Providing Help Desk Support for Citrix XenApp

Prerequisites:

It is recommended that learners have basic knowledge of Microsoft Windows Server 2003 or Microsoft Windows Server 2008 environments, Active Directory, group membership within Active Directory and experience with basic client network connectivity.

Course Description:

Students will learn to identify whether more complex issues are related to the XenApp product, the network or directory services. By knowing the general problem area, help desk professionals can transfer cases to the appropriate person, such as a XenApp administrator or a network administrator. Interactive instructor-led discussion and hands-on labs and exercises guide learners through help desk tasks and prepare them to troubleshoot common issues encountered in a XenApp environment.

On completion delegates will be able to:

• Describe the Citrix troubleshooting methodology
• Identify the features, components, services and communications of Citrix XenApp 5.0
• Describe the different management consoles
• Describe Citrix administrator account privileges
• Describe the components of the various published resource types, including streaming
• Understand the core architecture and communications used by the Citrix XenApp Plugin for Hosted Apps
• Understand the XenApp logon process and possible delays
• Recognize how Active Directory policies can affect a XenApp implementation
• Recognize how XenApp policies are processed
• Identify policy rules and filters
• View policy configurations
• Use the policy search engine
• Understand how ICA session printing is routed
• Identify services and settings that affect printing
• Understand the Web Interface and Secure Gateway communication processes
• Manage sessions
• Shadow users
• Troubleshoot application issues, including seamless applications
• Troubleshoot sessions and session connectivity issues
• Troubleshoot streamed applications and sessions, including offline access to streamed applications
• Troubleshoot policy issues
• Troubleshoot common printing issues
• Troubleshoot client to Web Interface communication issues
• Troubleshoot Web Interface authentication issues
• Troubleshoot Web Interface enumeration issues
• Troubleshoot Secure Gateway

This course includes the following modules:

Introducing the Citrix Troubleshooting Methodology

• Introducing the Citrix Troubleshooting Methodology
• Evaluating a Citrix Environment
• Implementing the Troubleshooting Methodology Practice
• Identifying Citrix Troubleshooting Resources

Introducing XenApp

• Citrix XenApp 5.0 Architecture and Communications
• XenApp 5.0 Features

Using Administrative Consoles

• Management Consoles in XenApp 5.0
• License Management Console
• Access Management Console
• XenApp Advanced Configuration
• Citrix Administrator Accounts and Permissions Remote Console Connections; Session Monitoring

Introducing Published Applications and Resources

• Published Resources
• Application Streaming

Troubleshooting Applications

• Shadowing Users
• Troubleshooting Common Issues
• Content Redirection
• Troubleshooting Application Streaming

Troubleshooting Clients

• Citrix XenApp Plugins for Windows
• Architecture and Communication
• Citrix XenApp Plugin Installation
• Citrix XenApp Plugin Usage
• ICA Sessions
• Troubleshooting ICA Session Connectivity Streamed Sessions

Troubleshooting Policies

• Architecture and Communication
• Active Directory Policies
• XenApp Policies
• Troubleshooting Policies

Troubleshooting Printing

• Architecture and Communication
• Print Drivers; Print Settings
• Driver Management
• Troubleshooting Common Printing Issues Troubleshooting Slow Printing Across a WAN Identifying Potential Issues

Troubleshooting Web Interface

• Web Interface Architecture and Communications Securing Communication from the Client to Web Interface
• Troubleshooting Authentication
• Troubleshooting Common Errors
• Using the Secure Gateway Management Console