Advanced Troubleshooting on Windows
The following guide provides a systematic approach to gathering issue-specific logs, reducing communication between the end user and the engineer responsible for triaging the issue.
Application is unresponsive after installing CWA with App Protection
- Collect Citrix Workspace app logs as mentioned in the log collection section.
- Collect System details as mentioned in the System details section.
- Collect Issue Environment as mentioned in the Issue Environment section.
- Collect Environment Details as mentioned in the Environment Details section.
- Collect Other details as mentioned in the Other details section.
- For performance issues like process hang, capture a full memory dump of the concerned process using:
procdump -ma 1234 C:\dumps\myprocess.dmp-
1234is the process ID of the concerned app. -
C:\dumps\myprocess.dmpis the path to the dump file.
- Save all the logs collected in a zip file and upload it in Citrix Support case.
Application crashes after installing CWA with App Protection
- Collect Citrix Workspace app logs as mentioned in the log collection section.
- Collect System details as mentioned in the System details section.
- Collect Issue Environment as mentioned in the Issue Environment section.
- Collect Environment Detailsas mentioned in the Environment Details section.
- Collect Other details as mentioned in the Other details section.
- Configure Windows to capture full memory dumps for crashing applications. Refer to MSDN for details Collecting User-Mode Dumps
- Save all the logs collected in a zip file and upload it in Citrix Support case.
System encounters BSOD when CWA is installed with AppProtection
- Collect Citrix Workspace app logs as mentioned in the log collection section.
- Collect System details as mentioned in the System details section.
- Collect Issue Environment as mentioned in the Issue Environment section.
- Collect Environment Details as mentioned in the Environment Details section.
- Collect Other details as mentioned in the Other details section.
- Note down the Stop error code displayed on the BSOD page
- Configure Windows to collect a full memory dump for BSOD. Follow the link for guidance Generate a Kernel or Complete Crash Dump
- Save all the logs collected in a zip file and upload it in Citrix Support case.
Application is not behaving in the expected way after installing CWA with App Protection
If the application exhibits unexpected behavior, such as slowness, graphical corruption, or keyboard issues, follow the following steps:
- Collect Citrix Workspace app logs as mentioned in the log collection section.
- Collect System details as mentioned in the System details section.
- Collect Issue Environment as mentioned in the Issue Environment section.
- Collect Environment Details as mentioned in the Environment Details section.
- Collect Other details as mentioned in the Other details section.
- Save all the logs collected in a zip file and upload it in Citrix Support case.
System Details
- To obtain advanced system details, run the following command and provide the resulting .nfo file:
- msinfo32 /nfo
C:\path\to\output\systeminfo.nfo - Save the
.nfofile to be shared across with Citrix
- msinfo32 /nfo
-
Use the following PowerShell command to list installed applications and save the output to a file:
Get-WmiObject -Query "SELECT * FROM Win32_Product" | Select-Object -Property Name, Version | Out-File -FilePath "C:\path\to\your\installed_apps.txt" - Save the
installed_apps.txtfile, which is to be shared with Citrix.
Issue Environment
- Upgrade Details: Include information on recent OS, CWA, or software upgrades, specifying previous and updated patch or version details.
- Upgrade Method: Indicate whether the upgrade was manual or via auto-update.
- System Restart: Confirm if the system was restarted post-installation.
- Software-Specific Issues: Provide comprehensive details if the issue relates to specific software.
- Configuration Settings: Include relevant configurations such as GACS, MDM, SPA, GPIO, Director-Monitor, or App Protection.
- Reproduction Steps: Offer detailed steps for reproducing the issue.
- Issue Frequency: Specify how often the issue occurs (for example, Always, Once, 1/10, 5/10).
Environment Details
- Setup Type: Specify if the environment is On-premises, Cloud, or Hybrid.
- Gateway Details: Provide information on any gateways in use.
- CVAD Version: State the version of Citrix Virtual Apps and Desktops.
- Broker Version: Mention the broker version in use.
- StoreFront/WSP Version: Include the version details of StoreFront or Workspace Services Platform.
- Anti-virus and Anti-malware: List installed security software with version information.
- Virtualization Software: Mention any virtualization software in use.
- Video Recording: Provide a recording of the issue for better analysis.
Other Details
- Test Setup and Credentials: Provide access to a test environment with credentials for accurate issue replication and testing.
- Customer Contact for Debugging: Share the contact details of a knowledgeable customer representative to assist in troubleshooting.
- Compatibility and Vendor Collaboration: Share support tickets for compatibility issues with other vendors to facilitate collaboration.
- Impacted Devices: Report the number of affected devices to prioritize and allocate resources for resolution.
Advanced Troubleshooting on Windows
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