Citrix CloudGateway 2.5 Technical Overview and Troubleshooting

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This is part of the Citrix Support Secrets Webinar Series.

CloudGateway is an enterprise mobility management solution that securely delivers mobile, web and Windows apps and data. This webinar will cover an overview of the features in CloudGateway 2.5, different options for deploying CloudGateway and troubleshooting. Join this webinar to learn about CloudGateway.

What you will learn:
- What is CloudGateway
- What’s new on CloudGateway 2.5
- Deployment scenarios
- Troubleshooting

This webinar took place on January 24th 2013, recording here
https://www1.gotomeeting.com/register/683430680

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  • CloudGateway is not a product. It is composed of four main components:Citrix ReceiverCitrix Access GatewayCitrix StoreFrontCitrix AppController
  • CloudGateway Enterprise uses User-based licensed. For more information check here - http://www.citrix.com/products/cloudgateway/how-it-works/licensing.html
  • Simple typical topology with a pair of NetScalers in HA mode, connecting to a StoreFront Server Group and the StoreFront members could be connecting to a back-end XenApp/XenDesktop infrastructure for apps/desktops, SQL database for app subscription information and AppController device(s) for Web/SaaS apps.Note: From the scalability standpoint, there is no hard-code limitation on the number of servers that can be members of a Server Group in StoreFront.
  • New UI layout with tabs for settings, the dashboard, and workflows for easier navigation.Added section: DevicesMore granular display options for app types
  • The settings page looks pretty much the same. The quick links have moved from the right to the left, which causes the effect that the scroll bar will only move the top two thirds of the column.
  • This operation will internally execute 3 steps:Take snapshot of the current system configurationExport file to admin’s local system configurationDelete previous snapshot This will assure that there are only two snapshots at the system at any given time. The original ‘master one’ used for initialization and the current one. The snapshot export is a .bin file saved on the local computer. Naming convention of file: version.build_<date yyyymmdd>T<time hhmmss>Z.bine.g. 2.5.0.49000_20121214T140422Z.binIf version of snapshot is not present on system, the import will be rejected. No migration is possible i.e. software version has to be uploaded manually before a snapshot of that software version can be imported.Once imported, snapshot will be activated immediately. In other words importing snapshot will:Import the snapshot to the systemValidate integrity and install itActivate the snapshotDelete previous snapshotAdmin can choose to upgrade system from one release to another. In case of the upgrade system will:take current snapshotupgrade snapshot to the new release using internal upgrade rulesreboot (admin asked to confirm reboot)
  • SCP/FTP import options are NOT available from the UIHA consideration:Snapshots and software releases are not part of a the DB and therefore not synchronized across nodes
  • Separate table in DB maintains list of e-mail addresses to be sent the CR fileEntries will be deleted once the e-mail is sentNew users: after a sync with AD the list will be processes and added to the DB (users must have e-mail address associated with their AD account)E-mail content does not currently support HTML
  • Click 1 is AuthManager functionality in receiver.Click 2 Is receiver establishing a Clientless access to the AGEE VserverClick 3 Is the request being sent to the AGEE VServer (via Auth Manager).
