Top 10 troubleshooting Tools for your Citrix Environment


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This session will provide an insight into the top 10 troubleshooting tools used by our Customers, Partners and Support engineers.

These tools are crucial in helping you troubleshoot the root cause of issues in your Citrix environment.

During this session you will learn:
- Why troubleshooting tools are crucial in a Citrix environment
- Overview of each troubleshooting tool
- When should I use a tool?
- Issues and their resolutions

Published in: Technology
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  • Why can't citrix design a troubelshooting app to fix the most annoying problem where Cerner asks user to download citrix client for windows and if it is loaded all hell breaks loose essentially requiring tech support from India to make it work again? Why is it rocket science to make citrix choose the appropriate version automatically or better teach CERNER how to implement thi scorrectly?
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  • I’m sure many of you can relate to this picture, I know I can. What do you do when your Citrix environment blows upNever mind your users (and boss) calling/queuing asking when the issue is being fixed. As products become more complex, more moving parts, locations, services, registry keys, figuring out what is wrong can be an enormous task.Finding the root cause of the issue is obviously the main diver of creating these tools.Keeping servers alive and awake, or at least ready to instantly spring into action whenever needed, is an ambition close to the heart of virtually all data center leaders.
  • We made an exception for 1 tool, you will see why!
  • The MedEvac tool is used to run checks against a XenApp server farm to verify environment health.Supports XenApp 4.5/5.0. We ran a XenApp migration webinar in March to coincide with the EOL of of XenApp 4.5/5.0 on Windows Server 2003, so not surprised this is in the top 10.By the way, many of you probably attended our migration webinar. During this webinar we didn’t really concentrate on migration from 4.5 to 6.5. You will be pleased to know we are scheduling another migration webinar in early May.This time we hope to have an extended format to include a lot of Q&A. Anyone who registered/attended this webinar will be notified.Click!This tool can be used to check the following components of a XenApp farm:XML Service health:Verifies that the XML Service is able to respond to an XML, Web Interface, XenApp Plugin or if anyone is using a REALLY OLD client, the Program Neighborhood requestsVerifies that the XML Brokers are able to contact the data collectorVerify data collector health:Verifies data collector is able to provide a least-loaded server for the specified applicationVerifies the IMA Service on the data collector is functioning properlyAlso a couple of other checks… <<move down to next section>>Verifies the IMA Service can read the data collector's local host cacheVerifies that the IMA Service can read its dynamic store dataVerifies at least one server in the farm has this application publishedleast-loaded server health:Verifies Terminal Services on the least-loaded server.Verifies the Remote Procedure Call (RPC) Service on the least-loaded server.Supports XenApp 4.5/5.0. We ran a XenApp migration webinar a few weeks back with the EOL of of XenApp 4.5/5.0 on Windows Server 2003, so not surprised this is in the top 10.
  • Just to give you an idea of what some of these test settings do, I will cover a couple of them. More information can be found on the Knowledge Center.XML Least Loaded Server test: This test retrieves the least-loaded server from the zone data collector using the XML Service of the server specified in the Servers field.XML Ticketing test: This test retrieves a ticket from the server specified in the Servers field.RPC test: This test checks RPC health on the server specified in the Servers field.
It also checks Terminal Services health (if selected) on the least-loaded server returned from the Least Loaded Server test.

Lastly, it checks RPC health (if selected) on the least-loaded server returned from the Least Loaded Server test.
  • Information Technology is the business of problem solving. From Email to Web Services, it is our job to identify the pain points and provide solutions to business needs in a timely and efficient manner.When the technology itself is the source of the problem, understanding the issue must precede proposing a resolution. In Critical Situations, where speed to resolution is paramount, there are several important challenges that must be met before the problem can even be understood. These Challenges include:What Data do I collect?How do I collect it?Where do I get the tools to collect this data?What contextual information is required?CDT is designed to meet these challenges and facilitate the rapid collection of both debugging and contextual information in order to effectively diagnose, mitigate and resolve these situations.
  • If you’ve ever worked hardware support, a good, organized toolkit was paramount to efficiently examining, repairing, or replacing hardware components and insuring rapid remediation and minimizing server downtime. The CDT aims to do for Software what this toolkit can do for hardware.* The CDT is not an application, but rather a deployment project for some of the most useful and common debugging applications. * It is not a tool, but rather a suite of individual applications, tools and/or utilities. It addresses the pain of organizing, configuring and executing complex data collection scenarios by automating and simplifying these steps and emulating the look and feel of a windows application and installer.* Think of it as an agility platform for you the software support specialist, system admin or IT professional. This is your toolkit.
