Troubleshoot user issues

May 28, 2016

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.
  • Troubleshoot the issue with the recommended actions in the following table, and, if needed, escalate the issue to the appropriate administrator.

Troubleshooting tips

User’s issue See these suggestions:
Logon takes a long time or fails intermittently or repeatedly Diagnose user logon issues
Application is slow or won’t respond Resolve application failures
Connection failed Restore desktop connections
Session is slow or not responding Restore 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 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 (username, 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.

Upload troubleshooting information to Citrix Technical Support

Run Citrix Scout from a single Delivery Controller or VDA to capture key data points and Citrix Diagnosis Facility (CDF) traces to troubleshoot selected computers. After capturing this information, Scout securely uploads the data points to Citrix Technical Support. The Tools As a Service (TaaS) platform uses this information to reduce the time to resolve customer-reported issues.

Scout is installed with XenApp or XenDesktop components. Scout appears in the Windows Start Menu or Windows 8 or 8.1 Start Screen when you install or upgrade to XenDesktop 7.1, XenDesktop 7.5, or XenApp 7.5.

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

For information on using and configuring Scout, and for frequently asked questions, see

The following video summarizes how to use Scout.

Troubleshoot user issues