  • add policy patsetStorefront_cookiesbind policy patsetStorefront_cookiesASP.Net_SessionIdbind policy patsetStorefront_cookiesCtxsPluginAssistantStatebind policy patsetStorefront_cookiesCtxsAuthIdbind policy patsetStorefront_cookiesCsrfToken
  • add vpnclientlessAccessProfile ns_cvpn_default_profile_cg2.5set vpnclientlessAccessProfile ns_cvpn_default_profile_cg2.5 -URLRewritePolicyLabelns_cvpn_default_url_label -ClientConsumedCookiesStorefront_cookiesadd vpnclientlessAccessPolicy ns_cvpn_default_policy_cg2.5 true ns_cvpn_default_profile_cg2.5
  • Sample configuration via CLI:add vpnsessionAction Receivers-Prof -dnsVserverName DNS-Vserver -splitTunnel ON -transparentInterception ON -defaultAuthorizationAction ALLOW -SSO ON -icaProxy OFF -wihome "http://192.168.10.55/Citrix/Storeweb" -wiPortalMode NORMAL -ClientChoices OFF -ntDomain training -clientlessVpnMode ON -clientlessModeUrlEncoding TRANSPARENT -clientlessPersistentCookie ALLOW -SecureBrowse ENABLED -storefronturl "https://receiverstorefront.training.lab/Citrix/Roaming/Accounts“add vpnsessionAction VPN-Prof -dnsVserverName DNS-Vserver -splitTunnel OFF -transparentInterception ON -defaultAuthorizationAction ALLOW -SSO ON -icaProxy OFF -wihome "https://receiverstorefront.training.lab/" -wiPortalMode NORMAL -ClientChoices OFF -ntDomain training -clientlessVpnMode OFF -clientlessModeUrlEncoding TRANSPARENT -clientlessPersistentCookie ALLOW -SecureBrowse ENABLED -storefronturl "https://receiverstorefront.training.lab/Citrix/Roaming/Accounts"add vpnsessionPolicyreceivers_pol "REQ.HTTP.HEADER User-Agent CONTAINS CitrixReceiver && REQ.HTTP.HEADER X-Citrix-Gateway EXISTS" Receivers-Profadd vpnsessionPolicy VPN-Pol "REQ.HTTP.HEADER User-Agent NOTCONTAINS CitrixReceiver && REQ.HTTP.HEADER Referrer NOTEXISTS" VPN-Prof
  • Important services available on StoreFront Services based on Deployment Option
  • At Citrix Services - we’re Citrix consultants, teachers and support engineers and we’re all about one thing: making sure you succeed.With our help, you’ll deploy high-performance, robust virtualization and networking projects, faster – with dramatically lower risk and higher return.The best Citrix architects and administrators are the ones who never stop learning – and Citrix Education is here to help you learn those skills.Citrix Consulting gives you direct access to our most experienced virtualization and networking experts.When it’s complex; when it’s mission-critical; when it’s big; That’s when Citrix consultants can really help.On your virtualization journey, you’ll want always-on support from people who really care about your success.There’s no better insurance for your Citrix investment than with Citrix Support.
  • Secrets of the Citrix Support Ninjas is a FREE eBook available next week.The eBook contains 40 insider troubleshooting tips for administrators.So the purpose of the eBook is to help administrators like you keep your Citrix deployments on track.We’ve collected some of their best tips and tricks for running robust Citrix environments and packaged them up into a free eBook.In it, you’ll discover some of the little-known tricks that our own support people use every day to tune, tweak, troubleshoot and test Citrix solutions. You may know a few of these tips. But you probably don’t know them all.And – you never know – you might discover just one that will change your life as an administrator.Let me give you a sneak peak now.
  • Now lets look at some of the options available from Citrix Support.Citrix Hardware SupportAlso known as appliance maintenance, provides technical support from our experts, which can help you diagnose and resolve issues encountered with your appliance.Some of the key benefits are listed on the slide, most notably the unlimited incidents you can open. This offering is available to our hardware products – NetScaler, Branch Repeater and Access Gateway.Also as part of this offering you are entitled to software updates and bug fixes as well as RMA replacement.Its important to note that with access to the latest software upgrades and replacement of malfunctioning appliances help to minimize downtime at your organization.Citrix Software SupportAlso known as software maintenance, combines 24x7x365 unlimited support with product version upgrades.Products covered are listed on the slide.With both of these offerings you can Add- On: Technical Relationship Management (TRM). I’ll cover TRM in more detail on the next slide.I’ll be sending an email to all registered attendees of this webinar with further details around our Services offerings and oppurtunites to learn more.
  • Premier SupportCitrix Premier Support provides 24x7x365 unlimited-incidents worldwide support for Citrix software products covered by Subscription Advantage. Products covered are: XenApp, XenDesktop, XenServer, NetScaler VPX, Branch Repeater VPX, Access Gateway VPX and Universal Licenses, EdgeSight,Provisioning Server and Application Streaming for DesktopsThis offering is available to all GEOs with our reps providing support in 9 languagesPremier Support customers are also invited along to Citrix TechEdge event at Synergy. This is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held twice annually, once each during Citrix Synergy US and Citrix Synergy EuropeTRMWith any of the previous support offerings we discussed, you can add on a TRM – Technical Relationship Manager.This will offer your business a designated, highly trained single point of contact. The TRM has extensive experience delivering Citrix solutions and is equipped to troubleshoot and resolve complex issues quickly. Our goal is to minimize downtime exposure in your business through proactive advice and by managing support requests through a designated contactMostly importantly the TRM is intimately familiar with your Citrix infrastructure, like a virtual member of your team.As mentioned already I’ll be sending an email to all registered attendees of this webinar with further details around our Services offerings and oppurtunites to learn more.
