{"id":8383,"date":"2019-02-25T05:07:23","date_gmt":"2019-02-25T10:07:23","guid":{"rendered":"https:\/\/www.eginnovations.com\/blog\/?p=8383"},"modified":"2024-03-22T10:51:02","modified_gmt":"2024-03-22T14:51:02","slug":"citrix-troubleshooting-issues-steps","status":"publish","type":"post","link":"https:\/\/www.eginnovations.com\/blog\/citrix-troubleshooting-issues-steps\/","title":{"rendered":"Citrix Troubleshooting Steps"},"content":{"rendered":"<div class=\"inner_content\">\n<h2><span class=\"ez-toc-section\" id=\"Citrix_101_-_Frequently_Asked_Questions\"><\/span>Citrix 101 \u2013 Frequently Asked Questions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>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. <a href=\"https:\/\/www.eginnovations.com\/blog\/citrix-issues-problems-troubleshooting\/\">Citrix troubleshooting<\/a> nevertheless becomes challenging.<\/p>\n<table class=\"java-problems-list\" border=\"0\" width=\"100%\" cellspacing=\"0\" cellpadding=\"10\">\n<tbody>\n<tr>\n<th class=\"problems-list-title\" style=\"background: #f29306; color: #fff; font-size: 18px;\" valign=\"top\">From the 2018 Migration Survey conducted by eG Innovations, some interesting statistics surfaced:<\/th>\n<\/tr>\n<tr>\n<td valign=\"top\" width=\"91%\">\n<ul style=\"margin: 8px;\">\n<li>59% of 795 Citrix professionals voted that slow logons were the number one problem for them.<\/li>\n<li>44% voted that frozen sessions were a problem.<\/li>\n<li>33% voted that slow application launches were almost common as any other fault.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>At eG Innovations, we recently joined forces with a Citrix CTP George Spiers to deliver a webinar on the topic \u201cCitrix Troubleshooting 101.\u201d 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.<\/p>\n<p>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:<\/p>\n<div class=\"img-caption mbot30\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8092 size-full aligncenter\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/citrix-troubleshooting-process.png\" alt=\"Citrix Troubleshooting Process\" width=\"450\" height=\"210\" border=\"0\" \/><\/div>\n<ul>\n<li>Determine the scope of the problem: Does the user face an issue with a task they are trying to complete or all tasks?<\/li>\n<li>Determine the magnitude of the problem: How many users are impacted?<\/li>\n<li>Determine the source of the problem: Does the issue reside client-side or within the corporate infrastructure?<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.eginnovations.com\/webinar\/citrix-troubleshooting\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-20070\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2022\/01\/Citrix-Troubleshooting-101.jpg\" alt=\"\" width=\"850\" height=\"200\" border=\"0\" \/><\/a><\/p>\n<p>We compiled the dozens of participant questions into three groups below: <strong>Citrix Troubleshooting, Citrix Optimization<\/strong> and <strong>Citrix Monitoring<\/strong>. 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.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Questions_Answers_for_Citrix_Troubleshooting_101\"><\/span>Questions &amp; Answers for Citrix Troubleshooting 101<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<div class=\"question-head\">\n<h3 id=\"citrix-troubleshooting\" class=\"title-img\"><span class=\"ez-toc-section\" id=\"Citrix_Troubleshooting\"><\/span><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/citrix-troubleshooting-icon.png\" alt=\"Citrix Troubleshooting\" width=\"110\" height=\"111\" border=\"0\" \/><br \/>\nCitrix Troubleshooting<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">1.<\/td>\n<td class=\"question-title\">Are there any tips to improve remote access performance?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<ol>\n<li>Firstly, on Citrix ADC (formerly NetScaler), bind the TCP profile \u201cnstcp_default_XA_XD_profile\u201d to your Gateway virtual server.<\/li>\n<li>Secondly, edit profile \u201cnstcp_default_XA_XD_profile\u201d on ADC and uncheck \u201cUse Nagle\u2019s algorithm\u201d.<\/li>\n<li>Take a look at the \u201cOptimized for WAN\u201d Citrix policy template within Citrix Studio, which will give pointers to configuring policy settings that can help improve performance over WAN.<\/li>\n<li>Consider preparing your ADC Gateway virtual servers and end-user devices to support Adaptive Transport. You can read more here: <a href=\"https:\/\/www.jgspiers.com\/hdx-enlightened-data-transport\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/hdx-enlightened-data-transport\/<\/a><\/li>\n<\/ol>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">2.<\/td>\n<td class=\"question-title\">Can you configure Citrix Director\u2019s application probing for published desktops?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p style=\"margin-bottom: 15px;\">No, currently, <a href=\"https:\/\/www.eginnovations.com\/blog\/what-is-citrix-director\/\">Citrix Director\u2019s<\/a> 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:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.jgspiers.com\/app-probing-vs-logon-simulation\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/app-probing-vs-logon-simulation\/<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/full-session-simulation\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/full-session-simulation<\/a><\/li>\n<\/ul>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">3.