NOTE: These steps apply to AL prior to 2204. See CTX463786 for the new interface steps


You can export logs for your Citrix Enterprise Layer Manager (ELM), and send them to the Citrix Support.

This article explains what log files are available for export, and which log files are useful for what kinds of issues. It then explains how to export each of the logs.

Citrix ELM log files are text files that contain useful information for Citrix Support when helping you to resolve an application layering issue. The exported logs are stripped of any passwords and encryption keys, so none of your credentials can be compromised.

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Instructions

What log files are exported?

Each export includes the logs for the Citrix ELM. The Database Crash Dump file export is optional. When you export logs, the Citrix software creates a gzipped tar file (.tgz) containing the log files. A task with the URL for each tar file appears in the Task bar.
 

Virtual Machine	Exported files
Citrix Enterprise Layer Manager (ELM)	The gzipped tar file (.tgz) with: - Management Services logs - Layering Services logs - Crash Dump files (optional)

To view the log files, download them and extract them using a file compression utility such as the WinZip® product.

Before you start

Before you can…	You must...
Send logs to Citrix Support	Have an open Support Case. Create a Support Case explaining the issue you're seeing.
Send email notices	Specify your email server in the System > Settings and Configuration > Notifications Settings box.
Export logs	Make sure the Log File Retention Settings are configured to keep the logs you need for the length of time you need.

When configuring an export, you can choose to send a copy of the logs to yourself or others who need access to the logs via email or download them locally.

1. In the Citrix Layering Management Console, select System > Manage Appliance and click Export Logs. The Export Logs Wizard opens to the Send Options tab.


2. If you want to send the files to yourself or others who need access to the logs, select the Email check box and type the addresses in the Recipients field. (Use a comma (,) or semi-colon (;) between addresses.)
Note: This field is only active if you've configured an email Notification in the System > Settings and Configuration > Notifications Settings box.


3. In the Log Selection tab, the Citrix Enterprise Layer Manager Logs option is selected by default. If you need to include the Crash Dump files, mark the check box to include those.


4. In the Confirm and Complete tab, click Export Logs to start the export process. The software locates the log files and exports them to a gzipped archive file (*.tgz) on the appliance.


5. Go to the Tasks panel and click on the information button for the log export task.


6. Click the download link to download the .tgz file.

 
7. Browse to cis.citrix.com, log in and select Upload Data under the Tools tab. 


8. Enter your support case number and Description (optional) and click on Upload File.


9. Browse to the .tgz file and upload it.

How to Upload Data to Citrix Insight Services (CIS) - https://support.citrix.com/article/CTX136396