Instructions

Check Windows Services

The first step in diagnosing any issues with Cloud Connector installation is to evaluate the health of the connector machine. 

·         Login to the Connector machine as administrator.

·         Run Services.msc from either the Start Menu or from a Command Prompt.

·         The following Citrix services are required to be in Started state for the Cloud Connector’s communications with the Citrix Cloud.

Solutions

·         Try to manually start any stopped services and see if that solves the issue.

·         If services are unable to start, review the logs (discussed later) and event view for clues.

·         If the services are not listed, the install likely did not complete properly.

·         This may require an uninstall, reboot and reinstall of the controller software.

 
Connectivity Test

·         It is important that the Connector meet the proper connectivity requirements prior to installation.

Tools

·       To troubleshoot connectivity issues quickly, run the Cloud Connector Connectivity Check Utility to verify the Machine has the required connectivity.

·         Investigate and resolve any proxy or firewall errors.

Advanced Logging

·         Enable Additional Debug Logging for Proxy Events on Citrix Cloud Connector

Solutions
 

• Make sure the proxy and firewalls are configured properly
• How Do I Configure Cloud Connector to Support a Web Proxy
• How To Set Up a Proxy Server for Citrix Cloud Connector
•  How to Enable Additional Debug Logging for Proxy Events on Citrix Cloud Connector

Event messages
 

• Event messages are available in the Windows Application Event viewer on the Cloud Connector machine.
• All Citrix Services report messages to the event viewer.

·         Locate any relevant errors that coincide with the time of the install failure.

Event messages

Event messages are available in the Windows Event viewer on the Cloud Connector machine.

·         The Windows event logs that the Cloud Connector generates are in the following documents:

·         Connector Agent Provider [XML format]

·         Connector AgentWatchDog Provider [XML format]

Connector Installation Logs

·         Recent installation logs are located here:

%LOCALAPPDATA%\Temp\CitrixLogs\CloudServicesSetup.

·         Additionally, historical install logs are added to:

 %ProgramData%\Citrix\WorkspaceCloud\InstallLogs

·         Search the text files for errors or exceptions.

·         Look for key points of interest, like where packages are installed successfully, or communications are being tested.

·         Look for any errors that might be related to the exact time of the install failure.

·         Common Exit codes

·         1603 - An unexpected error occurred.

·         2 - A prerequisite check failed.

·         0 - Installation completed successfully.

Solutions

·         Make sure the installation pre-requisites are met.

·         Make sure the Windows systems are in good health and fully updated.

·         Reboot the machine prior to running the install.

Connector logs

·         By default, event logs are located in this directory of the machine hosting the Cloud Connector:

C:\ProgramData\Citrix\WorkspaceCloud\Logs

·         The plugins folder contains many logs that coincide with the Citrix Windows Services.

C:\ProgramData\Citrix\WorkspaceCloud\Logs\Plugins

·         Browse these logs if a specific service is failing to start.

Solutions

·         Make sure the installation pre-requisites are met.

·         Make sure the Windows systems are in good health and fully updated.

·         Reboot the machine prior to running the install.