Licking Memorial Health System 

Licking Memorial Health System Proactively Identifies and Resolves Citrix Slowness Issues Before Epic Hyperdrive Speed & Reliability Impacts Users

Infrastructure

Epic, Citrix, Horizon

Challenge

The IT team at Licking Memorial Health System was receiving frequent “Citrix is slow” and “Epic is slow” complaints. They needed a solution to proactively identify and resolve issues affecting the availability, speed, and reliability of Epic, as well as other clinical and business applications. Existing Citrix and third-party tools did not provide sufficient visibility beyond the Citrix environment, into the Epic EHR user experience, or into user behavior that could impact overall performance. That’s when they turned to Goliath.

Solution – Proactive Troubleshooting

A Server Administrator was alerted by Goliath to spikes in memory usage on XenApp servers. Using Goliath, he quickly identified the issue impacting users and resolved it before any support tickets were submitted.

By opening the Views > App Servers tab in Goliath, he immediately saw that most XenApp machines were consuming high amounts of memory.

High memory utilization can cause session slowness and poor server performance, often linked to end-user behavior.

With one click, he determined that Microsoft Edge was the application consuming excessive memory. While browser activity commonly leads to performance issues, the widespread nature of this problem required further investigation.

Navigating to the session display, he identified which users were running Microsoft Edge processes, narrowing down the source of the activity.

Results

Using Goliath to pinpoint the root cause, the team at Licking investigated the high memory usage with Edge and discovered a recent Microsoft 365 patch announcement detailing a memory leak issue.

Knowing that Outlook is widely used, the administrator confirmed that users were experiencing poor performance. He then proactively:

• Advised affected users of the issue
• Provided remediation steps
• Notified users as soon as the issue was resolved

This proactive approach minimized further impact and prevented the issue from spreading.