Troubleshoot

How to collect logs

Logging

Citrix Workspace app for Chrome OS provides timestamps for the logs generated by the user device.

As an end user, to assist with troubleshooting connection issues, logs can be generated on both the user device and the machines providing desktops and applications.

To enable logging on user devices

  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

  1. Click the Settings button on the bottom right of the Citrix Workspace app Sign In screen. Settings
  2. Click the Start Logging button under Account to enable collection of logs. Accounts
  3. The Start Logging button changes to Stop Logging. This change indicates that collection of logs is enabled. Stop logging Close the Account dialog box.
  4. Log into the Citrix Workspace app virtual desktop and launch your virtual app session and reproduce the issue to collect logs. Citrix wa 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. The Account dialog box shows the list of Log Files captured. Log files
  8. Moving the mouse on top of any of the Log files shows a small arrow at the right. Arrow
  9. Click the arrow button to download and save the Log file.
  10. Save all the log files listed under Log files and share it with the administrator or Citrix support engineer.
  11. Click Stop Logging.

Note:

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

Console logs

Note:

  • Starting from release version 2205 and later, the console logs are a part of the client logs. Hence, collecting the client logs alone can suffice.
  1. Open 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). Chrome inspects Inspect
  3. For each opened developer tool window, click Console. Then, save the entire log by right-clicking and selecting the Save as option. Console

USB redirection logs

  1. Follow the steps in Using Web.config for Chrome OS 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. Device log

File transfer logs

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

To retriever 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. Launch 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 Ctrl + Alt + Shift + 1 keys. You can now view the log files under the downloads folder.
  4. Open the MSTeams_Diagnostics Log <date><time>.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 is not 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.
Troubleshoot