Monitor and support

You can use the Endpoint Management Dashboard and the Endpoint Management Support page to monitor and troubleshoot your Endpoint Management server. Use the Endpoint Management Support page to access support-related information and tools.

In the Endpoint Management console, click the wrench icon in the upper-right corner.

Image of Support icon

The Troubleshooting and Support page appears.

Use the Endpoint Management Support page to:

  • Access diagnostics.
  • Access links to Citrix Product Documentation and the Knowledge Center.
  • Access log operations.
  • Use advanced configuration options.
  • Access a set of tools and utilities.

You can also view information at a glance by accessing your Endpoint Management console dashboard. With this information, you can see issues and successes quickly by using widgets.

Image of Analysis Dashboard

The dashboard is usually the page that first appears when you sign on to the Endpoint Management console. To access the dashboard from elsewhere in the console, click Analyze. Click Customize on the dashboard to edit the layout of the page and to edit the widgets that appear.

  • My Dashboards: You can save up to four dashboards. You can edit these dashboards separately and view each one by selecting the saved dashboard.
  • Layout Style: In this row, you can select how many widgets appear on your dashboard and how the widgets are laid out.
  • Widget Selection: You can choose which information appears on your dashboard.
    • Notifications: Mark the check box above the numbers on the left to add a Notifications bar above your widgets. This bar shows the number of compliant devices, inactive devices, and devices wiped or enrolled in the last 24 hours.
    • Devices By Platform: Displays the number of managed and unmanaged devices by platform.
    • Devices By Carrier: Displays the number of managed and unmanaged devices by carrier. Click each bar to see a breakdown by platform.
    • Managed Devices By Platform: Displays the number of managed devices by platform.
    • Unmanaged Devices By Platform: Displays the number of unmanaged devices by platform. Devices that appear in this chart might have an agent installed, but their privileges are revoked or the devices are wiped.
    • Devices By ActiveSync Gateway Status: Displays the number of devices grouped by ActiveSync Gateway status. The information shows Blocked, Allowed, or Unknown status. You can click each bar to break down the data by platform.
    • Devices By Ownership: Displays the number of devices grouped by ownership status. The information shows corporate-owned, employee-owned, or unknown ownership status.
    • Android TouchDown License Status: Displays the number of devices that have a TouchDown license.
    • Failed Delivery Group Deployments: Displays the total number of failed deployments per package. Only packages that have failed deployments appear.
    • Devices By Blocked Reason: Displays the number of devices blocked by ActiveSync
    • Installed Apps: Type an app name for a graph of app information.
    • VPP Apps License Usage: Displays license usage statistics for Apple Volume Purchase Program apps.

With each widget, you can click the individual parts to drill down for more information.

Image of Analysis Dashboard drill down

You can also export the information as a .csv file by clicking the Action drop-down.

Image of Analysis Dashboard menu

Monitor page for help desk administrators

You can monitor and troubleshoot Endpoint Management on the Monitor page. This interface is customized for help desk administrators to carry out user-based troubleshooting efficiently.

Help Desk administrators must have the following permissions to access the Monitor page and all available workflows:

  • Authorized access
    • Admin console access
    • Public api access
  • Console Features
    • Monitor
    • Devices
    • Full Wipe Device
    • View Locations
      • Locate Device
      • Track Device
    • Lock device
    • Unlock device
    • App Lock
    • App Wipe
    • App

The Monitor page gives you a consolidated view of device policies and configuration. The view includes troubleshooting actions such as app lock/unlock, app wipe, device lock/unlock, and device wipe.

Image of Citrix Cloud Monitor screen

Use the Monitor page to:

  • Search for an Active Directory (AD) user and device you want to troubleshoot.
  • Analyze the Device Details page containing:
    • Policies: Displays device and app policies for the selected device and app. For information about modifying policies, see Device policies and Add apps.
    • Configuration: Displays the device configuration. This panel includes icons that indicate whether the device has location services enabled, is jailbroken, and is MAM/MDM managed. The panel also shows the storage encryption status.
    • Running Applications table: Displays the details of the applications currently running on the device.
  • Troubleshoot the device. Security actions available on this page are based on the enrollment of the device, and the permissions available to the logged in administrator:
    • Device lock/unlock
    • Device wipe
    • App lock/unlock (available if the device is MAM enrolled)
    • App wipe (available if the device is MAM enrolled)

For more information about the actions you can take, see Security actions.

The Monitor page might not operate as expected 60 minutes after it was last loaded, because it does not handle refreshes of the login token. As a workaround, refresh the token by reloading the page: Click the Citrix Cloud link on your service console and then click Endpoint Management > Manage > Monitor.

Access to Endpoint Management Tools from the console

You can access these Endpoint Management Tools from the Endpoint Management console:

  • Endpoint Management Analyzer – Identify and triage potential issues with your deployment.
  • APNs Portal – Submit a request to Citrix to sign an APNs certificate, which you then submit to Apple.
  • Auto Discovery Service – Request and configure Auto Discovery for Endpoint Management in your domain.
  • Manage Push Notifications – Manage push notifications for iOS and Windows mobile apps.
  • MDX Service – Wraps apps that you can then manage by using Endpoint Management.

To access these tools, go to Settings > Endpoint Management Tools. This page is available to users with the Cloud Admin or Customer Admin role.

