This article illustrates the log collection process on ADC MPX/VPX/SDX with common scenario. 

Contents

1. 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!
2. Information Collection for Typical Scenario
   1. ADC crash
   2. ADC hang
   3. ADC Hardware Error(MPX/SDX)
   4. Citrix Gateway (ICA proxy)
   5. Citrix Gateway (SSLVPN)
3. Information Collection Procedure
   1. ADC Serial Number
   2. ADC Version/HA
   3. ADC MPX/VDX show techsupport
   4. ADC ns.conf
   5. ADC SDX
   6. ADM
   7. ADC Nstrace
   8. iOS/Android/Windows receiver/workspace Log Collection
   9. TAAS/CIS
   Appendix
   1. Remote Helpdesk Tool Download Link
   2. Remote Troubleshooting Tool Download Link

   3. 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 here
      	2) ADC Power Supply:   -  Check whether ADC power supply red light is on, take a picture.   -  ADC  show techsupport
      	3) NetScaler Hard Disk:   -  ADC show techsupport   -  Run the following script:
      	4) ADC LCD:   -  Take a picture of LCD
      	2.4 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/CTX114999
      	2) 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 More information: https://support.citrix.com/article/CTX207162
      	3) 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.html
      	2.4 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/CTX138155
      3.	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/CTX127900
      	3.4 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 here
      	3.6 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 WinSCP
      	3.9 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
      	4.2  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