Instructions

CDF logs are used for troubleshooting purposes within the Citrix software(s). Citrix Support will use the CDF traces to identify issues with Application/Desktop brokering, user authentication, Virtual Delivery Agent (VDA) registration, and a plethora of other items. Following the below actions will ensure that the best Connector data is being captured, and will be helpful to any issue experienced with the Citrix Environment.
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• Note 1: Logs will need to be captured on ALL relevant Connector machines.
• Note 2: To ensure that a full spectrum of data is being captured, Citrix recommends using the VDA-related CDF Capturing tool CDFControl on the VDA Machine: https://support.citrix.com/article/CTX111961

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1. Recreate the issue being pursued
   1. If brokering/launch related, then recreate the launch failure before moving to the next step(s).
   2. If VDA registration is being pursued, then recreate the VDA registration attempt by manually restarting the Citrix Desktop Service on the VDA Machine before moving to the next step(s).
2. RDP into the Citrix Cloud Connector Virtual Machines using a Domain or Local Administrator Account
3. Open the File Explorer on the Connector machine
4. Navigate to c:\logs\
   
   

5. Run Flush CDF
    

6. An icon will briefly appear on the Taskbar of the Connector machine and will quickly disappear

7. Navigate to C:\logs\CDF
    

8. Identify the most recent folder ending in !--FLUSH--!
    

9. Perform the aforementioned steps on every relevant Citrix Cloud Connector in the Zone/Resource Location and zip all Citrix Cloud Connector flush traces together into a single ZIP folder.
    
10. Navigate to the Citrix Insight Services portal in order to upload the data to an existing Support case and authenticate into the portal by using the Citrix.com credentials
     

11. Select Diagnostics located at the top-right of the Citrix Insight Services webpage
     

12. Select Tools at the top-right of the Citrix Insight Services webpage, and then select Upload Data:
     

13. Place in the Citrix Case Number of the existing Support case
    1. Do not forget to put in the Citrix Support Case number of an existing ticket this data is being captured for. Uploads without a case number attached will not be reviewed by a Citrix Support Technician.
    2. A description is not needed.
       
       
14. Select Upload Data
     
15. Navigate to the ZIP folder containing ALL of the CDF Flush data captured on the Connectors and finish the upload
    1. If not zipped together, each individual Conenctor Flush will have to be attached one at a time.
        
16. Once the data has finished processing on the Citrix Insight Services portal, the data will be attached to the Support case
    1. This can take upwards to 24 hours, depending on the size of the files.