtual desktops over wide area networks. Congested WAN links can result in virtual desktop slowness being perceived by users. Even in flexwork situations, users working from home can be connecting over low bandwidth lines to their virtual desktops. In such situations, virtual desktop administrators cannot be held responsible for poor virtual desktop performance
  • Impact of virtual desktop applications on the user experience: Applications run by the user on a virtual desktop can also cause slowness. Many a times, the user is not even aware of such a situation. For instance, one of the applications launched on the desktop could have a memory leak, causing the desktop to become slower and slower over time. Another common occurrence is when users access non-corporate web sites from their browser. These web sites can trigger the execution of client-side scripts on the browser, taking up key CPU resources on the desktop.

Unfortunately, irrespective of whether the slowness is caused by the virtual desktop, the network tier, or within the virtual desktop infrastructure, the user complaint is that “the virtual desktop service is slow”.  In such situations, administrators end up spending a lot of time and effort troubleshooting performance issues that are not within their control. Long problem diagnosis cycles also result in frustrated users.

eG’s End-User Performance Dashboard: Performance Visibility for End Users

eG Enterprise’s end-user performance dashboard provides end-users with key insights into the performance of their virtual desktops. From the dashboard, users can see the performance of the network connecting their terminal to the virtual desktop. They can also see the resource utilization within the virtual desktop and see what applications executing in the desktop are taking up resources.

eG End user dashboard showing key performance metrics, their detailed diagnosis and historical values for analysis

The key benefit of the end user dashboard is that it empowers end-users to quickly diagnose if a performance problem is being caused in areas of the infrastructure that are within their control. If a performance problem is in the interconnecting network or in one of the applications the user has launched, the user can initiate corrective action (e.g., kill the offending process, contact the local network team, etc.) to alleviate the issue. This results in fewer complaints and trouble calls to the virtual desktop helpdesk and administrators. As a result, support costs are lower, users less frustrated and they have more confidence in the virtual desktop technology.

User can notice the higher utilization of a key resource (e.g., CPU) and can dig deeper for detailed diagnosis. In this figure, the user can clearly identify that Windows Media Player is consuming excessive CPU inside the virtual desktop and could be affecting the performance of other applications.

Some of the key questions that users can answer with the end-user dashboard and the corresponding actions they can take are indicated in the table below:

Questions a User can Answer with the End-User Virtual Desktop DashboardAction the User can Initiate
Is the network connectivity from the user’s terminal to the virtual desktop the cause of virtual desktop slowness?Raise a complaint with the user’s local network team to resolve the issue.  Try connecting from an alternative network if that is possible.
Is any application consuming excessive resources on the desktop (high CPU, high memory, lot of disk I/O) and thereby slowing performance for other applications?Kill the offending application process or stop the application
Is there a memory/handle leak in one of the applications running in the desktop that could be causing slowness of the desktop?Kill the offending application process or stop the application
Is there excessive traffic from the desktop – printer, audio, video, USB – that could be causing slowness during remote desktop access?Stop all bandwidth-intensive operations (eg. Audio/video players) on the desktop.

With eG’s end-user dashboard, users do not have to have login access to the performance management system. Administrators can publish the dashboard for access to virtual desktop users. By entering his/her domain user name, a user can get to see the performance of his / her virtual desktop session. Historical performance can also be observed for all key metrics.

Real-World Experience: User self-service lowers Virtual Desktop Support Calls

Our customers have observed that with basic training, end users are able to learn how to do a first level triage to see if the problem is in their network or in their virtual desktop. They can contact the virtual desktop team only if the problem is neither in their network nor in their virtual desktop. This way, the end user dashboard allows enterprises deploying virtual desktops to:

  • Reduce the volume of helpdesk calls;
  • Have their key VDI experts spend time troubleshooting issues that lie in domains that they control;
  • Resolve virtual desktop performance issues at the earliest (since problems are directed to the right domains);
  • Build confidence in the user community about the technology.

Related Articles

Using Microsoft SCOM to Monitor Citrix XenApp and XenDesktop: What Are Your Choices?

Not surprisingly, many organizations that use Citrix technologies for remote desktop and application access are Microsoft Windows shops. Many of these organizations already have a deployment of Microsoft System Center Operations Manager (SCOM) for infrastructure monitoring.

While SCOM is a great tool for monitoring Microsoft applications, there is no native support for monitoring Citrix XenApp and XenDesktop. For organizations that need to monitor their Citrix XenApp and XenDesktop using Microsoft SCOM, there are only two management pack options available in the market. In this blog, we will compare the capabilities of both of these options.

Option 1: The Citrix SCOM Management Pack for XenApp and XenDesktop

This is a native management pack available to Citrix Platinum customers. Formerly owned by Comtrade, Citrix acquired this management pack in January 2016.

