Troubleshoot

How to collect logs

Citrix Workspace app for ChromeOS provides timestamps for the logs generated by the user device. Citrix Workspace app supports log collection for ongoing virtual desktop and app sessions.

As an end user, you can collect logs to assist with troubleshooting. Logs can be generated on both the user device and the machines. Logs can be for desktops and applications.

Previously, you can collect logs only for sessions launched after selecting Start Logging during an ongoing session. Now, the logs are collected for the ongoing and later sessions until you select Stop Logging.

Logging on user devices

To enable logging:

1. On the user device, launch Citrix Workspace app and navigate to the login page.

2. Select the button with a settings image in the bottom-right corner.

3. In the Settings dialog, select Start Logging.

   Details of the collected log files are listed in the Settings dialog.

4. Select Stop Logging to end the collection of logs on the user device.

Client logs

To collect client logs:

1. Click the Settings button on the bottom right of the Citrix Workspace app Sign In screen.

   

2. Click the Start Logging button under Logging to enable collection of logs.

   

3. The Start Logging button changes to Stop Logging. This change indicates that collection of logs is enabled.

   Close the Account dialog box.

4. Sign into the Citrix Workspace app virtual desktop and launch your virtual app session and reproduce the issue to collect logs.

   

   Continue to work on the session to reproduce the issue.

5. Once the issue is reproduced, close the session.

6. Click the Settings button again to open the Account dialog box.

7. Select the Logging tab.

8. The Logging dialog box shows the list of Log Files captured.

   

9. Moving the mouse on top of any of the Log files shows a small arrow at the right.

   

10. Click the arrow button to download and save the Log file.

11. Save all the log files listed under Log files and share it with the administrator or Citrix support engineer.

12. Click Stop Logging.

Note:

In Kiosk mode, files can be saved to a USB removable device.

Console logs

To collect console logs:

1. Open the chrome://inspect/#apps page in the Google Chrome browser of your Citrix Workspace app.

2. In the Apps tab, click inspect for all Citrix Workspace-related windows: SessionWindow.html, Main.html (and its child nodes).

   

   

3. For each opened developer tool window, click Console. Then, save the entire log by right-clicking and selecting the Save as option.

USB redirection logs

To collect USB redirection logs:

1. Follow the steps in Using Web.config for ChromeOS and enable moreLogs for USB by:

   Adding the moreLogs configuration value to chromeAppPreferences in the web.config file on the StoreFront: chromeAppPreferences ='{"moreLogs":{"usb":true}}'

2. Then, open a new tab in the Google Chrome browser and enter chrome://device-log and share the logs.

   

File transfer logs

The file transfer logs can be retrieved from both the client and the server.

To retrieve file transfer logs from the client:

1. Launch a browser.
2. Go to the following URL to start logging: <storefronturl>/clients/html5client/src/viewlog.html where <storefronturl> is the FQDN or IP address of the StoreFront server where the store is configured.

For more information on file transfer, see HTML5 and Chrome File Transfer Explained.

Microsoft Teams optimization logs

Microsoft Teams optimization supports the latest shim library version 1.8.0.12.

To know the current shim version that you use:

1. Start the Microsoft Teams application and initiate a call with one of the users.

2. Maximize the Microsoft Teams window after the call is established.

3. Open the On-screen keyboard inside the session and click the Ctrl + Alt + Shift + 1 keys. You can now view the log files under the downloads folder.

4. Open the MSTeams Diagnostics Log <date><time>_vdi partner.txt file and search for the shim version under type_script. Compare the shim version with 1.8.0.12.

5. (Optional) If the shim version isn’t 1.8.0.12, contact your administrator to upgrade to the latest version.

Client logs in kiosk mode

To collect the logs in kiosk mode:

1. Connect a removable USB device to your Chromebook.

2. Download the log file.

3. Save the log file in the attached USB device.

   The log file is transferred to the USB device.

Shortcuts

• The keyboard shortcut Ctrl+ Alt + Shift +1 might not work in optimized Microsoft Teams within a virtual desktop. As a workaround, open the On-Screen Keyboard and use the shortcut. [RFHTMCRM-5441]

Enhanced log collection

Starting with version 2411, users can download Citrix Workspace app logs in a zip file, simplifying log retrieval and analysis for better troubleshooting and an improved user experience.

The following are the benefits of the feature:

• Users no longer need to manually gather individual log files.
• The streamlined process makes accessing logs more efficient.
• Easy access to comprehensive logs aids in faster and more effective debugging.

End user experience

On the Logging screen, click Download All logs. The app gathers all relevant log files and compresses them into a zip archive. The downloaded file uses a standardized naming convention, such as CWA_CHROME_LOGS_[timestamp].zip, ensuring clarity and easy identification.

Enhanced troubleshooting with endpoint telemetry in Citrix Director

This feature significantly enhances the ability of admins to troubleshoot and resolve Citrix session issues by analyzing detailed endpoint telemetry data directly in Citrix Director.

Prerequisites

• Citrix Workspace app for ChromeOS 2411 and later
• VDA version 2411 and later
• Citrix Director