Troubleshoot Citrix Analytics

Troubleshooting data transmission issues

This section helps you to troubleshoot data transmission issues while using Citrix Analytics. When data is not transmitted accurately from a data source, you might 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?
3 Does your environment meet all the system requirements?
4 Are all the data sources discovered and data processing enabled?
5 Is user activity triggering events accurately?
6 Are the raw events appearing on the self-service search page?
7 Are users being discovered?

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

If you do not see 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?

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 events. If you do not see any events on the data source cards, make sure 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, user events are not transmitted to Citrix Analytics.

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 Onboarding Procedure
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?

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 active.

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- Is user activity triggering events correctly?

Citrix Analytics receives user events from the data sources if the users using the data sources are active.

Note

Citrix Analytics does not actively pull data from your environment.

If you do not see any events in Citrix Analytics corresponding to your data source, the users might not be active.

To verify that Citrix Analytics accurately receives the user activities, perform the following procedure. This procedure uses the Citrix Content Collaboration data source as an example. You can perform similar procedures for the other Citrix products that you have subscribed.

  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 1808 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 and Workspace app for HTML5 1809 Receiver for Windows 4.11 Receiver for Windows 4.12 Receiver for Mac 12.9.1
Account Logon Yes No Yes Yes Yes No Yes Yes No
Session Logon Yes No Yes Yes Yes Yes Yes Yes No
Session Launch Yes No Yes Yes Yes Yes Yes Yes No
Session End Yes No Yes Yes Yes Yes Yes Yes No
App Start Yes No Yes No Yes Yes Yes Yes No
App End Yes No Yes No Yes Yes Yes Yes No
File Download Yes Yes Yes Yes Yes Yes Yes Yes Yes
Printing Yes Yes Yes No No No Yes Yes Yes
SaaS App Launch Yes Yes No No No Yes NA NA NA
SaaS App End Yes Yes No No No No NA NA NA
SaaS App URL Navigation Yes Yes No No No No NA NA NA
SaaS App Clipboard Access Yes Yes Yes Yes Yes Yes NA NA NA
SaaS App File Download Yes Yes Yes No No No NA NA NA
SaaS App File Print Yes Yes No No No No NA NA NA

Recommendation

To get the full benefit of Citrix Analytics, it is recommended that users connect to their Citrix environment using Citrix Workspace app for Windows 1808 or above.

Note

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

Check 6- Are the raw events appearing on the self-service search page?

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 users being discovered?

When events start flowing to Citrix Analytics, the users generating the events are discovered. This usually takes some time.

  1. Click the Discovered Users link on the 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 Citrix Virtual Apps and Desktops events and verifying its transmission to Citrix Analytics

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

Prerequisites

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.

Procedures

Trigger the following user events in your Citrix Virtual Apps and Desktops deployment and verify that Citrix Analytics is actively receiving the 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.

  • 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 Virtual 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 Virtual 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 Virtual 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 Virtual 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

  • Session End

    1. Sign out from your virtual desktop.

    2. Go to Citrix Analytics.

    3. Click Search and select Virtual 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

  • File Download

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

    2. Launch your virtual desktop.

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

    4. Go to Citrix Analytics.

    5. Click Search and select Virtual 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

  • SaaS App Launch

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

    2. Launch a SaaS application such as Mozilla Firefox.

    3. Go to Citrix Analytics.

    4. Click Search and select Virtual Apps and Desktops.

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

      Session app launch

  • SaaS App URL Navigation

    1. Browse some websites using the Mozilla Firefox browser.

    2. Go to Citrix Analytics.

    3. Click Search and select Virtual Apps and Desktops.

    4. In the search page, view the App.SaaS.URL.Navigation event. Expand the row to view the event details.

      SaaS app url

  • SaaS App File Print

    1. Open a webpage using the Mozilla Firefox browser and print the webpage.

    2. Go to Citrix Analytics.

    3. Click Search and select Virtual 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. Open a webpage using the Mozilla Firefox browser.

    2. Copy some text from a webpage to clipboard.

    3. Go to Citrix Analytics.

    4. Click Search and select Virtual Apps and Desktops.

    5. 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 End

    1. Close the Mozilla Firefox browser that you have already launched in your Workspace or StoreFront.

    2. Go to Citrix Analytics.

    3. Click Search and select Virtual 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

  • SaaS App File Download

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

    2. Open Citrix ShareFile and download some already saved documents.

    3. Go to Citrix Analytics.

    4. Click Search and select Virtual Apps and Desktops.

    5. 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

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