Recently, I was working with a Goliath customer who is using Goliath’s Citrix Monitoring for their new Citrix XenDesktop 7.12 environment after upgrading from Citrix XenApp 6.5. This customer is a massive social network with over a billion users and offices in 50 locations across the globe which made Citrix monitoring and Citrix troubleshooting so crucial.

In total, they have 50+ VMware vSphere hosts supporting their new Citrix XenDesktop 7.6 environment and over 11,000 end users in their Citrix XenApp and new XenDesktop environment.

Problem: Citrix Troubleshooting to Reduce End User Complaints by Isolating Root Cause of Slow Citrix Sessions

The social network’s IT Operations team needed to reduce Citrix end user complaints resulting from application and server issues, specifically with slow Citrix session performance. By configuring Goliath’s Citrix monitoring functionality, the IT team was able to isolate the root cause and troubleshoot Citrix sessions that were slow. In addition, with Citrix monitoring functionality they were able to be proactively alerted to impending issues so they can react and solve problems before end users complain. This post will speak to how the social network achieved their goal.

Step 1 – Deploy the Goliath Intelligent Agent

So first we brought in their new Citrix XenDesktop 7.12 environment through our ‘First Time Run Wizard’ using our APIs for Citrix. Once the Citrix infrastructure was listed in the inventory, we deployed our Intelligent Agent. This started the process of proactive Citrix monitoring and the first step in Citrix troubleshooting. We named this the ‘Intelligent Agent’ because it is one of a kind:

  • Uses less than 0.1% CPU
  • 1.5 MB on disk
  • About 50 to 80 MB RAM
  • No reboot is required

The Intelligent Agent was deployed to the environment within minutes and instantly started to collect Citrix XenDesktop specific data.

Step 2 – Analyze Session Performance & Drill Down into the Citrix HDX Channel

To start analyzing the social network’s Citrix session performance and drill down into the Citrix HDX breakdown, the customer went to the XenApp/XenDesktop Session Display in Goliath Performance Monitor.

From this display, you can view current and historical Citrix sessions and see metrics like:

  • Citrix Logon Duration
  • Citrix HDX latency
  • Citrix Connection Times
  • Citrix Client Versions

Citrix HDX latency is a great indicator of session slowness. Because that was the customer’s main concern, we sorted this display by clicking the ‘HDX Latency’ header to bring the sessions with the high HDX latency to the top of the screen.


Our customer was then able to troubleshoot Citrix quickly by clicking into the Citrix sessions with high Citrix HDX Latency and view information in regards to the overall Citrix Session performance and Citrix HDX Channel performance. In the screenshot below, you can see that for multiple sessions the Citrix HDX latency was directly correlating to the Network latency.


Our customer, using Goliath’s Citrix troubleshooting, identified this as being the root cause of the poor performance, as well as being able to provide tangible proof to share with management and the networking team that Citrix was not the problem. They continued to drill into the Citrix HDX Channel, Server and Application Performance as well to provide additional proof that those components were not causing any issues.


Overall, having visibility into the Citrix session performance was hugely impactful for this customer in the course of troubleshooting Citrix. Since implementing our technology, they have been able to identify multiple areas that were causing high Citrix HDX Latency. They have also implemented alerting and reporting around ICitrix HDX Latency as well.


Lastly, you can learn more about proactively troubleshooting by receiving a Citrix XenApp/XenDesktop Troubleshooting Assessment. You can learn more by clicking here!

See all 66 of Goliath’s Citrix, VMware & NetScaler IT Performance & End User Experience Reports

Goliath offers a suite of 66 IT performance and End User Experience reports for Citrix, VMware & NetScaler right out-of-the-box. You can see screenshots of all 66 reports here

If you would like to speak to a member of the Goliath Support Team you can reach them at

(855)-465-4284 or



The team members collaborated to bring together this blog post by calling on their past Customer Experiences and Expert Knowledge of Citrix Troubleshooting. Beyond writing technical documents this team supports Goliath Customers and provides product feature/function guidance to development.

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