This article describes how to troubleshoot maintenance upgrade failures on Citrix Cloud Connector for Windows.

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

• It is important that the Connector meets the proper connectivity requirements prior to installation.
• To troubleshoot connectivity issues quickly, run the Cloud Connector Connectivity Check Utility to verify the Machine has the required connectivity.
• If a proxy is in use, enable additional Debug Logging for proxy events on the Citrix Cloud Connector
• Investigate and resolve any proxy or firewall errors.

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 Event viewer on the Cloud Connector machine.
• All Citrix Services report messages to the event viewer.
• The Windows event logs that the Cloud Connector generates are in the following documents:
  • Connector Agent Provider [XML format]
  • Connector AgentWatchDog Provider [XML format]
•  Locate any relevant errors that coincide with the time of the install failure.

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.

View these CTX Articles

• How to Update an Outdated Cloud Connector

• Citrix Cloud Connector Upgrade Waiting on .NET 4.7.2 Prerequisite