Troubleshoot user issues

Use the Director’s Help Desk view (Activity Manager page) to view information about the user:

  • Check for details about the user’s logon, connection, and applications.
  • Shadow the user’s machine.
  • Record the ICA session.
  • Troubleshoot the issue with the recommended actions in the following table, and, if needed, escalate the issue to the appropriate administrator.

Troubleshooting tips

User issue Suggestions
Logon takes a long time or fails intermittently or repeatedly Diagnose user logon issues
Session startup takes a long time or fails intermittently or repeatedly Diagnose session startup issues
Application is slow or does not respond Resolve application failures
Connection failed Restore desktop connections
Session is slow or not responding Restore sessions
Record sessions Record sessions
Video is slow or poor quality Run HDX channel system reports

Note: To make sure that the machine is not in maintenance mode, from the User Details view, review the Machine Details panel.

Search tips

When you type the user’s name in a Search field, Director searches for users in the Active Directory for users across all sites configured to support Director.

When you type a multiuser machine name in a Search field, Director displays the Machine Details for the specified machine.

When you type an endpoint name in a Search field, Director uses the unauthenticated (anonymous) and authenticated sessions that are connected to a specific endpoint, which enables troubleshooting unauthenticated sessions. Ensure that endpoint names are unique to enable troubleshooting of unauthenticated sessions.

The search results also include users who are not currently using or assigned to a machine.

  • Searches are not case-sensitive.
  • Partial entries produce a list of possible matches.
  • After you type a few letters of a two-part name (user name, family name and first name, or display name), separated by a space, the results include matches for both strings. For example, if you type jo rob, the results might include strings such as “John Robertson” or Robert, Jones.

To return to the landing page, click the Director logo.

Access Citrix Insight Services

You can access Citrix Insight Services (CIS) from the User drop-down list in Director to access extra diagnostic insights. The data available in CIS comes from sources including Call Home and Citrix Scout.

Citrix Insight Services

Upload troubleshooting information to Citrix Technical Support

Run Citrix Scout from a single Delivery Controller or VDA to capture key data points and Citrix Diagnostics Facility (CDF) traces to troubleshoot selected computers. Scout offers the ability to securely upload the data to the CIS platform to assist Citrix Technical Support on troubleshooting. Citrix Technical Support uses the CIS platform to reduce the time to resolve customer-reported issues.

Scout is installed with Citrix Virtual Apps and Desktops components. Depending on the version of Windows, Scout appears in the Windows Start menu or Start Screen when you install or upgrade to Citrix Virtual Apps and Desktops.

To start Scout, from the Start menu or Start Screen, select Citrix > Citrix Scout.

For information on using and configuring Scout, and for FAQ, see CTX130147.

Troubleshoot user issues