  • The installer is the core technology that facilitates the CDT Solution.While CDT * Requires that it is installed to the local System Drive, * No reboot is required and neither * are any prerequisites.Lastly, it is designed to work on already broken boxes, so that we can minimize the need to reboot and standby for the issue to reoccur.
  • The Packager is the part of CDT designed to take everything we’ve collected to far and organize it into a an easy to distribute package for Citrix and other Vendors, such as Microsoft, Adobe, Symantec and others, to analyze.When you click the “Data Packager” or “Stop Tracing” commands, the packager will initiate.*Here we see the results of the packager. In addition to the * standard tracing that might be required, the packager also collects:* An Export of the Windows Application & System Event logs in CSV format* A Qwinsta command output to a .txt file. (XenApp & Receiver setups )* A Routeprint command output to a .txt file* It also creates an .NFO file leveraging MSinfo32.exe (useful in PVS, XenDesktop and Receiver related cases, provides in-depth system details like NIC make model and driver, Video and Audio codec and much more.)The packager then compresses the contents of the Data folder and clears the contents of the Data folder to reduce file sprawl and disk space consumption.(The Autosupport and upload page presentation functionality can be toggled by typing this command at the RUN line in START menu. -> taaslaunchoff / taaslaunchon – on by default.)The Upload folder will open once packaging is complete and display a zip file with all your data inside giving you’re the opportunity to remove any files or scrub the contents prior to sending to Citrix Support for analysis. Lastly a browser window pointing to the Auto Support (TaaS) site will be launched for your convenience and speedy upload of the data.
  • KB articles provide important usage details and have cross links to readme’s for included and 3rd party downloadable tools. Blog provides insight to the conceptual design behind CDT like, What was Frank thinking? What pain points is he trying to address with CDT?If you cant make it to Synergy to see Frank introduce CDT and watch him demonstrate its incredible time saving capabilities. Stay tuned to Citrix TV for the Post show recording of Frank Marzullo’s sessions SUM404 & SYN404.
  • The XenDesktop site checker tool uses the XenDesktop Powershell SDK to enumerate XenDesktop 5 site brokers, services, hosts, assignments, catalogs, and provisioning tasks and schemes. It checks whether or not services are running and service instances are registered, and provides the ability to enable logging for each service. It also provides advanced management tasks that aren’t available in Desktop Studio, and provides detailed information about each component that it checks, and logs any script that is executed by the tool.CLICKThis tool has always been meant to help identify and rectify common XenDesktop site issues, while also giving the user an ‘under the covers’ look at a XenDesktop 5+ sites. While the tool still has the ability to identify and fix unregistered service instances in a XenDesktop site, we’ve been working to add other checks and fixes as we identify them in support.
  • To use this tool, run the executable file on a XenDesktop 5 member DDC. After the site is enumerated, click any node in the right-hand tree view to view details about the node. Right-clicking different types of nodes will provide actions that can be performed, such as testing service instances, starting/stopping services, enabling service logging, or changing a hosting unit’s preferred DDC.You can send a ping request to any service instance, so if you right-click on the service instance and if the utility did not detect an issue with an instance and the instances must be reset, then you can select Reset Service Instances to force a reset.Also as you can see All powershell scripts used by the tool are shown in the ‘Log Viewer’ pane. Very useful to have for independent testing of the tool, if required.
  • The HDX Monitor tool is used to validate the operation and configuration of key features of XenDesktop's and XenApp's HDX stack including the latest HDX MediaStream for Flash and HDX RealTime features. Consequently, this tool can also help you diagnose and troubleshoot HDX issues. For example, it detects when multimedia redirection is in use and if your endpoint device supports it. It also can tell you what audio codec you are using and its bitrate.Note: If you are running in a console or RDP session, HDX data is not available.Some of the HDX technologies covered by this tool are:Thinwire (Graphics)Direct 3D (Graphics)Media Stream (aka RAVE)FlashAudioUSB Devices…and many others.
