Citrix License Telemetry FAQ

Citrix License Telemetry FAQ

book

Article ID: CTX477614

calendar_today

Updated On:

Description

General License Telemetry Questions

What was announced?

In mid-November 2024, Cloud Software Group made changes regarding license telemetry for on-premises (customer-managed) environments which use the Citrix License Server:

  • Starting with License Server 11.17.2 Build 40000, the on-premises (customer-managed) License Server software started requiring the collection of limited license telemetry data to Citrix for license compliance.

  • Cloud Software Group had previously announced in mid-October 2022 that it requires Citrix customers to transition to License Server Version 11.17.2 Build 40000 or newer by March 31, 2023, and subsequent new License Server versions within 6 months of the release of each new Version. License Server license collection and reporting (automated or manual) must be active for License Server Version 11.17.2 Build 40000 and beyond. Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow automated license reporting. For a detailed explanation of the license telemetry functionality and the limited data being collected, see the License Server product documentation.                       

In mid-June 2024 Cloud Software Group announced the launch of NetScaler telemetry program under the existing Citrix license data collection programs.

  • The NetScaler telemetry program is a mandatory data collection program that enables you to automatically or manually upload the required license and feature usage data to remain compliant with the NetScaler telemetry program. Citrix collects basic license telemetry data and NetScaler deployment and feature usage telemetry data for its legitimate interests, including license compliance. NetScaler Console configuration and feature usage data is also collected to manage, measure and improve Citrix products and services. If you are an existing NetScaler Console customer, you must also comply with the NetScaler telemetry program.

  • Citrix requires that you transition to the most recent NetScaler Console on-prem build (14.1-25.53 or later or 13.1-53.22 or later) within 3 months starting from 18th June 2024. After upgrading to the above-mentioned NetScaler Console build, one of the telemetry collection modes (automatic or manual) must be chosen and utilized. Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow automatic telemetry reporting.
    For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected,  see NetScaler telemetry program for NetScaler Console on-prem

  • NetScaler telemetry program is enabled automatically on NetScaler Console service starting from NetScaler Console service release 14.1-28.33 build.
    For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected, see NetScaler telemetry program for NetScaler Console service

What is changing with license telemetry?

With this change, Cloud Software Group is aligning the reporting of license telemetry data for on-prem products with the standard reporting provided in cloud services where the data is automatically collected and enforced as a part of service delivery.

  • Cloud Software Group now requires license telemetry reporting for those on-prem (customer-managed) products that leverage Citrix License Server.

  • CSS program terms specifically require license telemetry reporting (either automated or manual).

License telemetry reporting for on-prem products is limited to the license telemetry data necessary to confirm customer license compliance.

As part of the NetScaler telemetry program, all NetScaler Console on-prem customers need to upgrade to the most recent NetScaler Console on-prem build (14.1-25.53 or later or 13.1-53.22 or later) within 3 months starting from 18th June 2024 and send telemetry data to Citrix.
NetScaler telemetry program is enabled automatically on NetScaler Console service starting from NetScaler Console service release 14.1-28.33 build.

Why is Cloud Software Group enforcing license telemetry?

Cloud Software Group is collecting license telemetry data for its legitimate business interests, including license compliance.

Which products will support or require license telemetry?

All Citrix products and services will support license telemetry. The license telemetry changes will affect all products that use the Citrix License Server and all customers that use NetScaler Console.

Customer Impact & Expectations

Which customers will be impacted and what is the expected impact?

  • Automated license telemetry reporting will be required for all customers except those with non-standard terms not encompassing the requirement.  

  • Customers who have blocked automated license telemetry payload traffic on their firewall will need to update their rules to allow for such traffic or submit regular, manual reporting uploads of telemetry data.

What are the consequences of not enabling license telemetry?

Enabling license telemetry is a requirement for receiving product support as stated in our  Support Guide. Further details on this License Compliance requirement are also found in the Support Program Terms as well as the Citrix Licensing  product documentation.

