This article describes how to collect useful data when troubleshooting licensing problems associated with the Citrix License Server v11.6.1 Build 10007 and later. 

Requirements

Basic understanding and overview of the Citrix Licensing architecture as detailed in the Citrix eDocs.
Note: It is sometimes necessary to monitor license check-ins and checkouts to troubleshoot licensing issues. The logging of check-ins and checkouts is disabled by default. If Technical Support has instructed, edit the Citrix.opt file located in the C:\Program Files\Citrix\Licensing\MyFiles or C:\Program Files (x86)\Citrix\Licensing\MyFiles folder and add a pound sign (#) to the NOLOG OUT and NOLOG IN statements as:

#NOLOG OUT

#NOLOG IN

Save the file.

Background

It is necessary to collect the following data to troubleshoot issues, which might occur in the Citrix Licensing process:

• Citrix License Server
  License Server Logs
  Microsoft Application and System Event Logs
  Currently running processes
  Current port communication
• XenApp Servers
  Licensing related Event IDs
  Microsoft Application and System Event Logs
  MPS-WSXICA_MPS-WSXICA.INI
  CDF Trace

---

Instructions

Setting the Vendor Daemon log (CITRIX.log) from being overwritten

Complete the following procedure to set the Vendor Daemon log (CITRIX.log) from being overwritten:

1. Start License Administration Console (LAC) from the License Server.

2. Click Administration.

3. Provide administrator username and password.

4. Activate the Vendor Daemon Configuration tab at the bottom left of the LAC.

5. Click Vendor Daemon Log.

6. Clear the Overwrite Vendor Daemon Log option.

7. Click Save.

8. Save copies of all logs from the C:\Program Files\Licensing\LS\Logs folder on an x86 server or C:\Program Files (x86)\Files\Licensing\LS\Logs folder on an x64 server.

9. Restart the Citrix Licensing service.

Citrix License Server

Complete the following procedure to gather information in Citrix License Server:

1. License Server Logs – Save the following logs from the C:\Program Files\Licensing\LS\Logs folder on an x86 server or C:\Program Files (x86)\Citrix\Licensing\LS\Logs folder on an x64 server:
   access.log
   CITRIX.log
   lmadmin.log
   web.log

2. Save full Application and System Event Logs in CSV format.

3. Run the following command at the command prompt to record the currently active processes in a text file:
   tasklist /SVC > process.txt

4. Run the following command at the command prompt to record the current port information in a text file:
   netstat –a > netstat.txt

Note: Alternatively, LSQuery, the License Server Data Collection Tool can be run on the Citrix License Server to obtain the information requested for the preceding items.

XenApp Servers

Complete the following procedure to gather information in XenApp Servers:

Compress all the logs, text files, and CDF Trace files collected in the preceding steps and send to Citrix Technical Support upon their request for analysis.

1. Run EventCombMT across all of the XenApp Servers to record Event IDs 9014, 9015, 9017, 9018, 9019, 9026, and 9027 with Event Types Error, Warning, and Informational in the System Log. EventCombMT is available for download from Microsoft.

   

2. Save full Application and System Event Logs in CSV format.

3. Copy MPS-WSXICA_MPS-WSXICA.INI from C:\Program Files (x86)\Citrix\system32\cache\ from each XenApp Server suspected of having a licensing issue.

4. To collect a CDF Trace from the XenApp Servers suspected of having a licensing issue, complete the following procedure:

   1. Start CDFControl on the XenApp server.

   2. Select the Licensing module from the list of options for Trace Categories.

   3. Click Start Tracing.

   4. From a client device, attempt to start an application published on the XenApp Server suspected of having a licensing issue. (Note any pop-up errors on the client.)

   5. From CDFControl running on the XenApp Server, click Stop Tracing and collect the CDFLogFile.etl file located in the folder where CDFControl.exe resides.

5. Compress all the logs, text files, and CDF Trace files collected in the preceding steps and send to Citrix Technical Support upon their request for analysis.

This article describes how to collect useful data when troubleshooting licensing problems associated with Citrix License Server v11.6.1 Build 10007 and later.