Key Capabilities:
  • Monitors all Citrix tiers such as XenApp, XenDesktop, XenServer, StoreFront, NetScaler, Provisioning Servers, License servers, etc.
  • Auto-discovers all Citrix components in your Citrix farm and adds them to SCOM
  • Organizes Citrix components in SCOM’s native folder-based topology structure
  • Displays performance alerts for Citrix components within the SCOM console
  • Offers performance reports for historical trends and analytics
  • The Citrix SCOM Management Pack is available at no cost to Citrix Platinum customers with active Subscription Advantage or Software Maintenance. However, if you are run Enterprise, Advanced, Fundamentals, or other forms of Citrix licensing, you must upgrade to Citrix Platinum in order to integrate with SCOM.
  • Frequently, Citrix administrators are blamed for Citrix slowdowns and are forced to prove that it is caused by one of the tiers supporting Citrix (e.g., virtualization, storage, network, desktop, etc.). And, because the Citrix SCOM Management Pack provides monitoring of the Citrix tiers only, in order to monitor the other infrastructure tiers that support Citrix – e.g., VMware, Nutanix, storage, etc. – you will need to find additional third-party management packs for SCOM from other vendors.
  • Without the advantage of end-to-end monitoring across the entire Citrix infrastructure, administrators using the Citrix Management Pack for SCOM lack correlated visibility. Therefore, manual effort and expertise are required to pinpoint the root cause of Citrix issues, adding time and complexity to troubleshooting performance issues.
  • For monitoring just the Citrix tiers, the Citrix SCOM Management Pack is still not a complete solution. As one example, it lacks the ability to simulate user logons for synthetically monitoring and alerting on the Citrix infrastructure.
  • The topology views available in SCOM represent groupings of the different tiers, but not the inter-dependencies between tiers, so they cannot be used to pinpoint the root cause of problems by linking the cause and effects of problems.

Option 2: The eG Universal Management Pack for SCOM

With the eG Universal Management Pack for SCOM, SCOM administrators can monitor all the Citrix tiers and the supporting infrastructure from the same console. They can see any issues detected in the infrastructure, drill down to see from which layer/server the problem originates and even diagnose further to see how the problem can be corrected quickly. Customized dashboards can also be exported from eG Enterprise into SCOM, so different stakeholders can see the KPIs of interest from inside the SCOM console itself.

This Management Pack is just one component eG Enterprise: a comprehensive performance monitoring solution for Citrix environments, with out-of-the-box support for heterogeneous infrastructures and multi-vendor platforms. Unlike the Citrix SCOM Management Pack, there are no Citrix license restrictions on the eG Universal Management Pack for SCOM. It is available for all Citrix customers.

The eG Universal Management Pack for SCOM gathers performance insights from all Citrix tiers and non-Microsoft tiers (such as VMware, Oracle, Nutanix, SAP, etc.) and presents them inside the SCOM console, delivering single-pane-of-glass visibility for SCOM administrators. Without requiring multiple management packs from different vendors, SCOM administrators can get centralized and unified visibility of the entire Citrix and non-Citrix infrastructures, all from inside Microsoft SCOM.

Key Capabilities:

With the eG Universal Management Pack for SCOM, you can:

  • Monitor of all aspects of the Citrix infrastructure (XenApp, XenDesktop, XenServer, NetScaler, StoreFront, PVS, etc.) and the non-Citrix tiers supporting Citrix access (e.g., network, virtualization, storage, database, cloud, etc.)
  • Auto-discover all Citrix and non-Citrix components, and get performance insights within the SCOM console
  • See a consolidated listing of alerts for all IT components, all available within the SCOM console. Leverage the automatic root cause diagnosis functionality of eG Enterprise to trigger intelligent alerts, thus reducing alert volume and false positives in SCOM.
  • Incorporate logon simulation and full session simulation in your arsenal of tools for Citrix monitoring, thereby enabling proactive problem detection even when no users are connected to your Citrix farm
  • Access purpose-built dashboards in the SCOM console for quick and easy problem diagnosis
  • Conveniently drill down into eG Enterprise for further analysis and diagnosis of performance problems. Also access historical performance reports for trending, forecasting, capacity planning, infrastructure optimization, right-sizing, and compliance.

Helpful Resources:

Two Easy Methods for Troubleshooting Citrix Logon Issues

One of the most challenging tasks for a Citrix administrator is troubleshooting Citrix logon issues. Citrix session logon is the very first step that a user performs when connecting to a Citrix farm to access virtual desktops or applications. When logon fails or is slow, it directly impacts the productivity of the user.

52% of respondents to the recent survey of Citrix professionals by eG Innovations and DABCC ranked slow logon as the most common user complaint.

There are over a dozen steps in the Citrix logon process (this is true for both Citrix XenApp and XenDesktop), and slowness in any one of these steps can make Citrix logon slow. Furthermore, many of these steps rely on external servers and services (e.g., authentication on Active Directory, profile loading from a profile server, etc.). This makes logon troubleshooting a challenge for Citrix admins, as they must determine the root cause of the problem for effective resolution. In this article, we will look at two ways to easily detect, diagnose and triage Citrix logon issues.

