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CHD-100 - Help Desk Support for XenApp and XenDesktop

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Duration: 3 Days

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Course Information

Course Description

​This course introduces help desk and tier 1/tier 2 support professionals to concepts and troubleshooting strategies for XenApp and XenDesktop environments. Students will learn the fundamental concepts behind the types of resources available from a XenApp or XenDesktop deployment, the communication requirements for each environment, and the process involved with accessing a resource from either environment. Help desk professionals will be able to identify if an issue affects a general problem area and then break down the issue into a more specific cause. Some issues will be appropriate for the help desk to take action directly to solve. For other issues, the help desk may be required to identify and direct the issue to the appropriate team, such as XenApp or XenDesktop administrators, network administrators, application teams, or other. Interactive Instructor-led discussion and hands-on lab exercises guide learners through help desk tasks and prepare them to troubleshoot common issues encountered in XenApp and XenDesktop environments.

Course Objectives

Course Audience

​This course is intended for help desk and support professionals equivalent to a tier 1 or tier 2 support level role that need to provide troubleshooting and support for XenApp and XenDesktop environments.

Course Outline

Architecture Overview:
  • XenApp Architecture
  • XenApp Communication and Launch Process
  • XenApp Management Consoles and Diagnostic Tools
  • XenDesktop Architecture
  • XenDesktop Communication and Launch Process
  • XenDesktop Management Consoles and Diagnostic Tools
User Experience:
  • XenApp Published Applications and Desktops
  • XenDesktop Virtual Desktops and VM Hosted Apps
  • Combining XenApp and XenDesktop
Introduction to Troubleshooting XenApp/XenDesktop:
  • XenApp Session Startup Phases
  • XenDesktop Session Startup Phases
Troubleshooting Client Connectivity:
  • Citrix Receiver
  • Web Interface
  • Access Gateway
  • Troubleshooting Client Connectivity Issues
Troubleshooting XenApp Sessions, Applications and Policies:
  • Session Management
  • Troubleshooting Server Selection
  • Troubleshooting Session Issues
  • Troubleshooting Application Issues
  • HDX Policy and Policy Issues
Troubleshooting XenDesktop:
  • Client Connectivity
  • Virtual Desktop Agent and Session Management
  • Troubleshooting XenDesktop and VDA Registrations
Troubleshooting Printing:
  • Printer Types
  • Printer Provisioning
  • Printing Pathways
  • Printer Policies
  • Troubleshooting Printing

Course Prerequisites

​It is recommended that learners have basic knowledge of Microsoft Windows Server 2008 R2 environments, Active Directory, group membership within Active Directory, and experience with basic client network connectivity

Course Schedule
This course is not scheduled yet.