  • Citrix CloudGateway 2.5 Technical Overview and Troubleshooting

    1. 1. CloudGateway 2.5 Enterprise TMUnified storefront for apps, data and servicesAdolfo MontoyaSr. Support Readiness SpecialistJanuary, 2013
    2. 2. Agenda• What is CloudGateway?• Deployment scenarios• What‟s new on CloudGateway 2.5?• Troubleshooting• Q&A © 2012 Citrix | Confidential – Do Not Distribute
    3. 3. CloudGatewayWhat is CloudGateway?• Enterprise Mobile Management (EMM) solution that allows IT deliver on-demand access to Web, SaaS, Mobile and Windows apps and data• Key solutions ᵒMDM – Mobile Device Management (Zenprise technology) ᵒMAM – Mobile Application Management (MDX technology) ᵒMIM – Mobile Information Management (ShareFile technology)• Control access policies for apps, data and devices• Provides unified store for users to access apps and data• Seamless user experience across multiple platforms © 2012 Citrix | Confidential – Do Not Distribute
    4. 4. CloudGatewayWhat is CloudGateway?• Follow-me apps – Known as “App Subscription” that allows StoreFront or AppController remember what apps will follow end- users• Follow-me data – Self-service user experience to access data available in ShareFile• Auto provision apps – App provisioning process that allows IT pre- subscribe a set of apps on behalf of end-users• One-click Configuration – XML-based file (.cr) that configures Citrix Receiver with one or more accounts (ie. Stores)• Email-based account discovery – Self-service user experience to configure accounts with Citrix Receiver by entering email address © 2012 Citrix | Confidential – Do Not Distribute
    5. 5. CloudGatewayOne solution Citrix CloudGateway Receiver Access StoreFront AppController Gateway © 2012 Citrix | Confidential – Do Not Distribute
    6. 6. CloudGateway AccessReceiver StoreFront AppController Gateway Mobile Apps Web & SaaS Apps ShareFile Data Virtual Desktops & Apps © 2012 Citrix | Confidential – Do Not Distribute
    7. 7. CloudGateway Editions Receiver StoreFront Receiver Access StoreFront AppController Gateway© 2012 Citrix | Confidential – Do Not Distribute
    8. 8. Licensing FREE!© 2012 Citrix | Confidential – Do Not Distribute
    9. 9. Licensing© 2012 Citrix | Confidential – Do Not Distribute
    10. 10. CloudGatewaySystem Requirements• Citrix StoreFront ᵒWindows Server 2008 R2 SP1 ᵒMicrosoft SQL 2008 R2 / 2012 (Express or Enterprise) ᵒMust be a Windows domain member• Citrix AppController ᵒHypervisors • Citrix XenServer 5.6 FP2 or later • VMware ESX 5.x or later ᵒActive Directory authentication support• NetScaler Access Gateway ᵒMinimum release – 10.0.69.4 ᵒVPX or MPX © 2012 Citrix | Confidential – Do Not Distribute
    11. 11. CloudGateway DeploymentsAppController only in HA AppController HA NetScaler / Access Gateway Internet DMZ LAN © 2012 Citrix | Confidential – Do Not Distribute
    12. 12. CloudGateway DeploymentsSingle server StoreFront only XenApp/ XenDesktop StoreFront NetScaler / (Single Server) Access Gateway Internet DMZ LAN © 2012 Citrix | Confidential – Do Not Distribute
    13. 13. CloudGateway DeploymentsEnterprise deployment NetScaler HA XenApp/ StoreFront XenDesktop Primary Server Group SQL Secondary AppController HA Internet DMZ LAN © 2012 Citrix | Confidential – Do Not Distribute
    14. 14. AG + StoreFront AG + AppController AG + StoreFront + only only AppController• Ideal for XenApp / • Ideal for Enterprise • Ideal for Enterprise XenDesktop customers that want customers that want Application and User customers migrating Management the unified store from Web Interface solution • Customers do not have• No need for clientless XenApp / • Clientless access access (CVPN) XenDesktop, hence, no (CVPN) is required StoreFront is needed• Only needs Access • Access Gateway Gateway Platform • Clientless access needs Universal (CVPN) is required license Licenses • Access Gateway needs Universal Licenses © 2012 Citrix | Confidential – Do Not Distribute
