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    Missing ICA Latency, Connection Speed & ICA Channel Metrics

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    Heather McLeod
    • Updated

    On the Citrix Virtual Apps and Desktops session drill drown, when looking at the ICA/HDX tab and/or Summary Tab, Goliath presents the metrics ICA Latency, Connection Speed, and ICA Channel Usage. When these charts are not showing data, this indicates the required end user metrics were not available. This can be due to multiple issues:

    • Issues with the Citrix VDA install
    • Corrupted Windows Performance Counters
    • Anti-virus blocking
    • and more

    See below for troubleshooting steps on how to determine the root cause of the missing metrics to ultimately resolve the issue. Please note, the metrics Network Latency and ICA RTT are not the same as ICA Latency and are collected differently. For details on those metrics see instead Missing Network Latency & ICA RTT.

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    Troubleshooting Steps:

    1. Confirm the length of the session, has it been established for more than 5 mins? It can take about 3-5 mins after the session is established in order to see these metrics. If the session has been established for more then 5 mins, please proceed. If not, give it some more time. 
    2. Confirm Agent is installed and connected on the machine where the metrics are missing.
      1. Check the Configure>Inventory page of the technology and see if there is a green square in the "stat" column for the machine, this means the agent is connected. 
      2. If there is a red square this means the agent was connected at one point in time but it is not currently connected. Please create a support ticket for further assistance.
      3. If there is no square at all, this means there is no agent installed. Please search "agent installation" in this support center for instructions.
    3. Enable Agent Logging and then Restart the Agent Service (wait at-least 15 mins to let the logs collect) 
      1. For full instructions please reference the article Goliath Server and Agent Logs
    4. In the meantime, gather screenshots of the missing metrics on the ICA/HDX Channel tab
    5. Once you have uploaded the agent logs, search for the phrase “ICASessionPerformanceData:”.
      1. Go to that line and look at the line below. Is it a set of empty brackets? If so, this means that not data is being returned.
        1. example:
      2. When this occurs, it usually means one of the following is the root cause:
        1. The Windows Perfmon Counters Goliath uses to collect the ICA Metrics are not installed on the machine.
        2. There is an issue with the Citrix VDA install
        3. Windows Perfmon Counters are corrupted

     

    Possible Resolutions:

    1. Check Citrix Director and see if the Active/Disconnected sessions missing metrics in Goliath are also missing ICA Latency in Citrix Director.
      1. If Citrix Director is also missing this data, this confirms that there is an issue with the Citrix VDA. Because this issue is with the Citrix infrastructure, please create a ticket with Citrix support to begin the troubleshooting process for the missing data in Citrix Director.
      2. Once the issue is resolved in Citrix Director, it should also be in Goliath.
    2. Check to see if the Windows Perfmon Counters are corrupted on the VDA
      1. Open Windows Perfmon
      2. Does a pop-up appear upon launch starting "Unable to add these counters:"?
        1. If so, this means that the perfmon counters are indeed corrupted.To resolve this issue, we suggest using rebuilding your perfmon counter library on the VDA in question or if applicable the Gold/Master Image.
        2. Performance Monitor Issues - Registry - Perflib 009 Folder is Empty - Microsoft Community
    3. Attempt to Re-register the Citrix ICAPerf.dll on one of the machines having the issue. If this resolves the issue, then repeat the steps on the Gold/Master Image.
      1. Steps to re-register icaperf.dll: 
        1. Identify where the dll file is located. It will be at one of the following locations:
          1. C:\Windows\System32\ICAPerf.dll
          2. C:\Program Files (x86)\Citrix\System32\ICAPerf.dll
          3. C:\Program Files\Citrix\ICAService\ICAPerf.dll
          4. C:\Program Files\Citrix\HDX\bin\ICAPerf.dll
          5. C:\Program Files (x86)\Citrix\HDX\bin\ICAPerf.dll
        2. Open command prompt with run as admin
        3. Execute the following command: regsvr32 "location"
          1. For example: regsvr32 "C:\Program Files\Citrix\ICAService\icaperf.dll"
        4. Restart the MonitorIT Agent Service
        5. Once this is completed wait about 5-10 mins and then you should start seeing the metrics appear in the technology.

    If the steps in this article do not resolve the issue, please collect the agent logs and server logs and log a support ticket.

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