The Organization: Social Network with over 1 Billion Users and 50 Global Offices

The Infrastructure: Citrix XenDesktop, Citrix XenApp, VMware vSphere


The Business Challenge: Citrix Troubleshooting to Isolate Root Cause and Reduce End User Complaints

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. The problems stemmed from their new Citrix XenDesktop 7.12 environment after upgrading from Citrix XenApp 6.5. For context, 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. Having such a large client base and geographically dispersed offices made Citrix monitoring and Citrix troubleshooting extremely important.

The Solution: Goliath’s Citrix Troubleshooting Tools

Utilizing Goliath’s Citrix Troubleshooting tools, the IT team was able to isolate the root cause and troubleshoot Citrix sessions that were slow. In addition, with the Citrix monitoring functionality they were able to be proactively alerted to impending issues so they can react and solve problems before end users complain.

The IT team was able to accomplish this by following a few simple steps while also working together with the Goliath Technical Team.

Step 1 – Deploy the Goliath Intelligent Agent

First they brought in their new Citrix XenDesktop 7.12 environment through Goliath’s ‘First Time Run Wizard’ using Goliath’s APIs for Citrix. Once the Citrix infrastructure was listed in the inventory, they deployed the Goliath Intelligent Agent.

This started the process of proactive Citrix monitoring and the first step in Citrix troubleshooting. The ‘Intelligent Agent’ gets its name because of some its unique features:

  • 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 organization 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 organizations’ main concern, they sorted this display by clicking the ‘HDX Latency’ header to bring the sessions with the high HDX latency to the top of the screen.

virtualization_2-768x432

From here, the IT team 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.

virtualization_3-768x432

The team 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.

virtualization_4

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

citrix-xenapp-ica-latency-report-goliath-performance-monitor

The Summary: Utilizing Goliath’s Citrix Troubleshooting Tools to Isolate the Root Cause of High HDX Latency

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. Utilizing Goliath’s Citrix Troubleshooting tools, the IT team was able to isolate the root cause and troubleshoot Citrix sessions that were slow. They did this through Goliath’s XenApp/XenDesktop Session Display and filtered for high HDX latency numbers. From there, they implemented alerting and reporting around Citrix HDX Latency so that the same problems would be prevented in the future or were caught by the team before their end users ever knew.

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

(855)-465-4284 or techinfo@goliathtechnologies.com

About 

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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