Citrix Audio Diagnostic Tool

Citrix Audio Diagnostic Tool

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Article ID: CTX579089

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Description

Citrix Audio Diagnostics tool 1.0.3

What’s new for this release? 

  • Support new policy Loss Tolerant Mode for Audio.

  • Optimize the display of network metrics for high round-trip times (ICA RTT).

  • Support command-line mode and a runtime option (in seconds), allowing the tool  to operate in the background for a specified period and export data to a JSON file.

For example:  CtxAudioDiagnostics.exe -t 10 -o output.json (“-t 10” specifies a run duration of 10 seconds.)

Overview

Citrix Audio Diagnostics is a troubleshooting and monitoring tool.

Admins should use this tool to:

  • View audio related configurations

  • View redirected audio devices

  • Make a test call to diagnose audio quality

  • View audio performance metrics

  • Dump configurations for technical support

Audio issues during a DaaS/CVAD session can be caused by a variety of factors, including network connectivity, hardware problems, and configuration issues. This tool aims to help identify root causes in the Citrix environment and surrounding infrastructure. The Troubleshooting use cases provide ways to troubleshoot the most common audio issues seen.

Prerequisites

Compatible VDA Versions (Multi and Single Session)

  • VDA 2203

  • VDA 2402 and later

Dependencies 

  • This tool depends on Microsoft .NET Framework v4.7.2 and Citrix WMI libraries which are installed during VDA deployment.

Note: Please make sure that the diagnostic tool runs inside of a Citrix session by the end user and not in a RDP or console session by the admin on the VDA. Otherwise, you will get an error message that shows as “Non ICA (Citrix) session detected”.

Installation

  1. Download the .zip file and extract the content to a folder on the VDA you are troubleshooting.

  2. Launch the tool by double-clicking or executing.

Usage

1. Audio Session

  • The Audio Session tabs shows audio-related configurations for current user session.

  • The data is retrieved periodically, use the Refresh button to trigger an instant data refresh.

  • Each item has a clickable blue bubble for detailed explanation.

  • Some items have an expandable button on the right showing a box of the decision-making process.

For example, if a user wants to enable Loss tolerant mode for Audio (Edt-Lossy) for the current session, but the data transport remains EDT-Reliable, the user can see which dependencies are not satisfied for Edt-Lossy.

 1.1 Session Information

Summary of effective configurations for current session:

  • State information:  Lists important audio configuration information for the current session.

  • Speakers & Microphones:  Lists information on redirected audio devices for the current session.

1.2 Configuration

The Configuration page is the full set of audio-related settings, which is separated into six categories:

  • HDX Policy: List the HDX Adaptive Transport policy.

  • Audio Policy: Lists the configuration of the Citrix audio policies.

  • Multimedia Policy: Lists the configuration of the Citrix multimedia policies. 

  • VDA Registry: Shows registry settings that have been modified from their default values.

  • VDA: Lists the VDA specific capabilities.

  • Citrix Workspace App: Lists the client-specific capabilities.

2. Test Call 

Use this functionality when the audio quality is degraded in order to have a subjective evaluation of audio quality to determine if this is an issue with the Citrix session or with the backend system. 

Since applications can have preference of one API over the other and the two APIs have different performance under certain circumstances, we provide customers the capability to choose different audio APIs, recording channels and sample rates to make a test call.

2.1 Perform a test call

How to test: 

  1. Choose the audio subsystem host, recording channels and Sample rate (most people should use the default).

  2. Perform a test recording by clicking on “Make a test call”.

  3. Record your voice for 10 seconds until you hear the second beep - recording is played back automatically.

  4. The recording will generate an audio waveform, note that if no sound is detected, a blue line appears.

  5. Recordings will be saved at <UserProfile>\AppData\Local\Citrix\ADT by default. Customers can change the saving folder by editing the setting.ini file in the Audio Diagnostics tool folder and modify the Workspace to your custom folder. Setting will be applied after the tool restart.

For example: Workspace=C:\Temp\MyRecordings

Results

Use this recording to try to determine the quality of the audio recording.

