Internet Connection Troubleshooting/Citrix Disconnects outside of office

If you are experiencing internet issues or are experiencing frequent disconnects of your citrix session while outside of the office you can run the following tests:

When the issue is occuring please run the following tests and record the results in an email and send to the help desk.:

In the start menu; type cmd and press enter

In the command prompt window that opens type the following command as it appears below and press enter:

ping -n 25 portal.mackay.ca

Once the command is complete right click in the cmd window and click Mark. Then left click and highlight the ping statistics, press enter, and then paste them into the ticket. You should get results similar to the following:

Ping statistics for 192.168.13.17:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 86ms, Maximum = 86ms, Average = 86ms

In the same command window type tracert portal.mackay.ca and press enter. Let the trace complete and then copy and paste all of the output from the command into the ticket. You should get results similar to the following:

Tracing route to ykportal.mackay.ca [192.168.13.17]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.3
2 1 ms 1 ms 1 ms 192.168.1.2
3 3 ms 3 ms 1 ms 192.168.123.1
4 85 ms 86 ms 85 ms 216.126.100.62
5 87 ms 86 ms 87 ms ykportal.mackay.ca [192.168.13.17]

Visit the website www.speedtest.net Let the page load and then click Begin Test. Enter the results of the test into the ticket.