    15. 15. How do we configure AG?• Check out our CloudGateway Best • Configure a brand new Access Practices Guide @ Gateway in minutes with http://support.citrix.com/article/CTX1 CloudGateway Remote Access 31908 Gateway wizard• Check out our Citrix eDocs @ http://support.citrix.com/proddocs/top ic/access-gateway-10/agee-clg- integration-wrapper-con.html © 2012 Citrix | Confidential – Do Not Distribute
    16. 16. What’s new?• Initial configuration workflow – updated• Device Enrollment feature• Policies for Web/SaaS apps• Mobile application preparation tool• Citrix Me@Work mobile apps (@WorkMail and @WorkWeb)• MDX Mobile App policies• NetScaler Access Gateway 10• Citrix Receivers © 2012 Citrix | Confidential – Do Not Distribute
    17. 17. CloudGateway 2.5 ReleasesCitrix Product Name VersionCitrix AppController 2.5.0.142500Citrix NetScaler Access Gateway 10.0.71.6014.e.ncCitrix Receiver for Windows 3.4Citrix Receiver for Mac 11.7Citrix Receiver for iOS 5.7Citrix Receiver for Android 3.3 (coming soon)Citrix Receiver for HTML5 1.1Citrix Receiver for Win8/RT 2.x (coming soon)Citrix ShareFile Plug-in for Windows 1.0.137 © 2012 Citrix | Confidential – Do Not Distribute
    18. 18. End-Point Controller© 2012 Citrix | Confidential – Do Not Distribute
    19. 19. © 2012 Citrix | Confidential – Do Not Distribute
    20. 20. MDX App Vault© 2012 Citrix | Confidential – Do Not Distribute
    21. 21. MDX Access© 2012 Citrix | Confidential – Do Not Distribute
    22. 22. MDX InterApp© 2012 Citrix | Confidential – Do Not Distribute
    23. 23. MDX Policy Allow Camera  InterApp Sharing  iCloud Backup  Enable DLP  Require Authentication  Trusted Network Only  Disable printing  Restrict outbound URL  Offline lease period 24 h© 2012 Citrix | Confidential – Do Not Distribute
    24. 24. New Mobile Wrap Tool• Support for both iOS/Android native apps• Wrap tool can be downloaded from Citrix.com/downloads• Takes a pre-compiled iOS/Android native application bundle (.IPA/.APK) as input• Produces repackaged iOS/Android application bundle with Citrix app wrapper logic inserted (.MDX)• Recertifies the repackaged app when using a customer provided enterprise distribution profile• Mobile App Wrap tool runs only on Mac OS X 10.7 or later © 2012 Citrix | Confidential – Do Not Distribute
    25. 25. Mobile Apps• New mobile app policies for greater security © 2012 Citrix | Confidential – Do Not Distribute
    26. 26. App Preparation ProcessSecure app with App available as Push App via Upload app to App is visible onApp Preparation a secure, CloudGateway CloudGateway iOS “home screen” Tool managed app QuickOffice Enterprise QuickOffice QuickOffice.ipa Enterprise QuickOffice © 2012 Citrix | Confidential – Do Not Distribute
    27. 27. Me@Work mobile app family @WorkWeb @WorkMail ShareFile GoToMeeting Podio Secure Email, calendar Follow-me Integrated Social Team Browsing & contacts Data Collaboration Collaboration© 2012 Citrix | Confidential – Do Not Distribute
    28. 28. What is @WorkMail• Enterprise-ready native iOS / Android mail application• Securely connects to Exchange Server via ActiveSync• Features available ᵒMail ᵒCalendar @WorkMail ᵒContacts ᵒSeamless integration with other Me@Work apps like @WorkWeb, GoToMeeting, ShareFile and Podio © 2012 Citrix | Confidential – Do Not Distribute
    29. 29. Secure Mobile Mail inbox create new message add attachment start © 2012 Citrix | Confidential – Do Not Distribute
    30. 30. set time check availability© 2012 Citrix | Confidential – Do Not Distribute
    31. 31. What is @WorkWeb• Enterprise-ready native iOS / Android mobile browser application• HTML5-based mobile browser• Securely connects to corporate network using on- @WorkWeb demand micro-VPN tunnel• Features available ᵒBookmarks ᵒSeamless integration with other Me@Work apps such as @WorkMail or GoToMeeting © 2012 Citrix | Confidential – Do Not Distribute
    32. 32. Web page view Multiple tab support Adding a bookmark Select bookmark© 2012 Citrix | Confidential – Do Not Distribute
