FAQ: XenMobile Server Support

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Article ID: CTX140986

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Description

This article contains answers to the frequently asked questions on XenMobile Server Support.

General

IS it possible to install/configure DNS server on XenMobile appliance.

The DNS server should be installed on windows machine that is in the same network as that of your XenMobile , Since the XenMobile is linux appliance it is not possible ,

Is it possible to configure internal (sql and internal network )and external (apns )on dns server

All of the internal ip address and hostname can be added on the dns server as an address record . the external url are already public and dont require separate entries on DNS server . However if you are using proxy/firewall the traffic should be open bidirectional for communications. You can check out the following document for the same.

http://docs.citrix.com/en-us/xenmobile/server/system-requirements/ports.html

can we add static route to XenMobile
We can only add static route on Netscaler , this is not possible for XenMobile. Can you please elaborate the exact requirement here so that .

Q: What is XenMobile Server Support?

A: XenMobile Server Support is an online platform that provides a one-stop location where administrators can perform various troubleshooting and instrumentation related tasks. It provides an easy way to collect troubleshooting information. For example, logs, configurations, environment information among other information.

Q: How do I get to the support page on App Controller server?

A: To access XenMobile Server Support page, open a browser and logon to App Controller admin ControlPoint. After you logon, edit the URL in the address bar to replace “main.html” by “support”. Now the URL should look like https://<AppControllerServer>:4443/ControlPoint/support.

Q: In which version of App Controller Support feature is available?

A: Support feature is available from App Controller 9.0 onwards.

Q: What are the browsers and platforms supported?

A: Support feature is supported on latest versions of Firefox, Chrome, Safari, IE10 and IE11. It is tested on Windows and Mac.

Q: What ports needs to be open for the support feature to work?

A: Port 443 for SSL/HTTPS and port 22 for file transfer needs to be open for support feature to work.

Q: I am getting error “Unable to get the details from the server.” for NetScaler Gateway?

A: Ensure correct password for the server is entered in the support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: I am getting error “Failed to authenticate with the App Controller”?

A: Ensure correct password for the App Controller server is entered in the support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: I am getting error “Login Failed: Check XDM credentials or Database server is down.”?

A: Ensure correct password for the XenMobile Device Manager server is entered in the Support page. Passwords are not cached, and it needs to be entered each time the page is refreshed or a new session is started.

Q: How do I exit from the support page?

A: Use the Exit button on the bottom right of the Support page. It will redirect to the ControlPoint Page.

Q: What if I have queries/suggestions regarding Support page?

A: Contact the Citrix Support Personnel for more information.

Servers and Operations

Q: What are the servers supported by the Supportability Framework?

A: Supportability Framework supports App Controller, XenMobile Device Manager, and NetScaler Gateway Server.

Q: How should I add App Controller HA pair in the Support Page?

A: App Controller Cluster deployments are currently not supported. You can provide each cluster node separately to collect respective support bundles.

Q: How should I add XenMobile Device Manager Cluster Setup?

A: You can add any one of the cluster nodes of the XenMobile Device Manager cluster. Operations are performed on all the nodes in the cluster.

Q: Can I add multiple servers for each server type?

A: Yes, you can add multiple servers under each server type.

Q: Do I need to add the servers again in the next session/login?

A: No, all servers added are persistent across sessions. However, passwords are not cached, and it needs to be entered again.

Q: What are the operations supported in the Support Page?

The following operations are supported:

Perform Connectivity Checks
Collect Support Bundles and Download to Client
Collect Support Bundles and Upload to ‘Citrix Insight Services’

Q: Can I perform more than one operation at a time?

A: Yes, you can select all the operations or a combination of operations at a time.

Q: Should all the three servers be in the same deployment of XenMobile Environment?

A: Not Necessary. Any supported XenMobile server which is reachable from the App Controller can be added to the support page.

Connectivity Checks

Q: Where/how are the connectivity checks done?

A: Connectivity checks are initiated and controlled by the App Controller . However, actual Connectivity Checks happen from the NetScaler Gateway/XenMobile Device Manager Server to their associated backend servers.

Q: What does ‘Perform Connectivity Checks’ on NetScaler Gateway do?

A: ‘Perform Connectivity Checks’ on NetScaler Gateway does a reachability check for all the backend servers associated with NetScaler Gateway. The connectivity validation also involves performing server-specific protocol and port validation ensuring the validity of the backend servers.

Q: What does ‘Perform Connectivity Checks’ on XenMobile Device Manager do?

A: ‘Perform Connectivity Checks’ on XenMobile Device Manager does reachability checks for Apple Servers.

Q: I am unable to perform Connectivity Checks on App Controller?

A: Currently, ‘Perform Connectivity Checks’ is not supported on App Controller .

Support Bundles

Q: What information is collected in support bundles?

A: You receive the following information for each server:

XenMobile Device Manager Server Support bundle

Logs
Config files
- Cluster_configuration
- Ew-Config.properties
- Pki.xml
- Log4j
- Push_services
- Oscache
- Server.xml
Information collected as part of helper.jsp
- Patches
- Cluster Info
- Thread Dump
- Thread Dump V2
- Push Service Status (if IOS)
Server details (Windows)
- OS Version
- Number of cores (CPU)
- Memory
- Page file settings
- Interfaces settings (speed, ipv4, ipv6 (enabled)
- Disk space

App Controller Server Support bundle

Audit logs with information for customers to get an overall picture of what is happening in the system
Debug file with information required for DEV during debugging

NetScaler Server Support bundle

NetScaler System information
NetScaler Gateway logs
NetScaler Gateway database information
NetScaler Gateway core information
NetScaler Trace files

Q: Can I collect support bundles for more than one server at a time?

A: Yes, you can collect support bundles for multiple servers of same type/different type at the same time.

Q: Will I download multiple support bundles in this case?

A: No, all support bundles are compressed into one single file.

Q: Where do the support bundles get downloaded?

A: Support bundles get downloaded into the default “downloads” folder set by the browser.

Q: Are the generated support bundles permanently stored on the App Controller server?

A: No. At any point, only the last generated support bundle is present on the App Controller Server. All support bundles are cleaned up periodically, during Logoff, session expiry, or reboot of App Controller.

Citrix Insight Services

Q: What is "Citrix Insight Services" server?

A: Citrix Insight Services (formerly known as TaaS) is an initiative from Citrix focused on making the support of Citrix environment as easy as possible. Citrix has developed tools and online analysis capabilities to help collect environment information, analyze that information and receive tailored recommendations based on Citrix environment and configuration.

Q: What are the credentials to be used for uploading Support Bundles to Citrix Insight Services?

A: You need to use your My Account credentials for uploading Support bundles to Citrix Insight Services.

Q: I do not have a "Citrix Insight Services" account. How do I upload the support bundle?

A: Citrix Insight Services is available to all customers who have signed up for a My Account on Citrix.com. You can contact the “Citrix Insight Services” team or visit https://taas.citrix.com/AutoSupport/ for more details.

Q: I do not have a SR number from "Citrix Insight Services". Can I still upload support bundles?

A: Yes, SR number is an optional parameter while uploading support bundles. However, if a case is already open with Citrix, and you have an SR number, the support bundles uploaded with SR number, would directly be linked with the case.

Issue/Introduction

This article provides information on the frequently asked questions on XenMobile Server Support.

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