Troubleshooting

This article explains how to troubleshoot the Browser Data Encryption feature.

  1. Check if the Browser Data Encryption service is running by running the following commands:

    sc query CtxPkm
    sc query CtxAdpPolicy
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  2. If the Browser Data Encryption service is not running, run the following command to start the service:

    sc start CtxPkm
    sc start CtxAdpPolicy
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  3. Check if the relevant drivers are running by running the following commands:

    sc query CtxSupport
    sc query CtxIsolate
    sc query CtxDt2
    sc query CtxDs2
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  4. If the required drivers are not running, run the following command to start them:

    sc start CtxSupport
    sc start CtxIsolate
    sc start CtxDt2
    sc start CtxDs2
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  5. If the Browser Data Encryption feature is still not working, collect the logs and contact contact-data-protection@cloud.com.

Collecting logs

To collect Browser Data Encryption logs, navigate to C:\Program Files (x86)\Citrix\CTXReceiverLogs and collect logs.

To collect logs for the Virtual Delivery Agent, do the following steps:

  1. To get traces from the Browser Data Encryption service through CDF control, select all the modules as selected in the following image:

    CDF traces

  2. In certain cases, you might have to capture CDF traces from a different machine. For more information, see CTX237216.

Troubleshooting