    33. 33. Secure Browse Micro-VPN @WorkWeb• Client-side rewrite • On-demand • Native iOS/Android feature to access application VPN tunnel mobile HTML5 intranet sites (via Web between mobile browser application device and NetScaler links) • Securely connects to Access Gateway• Available on Receiver • Available on Receiver corporate network for iOS 5.6.1 or later for Android 3.1 or later using on-demand• Must use NetScaler and Receiver for iOS Micro-VPN tunnel Access Gateway 10 5.7 • Must use NetScaler (build 69.4 or later) • Must use NetScaler Access Gateway 10 Access Gateway 10 (build 69.4 or later) (build 69.4 or later) © 2012 Citrix | Confidential – Do Not Distribute
    34. 34. Secure BrowseExample © 2012 Citrix | Confidential – Do Not Distribute
    35. 35. Micro-VPNHow does it work?• Mobile Receivers provide VPN capable parameter in user-agent: CitrixReceiver/com.citrix.ReceiveriPad iOS/5.7 (build 170) CitrixReceiver-iPad CFNetwork Darwin VpnCapable• Access Gateway returns the /cgi/setclient? For iOS: HTTP/1.1 302 Object Moved For Android: HTTP/1.1 302 Object Moved Location: /cgi/setclient?iosc Location: /cgi/setclient?andr Set-Cookie: Set-Cookie: NSC_AAAC=55f4f4d9926e4b6533f6033 NSC_AAAC=55f4f4d9926e4b6533f6033 24b45fa1f0311fe8c345525d5f4f58455 24b45fa1f0311fe8c345525d5f4f58455e e445a4a42;Secure;HttpOnly;Path=/ 445a4a42;Secure;HttpOnly;Path=/ © 2012 Citrix | Confidential – Do Not Distribute
    36. 36. Administration
    37. 37. https://<IP>:4443/ControlPoint© 2012 Citrix | Confidential – Do Not Distribute
    38. 38. New Look© 2012 Citrix | Confidential – Do Not Distribute
    39. 39. Settings© 2012 Citrix | Confidential – Do Not Distribute
    40. 40. Dashboard© 2012 Citrix | Confidential – Do Not Distribute
    41. 41. Snapshots
    42. 42. Exporting Snapshots• Export / import configuration• Upload software releases ᵒ(no export) © 2012 Citrix | Confidential – Do Not Distribute
    43. 43. CLI Snapshots© 2012 Citrix | Confidential – Do Not Distribute
    44. 44. Saved Settings• Snapshots contain all appliance settings, including ᵒAdmin password ᵒApplications & Links ᵒCertificates ᵒHostname and IP address © 2012 Citrix | Confidential – Do Not Distribute
    45. 45. E-mail Provisioning
    46. 46. Send Service Record File (.cr)• Table in DB ᵒMaintains list of e-mail addresses ᵒEntries deleted once e-mail is sent• Currently no support for HTML content © 2012 Citrix | Confidential – Do Not Distribute
    47. 47. Send Service Record File (.cr)© 2012 Citrix | Confidential – Do Not Distribute
    48. 48. Device ManagementEnrollment service
    49. 49. Functionality Overview• Requirement to have more control over „Apps‟ deployed to mobile devices.• Receiver needs to communicate with AppController either directly, or through Access Gateway.• Receiver „checks in‟ to the AppController when it starts• Management functions in CG 2.5 are: 1. Device Registration 2. Device Lock or Wipe 3. Device Update © 2012 Citrix | Confidential – Do Not Distribute
    50. 50. DMS• Device Management Service: Runs on the AppController – and processes requests from Receiver clients.• Upon a successful registration, it returns a Device ID which is used by receiver in subsequent requests. © 2012 Citrix | Confidential – Do Not Distribute
    51. 51. Device ManagementChecklist• Must use AppController 2.5• (Optional) Modify StoreFront 1.2 Roaming Accounts web.config file• For Remote connections, must use Access Gateway 10.0.71.6014e version• Receivers compatible ᵒReceiver for iOS 5.7 ᵒReceiver for Android 3.3 © 2012 Citrix | Confidential – Do Not Distribute
    52. 52. Device Management GUI• Devices tab which lists all the device parameters.• Admins can delete, wipe and lock © 2012 Citrix | Confidential – Do Not Distribute
