Troubleshooting Steps:
Note: We are using WMI to monitor XenApp.
Step 1:
Do "wbemtest" by connecting to their XenApp Server using NameSpace "root\citrix"
Execute the WMI Query "select * from MetaFrame_Server" to check whether they can connect with xenapp server and execute WMI Queries successfully
Step 2:
If the above step work properly, then ask them to execute the following Query in their Applications Manager build path. (\AppManager\working\conf\application\scripts)
cscript //Logo //T:300 "wmiQueryExecuter.vbs" "HostName" "Username" "Password" "root\citrix:select * from MetaFrame_Server" "Domain=Domain, FarmName=FarmName, IPAddress=IPAddress, ServerName=ServerName, ServerType=ServerType, ZoneName=ZoneName, ZoneRanking=ZoneRanking, NumberOfActiveSessions=NumberOfActiveSessions, NumberOfDisconnectedSessions=NumberOfDisconnectedSessions, NumberOfSessions=NumberOfSessions"
Note: Open cmd as Administrator and execute the above. Replace userName, password, hostname with their XenApp Server details.