NetScaler MAS Analytics Insight is working but some user sessions or data is not captured.

Complete the following steps to troubleshoot this issue:

1. Citrix ADM version 12.1 build 49.37 and above has self-service diagnostics for Analytics which is used to identify the license and configuration issues on the managed instances which could lead to no data being captured. The self-service diagnostics helps you to identify and troubleshoot the issues faster. For more information refer to Citrix Documentation - Self-service diagnostics for Analytics .

2. There could be some parsing issue for that session and it can be validated by checking for following message: “System detected ICA Sessions do not support logging”.

3. This issue is seen for unsupported XenApp/XenDesktop versions.

4. This issue is seen for unsupported version of Receiver or Receiver type. Refer to Citrix Documentation - System Requirements .

5. While uncompressing ICA data, parser might have encountered an issue.

6. Issue while parsing ICA Handshake.

7. Unable to identify channel header.

Citrix Documentation - NetScaler MAS Analytics
CTX215130 - HDX Insight Diagnostics and Troubleshooting Guide