Citrix Application Delivery Management service

Troubleshoot issues using the diagnostic tool


The diagnostic tool is applicable only for the ADC instances onboarded or to be onboarded using the ADM service connect based low-touch onboarding.

For more information, see Low-touch onboarding of Citrix ADC instances using Citrix ADM service connect.

When you onboard an ADC instance onto Citrix ADM service, you might experience few issues that prevent the ADC instance from successful onboarding. As an administrator, you must know the reason for the onboarding failure. You can perform diagnostic checks using the diagnostic tool when you:

  • Experience any issues during auto-onboarding or script-based onboarding

  • Want to ensure if the ADC instance is ready to onboard

  • Want to analyze issues for the already onboarded ADC instances that show “Down” status in the ADM GUI

After analyzing the issues, you can troubleshoot and then onboard the ADC instances to ADM service. If the issues still persist even after troubleshooting, you can contact Citrix support. When you contact Citrix support, you must provide the ADM service connect configuration information that is displayed after you run the diagnostic tool. You can view the ADM service connect configuration information details in the Use the diagnostic tool section in this document.

Use the diagnostic tool

The diagnostic tool is available as part of the mastools upgrade (13.1-2.x or later) and accessible at /var/mastools/scripts. You can verify the mastools version by running the cat /var/mastools/version.txt command in the ADC instance.

To run the diagnostic tool:

  1. Using an SSH client, log on to the ADC instance.

  2. Type shell and press Enter to switch to bash mode.

  3. Type cd /var/mastools/scripts.

  4. Type sh mastools_diag.

The tool starts and displays the results for the following diagnostic checks:

  • nsremotexec

  • DNS configuration

  • Internet connection

  • Instance to ADM connection

  • User privilege

The following is an example of diagnostic results for an ADC instance that has no issues:

Diagnostic results for no issues ADC instance

  • 1 – Displays the type of diagnostic check

  • 2 – Displays the diagnostic check results either in green or in red. Green indicates the result is successful and red indicates the result is not successful.

  • 3 – Displays the ADM service configuration information in yellow each time you run the diagnostic tool. If you want to contact Citrix support, you must provide this information.

Validate the ADC instance readiness for onboarding

Before you onboard the ADC instance to ADM service, you can check the readiness of the ADC instance, by running the diagnostic tool on the ADC instance. If the ADC instance has no issues and ready to onboard, the tool displays the device not claimed on ADM message.

Device not claimed on ADM


The following are some of the ADC instance issues and their troubleshooting steps:

Invalid user name or password

Invalid credentials

Workaround: Ensure the user name and password provided in the Admin profile are correct. If you have modified the ADC instance password, you must modify the admin profiles of the instances. For more information, see Modify the admin profile.

DNS configuration error

DNS configuration error

Workaround: Ensure the DNS is configured or the DNS IP address is valid. For more information, see DNS configuration.

No internet connection

Workaround: Ensure that the firewall setting is not blocking the internet access and the required proxy is configured.

No connection to ADM service endpoint

Workaround: Ensure to check firewall settings and the following ADM service endpoints are not blocked in firewall:





If no issue found in the diagnostic checks and the no connection issue still persists, make a note of the ADM service configuration information (available in yellow) and contact Citrix support.

Troubleshoot issues using the diagnostic tool