How to Troubleshoot Remote Worker Performance

Goliath Technologies offers software that can quickly prove root cause of slow Citrix session performance is the end user’s home WIFI, behavior, or an issue within the IT delivery infrastructure.

Below are examples of how we help our clients support home worker experience today. If you want to see a demo, fill out the form or email techinfo@goliathtechnologies.com.

Scenario #1: Prove Home WIFI is Root Cause of Slow Session Performance 

In 3 clicks, prove an end user’s slow session performance is due to slow connection speed as a result of their home WIFI.

Click #1 – Find end user reporting slowness and confirm ICA Latency is high.

ICA Latency is the time from when a user executes a keystroke or mouse click to when it is processed on the session host. When ICA Latency is above 200 ms, it is an indicator the end-user is experience slowness.

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Click #2 – View key performance metrics and discover that ICA RTT is high, Network Latency is high, and Connection Speed is low.

ICA Round Trip Time (RTT) is the elapsed time from when the user hits a key until the response is displayed back at the end point, as calculated by the session experience monitoring service. Network Latency is the amount of time it takes data to traverse the network and reach the server.

ICA RTT confirms that a user is experiencing slowness or issues inside of their session, but ICA Latency and Network Latency help narrow down the root cause. If Network Latency is high and mirrors ICA RTT, then Network Latency is the driving factor of the poor session performance. From this point you can take a look at Connection Speed to investigate if the latency is from the user’s end or inside of the data center. If Connection Speed is low while Network Latency is high, it is most likely an issue with the user’s personal internet connection so for a home worker their home ISP is the root cause of slow session performance.

Click #3 – Drill into ICA/HDX Channel metrics and it reveals that ICA Latency and Network latency remain above 250 ms and connection speed remains significantly below 10 mb/s. This proves home WIFI is root cause of slow session performance for this user.

As an IT admin, now that you know root cause is due to the home WIFI, you can help resolve the issue by asking the end user:

      • How far away are you working from your router?
      • Is anyone else on your home WIFI network?
      • If others are connected, what are they doing on the network? Streaming audio or videos can consume high amounts of bandwidth.
      • What speed is your home ISP? Can you upgrade?
      • Can you confirm you are using your home internet and your computer isn’t connected to a neighbor’s WIFI or your phone as a hotspot?