#1 Reactive Troubleshooting with Real User Logon Monitoring

When a Citrix user calls in to report a logon issue, the IT staff must be able to immediately diagnose it in real time and identify the cause. An essential requirement for fast response is a Citrix real-time monitoring and historical reporting solution that provides immediate visibility into every Citrix user logon. Ideally, the monitoring solution must be able to track the overall logon time and, additionally, provide a breakdown of which step in the logon process was slow.

Slow logon is one of the toughest problems for #Citrix admins to solve. Learn how you to troubleshoot slow #XenApp and #XenDesktop logons in two easy ways.


With this data in place, it is then possible to equip operations personnel with the details they need to troubleshoot slow Citrix logons. For example, when a user “Keith” calls, complaining of slow Citrix logons, the administrator can access a Citrix logon performance report from the web console that provides details on Keith’s recent logons (past hour or any custom period). This analysis of Keith’s historical logon details can be performed even if he is not still logged into the Citrix farm.

There are various steps involved in enabling Citrix XenApp logon: brokering, VM start, HDX connection establishment, AD authentication, Group Policy processing, logon script execution, profile loading, interactive session processing, etc. A problem in any one of these steps will cause logon slowdown.

Using a logon performance report, the Citrix admin can view the processing time for each logon step and identify the exact step that is causing a slowdown – allowing the team to focus on troubleshooting the issue rather than spending time diagnosing it.

From the above example, we can see that the interactive session duration for the user Keith is very high in comparison to the other logon steps. This gap allows the administrator to confirm the issue reported by Keith and, further, pinpoint the exact step of the logon causing the slowdown.

Going deeper into analyzing the cause of slowness, the administrator can diagnose why interactive session duration is so high. With the new FlexCast Management Architecture (FMA) in Citrix XenApp and XenDesktop 7.x, logon processing occurs in two places:

  • The Delivery Controller, which is responsible for managing user access, brokering and optimizing connections
  • The XenApp server or XenDesktop VM where the Citrix session gets created, the drive gets mapped, and user credentials are authenticated

To troubleshoot Citrix logon issues, visibility into logon processing actions in both the Delivery Controller and the XenApp server/XenDesktop VM is necessary.

  • The breakdown of logon time as shown above is the view obtained from the Citrix Delivery Controller.
  • The figure below shows the drilldown capability available – for viewing the metrics obtained from the XenApp server/XenDesktop VM to further troubleshoot this issue.

In this example, clearly most of the processing time is spent handling Group Policies. The details provided in this drilldown highlight that one of the client-side extensions (CSE) is responsible for the slowdown.

This example highlights how, in just a couple of clicks, the Citrix admin can identify the exact cause of Citrix logon slow performance. Using an effective Citrix monitoring solution, helpdesk personnel can identify logon issues without assistance, reducing the troubleshooting effort required by Citrix administrators.

#2 Proactive Troubleshooting with Synthetic Logon Monitoring

Citrix administrators are constantly looking for ways to be proactive – detecting and fixing performance issues before users notice. Real user monitoring, as shown earlier, is useful to detect issues after they happen. But to help Citrix administrators proactively identify logon issues, a Citrix logon simulator can be used.

Using synthetically simulated logon scenarios and testing them from remote locations, administrators can proactively find and fix issues before real users and business services are affected. A logon simulator tracks the time taken for each step of the logon process during the simulation and highlights the exact step causing a slowdown. This can also be used to:

  • Benchmark logon performance
  • Compare logon performance across locations
  • Test for logon issues before production updates

eG Enterprise is a Citrix Ready performance management suite that combines both real user logon monitoring and synthetic logon simulation to deliver a comprehensive solution for identifying, diagnosing and resolving Citrix logon issues.

Review our Citrix Troubleshooting Guide to solve your most challenging Citrix issues

Citrix Troubleshooting 101: Frequently Asked Questions

Citrix Virtual Apps and Desktops deployments are performance sensitive. There are many components both datacenter-side and client-side which must be optimally performing together to deliver a consistent and performing virtualized apps and desktops solution. With many different components in play, it can often be a challenging task for a Citrix administrator to determine the impact or cause of a Citrix related problem. Citrix troubleshooting nevertheless becomes challenging.

From the 2018 Migration Survey conducted by eG Innovations, some interesting statistics surfaced:
  • 59% of 795 Citrix professionals voted that slow logons were the number one problem for them.
  • 44% voted that frozen sessions were a problem.
  • 33% voted that slow application launches were almost common as any other fault.

At eG Innovations, we recently joined forces with a Citrix CTP George Spiers to deliver a webinar on the topic “Citrix Troubleshooting 101.” More than 650 people participated in this engaging live webinar. The webinar was hugely popular simply because as mentioned, Citrix administrators want to be able to quickly and more efficiently diagnose issues within the environment.

