NetScaler Logs Collection Guide

来源 https://support.citrix.com/article/CTX227560

Article | AuthenticationConfigurationInteroperabilityNetworkingPerformanceHardware | 6 found this helpful | Created: 09 Sep 2017 | Modified: 14 Sep 2017

Applicable Products

NetScaler Gateway
NetScaler

Information

This article illustrates the log collection process on NetScaler MPX/VPX/SDX with common scenario.

Basic Information Collection
Information Collection for Typical Scenario
1. NetScaler crash
2. NetScaler hang
3. NetScaler Hardware Error(MPX/SDX)
4. NetScaler Gateway (ICA proxy)
5. NetScaler Gateway (SSLVPN)
Information Collection Procedure
1. NetScaler Serial Number
2. NetScaler Version/HA
3. NetScaler MPX/VDX show techsupport
4. NetScaler ns.conf
5. NetScaler SDX
6. NetScaler Insight Center
7. NetScaler Command Center
8. NetScaler Nstrace
9. iOS/Android/Windows receiver Log Collection
10. TAAS/CIS

Appendix

Remote Helpdesk Tool Download Link
Remote Troubleshooting Tool Download Link

1.	Basic Information Collection
	For NetScaler MPX/SDX, confirm serial number, for NetScaler VPX, confirm the ORG ID. NetScaler detail version, such as NS 10.5 build 60.7. NetScaler deployment, standalone or HA. Network topology with IP address, interface as detail as possible. (Note: if there is nstrace for information collection, provide the IP address as supplementary information.) Is there change on NetScaler and environment before the issue takes place? When does the issue happen first? (Attach the screenshot/video of error message if possible.) Does the issue happen consistently? Is it reproducible? If yes, provide detailed steps to reproduce the issue.
2.	Information Collection for Typical Scenario
	2.1 NetScaler crash
	- NetScaler show techsupport.
	- NetScaler kernel crashdump/NSPPE crashdump Note: Check whether there are dumps in /var/core or /var/crash folder
	2.2 NetScaler stops
	- If NetScaler is not manually rebooted, press NMI button to generate dump file and collection the dump as in 2.1. Refer the following KB article for NMI button: http://support.citrix.com/article/CTX120660
	- If NetScaler is already rebooted, collect show techsupport as in 3.3. (Point out the timestamp of hang)
	2.3 NetScaler Hardware Error(MPX/SDX)
	1) NetScaler Fail to Boot： - Check whether there is display on LCD, take a picture of the LCD. - Connect NetScaler with console cable, check whether there is any output and save it as txt. Follow the steps when the cable connects: Refer the following docs for cable connections: http://docs.citrix.com/en-us/netscaler/11/getting-started-with-netscaler/install-hardware/connect-cables.html
	2) NetScaler Power Supply: - Check whether NetScaler power supply red light is on, take a picture. - NetScaler show techsupport
	3) NetScaler Hard Disk: - NetScaler show techsupport - Run the following script:
	4) NetScaler LCD: - Take a picture of LCD
	2.4 NetScaler Gateway (ICA proxy) 1) NetScaler Gateway Authentication Fail Information Collection: - NetScaler show techsupport - NetScaler Gateway aaad.debug. Run the following command and save the output: More information: http://support.citrix.com/article/CTX114999
	2) NetScaler Gateway Cannot Enumerate Application List, Error ”Cannot complete request.” or Redirecting to Blank Page: Information Collection: Test to login directly via StoreFront, if there is any issue, resort to StoreFront Team. NetScaler show techsupport NetScaler Gateway private key/session key Capture on client, NetScaler, and Storefront, reproduce the issue, and stop the capture. StoreFront event viewer logsPoint out the following information Timestamp of reproduction Client IP，NetScaler Gateway VIP，Storefront IP Error message screenshot More information: https://support.citrix.com/article/CTX207162 https://support.citrix.com/article/CTX214214
