Information
This article illustrates the log collection process on ADC MPX/VPX/SDX with common scenario.
Contents
- Basic Information CollectionSay goodbye to copy and paste! Use quick text for common notes, phrases, and messages. Quick text is supported in email, chat, notes, Knowledge, and more!
- Information Collection for Typical Scenario
- Information Collection Procedure
- ADC Serial Number
- ADC Version/HA
- ADC MPX/VDX show techsupport
- ADC ns.conf
- ADC SDX
- ADM
- ADC Nstrace
- iOS/Android/Windows receiver/workspace Log Collection
- TAAS/CIS
- Remote Helpdesk Tool Download Link
- Remote Troubleshooting Tool Download Link
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1. Basic Information Collection - For ADC MPX/SDX, confirm serial number, for ADC VPX, confirm the ORG ID.
- ADC detail version, such as NS 13.0 build 47.24.
- ADC deployment, standalone or HA.
- Network topology with IP address, interface as detail as possible. (Note: if there is nstrace for information collection, provide the IP address as supplementary information.)
- Is there change on ADC and environment before the issue takes place?
- When does the issue happen first? (Attach the screenshot/video of error message if possible.)
- Does the issue happen consistently? Is it reproducible? If yes, provide detailed steps to reproduce the issue.
2. Information Collection for Typical Scenario 2.1 ADC crash - ADC show techsupport. - ADC kernel crashdump/NSPPE crashdump
Note: Check whether there are dumps in /var/core or /var/crash folder
2.2 ADC stops - If ADC is not manually rebooted, press NMI button to generate dump file and collection the dump as in 2.1. Refer the following KB article for NMI button:
http://support.citrix.com/article/CTX120660- If ADC is already rebooted, collect show techsupport as in 3.3 . (Point out the timestamp of hang) 2.3 ADC Hardware Error(MPX/SDX) 1) ADC Fail to Boot:
- Check whether there is display on LCD, take a picture of the LCD.
- Connect ADC with console cable, check whether there is any output and save it as txt. Follow the steps when the cable connects:
Refer the following docs for cable connections:
For MPX click here
For SDX click here2) ADC Power Supply:
- Check whether ADC power supply red light is on, take a picture.
- ADC show techsupport3) NetScaler Hard Disk:
- ADC show techsupport
- Run the following script:
4) ADC LCD:
- Take a picture of LCD2.4 Citrix Gateway (ICA proxy)
1) Citrix Gateway Authentication Fail
Information Collection:
- ADC show techsupport
- Citrix Gateway aaad.debug. Run the following command and save the output:
More information:
http://support.citrix.com/article/CTX1149992) Citrix Gateway Cannot Enumerate Application List, Error ”Cannot complete request.” or Redirecting to Blank Page:
Information Collection:- Test to login directly via StoreFront, if there is any issue, resort to StoreFront Team.
- ADC show techsupport
- Citrix Gateway private key/session key
- Capture on client, ADC, and Storefront, reproduce the issue, and stop the capture.
- StoreFront event viewer logsPoint out the following information
- Timestamp of reproduction
- Client IP,Citrix Gateway VIP,Storefront IP
- Error message screenshot
https://support.citrix.com/article/CTX2071623) App/Desktop cannot open via Citrix Gateway, error 1110, 1030 etc.
Information Collection:
- Test to open directly via StoreFront, if there is any issue, resort to XenApp/XenDesktop Team.
- ADC show techsupport.
- Change the default program of ica to notepad, save launch.ica
Or save Launch.ica to client referring the following KB:
http://support.citrix.com/article/CTX134993
- Capture on client, ADC, and Storefront, reproduce the issue, and stop the capture.
- Point out the following information- Timestamp of reproduction
- Client IP,Citrix Gateway VIP, Storefront IP, VDA IP
- Error message screenshot
4) Citrix Gateway EPA Failure
Information Collection:
- Collect EPA log:
https://support.citrix.com/article/CTX209148
For more information: https://docs.citrix.com/en-us/citrix-gateway/current-release/vpn-user-config/advanced-endpoint-analysis-policies.html2.4 Citrix Gateway (SSLVPN)
- ADC show techsupport.
- Citrix Gateway private key/session key.
- ADC network topology
- For client issue, collect client log:
https://support.citrix.com/article/CTX1381553. Information Collection Procedure 3.1 ADC Serial Number 1) Web GUI
Access http://NSIP, check Serial no in Harware information, it’s 10 bits strings with number and alphabet.
2) CLI
SSH to ADC with putty, execute “show hardware”:
3) Stamp on ADC Hardware backplane
3.2 ADC Version/HA 1) Web GUI
Access http://NSIP, check version and node HA status
2) CLI
SSH to ADC with putty, execute ”show version”
execute ”show ha node”
3.3 ADC MPX/VPX show techsupport 1) Web GUI
2) CLI
More information:
http://support.citrix.com/article/CTX1279003.4 ADC ns.conf 1) WebGUI
2) WinSCP
Save config first:
Get ns.conf with WinSCP:
3.5 ADC SDX 1) For VPX on SDX show techsupport, refer 3.3
2) For SVM and XenServer bundle:
Choose Management Service and XenServer:
3) CLI
Logs locate at /var/mps/tech_support.
More information click here3.6 ADM 1) ADC show techsupport
2) ADM support bundle
System > Diagnostic > Technical Support:
3.8 ADC Nstrace 1) WebGUI
Note: Set Packet Size to 0, and add expression filer if necessary, click ok.
2) CLI
Start nstrace:
Stop nstrace:
If filtering the IP address of 192.168.1.1:
Nstrace locates at /var/nstrace/<timestamp>, download via WebGUI or with WinSCP3.9 iOS/Android/Windows/Mac receiver Log Collection 1) iOS Receiver
2) Android Receiver
3) Windows Receiver
http://support.citrix.com/article/CTX132883
http://support.citrix.com/article/CTX141067
4) Mac Receiver
More information:
https://www.citrix.com/blogs/2014/10/10/citrix-receivers-include-valuable-logging-for-troubleshooting/3.10 TAAS/CIS Upload the logs and trace to http://cis.citrix.com:
- Login with Citrix account:
- Click Diagnosis
- Upload data
- Input case number and upload file
4. Appendix 4.1 Remote Helpdesk Tool Download Link 1) AnyDesk
http://anydesk.com/download
2) Teamviewer
http://www.teamviewer.com/zhcn/download/windows/
3) GoToMeeting
http://support.citrixonline.com/en_US/Meeting/help_files/G2M0100024.2 Remote Troubleshooting Tool Download Link 1) Putty
http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html
2) WinSCP
https://winscp.net/eng/download.php
3) WireShark
https://www.wireshark.org/download.html