Citrix issues ultimately result in lost productivity and company revenue. The severity of lost productivity and revenue is mainly determined by the time it takes to resolve an issue. For an administrator to be successful in Citrix troubleshooting, the process of elimination is key. The process of elimination can be applied to three particular troubleshooting tactics that were highlighted in the webinar. Following these tactics will help you to become more efficient at diagnosing Citrix problems:

  1. Determine the scope of the problem: Does the user face an issue with a task they are trying to complete or all tasks?
  2. Determine the magnitude of the problem: How many users are impacted?
  3. Determine the source of the problem: Does the issue reside client-side or within the corporate infrastructure?

Watch Webinar: Citrix Troubleshooting 101 »

We compiled the dozens of participant questions into three groups below: Citrix Troubleshooting, Citrix Optimization and Citrix Monitoring. George Spiers provided all answers based on his real-world Citrix consulting projects. We encourage you to save and regularly reference this Citrix troubleshooting guide for any issue you may encounter.

Questions & Answers for Citrix Troubleshooting 101

Citrix Troubleshooting

1. Are there any tips to improve remote access performance?

  1. Firstly, on Citrix ADC (formerly NetScaler), bind the TCP profile “nstcp_default_XA_XD_profile” to your Gateway virtual server.
  2. Secondly, edit profile “nstcp_default_XA_XD_profile” on ADC and uncheck “Use Nagle’s algorithm”.
  3. Take a look at the “Optimized for WAN” Citrix policy template within Citrix Studio, which will give pointers to configuring policy settings that can help improve performance over WAN.
  4. Consider preparing your ADC Gateway virtual servers and end-user devices to support Adaptive Transport. You can read more here:

2. Can you configure Citrix Director’s application probing for published desktops?

No, currently, Citrix Director’s application probing only supports published applications. You may want to consider logon simulators and full session simulators available in the market. See the following links:

3. I was using Citrix Director and could not logoff/disconnect user’s session. What would the next step be?

The next step would be to log on to the VDA and attempt to end the user’s session from there. That may involve you killing hung processes. If that does not work, see

4. Regarding brokering times with different versions, have you seen a significant difference between 7.15 to 7.18?

I haven’t personally seen any significant differences, nor have I come across any Citrix publication regarding this.

5. Our user logon times are about 30 seconds, with Internet Explorer initialization taking the most time. What would you advise to help us make logons faster?

To improve logon times on Citrix Virtual Apps and Desktops, you can use several optimization scripts for Windows server and desktop operating systems which I have created, See Besides this, other common practices for reducing logon times include Group Policy housekeeping, profile management best practice configuration, Write Cache best practice configuration, auto-logon and so on.

You can refer to this webinar “How to Make Citrix Logons 75% Faster” for additional details.

6. How do you quantify slow logon? Is a 30-second logon considered slow?

30 seconds and below is what I like to achieve in all my deployments. I can accept 40 seconds or less, but 30 seconds downwards is the real goal.

7. We are using Citrix Workspace Environment Management (WEM) in our infrastructure. Are there any disadvantages of using WEM over CPM? Also, is WEM available for on-premises XenDesktop?

WEM and CPM are different products and they both have different uses. It can actually be beneficial to run both, as they work together well. Citrix WEM applies printers, mapped drives, registry settings and other actions to a user’s desktop session. Profile Management captures and roams the user profile between desktop or virtual application sessions.

WEM is available with XenDesktop Enterprise (now Virtual Apps & Desktops Advanced) and above subscriptions.

8. We have XenApp 6.5/XenApp 7.6, and we have published the same apps on Windows 2008 and Windows 2016 respectively. But performance is slow on XenApp 7.13/Windows 2016. Why do you think this would be?

One of the reasons for this could be that you have not optimized the Windows Server 2016 image? Default settings in the operating system are not the best. Please refer to my optimization script: Also keep in mind that out of the box Windows Server 2016 will require more resource than Windows Server 2008. So, you should assign an extra 1-2GB RAM and another 1-2vCPU and see if there is much difference in performance between the two environments.

9. Often our users get the “session interrupted” notification on the corner of their session. Would this be network related? Or is it an issue on the client side?

“Session interrupted” notifications generally occur when there is a network issue between the Virtual Apps server or desktop and the client terminal. I would run through a process of elimination to see if the issue only happens at a specific user location, with specific endpoint clients, with specific Receiver versions and so on.

You could also monitor the VDAs and check to see if there are TCP connection drops being reported. Have your network team run tests on the networking devices that are client-side to see if there is any packet loss.

10. Do you have any thoughts on what’s the main cause of PVS target retries and how to troubleshoot them effectively?

This can be caused by network blips such as spikes in latency/packet loss. A slow performing/saturated storage array where the Target Device is stored or the PVS vDisks are stored can also be the cause of retries.

