| SERVICE DISRUPTION NOTICE (SDN) | |
|---|---|
| NOTICE TIME ZONE | Brisbane UTC +10 |
| STATUS (Open/Closed) | Closed |
| CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | Citrix |
| START DATE | 20250522 |
| START TIME (HHMM) | 0800 |
| ESTIMATED TIME TO RESOLUTION | |
| END DATE | 20250527 |
| END TIME (HHMM) | 0859 |
| TOTAL DURATION | N/A |
| ESTIMATED DOWN TIME FOR AFFECTED USERS | N/A |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XDESK |
| PRIORITY | P1 |
| CLIENTS AFFECTED | ALL |
| DESCRIPTION OF INCIDENT | Intermittent Citrix performance issues affecting users across the network |
| EVENT TIMELINE | |
| Thursday 22nd May 2025 | |
| 0800 | XSTRA is aware of intermittent Citrix performance issues affecting users across the network. This is due to fluctuating latency between user locations and our data center, which may result in occasional slowness or responsiveness issues during sessions. Please note that this is a widespread issue and may not be consistently present. It can vary in severity and timing depending on network conditions. Our team at XSTRA is actively investigating the root cause and working with our partners to solve this issue. We appreciate your continued patience and understanding as we address this matter. This is a P1 severity issue, and as such, this issue is our highest priority. |
| Tuesday 27th May 2025 | |
| 0859 | XSTRA is glad to report that a newly released Citrix patch and feature called “HDX Direct” has proven to dramatically improve the performance of Citrix sessions. These new features will be rolled out to all Citrix clients over the coming weeks and will form part of our standard operating environment moving forward. More on “HDX Direct” can be found here: Link |
| RECOVERY & RESOLUTION | N/A as no session was ever down – this issue was intermittent and did not prevent users from working |
| ROOT CAUSE | ICA Traffic through the Netscalers was an impediment |
| CORRECTIVE & PREVENTATIVE MEASURES | Updated configuration to the standard Citrix XDESK operating environment. ICA traffic now flows over UDP directly between endpoints and the VDA’s. |
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