Tag Archives: xenapp

Citrix XenApp Cut-over 4/13/2017

This notice applies to the apps.oregonstate.edu service.

New troubleshooting steps have been added to the Citrix XenApp Service InfoSheet.

On Thursday, 4/13 at 11:00AM-Noon, we will be cutting over from the College of Engineering Citrix XenApp and XenDesktop infrastructure to the Information Services infrastructure.

This is NOT an outage and should not impact any currently connected users.

With this cut-over, we will be upgrading from XenApp 6.5 to XenApp 7.12.  With this deployment; the Service Desk will gain access to two powerful tools to assist in troubleshooting customer issues when using http://apps.oregonstate.edu.  These two tools can be reached by connecting via remote desktop to nws-term4.nws.oregonstate.edu and launching them from the start menu.

Service Desk technicians have the role of “Helpdesk Administrator” scoped to “Campus Labs – Applications” and “Campus Labs – Virtual Lab”.   With these permissions you should be able to assist customers with various common tasks.


Citrix Director

The Citrix Director tool is a perfect companion to XenApp for Service Desk employees.  When you log into Director you are immediately prompted about looking up either a user, machine, or endpoint.  Select User and then type in the customer that is calling in with an issue.  You will be presented with all of the details about all connections that the customer is using (there can be multiple applications, desktops, etc.) as well as the ability to restart, shadow, reset, or list the processes that my session is currently using.

 Citrix Studio

“Citrix Studio is the primary management console for administering XenApp and XenDesktop sites.  This console is used for tasks such as initial site setup, machine provisioning, and application and desktop publishing.” In your role as a Service Desk employee you won’t use this tool as often as Citrix Director but it still has important features that may be beneficial when answering questions for customers or assisting them with their support issues.


The search window allows you to search for any items within the Citrix infrastructure that you have permissions to.  This includes Desktops, Servers, and Sessions currently in the system.

Delivery Groups

Delivery Groups are the set of resources (servers, desktops, applications, and users) that have been configured for a specific purpose.  Your permissions grant you the ability to see a “Campus Labs – Applications” and “Campus Labs – Virtual Lab” delivery group.  For now we can ignore the “Campus Labs – Virtual Lab”; that’s for XenDesktop that we’ll be deploying at a later date.  By clicking on the “Campus Labs – Applications” you’ll be able to see that it consists of 10 servers.  From here you can see all the details about delivery group configuration and which applications have been assigned to this delivery group.  You can also right-click on the delivery group and select “View Machines” or “View Applications” to see the resources allocated to this delivery group.

View Machines – You will see a list of the Windows 2012 R2 servers that we have configured to host the applications running on http://apps.oregonstate.edu. You can see the status of each machine (is it on, is it registered, and the number of sessions attached to it).  If a machine has sessions on it you can view the session, send a message to the customer, and log off those sessions (in the cases that the session is hung).

Note:  You also have the ability to put a server into “Maintenance Mode”. This temporarily stops new connections to a machine to perform administrative tasks (fixing problems, applying updates, etc.).  You should only do this if you are receiving calls from several users about a specific server.  You should immediately begin working with Endpoint Management to determine the cause of the errors and ensure a speedy return to service for that server.


The application section is where you can dig into the details about the applications that are deployed to XenApp (http://apps.oregonstate.edu).  You’ll be able to see items like who has access, who’s using it now, and is the application enabled (available for customers to use).

Configuration Settings:

The configuration settings won’t be much use to you as a Service Desk employee as they are site-wide and managed by the Endpoint Management team.  The Controllers section lists the servers that are configured as Citrix controllers for our environment.  We have two currently to ensure that Citrix continues to function should one of the servers experience an issue and/or to allow maintenance on one while still providing uptime.  The AppDNA and Zones sections aren’t really implemented at this time.

Citrix Universal Profile Manager

The Citrix Universal Profile manager is a tool that we are using to keep a central profile for customer interactions with Citrix.  This ensures that the customer experience between XenApp applications and XenDesktop desktops are kept synchronized.  The data stored in these profiles is not customer data; it entails the settings and preferences of the various applications and desktops in use.  This profile location is generally hidden and not visible to the customer and we’re hoping to keep the size of this profile very limited.

Profile Location: \\ctx-profiles.sig.oregonstate.edu

Profile Naming: \\ctx-profiles.sig.oregonstate.edu\profiles\username.domain\windows-os-version (e.g.: \\ctx-profiles.sig.oregonstate.edu\powern.onid\Win7v2) (versioning details).

Citrix Profile Folder Redirection

ONID customers that are logging into XenApp or XenDesktop sessions will have their standard Windows profiles redirected to \\onid-fs.onid.oregonstate.edu\profiles\username\Profile.  We are currently using folder redirection to redirect the Desktop, Documents, Downloads, and Favorites.  On the previous XenApp implementation this information was stored in \\onid-fs.onid.oregonstate.edu\profiles\username\Windows.Documents folder.  As of Spring Break 2017; customers will be pointing to the Profile directory.  If you have customers that need something stored in their old location; work with them to browse their home space and find the files (nothing has been removed).

Call Center Digest, 10/2/2015

New Things:

SCF support – OCH is now the official point-of-contact for support in the labs (other than Milne lab). Escalations will be via split ticket to the SCF queue in Coho. The Endpoint Management (EPM) team under Jason Appah will be handling those escalations.

Citrix XenApp (apps.oregonstate.edu) – escalations for XenApp should also be via split ticket to the SCF queue.

XBox issues – Apparently the Xbox services have been having some outages lately, which may account for problems we have been seeing.  For Xbox status info, see http://xbox.com/status and https://twitter.com/XboxSupport.

Gmail IMAP auth problem – Andy Morgan researched this and provided a fix. It requires enabling two-factor auth and setting an application-specific password for IMAP. This affects people trying to use Outlook and Mac Mail to access Gmail. (See ticket#0355359 for detailed steps – this will be added to Helpdocs soon.)

Cascades number added to CN queue signature – the automatic signature for the CN base queue now includes the Cascades number (thanks to Tom for suggesting this).

Office 365 Sync issues – This is still on-going, but it sounds like Jason is zeroing in on a fix. For now, please continue to escalate to Jeff or Kirsten if people do not have a license (make sure they are registered for classes first).


Dorm Visits – Kudos to Ed, Jorge, Meera, Jazmyn and Jade for all the dorm visits they did last week. They met with a couple hundred students and helped a lot of new students have an easier start of term. Thank you!

New student employees kicking butt – Welcome to all our new employees! You all are kicking butt and taking names (and making tickets).  Keep up the good work.

Upcoming Events:

Saturday 10/3/2015, 6:00AM – 8:00AM – Wireless network maintenance 

Saturday 10/3/2015, 6:00AM – 6:15AM – Maintenance for CORE, MyDegrees, Evals, MyOSU, and others (More Info)

Some Stats for Fun & Profit:

  • There are 1,023 unresolved tickets across all Helpdesk and CN queues. (We started the week with 1,138.)
  • Li spent an hour on the phone helping a faculty member with Canvas. Be nice to him. He earned it.