11. How often do you recommend we reboot XenServer hypervisors?

I only recommend rebooting XenServer hypervisors either during disaster recovery testing phases, or when applying hotfixes to XenServer.

12. How often should VDA’s be rebooted?

I typically like to reboot my virtual apps workers at least every 1-3 days. However, it again depends on how often the VDAs are used and how much resource is assigned to them.

13. Is there any tool that can identify slow printing in a Citrix session?

Third-party products can monitor print servers, VDAs, and the network to inform you if there are problems. Often slow printing can be the result of bad printer routing e.g. a printer and print server with a lot of latency between them or too many hops in the communication path. For this, take a look at the Citrix policy setting “Direct connections to print servers” which is explained in detail here:

Other reasons for slow printing can be due to outdated/problematic print drivers in use, or lack of bandwidth/prioritization of the printing virtual channel (ICA).

14. What UDP port is needed for EDT?

UDP ports 1494 and 2598 are required. If you are providing EDT access via Citrix Gateway, then only UDP 2598 is required to be open from the Internet to Gateway.

15. Is there any way of easily finding bandwidth issues with NetScaler? We have a VPX 200 and are wondering whether it is a bottleneck for external users.

The “Packet CPU Usage” counter on the Dashboard of Citrix ADC will show you if the ADC device is reaching its bandwidth limit or not. You can run reports from the Reporting tab. A built-in report named “CPU vs. Memory Usage and HTTP Requests Rate” can help.

Likely the Citrix Gateway is not the bottleneck though. If you are connecting in from a high-speed, broadband link and you still see latency, which would be cause for concern and potentially point towards it being a Gateway or DMZ issue.

Citrix ADM (Application Delivery Management – formerly known as NetScaler Management and Analytics System/MAS) can help track HDX Insight data and get reports on WAN latency, ICA RTT, datacenter latency and so on.


16. Is it possible to enable Receiver logging on a thin client, i.e. HP thin client or Dell thin client?

There are procedures set out by Citrix on how to enable logging for Windows and Linux etc. Workspace app (Receiver) editions. You should consult with your thin client vendor on how these procedures can be carried out on the thin client.

17. Error 1102: The Citrix Broker Service failed to broker a connection for user ‘\user’ to resource ‘Desktop1234’. The virtual machines ‘’ rejected the request to prepare itself for a connection. This problem usually indicates that the virtual machine is engaged in an activity such as restarting, entering a suspended state, or processing a recent disconnection or logoff. Do you have any guidance to troubleshoot this?

Determine if this issue only happens to particular VDAs, particular VDA versions etc.

Also, check how many users are currently connected and if you have enough VDAs/resource to handle more users.

If this issue is only experienced during logon storms such as in the morning, then there might be a lack of VDAs to handle the concurrent logon rate (which can be adjusted via policy).

18. I would really like to know if Citrix offers a documented protocol for troubleshooting the software stack. Something starting with what baselines to get when things are working and what corrective actions to take when a given part of the stack is not meeting those baselines at the time people are complaining.

You can capture baselines yourself at the beginning of a deployment which helps when comparing the same once users have been loaded on to the environment. However, you really need third-party monitoring solutions that can alert you when parts of the infrastructure are under stress or down. You can configure alerts when metrics breach defined thresholds. For example, logon times. Citrix Director has some of this capability, but the capability is dictated by the license you own and is limited more to monitoring Citrix VDAs and sessions, and not so much the supporting infrastructure.

19. We have seen many issues with respect to degraded performance and session disconnected issues. We are supporting multiple versions of XenApp & XenDesktop both on-premises and in the cloud. Performance degrades both in published application and VDI. We have not seen any network issues. Users can’t launch the session if the session is in a disconnected state (not all times). I have seen this issue often in the cloud. Do you have any tips to investigate and address this?

It is a problem that could be caused by many things. I would try to eliminate possibilities of it being the image, high CPU/RAM consumption on VDAs, Workspace app version, the client used, network location used, VDA version used and so on. If it happens in the cloud, I assume you have VDAs in Azure or AWS. The degraded performance and disconnects typically relate to network issues but it could be the VDA itself hanging. You will have to start troubleshooting from a high level and work your way down as you rule factors out one by one.

20. How to troubleshoot TDIca.sys BSOD? This is on a Windows Server 2008 R2 image and our current version of Citrix is 7.15.3000. We have them hosted on VMware 5.5 using MCS. When I first created the Site, all was working fine without any issues. I didn’t even have to do a weekly reboot, but now this seems to happen on a weekly basis. Any tips to triage this issue?

I would look at what has changed in the environment. Sometimes it is quicker to build a fresh new image considering the problems you face and the time it may take to troubleshoot them.

21. Recently we upgraded XenApp 7.6 to 7.15 CU3 after which some features inside the published apps are not functioning when users launch URLs from 7.6 dedicated Windows 7 VDI. When they launch the same URLs outside of a VDI desktop (local computer), RDP, vSphere, all app features are opening as expected. Only VDI users are getting this problem. What could be the issue?

