Key Task: Troubleshoot Virtual Desktop

You can troubleshoot an issue with your Virtual Desktop Infrastructure (VDI) using Aternity, to investigate issues of remote display latency, virtual desktop system problems, or an issue with a virtual application within your VDI deployment.

There are several ways to do this:

To... Do this...

To troubleshoot remote display latency in your VDI deployment

Use the Troubleshoot Remote Display dashboard to try to localize the infrastructure problem which may be causing the delays for VDI users.

To troubleshoot if there is a problem with the setup of the virtual machines (VMs), causing some system failures

Use the Device Health dashboard to view the health events of VMs, and view if the problem is isolated to one or more hypervisors.

To troubleshoot problems restricted to a single application in VDI

Use the Troubleshoot Application dashboard to see the response times of the application per hypervisor and per data center.

To troubleshoot issues reported by a single user

Use the Troubleshoot Device dashboard.

To investigate issues associated with the boot times of VMs

View the Boot Analysis dashboard and in the top bar, select Device Type > Virtual Desktops.

To view the SLA compliance of applications on VMs

View the Monitor SLA dashboard, and select to view the Device Types section. Then select the Virtual Desktop item in that section and view Applications section to see the SLA compliance of applications running on VMs.


When you view an activity's response time in a VDI deployment, there are two separate times you must add: the regular application's response time on the VDI server itself (made up of the client time, server time and network time) and then add the remote display latency between the VDI server and the front line end user of the virtual desktop.

For any given activity response, if we assume that there is only one round trip from the client to the VDI server for the activity and its response (which depends on the architecture of the application deployed in VDI), the total response time of an activity would be:

VDI response time = (2 x remote display latency) + activity response time

Typically, however, the virtualization platform would use more than one round trip to the virtual application server or VDI server for each activity, so it would be many more than 2 x remote display latency.

Effective front line user response time

By default, a virtual session only reports data to Aternity while a user is logged in to Windows, and stops when a user logs out. Aternity does not report boot times for virtual sessions.

To report data even when a user is not logged in to Windows, select the Gear Icon > Settings > Advanced Settings > agent > configuration > overrideConfigurationParam > Citrix and VDI > SendMeasurementsOnUserNotLoggedOn > value and set it to True.

Aternity monitors performance in a wide range of virtual applications and virtual desktops. The virtual servers must be housed in one of the following operating systems:

Attribute Requirement

Virtual server operating system

Windows Server 2016, 2012 R2, 2012, or 2008 R2.

The Windows Agent supports virtual devices and/or virtual applications with any of the following requirements:

Attribute Requirement

Citrix virtual application servers

Citrix XenApp 6.5, 7.6, 7.8, 7.15.

Citrix virtual desktop servers

Citrix XenDesktop 6.5, 7.6, 7.8, 7.15.

VMWare Enterprise VDI

VDI support is for VMWare Horizon View 6.x and 7.x up to 7.2, and support for 7.15. Aternity does not monitor the ESXi hypervisor. VMWare ThinApp is NOT supported.

Microsoft RDC

Microsoft Remote Desktop Services 6.1, 8.1, 10.0.

Microsoft virtual application servers

Microsoft App-V 4.6 SP3, 5.0, 5.1.


  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > Virtual Desktop.
    Accessing Troubleshoot Virtual Desktop
  3. Step 3 Select the type of virtual desktop issue to troubleshoot.
    Specify the type of VDI problem
    Field Description
    Select type of issue

    Select one of the following:

    • Select Remote display latency to view the Troubleshoot Remote Display dashboard, showing the latency at different locations, as this is often the central attribute which is common in virtual display latency issues.

    • Select Virtual desktop system issues if you are responsible for the VDI deployment in your organization. Aternity displays the status of the virtual machines (VMs) by showing the Device Health dashboard for virtual desktops only.

    • Select An application within the virtual desktop to view the Troubleshoot Application dashboard with a focus on the response times of this application per hypervisor and per data center location.

    Select application

    (Only if you selected An application within virtual desktop) Select the monitored application to troubleshoot.