For NetScaler telemetry Compliance program:

As part of NetScaler telemetry program, all NetScaler Console on-prem customers need to upgrade to the most recent NetScaler Console on-prem build (14.1-25.53 or later or 13.1-53.22 or later) within 3 months starting from 18th June 2024 and send telemetry data to Citrix. After upgrading to the above-mentioned NetScaler Console build, one of the telemetry collection modes (automatic or manual) must be chosen and utilized . Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow automatic telemetry reporting.
 If you opt for manual telemetry mode, the first upload must be completed within 30 days, latest by 18th October 2024 and thereafter the manual telemetry upload must be done every 90 days, for your NetScaler Console on-prem to be compliant with the NetScaler telemetry program.
 For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected, see the NetScaler telemetry program for NetScaler Console on-prem
NetScaler telemetry program is enabled automatically on NetScaler Console service starting from NetScaler Console service release 14.1-28.33 build.
 For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected, see the NetScaler telemetry program for NetScaler Console service
To remain compliant, the number of days since the last successful upload must not be greater than 90 days.
 Citrix may suspend or terminate your Citrix Support for non-compliance with these requirements without liability in addition to any other remedies Citrix may have at law or equity. These requirements do not apply to the extent prohibited by law or regulation.

What is “Manual Reporting?”

For customers who cannot report licenses automatically due to being in isolated network environments, etc., a process is available for the customer to manually collect and upload the license telemetry data on a regular basis.

If you are using the NetScaler Console on-prem, please refer to this document to switch to manual mode for telemetry collection and ensure compliance with the NetScaler telemetry program.




What will customers be required to do to comply with license telemetry requirements?

Customers will need to:

  • Leave the license telemetry reporting functionality in License Server unchanged, or manually report data to Citrix.  Only customers not subject to the automated reporting requirement or otherwise granted an exception may turn it off after License Server installation.

  • Upgrade to License Server 11.17.2 or later by March 31, 2023

  • Confirm (and adjust as needed) that their network configuration provides the License Server with an internet connection and has firewalls configured to enable the payload uploads.

  • Stay current with License Server updates in the future, including upgrading License Servers within 6 months of new releases.

NetScaler Console customers will need to:

  • Allow the auto-enabled NetScaler telemetry reporting functionality in NetScaler Console, or manually upload the required telemetry data report to Citrix on an ongoing basis.

  • Upgrade to NetScaler Console build (14.1-25.53 or later or 13.1-53.22 or later) within 3 months starting from 18th June 2024 and send telemetry data to Citrix.

  • Confirm (and adjust as needed) that their network configuration provides the NetScaler Console with an internet connection and has firewalls configured to enable the payload uploads.

What expectations will we have for partners?

Partners play a key role in Citrix product deployments. As we require license telemetry, partners will be expected to:

  • Train and enable their customers on the new requirements.

  • Follow Cloud Software Group’s recommended practices on the deployment of the new License Server to ensure uploads are enabled.

  • Follow Cloud Software Group’s recommended practices on the upgrade to the required NetScaler Console deployment to ensure uploads are enabled.

  • Work with Cloud Software Group on addressing license usage beyond purchased entitlements.

How do we address privacy requirements & compliance?

License telemetry data reporting is very limited in nature, and only involves the collection of the telemetry data necessary for our legitimate business interests, including license compliance. This process has been designed to conform to the requirements of the European Union General Data Protection Regulation as well as other applicable global data protection laws.  Customers may review more information about license telemetry reporting, including the specific data elements collected for this purpose, in the product documentation.  Customers seeking an exception to these reporting requirements based on unique business needs will be able to apply for an exception.  These will be granted on a very limited basis.

What are different telemetry compliance status shown on Citrix support portal?


Based on the license server telemetry data that is sent to Citrix, customers can fall into one of these status’

  • Compliant  - Customer is sending telemetry from all allocated license servers in the last 90 days.
  • Partially Compliant - Customer is not sending telemetry from some allocated license servers (there are license servers that need to turn on telemetry).
  • Non-Compliant - Customer is NOT sending license server telemetry  (none of the allocated license servers have telemetry turned on)

Based on the status, customer’s support experience will be impacted.


How long does it take to change the status from non-compliant to partial or compliant ?


It takes approximately 24 hours before the status is updated in our systems.
For example: A non-compliant customer turns on telemetry for all the allocated license servers it would take 24 hours before their status is updated.

Resources

Firewall requirements

Retrieve a list of license servers

How to clean up / return allocations?

Running the latest license server 

 

License Server backup / DR setup

 

NetScaler telemetry program

  • For NetScaler Console Service:

  • For NetScaler Console on-prem:



Issue/Introduction

.

Additional Information

Powered by Wolken Software