You have a XenDesktop 7.6 VDI site running Windows 7 VDAs, and those guys launch published apps from a XenApp 7.15 CU3 site. Now some of the features inside the published apps no longer work, whereas they used to work when running XenApp 7.6.

Has anything else changed on the Windows 7 image such as an upgrade of Receiver for Windows?

22. When I’m undocking the laptop from the disk (wired) and continuing to work under wireless LAN for 1 hour in the conference room, and after returning to the desk and docking the laptop back on the base-station (wired), the Citrix virtualized application session that previously ran then fails to respond. What is the likely cause, how to troubleshoot it? Is there any tool available to detect or even auto-fix the issue?

Have you tried updating to the latest Workspace app, or tried the same scenario using a newer VDA version? If that does not work, I would suggest you contact Citrix support.

23. Launching a virtual application takes forever – crawling slowly that the response was like progressing in each of the launching stages for 5 minutes or more. Though no apparent network bottleneck was suspected when transmitted across the network outside Citrix. On another occasion, the same application just launches within 1-2 minutes. What do you think would be causing the delay?

Monitoring tools such as eG Innovations can give detailed insight into the Citrix logon process and what is causing the various steps to take so long.

You should put one of the affected VDAs into an isolated Active Directory Organizational Unit with no Group Policies applying.

Other things to try are testing the logon time through a console session rather than ICA, disabling profile management (if in use) and so on.

The process of elimination will help find the root cause quicker.

24. Is any script available to auto-delete user profiles from a profile server which will help admins from manually doing it?

Profile Management can auto-delete profiles from a VDA using policy setting “Delete locally cached profiles on logoff”.

When it comes to deleting profiles from a profile server automatically, there isn’t any script out there to do that. The script wouldn’t know which profile to delete and when.

25. Does Citrix Cloud make troubleshooting any easier?

The answer is both yes and no! You have less to troubleshoot because management of the control plane (Delivery Controllers, SQL servers, etc.) is done by Citrix. This said:

– You are still responsible for monitoring and managing the virtual apps servers and virtual desktops;

– And you still have ownership of the overall service performance. When there is slowness, you will still need to understand how to pinpoint where an issue lies. If the issue is with Citrix Cloud, then you must depend on Citrix to fix it.

The eG Innovations webinar “Does Using Citrix Cloud services make performance monitoring easier?” may be something you want to review for more details.

Citrix Optimization

26. I’m optimizing a Windows 10 image using App Layering but unsure which layer I should remove UWP applications from?

You should remove these applications from the OS Layer.

27. What about antivirus solutions, do you recommend installing antivirus on the main image? Or do you recommend deploying antivirus on Delivery Group desktops?

Antivirus agents should be installed on the gold image and all other infrastructure components such as your Delivery Controllers and StoreFront servers.

Hypervisor introspection is a technology that allows for lightweight agents or no agents at all to be placed on the VDA to reduce footprint. This technology can help with scalability.

28. What is the ideal spec for VDA?

There is no ideal specification as it depends on the workloads of your users. Typical “Task Worker”, “Knowledge Worker”, and “Power User” Windows 10 workloads may be able to use “2vCPU/2GB RAM”, “2vCPU/4GB RAM”, and “4vCPU/8GB RAM” configurations respectively, but you need to test these numbers in your own environment.

29. For best performance, you recommended, ‘Have enough DDCs to handle requests.’ What numbers would you recommend?

A Delivery Controller can support up to 5000 VDAs. If you have 10,000 VDAs for example, deploy 3 DDCs minimum. You should always follow the N+1 model. This allows you to endure a Delivery Controller failure without impact.

30. I have seen dramatic differences in the use of Write Cache space if a machine vDisk is ‘optimized’ after imaging or updating a master VM. Can you explain why this is so?

An optimized image is leaner, so there is less going on. That is the reality. As a result, the Write Cache should not be used as much as a bulky image with everything turned on would use it. I suggest regularly performing disk defragmentation on your vDisks as that also drives down Write Cache usage.

31. Will session pre-launch utilize system resources even if the user has not launched the application?

Yes. Some processes on the VDA will be running, ultimately consuming resources. However, the resource utilization should be low given the session will be idle.

Citrix Monitoring

32. For monitoring AppFlow, you mentioned a Premium ADC license is required. Does an Advanced ADC license not give AppFlow monitoring? Is there any other option there to monitor AppFlow?

For HDX Insight, a Premium license offers historical capturing of this data. An Advanced license only provides 1 hour, so basically real-time capturing. Web Insight is different and does not have a licensing requirement.

eG Innovations and other Citrix Ready monitoring partners offer AppFlow monitoring capabilities that will work if you have an advanced ADC license.

