CXA-100-1I Providing Help Desk Support for Citrix XenApp — A 2-Day Course

Course Synopsis

This CXA-100-1I Providing Help Desk Support for Citrix XenApp course (also known as CXA1001I, CXA-1001I, CXA-1001, CXA1001) introduces help desk professionals to XenApp and prepares them to troubleshoot common issues. Students will learn to identify whether more complex issues are related to the XenApp product, the network or directory services. By knowing the general problem area, help desk professionals can transfer cases to the appropriate person, such as a XenApp administrator or a network administrator. Interactive instructor-led discussion and hands-on labs and exercises guide learners through help desk tasks and prepare them to troubleshoot common issues encountered in a XenApp environment.

Course Objectives

Upon successful completion of this course, learners will be able to:

Describe the Citrix troubleshooting methodology
Identify the features, components, services and communications of Citrix XenApp 5.0
Describe the different management consoles
Describe Citrix administrator account privileges
Describe the components of the various published resource types, including streaming
Understand the core architecture and communications used by the Citrix XenApp Plugin for Hosted Apps
Understand the XenApp logon process and possible delays
Recognize how Active Directory policies can affect a XenApp implementation
Recognize how XenApp policies are processed
Identify policy rules and filters
View policy configurations
Use the policy search engine
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

Suitable For

This course is intended for XenApp help desk professionals

Course Prerequisities

It is recommended that learners have basic knowledge of Microsoft Windows Server 2003 or Microsoft Windows Server 2008 environments, Active Directory, group membership within Active Directory and experience with basic client network connectivity.

Publicly scheduled dates, locations, and prices

London — £955 (+VAT)

21–22 Apr 2010

Outline Course Contents

Introducing the Citrix Troubleshooting Methodology

Introducing the Citrix Troubleshooting Methodology
Evaluating a Citrix Environment
Implementing the Troubleshooting Methodology: Practice
Identifying Citrix Troubleshooting Resources

Introducing XenApp

Citrix XenApp 5.0 Architecture and Communications
XenApp 5.0 Features

Using Administrative Consoles

Management Consoles in XenApp 5.0
License Management Console
Access Management Console
XenApp Advanced Configuration
Citrix Administrator Accounts and Permissions
Remote Console Connections
Session Monitoring

Introducing Published Applications and Resources

Published Resources
Application Streaming

Troubleshooting Applications

Shadowing Users
Troubleshooting Common Issues
Content Redirection
Troubleshooting Application Streaming

Troubleshooting Clients

Citrix XenApp Plugins for Windows
Architecture and Communication
Citrix XenApp Plugin Installation
Citrix XenApp Plugin Usage
ICA Sessions
Troubleshooting ICA Session Connectivity
Streamed Sessions

Troubleshooting Policies

Architecture and Communication
Active Directory Policies
XenApp Policies
Troubleshooting Policies

Troubleshooting Printing

Architecture and Communication
Print Drivers
Print Settings
Driver Management
Troubleshooting Common Printing Issues
Troubleshooting Slow Printing Across a WAN
Identifying Potential Issues

Troubleshooting Web Interface

Web Interface Architecture and Communications
Securing Communication from the Client to Web Interface
Troubleshooting Authentication
Troubleshooting Common Errors
Using the Secure Gateway Management Console

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