Citrix Training

 
CXA-100-1I: Providing Help Desk Support for Citrix XenApp
2 days Instructor-Led




This course introduces help desk professionals to XenApp and prepares them to troubleshoot common issues. 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.

Audience

This course is intended for XenApp help desk professionals.
Preparatory Recommendations
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.

Key Skills

Upon successful completion of this course, learners are able to perform the following:
• 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

Certification Preparation

This course is not part of a certification path.

Topic Outline

Lesson 1: Introducing the Citrix Troubleshooting Methodology

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

Lesson 2: Introducing XenApp

Citrix XenApp 5.0 Architecture and Communications  XenApp 5.0 Features

Lesson 3: 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

Lesson 4: Introducing Published Applications and Resources

Published Resources  Application Streaming

Lesson 5: Troubleshooting Applications

Shadowing Users  Troubleshooting Common Issues  Content Redirection  Troubleshooting Application Streaming

Lesson 6: Troubleshooting Clients

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

Lesson 7: Troubleshooting Policies

Architecture and Communication  Active Directory Policies  XenApp Policies  Troubleshooting Policies

Lesson 8: Troubleshooting Printing

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

Lesson 9: 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