<\/td>\n<td class=\"question-title\">I was using Citrix Director and could not logoff\/disconnect user\u2019s session. What would the next step be?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>The next step would be to log on to the VDA and attempt to end the user\u2019s session from there. That may involve you killing hung processes. If that does not work, see <a href=\"https:\/\/www.jgspiers.com\/user-stuck-citrix-desktop-force-log-off\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/user-stuck-citrix-desktop-force-log-off\/<\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">4.<\/td>\n<td class=\"question-title\">Regarding brokering times with different versions, have you seen a significant difference between 7.15 to 7.18?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>I haven\u2019t personally seen any significant differences, nor have I come across any Citrix publication regarding this.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">5.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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 <a href=\"https:\/\/www.jgspiers.com\/category\/scripts\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/category\/scripts\/<\/a> 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.<\/p>\n<p>You can refer to this webinar \u201c<a href=\"https:\/\/www.eginnovations.com\/webinar\/how-to-make-citrix-logons-faster\">How to Make Citrix Logons 75% Faster<\/a>\u201d for additional details.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">6.<\/td>\n<td class=\"question-title\">How do you quantify slow logon? Is a 30-second logon considered slow?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">7.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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\u2019s desktop session. Profile Management captures and roams the user profile between desktop or virtual application sessions.<\/p>\n<p>WEM is available with XenDesktop Enterprise (now Virtual Apps &amp; Desktops Advanced) and above subscriptions.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">8.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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: <a href=\"https:\/\/www.jgspiers.com\/windows-server-2016-optimisation-script\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/windows-server-2016-optimisation-script\/<\/a> 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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">9.<\/td>\n<td class=\"question-title\">Often our users get the \u201csession interrupted\u201d notification on the corner of their session. Would this be network related? Or is it an issue on the client side?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>\u201cSession interrupted\u201d 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.<\/p>\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">10.<\/td>\n<td class=\"question-title\">Do you have any thoughts on what\u2019s the main cause of PVS target retries and how to troubleshoot them effectively?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<p><a href=\"https:\/\/www.eginnovations.com\/white-paper\/7-myths-of-citrix-performance-monitoring\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-20528\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring.jpg\" alt=\"\" width=\"850\" height=\"175\" border=\"0\" srcset=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring.jpg 850w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring-300x62.jpg 300w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring-768x158.jpg 768w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring-800x165.jpg 800w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring-310x64.jpg 310w, https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2019\/02\/7-myths-about-Citrix-Performance-Monitoring-140x29.jpg 140w\" sizes=\"auto, (max-width: 850px) 100vw, 850px\" \/><\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">11.<\/td>\n<td class=\"question-title\">How often do you recommend we reboot XenServer hypervisors?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>I only recommend rebooting XenServer hypervisors either during disaster recovery testing phases, or when applying hotfixes to XenServer.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">12.<\/td>\n<td class=\"question-title\">How often should VDA\u2019s be rebooted?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">13.<\/td>\n<td class=\"question-title\">Is there any tool that can identify slow printing in a Citrix session?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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 \u201cDirect connections to print servers\u201d which is explained in detail here: <a href=\"https:\/\/www.jgspiers.com\/citrix-universal-printing\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/citrix-universal-printing\/<\/a>.<\/p>\n<p>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).<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">14.<\/td>\n<td class=\"question-title\">What UDP port is needed for EDT?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">15.<\/td>\n<td class=\"question-title\">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.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>The \u201cPacket CPU Usage\u201d 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 \u201cCPU vs. Memory Usage and HTTP Requests Rate\u201d can help.