On March 18, 2020 we had a service disruption with Citrix Insight Services (CIS) platform which hosted the customer portal at cis.citrix.com, along with Call home, CEIP and few other services. Over the last few days, we have been in the process of bringing up most of the affected services and also provided alternate upload instructions for support bundles (see section below). 

As we provided an alternative means of upload for the support bundles, our initial assessment was that the portal at cis.citrix.com was no longer needed and hence we communicated on April 9, 2020 that this portal will be retired. Subsequently, based on your feedback, we are planning to bring the CIS portal back along with the self service diagnostic capability. 

At this time, restoration of CIS services is complete. The CIS team continues to collect and address feedback on outstanding issues.

Uploading through the Citrix Case Portal

In addition to uploading through the Citrix Insight Services (CIS) portal, customers can upload diagnostic files, screenshots, logs, etc. to a case using the portal at https://support.citrix.com/case/manage.

To upload a file:
1. Log in to the portal at https://support.citrix.com/case/manage 
2. Select the case you’d like to add a file to
3. Click Browse in the “Accelerate your case” section

4. Select the file to upload

5. If you have not accepted the EULA previously, you must do so before the file will upload

Citrix Support engineers will then have access to your file for analysis.