Product Documentation

Generate a tech support file

Citrix recommends that you generate an archive of Citrix Application Delivery Management (Citrix ADM) data and statistics before contacting technical support for debugging an issue. The archive is a TAR file that you can send to the technical support team.

Note

For Citrix ADM servers in a high availability mode, you can generate a technical support file from either of the servers. Citrix advises you to not use the load balancing virtual server IP address to generate the technical support file.

To configure and send a technical support file from Citrix ADM:

  1. Navigate to System > Diagnostics > Technical Support, and then click Generate Technical Support File.

  2. On the Generate Support File page, select the following options:

  • Collect Debug Logs – Select this option to collect afdecoder logs.
  • Duration – Enter the duration for which debug logs should be collected. You will only see this option, if you enable the Collect Debug Logs option.
  • Collect Data Distribution – Select this option to collect distinct and diverse logs from the database.

     The archive file is created as a TAR file.
    
     For example, the archive file that is created might be named as follows:   Citrix_ADM_<ADM_IP_address>_<DDMMYY>_<time_stamp>.tar.gz
    
  1. You can send the technical support files to the support team in two ways:

    1. You can download the file from the ADM GUI to your local storage and then use a web browser to upload to CIS.

    2. You can also upload the technical support files to Citrix Insight Services (CIS) website by running a script on the ADM console.

      1. Using SSH, log on to the ADM console.
      2. Switch to Shell prompt and type:

        /mps/collector_upload.pl

The full command is given below with the attributes you need to provide:

/mps/collector_upload.pl [-proxy [<proxy_user>:<proxy_password>@]<proxy_host>:<proxy_port>] [-user <user>] [-password <password>] [-sr <sr>] [-description <description>] [-debug] <file>

The advantage of running the Perl script is that you don’t have to download the technical support file from ADM to your local system and then upload it to CIS. As an option, you can upload the file to CIS directly by using a proxy from ADM console.

Ensure that you have an account on CIS. You can use your Citrix account credentials to upload files to CIS.

What if you don’t have a proxy server? Or what if you are facing some issues with SSL forward proxies? (This can happen if the Perl script does not trust the proxy server’s root certificate.) You can still upload the file directly from ADM shell to CIS.

Note

You can still download the file and email them to the Citrix technical support team in a situation where ADM fails to upload the file to CIS from the console. Or, you can download the file from ADM to your local storage and then use a web browser to upload to CIS.

Generate a tech support file

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