Problem Definition:

Users report poor, slow, or sluggish virtual desktop performance.Applications appear slow to load, typing/keystrokes may feel unresponsive, dragging application windows inside the desktop may also appear slow.Users may become disconnected and get error messages upon being disconnected such as “Citrix HDX Engine has Stopped Responding.”


This sort of performance complaint generally indicates an issue with the user’s internet connection or local workstation or resource starvation on the Citrix Desktop Host (low memory/CPU).Rarely does this indicate a congestion and/or latency issue with the CloudConnect infrastructure.This Article will assist in identifying the cause.


Step 1:

It is best to begin by ruling out issues with the user’s Internet Service Provider. From the user’s workstation open a command prompt and enter the following:

 “ping –t”


If dropped packets occur and/or latency is frequently and/or consistently greater than 70ms, contact your ISP to troubleshoot.This may include resetting your modem.It could also indicate a problem with the on-site network, LAN or WLAN if applicable.

If the output above yields a reply “time” value consistently less than 70ms and there are no replies dropped (i.e. “request timed out”), then the ISP is not likely the cause, and proceed to the next step.

Step 2:

If the ISP is not the cause as determined in the previous step, proceed to check the resource utilization on the user’s local workstation.Open the task manager on the local workstation and verify the memory and/or CPU utilization are less than 70%.For example, the following image shows resource contention on the local workstation because the memory consumption is 2.82 GB / 3.72 GB available:


It is also possible for excessive CPU utilization to cause a problem.Use the processes tab to identify the culprit process and disable/remove unnecessary programs.It should be noted that the Citrix Receiver utilizes minimal processor and memory resources.

Step 3:

If the above step does not indicate an issue with local workstation resource contention, resource contention the Citrix Desktop Host. Using your “support” account, access the affected Citrix Desktop Host for the user group or user complaining of performance problems.

Open the Task Manager and/or Resource Monitor on the Citrix Desktop Host and (similar to Step 2 above) look for either Memory or CPU starvation.Generally Memory utilization above 85% and/or CPU utilization consistently above 70% will indicate a need for additional resource pool(s) to be provisioned to accommodate the user demand on the Citrix Desktop Host.If additional CPU and/or memory is required, open a Ticket with CloudConnect Technical Support to add an additional resource pool to the Citrix Desktop Host.

Additional Information:

If all of the above troubleshooting steps do not identify a cause, open a Ticket with CloudConnect Technical Support. Ask the Technical Support Engineer to investigate possible virtual machine snapshot growth pursuant to KB Article CCT-201410083.

Applies To:

Microsoft Windows Desktop and Server Operating Systems XP/2003 and later

Citrix XenApp 6.5