Nerdio Help Center

Customer is reporting slow desktop. What should I do?

If a customer is reporting slow desktop or a poor desktop experience, follow these steps to determine root cause and resolution -

LOCAL USER ISSUE
Internet connection
This is by far the most common issue that affects performance. Bandwidth is important but latency and packet loss is much more important. There should be no packet loss and latency should be stable.

  1. Test for packet loss and latency from user’s local computer (NOT virtual desktop). Latency should be stable but will depend on user’s distance from data center. Under 100ms in continental US.
    • www.pingtest.net (requires running Java)
    • Ping www.google.com -t
    • Look for dropped packets 
  2. Test bandwidth. For good performance, bandwidth should be 5mbps (down) or more. Each concurrent user needs 0.5 to 1.0 mbps
    • www.speedtest.net 
  3. If issue cannot be identified with standard tools use ADARMon 
    • Log off the user session and log back into the desktop using PCoIP (instead of the default Blast Extreme protocol) 
    • Launch ADARMon from \\nerdio.int\netlogon\Start_Adarmon.cmd 
    • Double-click on blue cloud icon in system tray 

Once issue is identified as internet connectivity work with customer to narrow down and resolve the issue and/or get ISP involved

LAN
If connectivity slowness persists but you’ve eliminated the Internet as the root cause (e.g. Plugging laptop directly into internet router exhibits no issues) then troubleshoot local network

  1. Ping www.google.com -t (to establish a baseline that there is a connectivity problem) 
  2. Ping local default gateway to see if there is packet loss within the network. If so, explain to customer what you’re seeing and that it’s a local network issue that needs to be resolved. If customer has vCIO package escalate to Tier2 for further troubleshooting. 

Client device
If user is experiencing slowness problems but others on the same network are not then it’s like a local device issue. Confirm this to be the case by connecting the user from another device. Work on troubleshooting local device or its network connection


VIRTUAL DESKTOP ISSUE
CPU
If CPU is pegged or highly utilized, note the process that is using the CPU the most and either end the process or reboot the Virtual Desktop. If the problem comes back troubleshoot the offending process. If the offending process is a standard Windows component (e.g. Explorer.exe) and is spiking for no reason then report a potential physical host issue to Tier2 support. 

RAM
Note name of processes using a lot of RAM and reboot Virtual Desktop

Disk
Open Resource Monitor and look under disk storage for disk queue length. If it’s exceeding 1 or 2 consistently then suspect disk. Reboot Virtual Desktop and if the problem comes back escalate to Tier2.

 

HOSTED SERVICE ISSUE
Office 365
If only Office 365 applications (e.g. Email, Skype, OneDrive) are affected, show user the official Microsoft O365 status website with the issue so they know where to keep checking in the future.

Other website / service
If a particular website or online service is slow but everything else is running OK, confirm the slowness from user’s local computer or your own desktop and explain that the slowness is coming from the service provider of the hosted application/website. If it’s slow only on Virtual Desktop escalate to Tier2.


PHYSICAL HOST ISSUE
If many customers are having slowness issues at the same time – escalate to Tier2.

 
DATA CENTER ISSUE
If many customers are having connectivity latency at the same time – escalate to Tier2.

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