Citrix ADC Logs Collection Guide

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Article ID: CTX227560

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Description

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
       
      1. For ADC MPX/SDX, confirm serial number, for ADC VPX, confirm the ORG ID.
      2. ADC detail version, such as NS 13.0 build 47.24.
      3. ADC deployment, standalone or HA.
      4. 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.)
      5. Is there change on ADC and environment before the issue takes place?
      6. When does the issue happen first? (Attach the screenshot/video of error message if possible.)
      7. 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
         image.png
        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:
            image.png
        
            image.png
       
            image.png
            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:
           image.png
        4) ADC LCD:
        -  Take a picture of LCD
        2.4 Citrix Gateway (ICA proxy)
      1) Citrix Gateway Authentication Fail
      image.png
      Information Collection:
      -  ADC show techsupport
      -  Citrix Gateway aaad.debug. Run the following command and save the output:
      image.png
      More information:
      http://support.citrix.com/article/CTX114999
        2) Citrix Gateway Cannot Enumerate Application List, Error ”Cannot complete request.” or Redirecting to Blank Page:
      image.png
      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
      image.png
      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 NSIP check Serial no in Harware information, it’s 10 bits strings with number and alphabet.
      image.png
      2) CLI
      SSH to ADC with putty, execute “show hardware”:
      image.png
      3) Stamp on ADC Hardware backplane
      image.png
        3.2 ADC Version/HA
        1) Web GUI
      Access NSIP check version and node HA status
      image.png
      2) CLI
      SSH to ADC with putty, execute ”show version”
      image.png
      execute ”show ha node”
       
        3.3 ADC MPX/VPX show techsupport
        1) Web GUI
      image.png
      image.png
       
      2) CLI
      image.png
      More information:
      http://support.citrix.com/article/CTX127900
        3.4 ADC ns.conf
        1) WebGUI
       image.png
      image.png
      2) WinSCP
      Save config first:
      image.png
      Get ns.conf with WinSCP:
      image.png
       
        3.5 ADC SDX
        1) For VPX on SDX show techsupport, refer 3.3
      2) For SVM and XenServer bundle:
      image.png
      Choose Management Service and XenServer:
      image.png
      3) CLI
      image.png
      image.png
      image.png
      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:
      image.png
       
        3.8 ADC Nstrace
        1)  WebGUI
      image.png

      Note: Set Packet Size to 0, and add expression filer if necessary, click ok.
      image.png
      2)  CLI
      Start nstrace:
      image.png
      Stop nstrace:
      image.png
      If filtering the IP address of 192.168.1.1:
      image.png
      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:
      -  Login with Citrix account:
      image.png
      -  Click Diagnosis
      image.png
      -  Upload data
      image.png
      -  Input case number and upload file
      image.png
       
      4. Appendix
        4.1 Remote Helpdesk Tool Download Link
        1)  AnyDesk

      2)  Teamviewer
      http://www.teamviewer.com/zhcn/download/windows/
      3)  GoToMeeting
        4.2  Remote Troubleshooting Tool Download Link
        1)  Putty

      2)  WinSCP
      https://winscp.net/eng/download.php
      3)  WireShark
      https://www.wireshark.org/download.html

Issue/Introduction

This article provides guidance on collecting diagnostic logs and troubleshooting information for Citrix ADC MPX, VPX, and SDX appliances. It covers common scenarios such as crashes, hangs, hardware issues, gateway problems, and outlines the procedures and tools required for effective issue diagnosis and support.

Additional Information

How to Generate Tech support bundle for Citrix ADM from CLI

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