	3) App/Desktop cannot open via NetScaler Gateway, error 1110, 1030 etc. Information Collection: - Test to open directly via StoreFront, if there is any issue, resort to XenApp/XenDesktop Team. - NetScaler show techsupport. - Change the default program of ica to notepad, save launch.ica Or save Launch.ica to client referring the following KB: http://support.citrix.com/article/CTX134993 - Capture on client, NetScaler, and Storefront, reproduce the issue, and stop the capture. - Point out the following information Timestamp of reproduction Client IP，NetScaler Gateway VIP, Storefront IP, VDA IP Error message screenshot
	4) NetScaler Gateway EPA Failure Information Collection: - Collect EPA log: http://netscalerassasin.blogspot.com/2015/06/epa-opswat-packet-flow-and.html
	2.4 NetScaler Gateway (SSLVPN) - NetScaler show techsupport. - NetScaler Gateway private key/session key. - NetScaler network topology - For client issue, collect client log: https://www.smali.net/enable-netscaler-plugin-client-logging-ssl-vpn/
3.	Information Collection Procedure
	3.1 NetScaler Serial Number
	1) Web GUI Access http://NSIP, check Serial no in Harware information, it’s 10 bits strings with number and alphabet. 2) CLI SSH to NetScaler with putty, execute “show hardware”: 3) Stamp on NetScaler backplane
	3.2 NetScaler Version/HA
	1) Web GUI Access http://NSIP, check version and node HA status 2) CLI SSH to NetScaler with putty, execute ”show version” execute ”show ha node”
	3.3 NetScaler MPX/VPX show techsupport
	1) Web GUI 2) CLI More information: http://support.citrix.com/article/CTX127900
	3.4 NetScaler ns.conf
	1) WebGUI 2) WinSCP Save config first: Get ns.conf with WinSCP:
	3.5 NetScaler SDX
	1) For VPX on SDX show techsupport, refer 3.3 2) For SVM and XS bundle: Choose Management Service and XenServer: 3) CLI Logs locate at /var/mps/tech_support. More information: http://docs.citrix.com/en-us/sdx/11/sdx-command-reference/system/techsupport.html
	3.6 NetScaler Insight Center
	1) NetScaler show techsupport 2) NetScaler Insight Center support bundle
	3.7 NetScaler Command Center
	1) NetScaler show techsupport 2) NetScaler Command Center support bundle
	3.8 NetScaler Nstrace
	1) WebGUI Note: Set Packet Size to 0, and add expression filer if necessary, click ok. 2) CLI Start nstrace: Stop nstrace: If filtering the IP address of 192.168.1.1: Nstrace locates at /var/nstrace/<timestamp>, download via WebGUI or with WinSCP
	3.9 iOS/Android/Windows/Mac receiver Log Collection
	1) iOS Receiver http://support.citrix.com/article/CTX136380 2) Android Receiver http://support.citrix.com/article/CTX137973 3) Windows Receiver http://support.citrix.com/article/CTX132883 http://support.citrix.com/article/CTX136927 http://support.citrix.com/article/CTX141067 4) Mac Receiver http://support.citrix.com/article/CTX138727 More information: http://support.citrix.com/article/CTX200282
	3.10 TAAS/CIS
	Upload the logs and trace to http://cis.citrix.com: - Login with Citrix account: - Click Diagnosis - Upload data - Input case number and upload file
4.	Appendix
	4.1 Remote Helpdesk Tool Download Link
	1) AnyDesk http://anydesk.com/download 2) Teamviewer http://www.teamviewer.com/zhcn/download/windows/ 3) GoToMeeting http://support.citrixonline.com/en_US/Meeting/help_files/G2M010002
	4.2 Remote Troubleshooting Tool Download Link
	1) Putty http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html 2) WinSCP https://winscp.net/eng/download.php 3) WireShark https://www.wireshark.org/download.html