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

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 logging configuration

  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, or download a single log.

    Image of analyzing support logs

    Note:

    If you select multiple log files, only Download All is available.

  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.
    • Download: The console downloads only the single log file type selected. The console also downloads any archived logs for that same type.

    Image of debug log example