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Help Desk Support for Citrix XenDesktop 5.6 and XenApp 6.5 (CHD-100-1)

Course Objectives

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.

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

Course Outline

  • Identify components, communication, and services of Citrix XenApp 6.5.
  • Identify components, communication, and services of Citrix XenDesktop 5.6.
  • Describe and use the different management consoles.
  • Identify and use tools from Citrix for troubleshooting and diagnosing issues (for example: qfarm, lbdiag, Quick Launch).
  • Describe delegated administrator privileges for XenApp and XenDesktop.
  • Describe the various resource types available for XenApp and XenDesktop.
  • Understand the core architecture and communication requirements for the Citrix Receiver, Web Interface, and the XenApp/XenDesktop architecture.
  • Understand the XenApp and XenDesktop logon process and cause for possible delays or issues.
  • Recognize how XenApp and XenDesktop policies are processed.
  • Recognize how Active Directory GPO’s apply to sessions.
  • View resultant set of policies using policy modeling and view configured policy settings.
  • 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.


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