Symptoms
The Workspace is slow or unresponsive. Connections are dropped.
Cause
Poor network connectivity or performance can be caused by a number of factors.
Try to pinpoint the main cause first by answering these two questions:
- Are all the users affected in the same way, or are only a subset of users affected?
- Do the same performance issues occur when accessing the appliance strictly from the internal network to the appliance (preferably bypassing the organization's firewall, load balancer, ...)?
This way, any internal network components/configurations could already be ruled out or turn out to be causing the issues.
Below is a checklist of important factors.
Organizational factors (these would impact all users):
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Firewall and load balancer:
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White list traffic from/to Parallels Secure Workspace so there is no deep inspection (e.g. packet inspection. Terminology may be slightly different.).
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If the behavior is that users see "Lost connection" frequently or if their application session disappears frequently: This is often caused by a firewall or load balancer terminating connections after a certain timeout (proxy timeout, timeout tunnel, ...).
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Product-specific info:
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HA Proxy on pfSense: Verify the timeout tunnel setting.
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Microsoft Azure Application Gateway: Verify the "Request Time-out (seconds)" back end setting. Keep in mind that this is also applied to WebSockets. This should be at least 60 seconds, but for certain use cases, you want to increase this to 3600 seconds.
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Internet connection: Download/upload speed and latency.
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RDS infrastructure: Does the infrastructure have enough CPU, RAM, disk I/O, bandwidth, ...
End-user factors (these would impact a specific user or a small subset of users):
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Browser: Use the latest version of one of the officially supported browsers.
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Internet connection: Download speed and latency are key factors. Collect info using for example this SpeedTest .
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VPN: When using a VPN, this may impact the performance of Parallels Secure Workspace. Sometimes in a negative way, in rare cases in a positive way.
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Software: An antivirus solution might be installed on the end-user's device and act as a firewall, which may also be doing too much packet inspection. Whitelist traffic from/to Parallels Secure Workspace.
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Use case: Which applications does the end user typically use?
Do they use graphic-intensive applications such as drawing applications (Adobe Creative Suite, AutoCAD, ...), GIS / mapping applications (ArcGIS, QGIS, OpenStreet Maps, Google Maps, web maps, ...)?
Do they watch a lot of videos? (YouTube, surveillance cameras, ...)
Do they have any other open application which is graphic-related? (e.g. scrolling through a large library of pictures) -
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