    53. 53. StoreFrontConfiguration• If mobile users are connecting via StoreFront to AppController, you must modify the web.config file from Roaming Accounts – ie. c:inetpubwwwrootCitrixRoamingweb.config• Three key pieces that need to be added <property name="DeviceRegistrationServiceV1" value="https://<AppControllerFQDN>/Citrix/Device/v1" /> <property name="KeyManagementServiceV1" value="https://<AppControllerFQDN>/xv/locate_vaults" /> <property name="STATicketServiceV1" value="https://<AppControllerFQDN>/STA/get_ticket_v1"/> © 2012 Citrix | Confidential – Do Not Distribute
    54. 54. StoreFrontConfiguration• Citrix eDocs has the complete step-by-step configuration process• http://support.citrix.com/proddocs/topic/appcontroller-25/clg- appc-device-mgmt-storefront-tsk.html• No changes needed if you are just using AppController 2.5 © 2012 Citrix | Confidential – Do Not Distribute
    55. 55. Receiver for Windows VPNIntegration
    56. 56. CG 2.0Client Workstation 1. Client Initiates Clientless VPN or Receiver Session: 1 license consumed. 2. Client now chooses to start the full VPN Client: 2nd Auth Request & 2nd license consumed © 2012 Citrix | Confidential – Do Not Distribute
    57. 57. CG 2.5Client Workstation 1. Client Initiates Clientless VPN or Receiver Session, authenticates, & 1 Already license consumed. Authenticated! 2. Client now chooses to start the full VPN Client. 3. No additional license consumed, & no second auth © 2012 Citrix | Confidential – Do Not Distribute request – True SSO.
    58. 58. Allowing for StoreFront Cookies• Create Pattern set for StoreFront Cookies. © 2012 Citrix | Confidential – Do Not Distribute
    59. 59. Create custom Clientless Profile• Use the „ns_cvpn_default_profile‟ profile as a template.• Remove Request Header rewrite.• Remove all „Finding URLs‟ pattern classes.• Configure Custom Storefront Client Cookies Pattern Set. © 2012 Citrix | Confidential – Do Not Distribute
    60. 60. Create Custom Clientless Profile• This needs to be bound to the VPN VServer using „True‟. © 2012 Citrix | Confidential – Do Not Distribute
    61. 61. 2 x Session Profiles• One Session Profile for Receiver Clientless access• One for full VPN access.• Ensure that the expressions are correct, and use „&&‟ or „Match All‟ © 2012 Citrix | Confidential – Do Not Distribute
    62. 62. Session Policies• Clientless Access set „Allow‟ on Full VPN Client Profile.• Clientless Access set to „On‟ for Clientless or Receiver profile. © 2012 Citrix | Confidential – Do Not Distribute
    63. 63. WorkflowsApplication Provisioning
    64. 64. © 2012 Citrix | Confidential – Do Not Distribute
    65. 65. Workflow Management© 2012 Citrix | Confidential – Do Not Distribute
    66. 66. Workflow Management© 2012 Citrix | Confidential – Do Not Distribute
    67. 67. Workflow Management© 2012 Citrix | Confidential – Do Not Distribute
    68. 68. Workflow Management© 2012 Citrix | Confidential – Do Not Distribute
    69. 69. Workflow Management© 2012 Citrix | Confidential – Do Not Distribute
    70. 70. TroubleshootingAppController
    71. 71. TroubleshootingSupport Bundle Menu• Provide Admins collection all AppController logs and network traces in a compressed file (.ZIP)• Admins have the choice to encrypt the Support Bundle (optional)• To extract the Support Bundle ᵒUpload via FTP ᵒUpload via SCP © 2012 Citrix | Confidential – Do Not Distribute
    72. 72. TroubleshootingGenerate Support Bundle• Admins have the option to encrypt or not the Support Bundle• Support Bundle filename will contain date/time, IP address and compression format extension (.ZIP) © 2012 Citrix | Confidential – Do Not Distribute
    73. 73. TroubleshootingUpload Support Bundle• Admins have the option to upload it via FTP or SCP• For more information on how to upload it via FTP, please refer to http://support.citrix.com/article/CTX128 855• Admins have to enter FTP server hostname and location where to upload the file © 2012 Citrix | Confidential – Do Not Distribute
    74. 74. TroubleshootingSupport Bundle Contents• Sas_core – core dumps• Sas_log – management, system, debug, informational logs• Sas_trace – network traces• Sys_info – AppController system information ᵒARP entries ᵒDisk space usage ᵒInterface configuration ᵒRouting table ᵒRunning processes• Var_log – authentication, daemon, kernel, mail, system and user logs © 2012 Citrix | Confidential – Do Not Distribute