33. I have some users who report that their session was slow outside of general business hours and Citrix Director doesn’t show if anything was wrong at that time. What tools can I use to capture historic statistics about each virtual desktop?

Citrix ADM (Application Delivery Management) is useful if the affected users are remote workers and your bottleneck is in the network.

Citrix Director provides visibility into specific parts of the infrastructure. To get complete end-to-end visibility into the Citrix tiers (StoreFront, Virtual app servers, license servers, Delivery Controllers, ADCs, PVS, WEM, etc.) and the supporting infrastructure, you can look at eG Innovations and other third-party monitoring solution vendors.

34. Can eG Enterprise detect issues with NetScaler? What is there are session drops? Can you monitor NetScaler devices and flows?

Yes, eG Enterprise monitors Citrix ADC/NetScaler in-depth.

See All the key metrics of NetScaler can be monitored agentless. AppFlow data from NetScalers can be exported to eG Enterprise and analyses as well.

35. From a security standpoint, I don’t want to send monitoring data outside my datacenter. Is that possible with eG Enterprise?

Yes, eG Enterprise offers an on-premises solution. The management server, reporting engine and agents can all be deployed on-premise and no data is sent to the cloud.

36. Can Smart Tools only be used if you have an active Citrix Cloud platform?

Smart Tools is available to Citrix cloud customers and on-premises Virtual Apps and Desktops customers that hold a “Customer Success Services – Select” agreement. See

37. Which tool(s) can provide a logon breakdown: GPO, a full breakdown of interactive session, etc.?

Citrix Director 7.18 can provide statistics for Profile Load, Brokering time, GPO Processing time and so on. A further enhancement was made to the product in 7.18 that breaks Interactive Session time down into three sub-sections.

Third-party monitoring tools such as eG Enterprise have been providing breakups of Citrix logon time including details of interactive session time. This is useful for administrators to quickly determine which logons are slow because of profile loading and which GPOs are slowing down logons.


38. Can eG Enterprise be used in conjunction with 3rd party profile management tools such as FSLogix or Liquidware?

eG Enterprise is compatible with all third-party Citrix profile management solutions.

39. In the demo of eG Enterprise, you showed some use cases for detecting slow logon issues, virtualization issues, and non-corporate apps being the cause of resource depletion. What other Citrix problems can eG Enterprise help troubleshoot that Citrix Director cannot?

There are many ways in which eG Enterprise brings value to Citrix customers. These include:

  • Ability to monitor the user experience using synthetic monitoring (logon simulation and full session simulation)
  • More granular insights into why Citrix logons are slow.
  • Real-time monitoring of application launch times and proactive alerting through auto-baselining.
  • Unified visibility into all the Citrix tiers – StoreFront, WEM, PVS, ADC, License server, Delivery Controllers, Virtual App servers and Virtual Desktops
  • Integrated monitoring of all the supporting tiers including network, virtualization, cloud, storage, Active Directory and so on.
  • Embedded auto-correlation and root-cause diagnosis technology that helps easily determine if slowness is due to a Citrix problem or not.

Refer to this blog post for a detailed comparison of Citrix Director and eG Enterprise:

40. We end up chasing Citrix issues, only to find that it is a problem with a user’s network connection. Can eG Enterprise help us identify these types of problems?

Yes, eG Enterprise monitors ICA round trip time (ICA RTT) which is the latency that the user perceives. In addition, it can report the network latency between the user terminal and the server farm. By comparing these two values, administrators can easily identify if there is a network issue that is affecting Citrix performance. See this short video on how eG Enterprise makes Citrix troubleshooting simple.

41. How can we monitor and identify what is causing long VDI logons? We are currently using VDI’s for about a year now, but since last year December something changed (we don’t know what) that our logon time has increased from about 45 seconds to 2 minutes or more. I know we can use Citrix Director, but I wanted to see if there is another tool that can show more details.

Third-party solutions such as eG Enterprise will provide you with more detail around the logon steps and what is causing them to take a long time. Whilst you say nothing has changed, it would be worth reviewing if any Group Policy settings have been added, or what Windows updates have been installed since December. Other things to investigate is drive maps and printer mapping via Group Policy. Are the printers/drive map locations still available? Does Event Viewer on the VDAs give any hints?

42. I have no data being written to the monitoring database, so I see no data in Director. This is after migrating the database from the local SQL Express database to SQL Server 2016 on another server. What should I check to troubleshoot this?

Check that the connection strings have been correctly updated. You may refer to the following blog for assistance:

Simplify & Automate Citrix Monitoring Like Never Before »

If you have any further questions on the topic of Citrix troubleshooting, or you’d like to let us know how some of the tips shared in this webinar had a positive effect on your ability to troubleshoot, send us an email at

You can watch the recording of the Citrix Troubleshooting 101 webinar at your convenience:

Helpful Resources:

Citrix Director: What It Is and How it Works

Read Part 2: Is Citrix Director Sufficient for End-to-End Monitoring?