  • If audio is clear or improved, the issue might be with the backend system. Consult your vendor to expand your troubleshooting.

  • If the audio is degraded, there is an issue with the Citrix session.

  • Determine audio playback & recording transmit via client audio redirection or not (see Optimization for Microsoft Teams, Windows Media redirection)

2.2 Active audio devices

Displays the audio devices used currently in the session and by what applications.

This is helpful to list which devices are being used for Client Audio Redirection, Microsoft Teams Optimization and Browser Content Redirection.

3. Audio Metrics

Click on the legends on the top right corner to hide/show the corresponding curve.

Customers can zoom in or zoom out the figure with the top right buttons.

3.1 Network 

Network Usage shows bi-direction network bandwidth measured used in the current audio session. 

Bandwidth - Client to server

  • Displays the utilization audio recorded by the microphone.

Bandwidth - Server to client 

  • Displays the utilization of audio playback on the VDA.

ICA RTT

  •  Displays the current network round trip time.

Packet Loss - Client to server

  • Displays the packet loss percentage of audio recorded by the microphone.

 

Packet Loss - Server to client

  • Displays the packet loss percentage of audio playback on the VDA.

4. Export & Import Session

Click on the menu bar and select File -> Export Session, then choose a destination folder. The tool will package session information, saved recording files, and audio metrics into a compressed file. Others can explore the exported information by importing the compressed file.

Troubleshooting Use Cases 

Audio issues during a DaaS/CVAD session can be caused by a variety of factors, including network connectivity, hardware problems, and configuration issues. 

 

The Audio Diagnostics tool can help you troubleshoot the following problems:

Audio issues while using softphone system 

  1. Use the Test Call functionality to determine if the issue is with the Citrix session or the third-party softphone system.

  2. If the audio quality is good while playing the recorded file, the issue is related to the softphone system.

  3. If the audio recording contains poor audio quality, perform the following steps:

    1. Export the recorded wave file, audio session information and metrics data by click the menu Export Session, then send the zip package back to developers.

    2. The developers could diagnose the issue based on session information, recording files and network status from audio metrics.

  4. For more troubleshooting steps, see https://support.citrix.com/article/CTX133024/delivering-softphones-with-virtual-apps-and-desktops

Limitations and known issues

  • For VDA versions prior to 2308, the Data Transport in the Audio Session may show as "Undefined"

  • Network usage and packet loss (both client-to-server and server-to-client) are unavailable for UDP audio.

  • Packet loss (both client-to-server and server-to-client) is also unavailable for TCP transport.

 

Environment

These software applications are provided to you as is with no representations, warranties or conditions of any kind. You may use and distribute it at your own risk. CITRIX DISCLAIMS ALL WARRANTIES WHATSOEVER, EXPRESS, IMPLIED, WRITTEN, ORAL OR STATUTORY, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NONINFRINGEMENT. Without limiting the generality of the foregoing, you acknowledge and agree that (a) the software application may exhibit errors, design flaws or other problems, possibly resulting in loss of data or damage to property; (b) it may not be possible to make the software application fully functional; and (c) Citrix may, without notice or liability to you, cease to make available the current version and/or any future versions of the software application. In no event should the code be used to support of ultra-hazardous activities, including but not limited to life support or blasting activities.NEITHER CITRIX NOR ITS AFFILIATES OR AGENTS WILL BE LIABLE, UNDER BREACH OF CONTRACT OR ANY OTHER THEORY OF LIABILITY, FOR ANY DAMAGES WHATSOEVER ARISING FROM USE OF THE SOFTWARE APPLICATION, INCLUDING WITHOUT LIMITATION DIRECT, SPECIAL, INCIDENTAL, PUNITIVE, CONSEQUENTIAL OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. You agree to indemnify and defend Citrix against any and all claims arising from your use, modification or distribution of the code.

Additional Information

Please note:
You can download the required file from the Citrix downloads website by visiting the following link: https://www.citrix.com/downloads/citrix-tools

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