    75. 75. TroubleshootingReceiver
    76. 76. Citrix Receiver for Windows 3.2 or laterCTX Articles• How to enable logging on Citrix Receiver - http://support.citrix.com/article/CTX134101• Unable to run the Provisioning File - http://support.citrix.com/article/CTX135023• How to add an HTTP store - http://support.citrix.com/article/CTX134341• Testing Citrix Receiver inside an RDP session - http://support.citrix.com/article/CTX132037• Disable FTU prompt - http://support.citrix.com/article/CTX135141, http://support.citrix.com/article/CTX 135438 © 2012 Citrix | Confidential – Do Not Distribute
    77. 77. Citrix Receiver for WinRTCTX Articles• FAQ: Using Citrix Receiver for Windows 8 / RT - http://support.citrix.com/article/CTX135353• User can enable AETrace logging by creating an empty file called ReceiverAETrace.enabled in the users %localappdata%Packages[D50536CD.CitrixReceiver*]LocalState folder.• For AppReceiver and Main App Logging Create a blank file named ReceiverMainLogging.enabled in the following folder %LOCALAPPDATA%PackagesD50536CD.CitrixReceiver_hmf6bx7z76t54Lo calState © 2012 Citrix | Confidential – Do Not Distribute
    78. 78. TroubleshootingStoreFront
    79. 79. StoreFront Services Deployment StoreFront Service Identity Account (Default) Option Single Citrix Credential Wallet Network Service server • Citrix Configuration Replication • Network Service Server • Citrix Credential Wallet • Network Service Group • Citrix Peer Resolution • Network Service Service © 2012 Citrix | Confidential – Do Not Distribute Citrix Confidential - Do Not Distribute
    80. 80. Useful Tools• Microsoft Event Viewer• IIS Logs• Microsoft .NET tracing• Microsoft DebugView• Fiddler• Live HTTP Headers• Wireshark• Microsoft NetMon © 2012 Citrix | Confidential – Do Not Distribute Citrix Confidential - Do Not Distribute
    81. 81. About Educate | Guide | Support | SucceedCitrix ServicesCitrix Services make sure How we can helpyou succeed with yourvirtualization programs. Citrix Education – The fastest, most efficient way to get your team the virtualization skills they need. Online, on-site or in class. citrix.com/training Citrix Consulting – Intensive engagements for complex, critical or just plain massive projects. citrix.com/consulting Citrix Support – Always-on support services that leverage everything we know about best-practice deployment and maintenance. citrix.com/support © 2012 Citrix | Confidential – Do Not Distribute
    82. 82. Secrets of the Citrix Support Ninjas• 40 insider troubleshooting tips• Covering XenDesktop, XenServer, XenApp and NetScaler• Citrix Support top engineers• FREE eBook• Citrix Auto Support• Available NOW! © 2012 Citrix | Confidential – Do Not Distribute
    83. 83. Hardware and Software Tech Support • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 or business hours • Coverage: Hardware returns & software updates • Products Covered: NetScaler, Access Gateway, Branch Repeater • citrix.com/support • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 • Coverage: Version updates & Tech Support • Products Covered: VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient • citrix.com/support © 2012 Citrix | Confidential – Do Not Distribute
    84. 84. Support Programs • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 • Coverage: Major/minor software updates • Products Covered: All software products eligible for Subscription Advantage • citrix.com/premiersupport • Proactive: Knowledge of environment helps avoid issues and drives best practices • Responsive: Single point of contact to accelerate issue resolution • Relationship: Trusted advisor and customer advocate in Citrix © 2012 Citrix | Confidential – Do Not Distribute • citrix.com/support
    85. 85. Work better. Live better.

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