<\/p>\n<p>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.<\/p>\n<p>Citrix ADM (Application Delivery Management \u2013 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.<\/p>\n<p>See <a href=\"https:\/\/www.jgspiers.com\/citrix-netscaler-management-analytics-system\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.jgspiers.com\/citrix-netscaler-management-analytics-system\/<\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">16.<\/td>\n<td class=\"question-title\">Is it possible to enable Receiver logging on a thin client, i.e. HP thin client or Dell thin client?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">17.<\/td>\n<td class=\"question-title\">Error 1102: The Citrix Broker Service failed to broker a connection for user \u2018Domain.com\\user\u2019 to resource \u2018Desktop1234\u2019. The virtual machines \u2018WIN10-091.domain.com\u2019 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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Determine if this issue only happens to particular VDAs, particular VDA versions etc.<\/p>\n<p>Also, check how many users are currently connected and if you have enough VDAs\/resource to handle more users.<\/p>\n<p>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).<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">18.<\/td>\n<td class=\"question-title\">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.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">19.<\/td>\n<td class=\"question-title\">We have seen many issues with respect to degraded performance and session disconnected issues. We are supporting multiple versions of XenApp &amp; 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\u2019t 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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">20.<\/td>\n<td class=\"question-title\">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\u2019t even have to do a weekly reboot, but now this seems to happen on a weekly basis. Any tips to triage this issue?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">21.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<p>Has anything else changed on the Windows 7 image such as an upgrade of Receiver for Windows?<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">22.<\/td>\n<td class=\"question-title\">When I\u2019m 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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">23.<\/td>\n<td class=\"question-title\">Launching a virtual application takes forever \u2013 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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p><a href=\"http:\/\/to https:\/\/www.eginnovations.com\/blog\/free-citrix-optimization-tools\/\">Monitoring tools<\/a> such as eG Innovations can give detailed insight into the Citrix logon process and what is causing the various steps to take so long.<\/p>\n<p>You should put one of the affected VDAs into an isolated Active Directory Organizational Unit with no Group Policies applying.<\/p>\n<p>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.<\/p>\n<p>The process of elimination will help find the root cause quicker.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">24.<\/td>\n<td class=\"question-title\">Is any script available to auto-delete user profiles from a profile server which will help admins from manually doing it?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Profile Management can auto-delete profiles from a VDA using policy setting \u201cDelete locally cached profiles on logoff\u201d.<\/p>\n<p>When it comes to deleting profiles from a profile server automatically, there isn\u2019t any script out there to do that. The script wouldn\u2019t know which profile to delete and when.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">25.<\/td>\n<td class=\"question-title\">Does Citrix Cloud make troubleshooting any easier?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p style=\"margin-bottom: 15px;\">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:<\/p>\n<ul>\n<li>You are still responsible for monitoring and managing the virtual apps servers and virtual desktops;<\/li>\n<li>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.<\/li>\n<\/ul>\n<p>The eG Innovations webinar \u201c<a href=\"https:\/\/www.eginnovations.com\/webinar\/citrix-cloud-services-performance-monitoring\" target=\"_self\" rel=\"noopener noreferrer\">Does Using Citrix Cloud services make performance monitoring easier?<\/a>\u201d may be something you want to review for more details.<\/p>\n<\/div>\n<div class=\"question-head\">\n<h3 id=\"citrix-optimization\" class=\"title-img\"><span class=\"ez-toc-section\" id=\"Citrix_Optimization\"><\/span><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2021\/12\/citrix-optimization-icon.png\" alt=\"Citrix Optimization\" width=\"110\" height=\"111\" border=\"0\" \/><br \/>\nCitrix Optimization<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">26.<\/td>\n<td class=\"question-title\">I\u2019m optimizing a Windows 10 image using App Layering but unsure which layer I should remove UWP applications from?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>You should remove these applications from the OS Layer.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">27.