Citrix provides two forms of support: free, self-help support on the Citrix Support website and paid-for Support Services, which you can purchase from the Support site. With Citrix Technical Support, you can open a Support Case online or contact the support center by phone if you experience technical difficulties.
The Citrix Knowledge Center hosts several resources that might be helpful to you in the event of odd behavior, crashes, or other problems. Resources include: Forums, Knowledge Base articles, White Papers, product documentation, hotfixes, and other updates.
If you experience technical difficulties with the Citrix Hypervisor server, this section is meant to help you solve the problem if possible. If it isn’t possible, use the information in this section to gather the application logs and other data that can help your Solution Provider track and resolve the issue.
For information about troubleshooting Citrix Hypervisor installation issues, see Troubleshoot the installation. For information about troubleshooting virtual machine issues, see Troubleshoot VM problems.
We recommend that you follow the troubleshooting information in this section solely under the guidance of your Solution Provider or the Support team.
In some support cases, serial console access is required for debug purposes. Therefore, when setting up your Citrix Hypervisor configuration, it is recommended that serial console access is configured. For hosts that do not have physical serial port (such as a Blade server) or where suitable physical infrastructure is not available, investigate whether an embedded management device, such as Dell DRAC or HP iLO can be configured.
For information on setting up serial console access, see CTX121442.
Use the Health Check feature to generate and upload the server status report to Citrix Insight Services (CIS) and to receive CIS analysis reports in XenCenter.
When you connect any eligible pool to XenCenter, you are prompted to enable Health Check for the pool. During the enrollment process, you can take the following actions:
- Specify the schedule to use for uploading the server status report automatically to CIS
- Enter Citrix Hypervisor credentials that are used to establish a connection with the pool
- Authenticate your uploads with CIS
After the pool is successfully enrolled to Health Check, you receive notifications in XenCenter regarding the health of the pool. This feature enables you to monitor proactively the health of the Citrix Hypervisor systems based on the report that CIS generates.
To use the Health Check feature:
All hosts in the pool must be running Citrix Hypervisor 8.1
Connect to the Citrix Hypervisor pool using XenCenter shipped with Citrix Hypervisor 8.1
XenCenter must have access to the internet
The Health Check Service must be installed and running on the XenCenter machine.
If using Active Directory (AD), you must have a Pool Operator or a higher role
For detailed information about Health Check and for step-by-step instructions on enrolling a pool to Health Check, see Health Check.
Citrix Hypervisor server logs
XenCenter can be used to gather Citrix Hypervisor server information.
Click Server Status Report in the Tools menu to open the Server Status Report task. You can select from a list of different types of information (various logs, crash dumps, and so on). The information is compiled and downloaded to the machine that XenCenter is running on. For more information, see the XenCenter documentation.
Additionally, the Citrix Hypervisor server has several CLI commands that collate the output of logs and various other bits of system information using the utility
xen-bugtool. Use the xe command
host-bugreport-upload to collect the appropriate log files and system information and upload them to the Support FTP site. For a full description of this command and its optional parameters, see
host-bugreport-upload . If you are requested to send a crashdump to the Support team, use the xe command
host-crashdump-upload. For a full description of this command and its optional parameters, see
Citrix Hypervisor server logs may contain sensitive information.
Sending host log messages to a central server
Rather than have logs written to the control domain filesystem, you can configure your Citrix Hypervisor server to write them to a remote server. The remote server must have the
syslogd daemon running on it to receive the logs and aggregate them correctly. The
syslogd daemon is a standard part of all flavors of Linux and Unix, and third-party versions are available for Windows and other operating systems.
Set the syslog_destination parameter to the hostname or IP address of the remote server where you want the logs to be written:
xe host-param-set uuid=BRAND_SERVER_host_uuid logging:syslog_destination=hostname
Run the command:
xe host-syslog-reconfigure uuid= BRAND_SERVER_host_uuid
To enforce the change. (You can also execute this command remotely by specifying the
XenCenter also has client-side log. This file includes a complete description of all operations and errors that occur when using XenCenter. It also contains informational logging of events that provide you with an audit trail of various actions that have occurred. The XenCenter log file is stored in your profile folder. If XenCenter is installed on Windows 2008, the path is
If XenCenter is installed on Windows 8.1, the path is
To locate the XenCenter log files - for example, when you want to open or email the log file - click View Application Log Files in the XenCenter Help menu.
Troubleshooting connections between XenCenter and the Citrix Hypervisor server
If you have trouble connecting to the Citrix Hypervisor server with XenCenter, check the following:
Is your XenCenter an older version than the Citrix Hypervisor server you are attempting to connect to?
The XenCenter application is backward-compatible and can communicate properly with older Citrix Hypervisor servers, but an older XenCenter cannot communicate properly with newer Citrix Hypervisor servers.
To correct this issue, install the XenCenter version that is the same, or newer, than the Citrix Hypervisor server version.
Is your license current?
You can see the expiration date for your license access code in the Citrix Hypervisor server General tab under the License Details section in XenCenter.
For more information on licensing a host, see Licensing.
The Citrix Hypervisor server talks to XenCenter using HTTPS over the following ports:
- Port 443 (a two-way connection for commands and responses using the management API)
- Port 5900 for graphical VNC connections with paravirtualized Linux VMs.
If you have a firewall enabled between the Citrix Hypervisor server and the machine running the client software, ensure that it allows traffic from these ports.
Other troubleshooting information
The following articles provide troubleshooting information about specific areas of the product: