Troubleshoot Citrix Analytics

Troubleshooting events transmission issue from a data source

This section helps you to troubleshoot data transmission issues when using Citrix Analytics. When events are not transmitted accurately from a data source, you can encounter issues such as non-discovery of the users, absence of alerts, and risk indicators.

Checklist

Sequence Checks
1 Is your organization in a supported geographic region- United States, European Union, or Asia Pacific South?
2 Do you have the correct entitlements to use Analytics?
3 Does your environment meet all the system requirements?
4 Are all the data sources discovered and data processing enabled on Analytics?
5 Are the user activities on the data source transmitting events accurately to Analytics?
6 Are the user events appearing on the self-service search page in Analytics?
7 Are the users being discovered by Analytics?

Check 1- Is your organization in a supported geographic region?

If you do not see user events in Citrix Analytics, your organization might have been onboarded in a region that is not supported. Citrix Analytics does not receive events from the non-supported regions.

Note

Currently, Citrix Analytics is only supported in the United States and the European Union regions. For information on latest features and updates in Citrix Analytics, see What’s New.

To verify the Citrix Cloud region in which your organization is onboarded:

  1. On your Citrix Cloud account, select Account Settings > Company Account.

    cloud account

  2. Review the geographical region consideration for your Citrix Cloud. For more information, see Geographical Considerations.

Check 2- Do you have correct entitlements to use Analytics?

Citrix Analytics is only available with the following licenses. If you do not have one of the licenses, you need to upgrade.

  • Workspace Standard
  • Workspace Premium
  • Workspace Premium Plus

Note

All trial requests are approved automatically. The Standard Citrix Analytics trial is free and valid for 60 days.

Check 3- Does your environment meet all the system requirements?

Citrix Analytics can take a few minutes to receive the user events. If you do not see any user events on the data source site cards, ensure that your environment meets the prerequisites and the system requirements. For more information, see System Requirements.

Note

For Security Analytics, the users must use the specified version of Citrix Workspace apps or Citrix Receiver on their devices and end points. Otherwise, Analytics will not receive the user events from the user devices.

Prerequisites

  1. All your Citrix Cloud subscriptions must be active. On the Citrix Cloud page, make sure that all the Citrix Cloud services are active.

  2. If you are using on-premises Citrix Virtual Apps and Desktops, you must add your Sites to Citrix Workspace and configure Site aggregation. Citrix Analytics automatically discovers the Sites added to Citrix Workspace. For more information, see Add an on-premises Site to Citrix Workspace.

  3. You must install and configure a Citrix Application Management agent in your network environment to enable communication between Citrix Analytics and managed Application Delivery Controller (ADC) instances. For more information, see Citrix ADC requirements.

System requirements

Citrix data sources:

Citrix Product Deployment Type Citrix Cloud Subscription Required Agents Product Component and Versions Onboarding Procedure
Content Collaboration Service Content Collaboration Not Applicable (NA) Citrix Content Collaboration See Citrix Content Collaboration data source
Gateway On-premises Application Delivery Management (ADM) ADM Agent Citrix Gateway 12.0.56.16 or later See Citrix Gateway data source
Endpoint Management Service Endpoint Management NA Citrix Endpoint Management See Citrix Endpoint Management data source
Virtual Apps and Desktops Service Virtual Apps and Desktops NA Citrix Receiver for Windows 4.11 and 4.12, Citrix Workspace app 1808 and 1809 for Windows See Citrix Virtual Apps and Desktops data source
Virtual Apps and Desktops On-premises Workspace Service Virtual Apps and Desktops agent Citrix Receiver for Windows 4.11 and 4.12, Citrix Workspace app 1808 and 1809 for Windows See Citrix Virtual Apps and Desktop data source

External data sources:

Data Source Deployment Type Required Agents How to Integrate
Microsoft Graph Security Service Not Applicable See Enable Analytics on Microsoft Graph Security
Microsoft Active Directory On-premises Citrix Cloud Connector See Integrate Analytics with Microsoft Active Directory

Check 4- Are all data sources discovered and data processing enabled on Analytics?

Ensure that all data sources are discovered and you have enabled data processing for all of them. If you do not enable data processing for a specific data source, the users using the data source are not discovered. This might create a potential security risk.

Enabling data processing ensures that Citrix Analytics is processing your user events. Events are sent to Citrix Analytics only when the users are actively using the data source.

Note

Citrix Analytics does not actively pull data from your environment.

To discover your data sources and enable analytics, do the following:

  1. Click Settings > Data Sources to view your discovered data sources. Citrix Analytics automatically discovers the data sources that you have subscribed on your Citrix Cloud account.

    Data source page

  2. On the Data Sources page, the discovered data sources appear as site cards. By default, the data processing is off.

    Important

    Citrix Analytics does not process data without your consent.

    Site cards

  3. Click Turn On Data Processing on the site card for which you want Citrix Analytics to process events. For example, on the Access Control site card, click Turn On Data Processing.

    localized image

  4. After you have turned on data processing, Citrix Analytics processes the events for the data source. The status of the site card changes to Data processing on. You can view the number of users and the received events based on the selected time period.

    localized image

  5. For all discovered data sources, follow the specified steps to enable analytics. For more information, see Enable Analytics on Citrix data sources.

Check 5- Are the user activities on the data source transmitting events accurately to Analytics?

Citrix Analytics receives user events from the data sources when the users are actively using the data sources. In other words, the users must perform some activities on the data source to generate events. For example, to receive events from the Content Collaboration data source, the Content Collaboration users must share, upload, or download some files.

Note

Citrix Analytics does not actively pull data from your environment.

If you do not see any user events in Citrix Analytics for your data source, there is a high probability that the users are not active at that moment.

To verify that Citrix Analytics accurately receives the user events, perform the following activity. This activity uses the Citrix Content Collaboration data source. You can perform a similar activity using other Citrix products (data sources) based on your subscription.

  1. Log on to the Citrix Content Collaboration service.

  2. Perform some usual user activities such as create folder, download files, uploads files, or delete files.

    User activity

  3. For example, create a Test folder.

    Test folder

  4. Upload some local files.

    Upload local files

  5. Delete some files in the folder.

    Delete file

  6. Go back to Citrix Analytics and view the Content Collaboration side card on the Data Source page. Citrix Analytics receives the user events from the Content Collaboration data source and displays on the site card.

    User events

Known issues with Citrix Workspace apps and Citrix Receivers

Users connecting to their Citrix environment using some clients might not get discovered on Citrix Analytics until they perform an action that has a supported event. For example, the Workspace for Mac app does not send an Account Logon event to Citrix Analytics. So, when a user logs on using the Workspace for Mac app, the user is not discovered. However, if the user later launches a SaaS app, the user is discovered as Workspace for Mac app transmits an event for this action. For information on how to view the discovered users, see Check 7.

Events marked “No” in the table cannot be viewed on the Citrix Analytics self-service search page. For more information on how to check raw events in self-service search, see Check 6.

Risk indicators cannot be reliably triggered when users log on using the following clients:

  • Citrix Workspace app for Mac

  • Citrix Workspace app for Chrome 1809

  • Citrix Workspace app for HTML5 1809

  • Citrix Receiver for Mac.

For information on risk indicators for Virtual Apps and Desktops, see Citrix Virtual Apps and Desktops risk indicators.

Supported events

The following table lists the events and its transmission states:

  • Yes- The event is transmitted from the client to Citrix Analytics.

  • No- The event is not transmitted from the client to Citrix Analytics.

  • NA- The event is not applicable for the client version.

Event Workspace app for Windows 1808 or later Workspace app for Mac prior to version 1910 Workspace app for Mac 1910 or later Workspace app for Linux 1901 or later Workspace app for Android 1809 or later Workspace app for iOS 1811 or later Workspace app for Chrome 1809 or later Workspace app for HTML5 1809 or later Receiver for Windows 4.11 Receiver for Windows 4.12 Receiver for Mac 12.9.1
Account Logon Yes No Yes Yes Yes Yes No No Yes Yes No
Session Logon Yes No Yes Yes Yes Yes No Yes Yes Yes No
Session Launch Yes No Yes Yes Yes Yes No Yes Yes Yes No
Session End Yes No Yes Yes Yes Yes No Yes Yes Yes No
App Start Yes No Yes Yes No Yes No Yes Yes Yes No
App End Yes No Yes Yes No Yes No Yes Yes Yes No
File Download Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Printing No Yes Yes Yes No No No Yes Yes Yes Yes
SaaS App Launch Yes Yes Yes No No No No No NA NA NA
SaaS App End Yes Yes Yes No No No No No NA NA NA
SaaS App URL Navigation Yes Yes Yes No No No No No NA NA NA
SaaS App Clipboard Access Yes Yes Yes Yes Yes Yes No No NA NA NA
SaaS App File Download Yes Yes Yes Yes No No No No NA NA NA
SaaS App File Print Yes Yes Yes No No No No No NA NA NA

Recommendation

To get maximum benefits of Analytics, Citrix recommends the following:

  • Windows user: Connect to your Citrix environment using Citrix Workspace app for Windows 1808 or later.

  • Mac user: Connect to your Citrix environment using Citrix Workspace app for Mac 1910 or later.

Note

  • Citrix Receiver for Windows 4.11 has reached End of Life (EOL) in August 2019 and Citrix Receiver for Windows 4.12 will reach End of Life (EOL) in December 2019.

  • For more information on the lifecycle strategy of Citrix Workspace app and Citrix Receiver on all platforms, see Lifecycle Milestones for Citrix Workspace app & Citrix Receiver.

Check 6- Are the user events appearing on the self-service search page in Analytics?

Perform this final check to ensure that the events are being transmitted accurately to Citrix Analytics.

  1. Click Search on the top bar to find and filter user events.

    Search tab

  2. Select the data source to view the corresponding search page and the events.

    Search page

  3. To view the data associated to content collaboration events, select Content Collaboration from the list, select the time of period, and then click Search.

    Search result

For more information, see Self-service search.

Check 7- Are the users being discovered by Analytics?

When events start flowing to Citrix Analytics, the users generating the events are discovered and shown on the Users dashboard. This usually takes approximately a few minutes before you can view them on the dashboard.

  1. Click the Discovered Users link on the Users dashboard to view the complete list of users discovered by Citrix Analytics.

    Discovered users

  2. The Discovered Users page displays the list of all users discovered over a time period. You can view data for the last 1 hour, 12 hours, 1 day, 1 week, or 1 month.

    Discovered users page

If events are being transmitted successfully, your Citrix Analytics environment is performing as expected. Risk indicators are generated when anomalies are detected.

Triggering Virtual Apps and Desktops events, SaaS events, and verifying its transmission to Analytics

This section describes the procedures to trigger Virtual Apps and Desktops events, SaaS events, and verify that Citrix Analytics is actively receiving these user events.

Prerequisites

  • Onboard your Citrix Virtual Apps and Desktops to Citrix Analytics and then enable data processing. For more information, see Citrix Virtual Apps and Desktops data source.

  • Use the correct versions of Citrix Workspace app or Citrix Receiver in the users’ endpoint devices so that the events are accurately sent to Citrix Analytics. For more information, see Citrix Virtual Apps and Desktops requirements.

  • Before triggering the printing event from your virtual desktop, ensure that a printer is configured and provisioned in your Citrix Virtual Apps and Desktops environment. For more information on managing a printer, see Print.

  • For triggering the SaaS events such as SaaS App Launch, SaaS App URL Navigation, SaaS App File Download, you must use a configured SaaS app from Workspace. Commonly used SaaS apps include Salesforce, Workday, Concur, GoTo Meeting.

    • If there are no configured SaaS apps, you must configure and publish a SaaS app. For more information, see Support for Software as a Service apps. When configuring a SaaS app, ensure that the following security options are disabled:

      • Restrict clipboard access

      • Restrict printing

      • Restrict navigation

      • Restrict download

    • If you want to use an already configured SaaS app from your Workspace to trigger the events, ensure that the specified enhanced security options are disabled for the SaaS app:

      1. Go to your Citrix Cloud account and select Library.

        Citrix Cloud library

      2. On the Library page, identify the SaaS app that you want to use for verifying the events. For example, Workday.

      3. Click the ellipses, and select Edit.

        Edit Workday

      4. On the Edit App page, click the down arrow for Enhanced security.

        Enhanced security

      5. Ensure that the following security options are not selected.

        Disable enhanced security

Known issue

Few versions of Citrix Workspace app and Citrix Receiver do not send specific events to Citrix Analytics. Therefore, Citrix Analytics cannot provide insights and generate risk indicators for these events. For more information about the issue and its workaround, see the known issue- CAS-16151.

Procedure

Perform the following steps in sequence to trigger the events in your Citrix Virtual Apps and Desktops deployment and verify that Citrix Analytics is actively receiving these events.

Note

  • The events might take some time to reach Citrix Analytics. Refresh the Citrix Analytics page if you do not see the triggered events.

  • For triggering the SaaS events, this procedure uses the Workday app as an example. You can use any configured SaaS apps from your Workspace to trigger the SaaS events.

  • Account Logon

    1. Launch Citrix Workspace app or Citrix Receiver to access your Workspace or StoreFront.

    2. Enter your credentials to log on to the Citrix Workspace app or Citrix Receiver.

      Workspace app logon

    3. Go to Citrix Analytics.

    4. Click Search and select Apps and Desktops from the list.

      localized image

    5. In the search page, view the data for the Account.Logon event. Expand the row to view the event details.

      Account logon

  • App Start

    1. Launch Citrix Workspace app or Citrix Receiver to access your Workspace or StoreFront.

    2. Launch an application such as calculator.

    3. Go to Citrix Analytics.

    4. Click Search and select Apps and Desktops.

    5. In the search page, view the data for the App.Start event data. Expand the row to view the event details.

      App Start

  • App End

    1. Close the calculator that you have already launched in your Workspace or StoreFront.

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the search page, view the data for the App.End event data. Expand the row to view the event details.

      App End

  • Session Logon and Session Launch

    1. Launch Citrix Workspace app or Citrix Receiver to access your Workspace or StoreFront.

    2. Launch your virtual desktop.

    3. Go to Citrix Analytics.

    4. Click Search and select Apps and Desktops.

    5. In the search page, view the data for the Session.Logon and Session.Launch events. Expand the row to view the event details.

      Session logon and launch

  • File Download

    1. Launch Citrix Workspace app or Citrix Receiver to access your Workspace or StoreFront.

    2. Launch your virtual desktop.

    3. Copy a file from your virtual desktop to your local computer.

    4. Go to Citrix Analytics.

    5. Click Search and select Apps and Desktops.

    6. In the search page, view the data for the File.Download event. Expand the row to view the event details.

      File download

  • Printing

    1. Launch Citrix Workspace app or Citrix Receiver to access Workspace.

    2. Launch your virtual desktop.

    3. Print a document using a printer that is configured with your virtual desktop.

    4. Go to Citrix Analytics.

    5. Click Search and select Apps and Desktops.

    6. In the Search page, view the data for the Printing event. Expand the row to view the event details.

      Printing

  • Session End

    1. Sign out from your virtual desktop. For example, if you are using a Windows virtual desktop, select the Sign out option.

      Sign out virtual desktop

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the search page, view the data for the Session.End event. Expand the row to view the event details.

      Session end

  • SaaS App Launch and SaaS App URL Navigation

    1. Launch Citrix Workspace app or Citrix Receiver to access your Workspace or StoreFront.

    2. Launch a SaaS application such as Workday and wait until the Workday page has loaded. Navigate around the webpages in Workday.

      Note

      Ensure that the Restrict navigate option is disabled in the Enhanced security section. For more information, see Prerequisites.

    3. Go to Citrix Analytics.

    4. Click Search and select Apps and Desktops.

    5. In the search page, view the data for the App.SaaS.Launch and App.SaaS.URL.Navigation events. Expand the row to view the event details.

      Session app launch

  • SaaS App File Print

    1. Print the Workday page that you are currently viewing.

      Note

      Ensure that the Restrict printing option is disabled in the Enhanced security section. For more information, see the Prerequisites.

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the search page, view the data for the App.SaaS.File.Print event. Expand the row to view the event details.

      SaaS file print

  • SaaS App Clipboard Access

    1. From the Workday page, copy some text to your system clipboard.

      Note

      Ensure that the Restrict clipboard access option is disabled in the Enhanced security section. For more information, see the Prerequisites.

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the search page, view the data for the App.SaaS.Clipboard event. Expand the row to view the event details.

      SaaS clipboard access

  • SaaS App File Download

    1. On the Workday page, search for a public document such as whitepaper and download the document.

      Note

      Ensure that the Restrict downloads option is disabled in the Enhanced security section. For more information, see the Prerequisites.

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the Search page, view the data for the App.SaaS.File.Download event. Expand the row to view the event details.

      SaaS file download

  • SaaS App End

    1. Close the Workday page.

    2. Go to Citrix Analytics.

    3. Click Search and select Apps and Desktops.

    4. In the search page, view the data for the App.SaaS.End event. Expand the row to view the event details.

      SaaS app end

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