<\/td>\n<td class=\"question-title\">What about antivirus solutions, do you recommend installing antivirus on the main image? Or do you recommend deploying antivirus on Delivery Group desktops?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Antivirus agents should be installed on the gold image and all other infrastructure components such as your Delivery Controllers and StoreFront servers.<\/p>\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">28.<\/td>\n<td class=\"question-title\">What is the ideal spec for VDA?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>There is no ideal specification as it depends on the workloads of your users. Typical \u201cTask Worker\u201d, \u201cKnowledge Worker\u201d, and \u201cPower User\u201d Windows 10 workloads may be able to use \u201c2vCPU\/2GB RAM\u201d, \u201c2vCPU\/4GB RAM\u201d, and \u201c4vCPU\/8GB RAM\u201d configurations respectively, but you need to test these numbers in your own environment.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">29.<\/td>\n<td class=\"question-title\">For best performance, you recommended, \u2018Have enough DDCs to handle requests.\u2019 What numbers would you recommend?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">30.<\/td>\n<td class=\"question-title\">I have seen dramatic differences in the use of Write Cache space if a machine vDisk is \u2018optimized\u2019 after imaging or updating a master VM. Can you explain why this is so?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">31.<\/td>\n<td class=\"question-title\">Will session pre-launch utilize system resources even if the user has not launched the application?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<div class=\"question-head\">\n<h3 id=\"citrix-monitoring\" class=\"title-img\"><span class=\"ez-toc-section\" id=\"Citrix_Monitoring\"><\/span><img loading=\"lazy\" decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.eginnovations.com\/blog\/wp-content\/uploads\/2021\/12\/citrix-monitoring-icon.png\" alt=\"Citrix Monitoring\" width=\"110\" height=\"111\" border=\"0\" \/><br \/>\nCitrix Monitoring<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">32.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<p>eG Innovations and other Citrix Ready monitoring partners offer AppFlow monitoring capabilities that will work if you have an advanced ADC license.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">33.<\/td>\n<td class=\"question-title\">I have some users who report that their session was slow outside of general business hours and Citrix Director doesn\u2019t show if anything was wrong at that time. What tools can I use to capture historic statistics about each virtual desktop?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Citrix ADM (Application Delivery Management) is useful if the affected users are remote workers and your bottleneck is in the network.<\/p>\n<p>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 <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\">Citrix monitoring tools<\/a> like eG Innovations and other third-party monitoring solution vendors.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">34.<\/td>\n<td class=\"question-title\">Can eG Enterprise detect issues with NetScaler? What is there are session drops? Can you monitor NetScaler devices and flows?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Yes, eG Enterprise monitors Citrix ADC\/NetScaler in-depth.<\/p>\n<p>See <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/netscaler-monitoring\" target=\"_self\" rel=\"noopener noreferrer\">https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/netscaler-monitoring.<\/a> All the key metrics of NetScaler can be monitored agentless. AppFlow data from NetScalers can be exported to eG Enterprise and analyses as well.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">35.<\/td>\n<td class=\"question-title\">From a security standpoint, I don\u2019t want to send monitoring data outside my datacenter. Is that possible with eG Enterprise?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Yes, eG Enterprise offers an on-premises solution. The management server, <a href=\"https:\/\/www.eginnovations.com\/blog\/citrix-director-monitoring\/\">reporting engine<\/a> and agents can all be deployed on-premises and no data is sent to the cloud.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">36.<\/td>\n<td class=\"question-title\">Can Smart Tools only be used if you have an active Citrix Cloud platform?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Smart Tools is available to Citrix cloud customers and on-premises Virtual Apps and Desktops customers that hold a \u201cCustomer Success Services \u2013 Select\u201d agreement. See <a href=\"https:\/\/www.citrix.co.uk\/products\/smart-tools\/feature-matrix.html\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.citrix.co.uk\/products\/smart-tools\/feature-matrix.html<\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">37.<\/td>\n<td class=\"question-title\">Which tool(s) can provide a logon breakdown: GPO, a full breakdown of interactive session, etc.?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<p>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.<\/p>\n<p>See <a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/citrix-logon-monitoring\" target=\"_self\" rel=\"noopener noreferrer\">https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/citrix-logon-monitoring<\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">38.