  • How to use the HDX Monitor 3.0• Install this tool on any machine in the domain and enter the name of the VDA or XenApp Server for the target.• In a published desktop, you can start the tool inside the desktop session to see all the collected data of this desktop session. The tool will default the target system to the local computer or you may target another VDA in the domain.
  • Citrix printing.  Lets face it, it can give you nightmares when it doesn’t work!.  At least for me!Yes, Citrix has made strides with their Universal Printer Driver, and things have gotten much better, but printing can still cause you problems. I’m sure all of you are quietly nodding your head right now!!!Print Detective is an information gathering utility that can be used for troubleshooting problems related to print drivers.
  • It enumerates all printer drivers from the specified Windows machine, including driver specific information. It can also be used to delete specified print drivers and allows for log file capabilities and provides a command-line interface as well.
  • CDFControl is an event tracing controller/consumer, geared towards capturing Citrix Diagnostic Facility (CDF) trace messages that are output from the various Citrix tracing providers. Now in its second version, CDFControl offers new capabilities such as real-time trace viewing and performance data collection.CDFControl can be run on any Microsoft Windows computer that is Windows 2000 or newer.It must be run as a user with Administrative privileges for all features to be functional.On Microsoft Windows Vista and Windows 2008, with User Account Control (UAC) enabled, only trace capture requires elevation. See the user guide (included with the download package) for more details.
  • Lets assume we have a focus issue with a local application and Citrix seamless published application, not unusual.In order to troubleshoot the issue we will want to run a trace at the server console and client side.Console Side Tracing:Run the CDFControl on the console of the Citrix ServerSelect the Trace Category (in this case “Seamless”). It will enable the modules which are required.At Tools -> Options select ‘circular log’ and a logsize of 1Mb.Specify the path and name where you want to where the tracefile should be stored.Select Save and now it’s time to start the Tracing.Client Side tracing:Used this article to determine which modules should be traced on the client side: this example the modules “IcaClient_DriversVd_Vdtwi_CtlGuid”, “IcaClient_Engine_wfica_CtlGuid” and “IcaClient_UIWindows+Wfccomm_CtlGuid” are required for tracing.Copied the ”IcaClientTraceProviders.ctl” from the ICA Client directory, to the CDFControl directoryRun the CDFControl on the clientAt Tools ->Load CTL File and select the copied .ctl fileSelect the required modules in de CDFControl windowAt Tools -> Options select ‘circular log’ and a logsize of 1MbSpecify the path and name where you want to where the tracefile should be stored.Select Save and now it’s time to start the Tracing on the client sides.The tracefiles are encrypted and should be send to Citrix.
  • Users may experience a malfunctioning clipboard chain (when they cannot copy and paste anymore between a local application and a session or between different applications in a session). Click!This occurs when a third-party program incorrectly inserts itself in the Windows clipboard chain on a local workstation or within a session.Click!The RepairCBDChain utility temporarily restores clipboard functionality. The order is restored by moving the ICA client to the beginning of the clipboard chain. If the offending application is launched after this repair utility has restored the clipboard order, the clipboard functionality may become corrupted again.
  • Simply, launch the tool on the user machine. Your presented with this.Tool was developed by Dmitry Vostokov. Some of you may know Dmitry from his work on Memory Dump Analysis
  • "Sometimes setting up a NetScaler may seem an impossible. What do you do when you hit a roadblock at an early stage?In this session, Ronan will step through the most common issues you can experience at an early stage of your NetScaler deployment, and how to diagnose them using on-box tools.During this session you will learn:- Troubleshooting basic setup issues- Health Checks- Introducing redundancy and removing single point of failure- Logging – what happened historically"
  • 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.
  • Top 10 troubleshooting Tools for your Citrix Environment

    1. 1. April 25, 2013Citrix Support SecretsWebinar SeriesTop 10 Troubleshooting Tools for your Citrix EnvironmentDavid McGeough, Program Manager, WW Services Marketing+ Special Guests
    2. 2. © 2012 Citrix | Confidential – Do Not DistributeAgenda2• Why troubleshooting tools are crucial in a Citrix Environment• Overview of each troubleshooting tool• When should I use a tool?• Issues and their resolutions
    3. 3. © 2012 Citrix | Confidential – Do Not DistributeWhy use Troubleshooting Tools?• Help you diagnose root cause faster!ᵒIn some cases fix issue from within tool• Minimize down time• Single view of all configuration settings• Provides Citrix Support configuration output in a standard format• …So troubleshooting tools are a necessity!
