How to collect logs for Citrix Workspace App for Windows

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Article ID: CTX286820

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Updated On:

Description

This article is intended for Citrix administrators and technical teams only.Non-admin users must contact their company’s Help Desk/IT support team and can refer to CTX297149 for more information

This article describes the steps for collecting logs and key data from Citrix Workspace app for Windows. This is applicable for Citrix Workspace app for Windows. The logs and data collected can be used by administrators to identify and troubleshoot configuration issues. The logs and data collected enable Citrix Technical Support to diagnose and troubleshoot cases. This mechanism replaces the Receiver Diagnostic tool.

Pre-Requisites

The log collection mechanism described in this article is supported with Citrix Workspace app version 2012 and higher.
CDF tracing is only supported with administrative rights. User must provide administrator credentials or accept UAC prompt when requesting CDF tracing.　

Note: If group policy "Automatically deny elevation requests" is selected for "Behavior of the elevation prompt for standard users",
prompt is not displayed and denied. Therefore, CDF tracing is not collected even though it looks as if log collection is proceeding.
Please make sure the above policy is not set or change it to "Prompt for credentials (default)".

Instructions

Right click on the Citrix Workspace App icon located in the Windows system tray. Navigate to Troubleshooting and click on ‘Collect logs’.

2. The ‘Collect Log’ dialog is launched. Set the desired log level. Log level ‘Verbose’ captures more
detailed logs. Click on ‘Start collecting logs’ once you are ready to reproduce the issue.

The below dialog appears. Log collection is now in progress. Proceed to reproduce the issue with Workspace app for Windows. Once you have successfully reproduced the issue, click on ’Stop collecting logs’.