<\/td>\n<td class=\"question-title\">Can eG Enterprise be used in conjunction with 3rd party profile management tools such as FSLogix or Liquidware?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>eG Enterprise is compatible with all third-party Citrix profile management solutions.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">39.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p style=\"margin-bottom: 15px;\">There are many ways in which eG Enterprise brings value to Citrix customers. These include:<\/p>\n<ul>\n<li>Ability to monitor the user experience using synthetic monitoring (logon simulation and full session simulation)<\/li>\n<li>More granular insights into why Citrix logons are slow.<\/li>\n<li>Real-time monitoring of application launch times and proactive alerting through auto-baselining.<\/li>\n<li>Unified visibility into all the Citrix tiers \u2013 StoreFront, WEM, PVS, ADC, License server, Delivery Controllers, Virtual App servers and Virtual Desktops<\/li>\n<li>Integrated monitoring of all the supporting tiers including network, virtualization, cloud, storage, Active Directory and so on.<\/li>\n<li>Embedded auto-correlation and root-cause diagnosis technology that helps easily determine if slowness is due to a Citrix problem or not.<\/li>\n<\/ul>\n<p>Refer to this blog post for a detailed comparison of Citrix Director and eG Enterprise: <a href=\"https:\/\/www.eginnovations.com\/blog\/citrix-director-monitoring\/\" target=\"_self\" rel=\"noopener noreferrer\">https:\/\/www.eginnovations.com\/blog\/citrix-director-monitoring\/<\/a><\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">40.<\/td>\n<td class=\"question-title\">We end up chasing Citrix issues, only to find that it is a problem with a user\u2019s network connection. Can eG Enterprise help us identify these types of problems?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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.<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">41.<\/td>\n<td class=\"question-title\">How can we monitor and identify what is causing long VDI logons? We are currently using VDI\u2019s for about a year now, but since last year December something changed (we don\u2019t 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.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>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?<\/p>\n<\/div>\n<table class=\"new_table_style\">\n<tbody>\n<tr>\n<td class=\"q-no\" valign=\"top\">42.<\/td>\n<td class=\"question-title\">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?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"answer-text\">\n<p>Check that the connection strings have been correctly updated. You may refer to the following blog for assistance: <a href=\"https:\/\/www.citrix.com\/blogs\/2014\/02\/05\/xendesktop-7-x-database-migration\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">https:\/\/www.citrix.com\/blogs\/2014\/02\/05\/xendesktop-7-x-database-migration\/<\/a><\/p>\n<div class=\"frm-cta mtop26\"><a class=\"frm-cta-link\" href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\" target=\"_self\" rel=\"noopener noreferrer\">Simplify &amp; Automate Citrix Monitoring Like Never Before<\/a><\/div>\n<p>If you have any further questions on the topic of Citrix troubleshooting, or you\u2019d 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 <a href=\"mailto:info@eginnovations.com\">info@eginnovations.com<\/a>.<\/p>\n<p>You can watch the recording of the Citrix Troubleshooting 101 webinar at your convenience: <a href=\"https:\/\/www.eginnovations.com\/webinar\/citrix-troubleshooting\" target=\"_self\" rel=\"noopener noreferrer\">https:\/\/www.eginnovations.com\/webinar\/citrix-troubleshooting<\/a>.<\/p>\n<\/div>\n<h3><span class=\"ez-toc-section\" id=\"Helpful_Resources\"><\/span>Helpful Resources:<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li><a href=\"https:\/\/www.jgspiers.com\/citrix-director-reduce-logon-times\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">How to Reduce Citrix Logon Times by 75% by George Spiers<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/blog\/citrix-receiver-logon-issues\/\" target=\"_self\" rel=\"noopener noreferrer\">eG Innovations Blog: 2 Easy Ways to Troubleshoot Citrix Logon Issues<\/a><\/li>\n<li><a href=\"https:\/\/www.eginnovations.com\/supported-technologies\/citrix-monitoring\/free-logon-simulator\" target=\"_self\" rel=\"noopener noreferrer\">Free Tool: eG Enterprise Express Citrix Logon Simulator<\/a><\/li>\n<li><a href=\"https:\/\/www.jgspiers.com\/citrix-tips-tricks-tweaks-suggestions\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Citrix Tips, Tweaks and Suggestions<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Citrix 101 \u2013 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 [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":8392,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[8,387],"tags":[65,485],"class_list":["post-8383","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-citrix-monitoring","category-digital-workspace-monitor","tag-citrix","tag-citrix-troubleshooting"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Citrix Troubleshooting Questions &amp; Steps | eG Innovations<\/title>\n<meta name=\"description\" content=\"These Citrix troubleshooting steps provide answers to common issues such as slow logon times &amp; other common FAQs. 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