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Virtualization: Troubleshooting: Troubleshooting guide
Proactive and Reactive Troubleshooting
There are two ways that you can start troubleshooting issues with your Virtualization environment.
Proactive: Following the instructions in the Configuration Guide, you can set Investigations as alerts. You will then be alerted to any issues that occur from the Finder start screen.
Reactive: The Virtualization - Troubleshooting score tab on the device view in Finder will alert you to any issues with that device.
The score can be between 0 and 10. Under 7, the score indicates that the devices have a problem.
The following troubleshooting process can be followed for each type of alert:
From the Alert or Device View, right-click on the device name to perform a one-click survey “Virtualization - Troubleshooting - Impacted Users”.
You can inform affected users by selecting them and send them a campaign to inform them of the service degradation with the "Virtualization - Troubleshooting - Service degradation" campaign.
Going back to the devices, right-click and select the associated one-click investigation match with the alert like "Virtualization - Troubleshooting - CPU Applications" One click for a CPU alert.
Follow the instructions by issue type below to resolve or redirect your incident.
Once the issue is resolved, you can send another campaign to affected users to notify them that the service is back to normal.
CPU
CPU constraints are quite common with session-based desktops. This can be for a number of reasons and web browsers can be one of the culprits if hardware rendering is left enabled.
If the processor is flat or continually exceeds 70%, it is more than likely that the processor is strained.
This is a non-exhaustive list of potential symptoms you may experience when the CPU is under contention.
Slow switching between windows.
Loading cursor for long periods of time.
Slow logon and log off.
Applications not responding.
Web pages jumpy and loading slowly.
Users experience delays with mouse movement, opening the start menu, doing a desktop search, etc.
If several VMs have a high CPU consumption, then this can degrade the experience of other users on the same hypervisor host.
High device overall normalized CPU percentage during the last 15 minutes.
Score ➔ 0 to 5:
Identify the processes/services consuming processor time by using the "Virtualization - Troubleshooting - CPU Applications" OneClick Investigation.
If all processes/services are working within normal parameters and the high level of CPU consumption is an expected behavior, you should consider adding additional CPU resources to this system in the future.
If a process/service can be identified which is working outside normal parameters: the process should be terminated or the configuration of the service should be changed with the Set Service Information remote action. Please note that terminating a process can cause unsaved data to be lost.
If high CPU consumption occurs after updating an application then this application should be re-installed using the remote actions “Uninstall” and “Install Application”
Score ➔ 7 to 10: No action required.
Memory
The challenge that all customers face is with core business applications like Edge, Teams, and Outlook (modern apps) that can consume large amounts of RAM.
High memory usage is not the problem, the challenge arises when applications load their data into RAM. When the RAM is fully consumed, use of the paging file starts, which then begins to impact the performance of the session host.
A swap file (when using an SSD) has an estimated write speed of 456MB/s, and RAM can write at an estimated speed of 12,800MB/s. When RAM is consumed, performance drops to SSD or standard disk speeds, which will likely lead to performance degradation.
Available memory shows how much memory is left after non-paged pool allocations, paged pool allocations, process working sets, and file system cache have all taken their share.
This a non-exhaustive list of potential symptoms you may experience when the memory is under contention.
Unexpected application crashes.
Windows errors for low memory.
Slow log on and log off.
Applications “Not Responding”.
Slow application launching.
Running applications slowly.
High device overall average Memory usage during the last 15 minutes.
Score ➔ 0 to 5:
First, please check the last boot and the last login. If these are too long, please send the "Virtualization - Troubleshooting - Logoff" campaign.
Identify the processes/services consuming memory by using the "Virtualization - Troubleshooting - Memory Applications" one click.
If all processes/services are working within normal parameters and the level of memory consumption is an expected behavior then you should consider adding additional memory resources to this system in the future.
If a process/service can be identified which is working outside normal parameters: the process should be terminated or the configuration of the service should be changed with the Set Service Information remote action. Please note that terminating a process can cause unsaved data to be lost.
If high memory usage occurs after updating an application then this application should be re-installed using Uninstall and Install Application remote actions.
Score ➔ 7 to 10: No action required.
Host CPU
Processor Queue Length is the number of threads in the processor queue. Unlike the disk counters, this counter shows ready threads only, not threads that are running. There is a single queue for processor time even on computers with multiple processors. Therefore, if a computer has multiple processors, you need to divide this value by the number of processors servicing the workload. A sustained processor queue of less than 10 threads per processor is normally acceptable, dependent on the workload.