Understanding the Monitoring Capabilities of Director and How to Use It

Citrix Director is a web-based monitoring console for Citrix XenApp and XenDesktop virtualization platforms that allows administrators to control and monitor virtual applications and desktops. Starting with version 7, Citrix Director is the default management tool, replacing the erstwhile Citrix EdgeSight.

In this blog, we will look at the key capabilities of Citrix Director, what it does, how far it goes for Citrix monitoring. In a subsequent post, we will go into analyzing when and for what use cases you may need to look beyond Citrix Director for your performance monitoring needs.

Key Considerations for a Citrix Monitoring Solution: Download Checklist »

Why Use Citrix Director?

  • Because it’s free: Citrix Director is built-into Citrix XenApp and XenDesktop.
  • It doesn’t require any external agents to be deployed: Citrix Director uses instrumentation built into the Citrix FlexCast Management Architecture (FMA). No additional agents need to be deployed for it to work.
  • It integrates with Citrix NetScaler MAS. Director mainly provides insights into server and session performance. If an administrator is interested in network-level visibility into Citrix traffic and has NetScaler MAS already in place, they can see NetScaler MAS metrics in the Director console itself.
  • It can be used for monitoring both on-premise deployments of Citrix XenApp and XenDesktop as well as Citrix Cloud deployments. The actual console in the two cases may be different but administrators can benefit from a similar look and feel of the user interface.

Read this blog to understand the functions of #CitrixDirector and how it can be useful in #Citrix #XenApp and #XenDesktop deployments.

What Does Citrix Director Offer?

Starting off as mainly a helpdesk tool, Citrix Director has enhanced in capabilities over subsequent releases of Citrix XenApp & XenDesktop 7.x.

The key capabilities in Citrix Director include:


Monitoring of Real User Logons and Breakdown of Logon Times: From the Director console, administrators can track the logon times that users are experiencing and see which parts of the logon process are causing slowness – from brokering to interactive session. Citrix Director pulls these metrics from the Delivery Controller.

Monitoring of Citrix Connection Failures: Different types of user, desktop and machine connection failures can be tracked from the Director console. (Refer:

Monitoring of Server Resources: Key server resources such as CPU and memory of the server OS can be tracked from the Director console. For environments configured with NVIDIA GPUs, Director also can track GPU utilization. (Refer:

Monitoring of Application Failures: Different types of application failures are also reported from the Citrix Director console. (Refer:

Monitoring of Sessions: By searching for a specific user, administrators can drill down into a user’s session. The details of the user’s session, endpoint information and virtual channel details are all accessible to the administrator, providing visibility into the complete list of processes being executed by the user.

Control Actions: From the Director console, administrators can control a user’s session. Actions that can be taken include logging off a session, disconnecting it, sending a message to a user, shadowing a session, etc. Helpdesk personnel may find these actions quite useful.

Active Application Probes: Recently, Citrix Director, as part of XenApp & XenDesktop 7.18, included the capability to initiate active synthetic tests against the Citrix StoreFront servers to determine if applications are available or not. Given a StoreFront URL, an active probe initiates a check at a pre-defined time to determine if an application is working or not. One thing to note that this probing functionality is only available for published applications and not desktops. This is also a Platinum license feature and not available to other Citrix customers. (Refer:

Alerting: Starting with Citrix XenApp & XenDesktop 7.7, threshold policies can be set for metrics and email alerts initiated to inform administrators about abnormal conditions. Alerting is only enabled with Platinum license and is not available to other Citrix XenApp & XenDesktop license levels. (Refer:

Trending: Trending capabilities in Director provide graphical analytics of historical performance over time. But only 7 days’ worth of historical data is typically stored. For longer data retention periods, Citrix customers must be on Enterprise (1-month storage) or Platinum (1-year storage). Data retention for Citrix Director on Citrix Cloud is 90 days.

Director also has predictive capabilities, which might be helpful for capacity planning and forecasting.

How is Citrix Director Licensed?

Director is available with all editions of Citrix XenApp and XenDesktop. Basic functionalities of Director are available for Citrix Advanced license customers. However, additional functionalities like alerting, application probing, desktop usage reporting, NetScaler MAS integration for HDX Insight data, SCOM integration, long-term historical reporting are available only with XenApp and XenDesktop Platinum license. (Refer:

To summarize, this blog provided insights into what Citrix Director can do, its features and licensing information. As a built-in tool available with XenApp and XenDesktop deployments, Director is certainly good for high-level monitoring of user session information. But, how far does Director really go for delivering deep performance visibility, detailed drilldowns, and facilitating triage and troubleshooting of complex performance problems? We will discuss this in the next post and analyze how third-party Citrix monitoring tools can complement Director and extend monitoring capabilities to beyond the Citrix tiers and deliver end-to-end performance insight.

Is Citrix Director Sufficient for End-to-End Monitoring?