    4. 4. © 2012 Citrix | Confidential – Do Not DistributeCriteria4• # downloads over last 12 months• Customer feedback• Tools which were developed in-house• Active products• All tools listed here -
    5. 5. MedEvac10 Link to Tool
    6. 6. © 2012 Citrix | Confidential – Do Not DistributeOverview6• MedEvac verifies your XenApp farm is in a healthy state• Focuses on 3 key areas:ᵒXML Service HealthᵒData Collector HealthᵒLeast-loaded Server Health• Additional Checks:ᵒTerminal Services HealthᵒRPC Health• Article: How to Monitor Farm Health using MedEvac
    7. 7. © 2012 Citrix | Confidential – Do Not DistributePreview7
    8. 8. CitrixDiagnosticsToolkit9 Link to 32-bit ToolLink to 64-bit Tool
    9. 9. © 2012 Citrix | Confidential – Do Not DistributeAbout the developers……9Frank MarzulloLead Architect and Developer of The CitrixDiagnostics ToolkitThomas BianchiDeveloper of Citrix Web Interface Tracing andCo-developer of the Citrix Diagnostics Toolkit
    10. 10. © 2012 Citrix | Confidential – Do Not DistributeData Collection ChallengesWhat data do I collect?How do I collect it ?Where do I get the tools?What context info do I need ?
    11. 11. © 2012 Citrix | Confidential – Do Not DistributeThe Citrix Diagnostics Toolkit is not an application.The Citrix Diagnostics Toolkit is not a tool.The Citrix Diagnostics Toolkit is not a new product it’s a concept.Citrix Diagnostics Toolkit
    12. 12. © 2012 Citrix | Confidential – Do Not DistributeInstallerProvides a structured framework for rapid deployment and data collection.Must be installed to the System Drive of the machine (typically C:)No Reboot RequiredNo Prerequisites RequiredDesigned to work on broken boxes
    13. 13. © 2012 Citrix | Confidential – Do Not DistributeThe PackagerRuns automatically when the “Stop Tracing”or “Data Packager” shortcuts are used.Data collection, context info and clean up.Opens the “Upload” folder and launches abrowser to the Auto Support site.
    14. 14. © 2012 Citrix | Confidential – Do Not DistributeKey session takeaways:Citrix Confidential - Do Not“Time is Money” – C.D.T. saves you time.C.D.T. consolidates and organizes all your toolsNever forget the context information again
    15. 15. © 2012 Citrix | Confidential – Do Not DistributeResources• CTX135075 - Citrix Diagnostics Toolkit - 64bit Edition• CTX134966 - Citrix Diagnostics Toolkit - 32bit Edition• Blog Post - Citrix Diagnostics Toolkit• A recording of Frank’s presentation at Synergy 2013 Anaheim will beavailable for online viewing and download following the show.
    16. 16. XenDesktopSite Checker8 Link to Tool
    17. 17. © 2012 Citrix | Confidential – Do Not DistributeOverview17• XenDesktop Site Checker verifies that all XenDesktop services are running andservices instances are registered.• In addition the tool provides advanced management tasks not available inDesktop Studio• Goal of this toolᵒHelp identify and rectify common XenDesktop site issues, while giving the user an“under the hood” look at a XenDesktop 5.x site.ᵒThe tool has the ability to identify and fix unregistered service instances in aXenDesktop site.
    18. 18. © 2012 Citrix | Confidential – Do Not DistributePreview18
    19. 19. HDX Monitor7 Link to Tool
    20. 20. © 2012 Citrix | Confidential – Do Not DistributeOverview20• HDX Monitor provides detailed information about the various HDXtechnologies, their performance, and diagnostics information.• The tool is designed for ICA session HDX experience diagnostics• Requires: XenApp 6.5 or greater or XenDesktop 5.5 or greater.• Note: HDX Monitor does not modify any HDX related data or configuration.
