Troubleshooting processes

Let's have a look at the troubleshooting processes we should follow before starting XenApp troubleshooting:

• Gather proper information
• Identify the issue
• Try some quick fixes
• Use appropriate diagnostic steps
• Perform a quick search on the Internet
• Use additional resources to research the issue
• Escalate the issue if required

Gathering proper information

Once the user reports the issue, the Citrix administrator should gather appropriate information about the problem. While gathering information, we should consider the questions listed here. The following questions and their answers will make the troubleshooting task easier:

• What are the details of your Citrix XenApp environment?

  The version and edition of XenApp, farm size, type of data store, operating system, service packs, Hotfixes, network architecture, access gateway or NetScaler details.

• What is the exact issue?

  This specifies what is happening and what should happen.

• When did it start? What caused this issue?

  For example...