When remote workers complain that Citrix is slow, where do you initially focus your investigations? What do you analyze and how do you triage now that there are remote working factors to consider? Join us as George Spiers, Citrix CTP, and Barry Schiffer, Citrix CTP, share their real-world experience to provide you with tips on troubleshooting in the new normal. In this webinar you'll learn how to: • Understand the most common issues and how to troubleshoot them like slow logons, slow app/desktop sessions, connectivity issues, and more • Methodically go about finding the scope, magnitude of impact, and source of the problem • Investigate issues in the supporting infrastructure (network, AD, virtualization, etc.) • Troubleshoot with automated and built-for-Citrix monitoring tools

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Troubleshooting the most common
Citrix complaints for remote workers
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Stay until the end
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 Questions are welcome through the course of the webinar
Use the questions panel on the GoToWebinar chat client to type
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 This webinar is being recorded. You will receive a link to the
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WEBINAR LOGISTICS
Know Your Speaker
Peter Claridge
Director of Marketing
eG Innovations
MODERATOR

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Know Your Speaker
Peter Claridge
Director of Marketing
eG Innovations
MODERATOR
George Spiers
Citrix Technology Professional (CTP)
and EUC Architect
Citrix Certified Expert and Microsoft Solutions
Expert. One of the few CTPs in the world.
george@jgspiers.com | www.jgspiers.com | @JGSpiers
Barry Schiffer
CTP and Pre-Sales Consultant
eG Innovations
Over 20 years of experience working with Citrix
technologies.
barry.schiffer@eginnovations.com | @barryschiffer
SPEAKERS

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Rachel Berry
End-user computing evangelist
eG Innovations
Developer turned product manager with
experience in cloud and virtualization technologies
rachel.berry@eginnovations.com | @rhbBSE
Raja Kannan
Head of Technology Services - EMEA
eG Innovations
Over 12 years of experience working with Citrix
technologies.
raja@eginnovations.com | www.eginnovations.com
Know Your Speaker
Peter Claridge
Director of Marketing
eG Innovations
MODERATOR
EXPERT HELP

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Agenda
 Shift to remote working
 Examples of Remote Worker Issues
 3 Key Steps to Troubleshooting Remote Worker Issues
 How Automated Monitoring Aids in Troubleshooting

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Examples of
Remote Worker Issues

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Multimedia Playback Quality is Poor
User reports that their audio recording listened to over Citrix is
presenting poor audio quality.
Latency can impact audio quality, at times making it skip or jump.
Ensure your users are using actual headsets as opposed to
earphones or the like.
Administrator should review Citrix setup surrounding audio, for
example making sure UDP is used to transport audio.

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Citrix is Slow
User reports that their Citrix session is running slowly. There is a
lag when clicking or typing within an app.
• Can be caused by high latency, but how can you prove where the
latency is coming from?
• RAM, CPU, Network on endpoint all typically uncontrolled by IT.
Any of these factors can play a part.
• User behaviour i.e. working over a wireless connection with poor
signal, or streaming videos which contents for bandwidth.

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What are the top challenges your organization faced to support
remote workers during this period?

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Logon Times are Long
User reports slow logon times when working remotely.
• Logon times are a critical success factor of any Virtual Apps and
Desktops deployment.
• Users may not have used Citrix until now, so the perception of a
local PC logon is not what they are receiving.
• Latency can appear to impact the logon time.
• Overloaded infrastructure due to increased remote working can
play a part in longer average logon times.

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Network Drives Are Not Accessible
User reports that they cannot save reports to their normal network
drives.
• User may have had access to particular network drives when
working in the office but they no longer have the same when
working remotely.
• IT administrators need to bridge gap or impact user productivity.
• Network drives may need to be explicitly mapped if users use
their own personal devices.

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General Access Issues
General access issues can range from being unable to authenticate
to Citrix Gateway, to being unable to launch an app.
• For authentication issues, maybe the user is missing a user based
certificate, or mis-keying their 2FA TOTP
.
• For app launching issues, often the user does not have
Workspace app installed, or has an outdated version and needs
to upgrade.

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In the last year, have you observed any of the following changes in
your organization?

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3 Key Steps
To Troubleshooting Remote
Worker Issues

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3 Key Steps to Troubleshooting
#1 Determine SCOPE of the problem
#2 Determine MAGNITUDE of the problem
#3 Determine SOURCE of the problem

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Determining The SCOPE of The Problem
Troubleshooting must be problem specific
• For e.g.: Citrix logon slowness will have different reasons and
troubleshooting fixes from slow application access
Is it just one task that the user is facing an issue with,
or are all tasks slow?
Logon
Session
Setup
App
Launch
App
Usage
Remote
Access
Printing

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Determining The MAGNITUDE of the Problem
One user is impacted Several users are impacted
Less impact Moderate impact
All users are impacted
Critical impact
• Which user? Where? When?
• Is there a problem with the
user's network?
• What version of Citrix
Workspace app does the
user have?
• Problem with a specific
application or all
applications?
• Is there any commonality between
these users?
─ Same server?
─ Same apps?
─ Same domain?
─ Same location?
─ Same Workspace app
version?
─ Same client Operating
System?
• Is there DC network latency?
• Is there WAN network latency?
• Is the Citrix Provisioning server or
license server having an issue?
• Are StoreFront and Citrix ADC
working fine?
• Is the virtual environment
experiencing a bottleneck?
• Is there a problem in the storage
environment?

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Determining The SOURCE of the Problem
StoreFront Delivery Controller
Citrix ADC
Citrix End Users
License
Server
Citrix Provisioning
Active Directory
SQL Server
Citrix Virtual Apps
Server
Hypervisor
Internet/
WAN
Storage
Client Side
Citrix Delivery
Infrastructure
Supporting
Infrastructure
Citrix End Users
Firewall
Corporate
Network
Client
Network
Corporate
Network

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How Automated Monitoring
Aids in Citrix
Troubleshooting

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eG Enterprise Demo

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QUESTIONS &
ANSWERS

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Q&A
The five best questions
will each win
€25/£25/$25
Try eG Enterprise today
• 30 day free trial
• SaaS-based or on-premises monitoring
• Works with over 200+ technologies,
including Citrix and Citrix Cloud
• Auto-discovers your IT infrastructure to
quickly get insights on all aspects of user
experience
• End-to-end visibility, automatic
performance correlation to pin-point the
root cause of problems
• Historical data to analyze trends or review
past incidents
https://www.eginnovations.com/trial

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Thank You!
www.eginnovations.com
info@eginnovations.com
+1 (866) 526 6700
@eginnovations