    21. 21. © 2012 Citrix | Confidential – Do Not DistributePreview21
    22. 22. PrintDetective6 Link to Tool
    23. 23. © 2012 Citrix | Confidential – Do Not DistributeOverview23• Print Detective is the perfect tool to troubleshoot problems related to printdrivers• A nice view of all printer drivers is displayed, including driver specific info• Print drivers can be deleted from within the tool• Command-line interface is also provided• Note: Administrative permissions are required to delete print drivers
    24. 24. © 2012 Citrix | Confidential – Do Not DistributePreview24
    25. 25. Citrix Scout5 Link to Tool
    26. 26. © 2012 Citrix | Confidential – Do Not DistributeSpecial GuestMichael Ryan• 4 years with Citrixᵒ2 ½ years @ Citrix Support (TRM)ᵒ1 ½ years @ TaaS Product Manager• Tool ownerᵒScout for XA/XD
    27. 27. © 2012 Citrix | Confidential – Do Not DistributeOverview27• Tools as a Service (TaaS) is a Citrix initiative to provide automated support tocustomers• Consists of:ᵒData Collection ToolᵒUpload data to TaaS WebsiteᵒData Analysis & Review• Online Analysis will give you:ᵒFarm/Site detailsᵒIdentify known issuesᵒGive “Best Practice” recommendations
    28. 28. © 2012 Citrix | Confidential – Do Not DistributeQuick Demo28
    29. 29. CitrixXDPing4 Link to Tool
    30. 30. © 2012 Citrix | Confidential – Do Not DistributeSpecial GuestKaren Sciberras• Six years with Citrix Technical Support specializing inXenDesktop and Provisioning Services.• Synergy Presentations:• SUM301: From creation to registration: lifecycle of a virtualmachine• SUM503: Troubleshooting the XenDesktop VDA• SUM302: Troubleshooting XenDesktop deployments
    31. 31. CDFControl3 Link to Tool
    32. 32. © 2012 Citrix | Confidential – Do Not DistributeOverview34• CDFControl is an event tracing tool capturing CDF trace messages• Real-time trace viewing and performance data collection• User must have administrative privileges• CDFControl guide provides detailed requirements• Ver. 12.0 of Online Plugin-in for Windows introduced CDF• This allows client-side CDF tracing
    33. 33. © 2012 Citrix | Confidential – Do Not DistributeExample – Seamless IssueSelect TraceCategorySelect Modules toTraceTrace modules:CTX124934
    34. 34. RepairClipboardChain2 Link to Tool
    35. 35. © 2012 Citrix | Confidential – Do Not DistributeOverview37• Repairs the common copy and paste problems that occur between localapplication and ICA sessionBefore After
    36. 36. © 2012 Citrix | Confidential – Do Not DistributePreview38
    37. 37. Citrix QuickLaunch1 Link to Tool
    38. 38. © 2012 Citrix | Confidential – Do Not DistributeSpecial GuestFrederic “Fred” Serriere• 12 years with Citrixᵒ9 ½ years @ Citrix Supportᵒ2 ½ years @ Citrix Consulting• Tool developerᵒCitrix Quick LaunchᵒCitrix Printing ToolᵒCitrix UPM Log ParserᵒCitrix Logoff Sessions ToolᵒCitrix ICA File Creator
    39. 39. © 2012 Citrix | Confidential – Do Not DistributeOverview41• CQL does not solve anything however it provides administrators a way toconnect over ICA/HDX without relying on Web Interface, PNAgent orStoreFront.• It works with any version of XenApp/Presentation Server/MetaFrame andXenDesktop 5.x in HA mode• It requires Citrix ICA Client 9.0 minimum - it is NOT a replacement for the ICAclient/Receiver• Any comment/improvements/wish list are welcome…
    40. 40. © 2012 Citrix | Confidential – Do Not DistributeQuick Demo42
    41. 41. © 2012 Citrix | Confidential – Do Not DistributeNext Webinar: May• Title: Common Pitfalls when Setting up a NetScaler for the First Time• Description: In this session, Ronan will step through the most common issuesyou can experience at an early stage of your NetScaler deployment, and howto diagnose them using on-box tools.• When: May 30th• Registration Now!
    42. 42. © 2012 Citrix | Confidential – Do Not DistributeAboutCitrix ServicesCitrix Services make sureyou succeed with yourvirtualization programs.How we can helpCitrix Education – The fastest, most efficient way toget your team the virtualization skills they need. Online,on-site or in Consulting – Intensive engagements forcomplex, critical or just plain massive Support – Always-on support services thatleverage everything we know about best-practicedeployment and | Guide | Support | Succeed
    43. 43. © 2012 Citrix | Confidential – Do Not DistributePremier Support CalculatorCheck it out
    44. 44. Questions?
    45. 45. Work better. Live better.