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Swifty1
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Issues with Citrix latency

Hi

I'm hoping someone can help me resolve issues i am having connecting to Citrix.  My setup is a desktop PC connecting through wifi to a Hub 3 (I am on the 200mbs package).  I dont have issues with the speed or latency for anything other than Citrix.  I have tried a cabled connection and get the same issues.  Basically on Citrix, there is a latency of around 3-4 seconds for everything I do, typing, moving the mouse etc.  It makes it impossible to do any work.

One interesting thing is that I was recently staying at an airbnb at the end of my road, around 50m away from my house.  They had Virgin too, a slower package, but I had zero issues using citrix (over a wired connection) for two weeks straight. 

I'm sure its a problem with my connection somewhere down the line but i'm not sure what it could be.

I am told there is currently an issue in the area as well (but the problem with Citrix has persisted for a few weeks regardless of any recent area issues). 

Thanks in advance, logs below:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11387500009.340256 qam1
2146750000940256 qam2
31547500009.140256 qam3
41627500009.440256 qam4
51707500009.540256 qam5
6178750000940256 qam6
71867500009.140256 qam7
81947500009.540256 qam8
9202750000940256 qam9
102107500008.540256 qam10
112187500008.940256 qam11
12226750000940256 qam12
132347500007.538256 qam13
142427500006.838256 qam14
152507500008.540256 qam15
162587500009.140256 qam16
172667500009.340256 qam17
182747500009.140256 qam18
192827500009.540256 qam19
202907500009.640256 qam20
212987500001040256 qam21
2230675000010.440256 qam22
2331475000010.540256 qam23
2432275000011.340256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.350
2Locked40.360
3Locked40.330
4Locked40.950
5Locked40.970
6Locked40.900
7Locked40.350
8Locked40.340
9Locked40.350
10Locked40.930
11Locked40.340
12Locked40.300
13Locked38.600
14Locked38.980
15Locked40.3110
16Locked40.360
17Locked40.360
18Locked40.350
19Locked40.950
20Locked40.360
21Locked40.360
22Locked40.350
23Locked40.300
24Locked40.3170

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000043.5512064 qam7
23940000043512064 qam9
34620000043.3512064 qam8
46030000043.8512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Swifty1
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Re: Issues with Citrix latency

Network Log

Time Priority Description

24/01/2022 10:25:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 10:24:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 09:31:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2022 23:15:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 19:40:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 21:12:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 05:40:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 05:39:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 02:24:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 01:28:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 07:40:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 16:34:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 03:03:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:05:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 11:54:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 14:11:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 23:54:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 12:07:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 14:37:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Re: Issues with Citrix latency

Some of the downstream power levels are too high, out of spec. You probably need a technician's visit, but first you need to check if there are any local faults.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.


Tudor
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Swifty1
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Re: Issues with Citrix latency

Thanks for the response.  I can see there are no issues in my area. 

By the way, pingtest, speedtest etc all works fine, no dropped packets etc.  my issue is only within the Citrix environment.

Hopefully someone from VM can take a look

Thanks

 

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Paulina_Z
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Re: Issues with Citrix latency

Hi @Swifty1

Welcome to our Community Forums! I'm very sorry to hear that you're experiencing some ongoing issues with your connection. 

I was able to check our systems and I can see that you're experiencing some problems with your downstream power levels. I will be more than happy to look into this further for you via Private Message. 

Please keep an eye out for a purple envelope at the top right corner. I will be in touch with you soon.

Thank you.

Paulina_Z
Forum Team



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Paulina_Z
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Re: Issues with Citrix latency

Hi @Swifty1
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ....  issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.

Paulina_Z
Forum Team



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