Image of Endpoint Management Tools screen

Logs

You can configure log settings to customize the output of logs that Endpoint Management generates. If you have clustered Endpoint Management servers, when you configure log settings in the Endpoint Management console, those settings are shared with all other servers in the cluster.

  1. In the Endpoint Management console, click the wrench icon in the upper-right corner of the console. The Support page appears.

  2. Under Log Operations, click Log Settings. The Log Settings page appears.

    Image of logging configuration

    On the Log Settings page you can access the following options:

    • Log Size. Use this option to control the size of the log file and the maximum number of log backup files retained in the database. Log size applies to each of the logs (debug log, Admin activity log, and user activity log).
    • Log level. Use this option to change the log level or to persist settings.
    • Custom Logger. Use this option to create a custom logger. Custom logs require a class name and the log level.

To configure the Log Size options

  1. On the Log Settings page, expand Log Size.

    Image of logging configuration

  2. Configure these settings:

    • Debug log file size (MB): In the list, click a size between 5 MB and 20 MB to change the maximum size of the debug file. The default file size is 10 MB.
    • Maximum number of debug backup files: In the list, click the maximum number of debug files retained by the server. By default, Endpoint Management retains 50 backup files on the server.
    • Admin activity log file size (MB): in the list, click a size between 5 MB and 20 MB to change the maximum size of the admin activity file. The default file size is 10 MB.
    • Maximum number of admin activity backup files: In the list, click the maximum number of admin activity files retained by the server. By default, Endpoint Management retains 300 backup files on the server.
    • User activity log file size (MB): In the list, click a size between 5 MB and 20 MB to change the maximum size of the user activity file. The default file size is 10 MB.
    • Maximum number of user activity backup files: In the list, click the maximum number of user activity files retained by the server. By default, Endpoint Management retains 300 backup files on the server.

To configure Log Level options

Log level lets you specify what type of information Endpoint Management collects in the log. You can set the same level for all classes or you can set individual classes to specific levels.

  1. On the Log Settings page, expand Log level. The table of all log classes appears.

    Image of logging configuration

  2. Do one of the following:

    • Click the check box next to one Class and then, click Set Level to change just this class’s log level.
    • Click Edit all to apply the log level change to all classes in the table.

    The Set Log Level dialog box lets you set the log level. You can also select whether to have log level settings persist when you restart the server.

    Image of logging configuration

    • Class Name: This field is All when you are changing the log level for all classes or it displays the individual class name. The value is not editable.
    • Sub-class name: This field is All when you are changing the log level for all classes. Otherwise, this field shows the individual sub-class name. The value is not editable.
    • Log level: In the list, click a log level. The supported log levels include:
      • Fatal
      • Error
      • Warning
      • Info
      • Debug
      • Trace
      • Off
    • Included Loggers: This field is blank when you are changing the log level for all classes. Otherwise, this field shows the currently configured loggers for an individual class. The value is not editable.
    • Persist settings: If you want the log level settings to persist when you restart the server, select this check box. An unselected check box means that the log level settings revert to their defaults when you restart the server.
  3. Click Set to commit your changes.

To add a Custom Logger

  1. On the Log Settings page, expand Custom Logger. The Custom Logger table appears. If you haven’t added any custom loggers, the table is initially empty.

    Image of logging configuration

  2. Click Add. The Add custom logger dialog box appears.

    Image of logging configuration

  3. Configure these settings:

    • Class Name: This field is Custom. The value is not editable.
    • Log level: In the list, click a log level. The supported log levels include:
      • Fatal
      • Error
      • Warning
      • Info
      • Debug
      • Trace
      • Off
    • Included Loggers: Type the specific loggers you want to include in the custom logger or leave the field blank to include all loggers.
  4. Click Add. The custom logger is added to the Custom Logger table.

    Image of logging configuration

To delete a Custom Logger

  1. On the Log Settings page, expand Custom Logger.

  2. Select the custom logger you want to delete.

  3. Click Delete. A dialog box appears asking whether you want to delete the custom logger. Click OK.

    Important:

    You cannot undo this operation.

View and analyze log files in Endpoint Management

  1. In the Endpoint Management console, click the wrench icon in the upper-right corner of the console. The Support page opens.

  2. Under Log Operations, click Logs. The Logs page appears. Individual logs appear in a table.

    Image of support logs

  3. Select the log you want to view:

    • Debug Log Files contain information useful for Citrix Support, such as error messages and server-related actions.
    • Admin Audit Log Files contain audit information about activity on the Endpoint Management console.
    • User Audit Log Files contain information related to configured users.
  4. Use the actions at the top of the table to download all, view, rotate, download a single log, or delete the selected log.

    Image of analyzing support logs

    Note:

    • If you select multiple log files, only Download All and Rotate are available.
    • If you have clustered Endpoint Management servers, you can only view the logs for the server to which you are connected. To see logs for other servers, use one of the download options.
  5. Do one of the following:

    • Download All: The console downloads all the logs present on the system (including debug, admin audit, user audit, server logs, and so on).
    • View: Shows the contents of the selected log below the table.
    • Rotate: Archives the current log file and creates a file to capture log entries. A dialog box appears when archiving a log file. Click Rotate to continue.
    • Download: The console downloads only the single log file type selected. The console also downloads any archived logs for that same type.
    • Delete: Permanently removes the selected log files.

    Image of debug log example