Note: The current NetScaler 1000V release does not support this feature.
The Call Home feature monitors your NetScaler appliance for critical error conditions. Call Home registers your appliance with the Citrix Technical Support server. If your appliance is successfully registered with the Support server, Call Home automatically uploads system data to that server in the event that one of the conditions occurs. The NetScaler Appliance keeps a full log of all upload events. If you are unable to correct the problem after reviewing the appliance's log, you can contact the Citrix Technical Support team and open a service request. The team can analyze the uploaded system data and recommend possible solutions.
The Call Home feature is supported on all three platforms of NetScaler ADC.
Note: CallHome support has been extended for VPX appliances that obtain their licenses from external or central licensing pools. However, the feature remains same as for a standard VPX appliance.
Note: Monitoring of other SDX components is not supported.
To implement Call Home, you must do the following:
Authenticating the appliance. If your NetScaler appliance does not have direct Internet connectivity, you can configure a proxy server through which system logs generated by Call Home feature are uploaded to the Citrix server. When using a proxy server, Call Home provides three types of security authentication.
1. No authentication. If both the appliance and the proxy server are located at the customer end, no authentication is needed.
2. Proxy Server authentication. One-way authentication, in which the proxy server is authenticated by the NetScaler appliance. To configure one-way proxy server authentication, do the following:
3. NetScaler and Proxy Server authentication. Two-way authentication, in which the NetScaler appliance is also authenticated. To configure a two-way authentication, do the following:
Enabling Call Home. By default, the Citrix Call Home feature is disabled on the appliance. You must first enable the service to register the appliance for critical error conditions.
Registering a NetScaler appliance. The appliance has to be registered to the Citrix Technical Support server before Call Home can upload the system data to the server when predefined error conditions occur on the appliance.to the Citrix technical support server.
The following table lists the error conditions that Call Home currently monitors on a NetScaler appliance:
|Error Condition||Indicates||Call Home Monitoring Interval||Corresponding SNMP Alarm Name|
|Compact flash drive errors||The compact flash drive on the appliance that encountered read or write errors.||24 hours||COMPACT-FLASH-ERRORS|
|Hard disk drive errors||The hard drives on the appliance that encountered read or write errors.||24 hours||HARD-DISK-DRIVE-ERRORS|
|Power supply unit failure||One of the power supply units on the NetScaler appliance has failed.||7 seconds||POWER-SUPPLY-FAILURE|
|SSL card failure||One of the SSL cards on the NetScaler appliance has failed.||7 seconds||SSL-CARD-FAILED|
|Warm restart||The appliance has warm restarted due to a failure of a system process.||After every restart of the NetScaler appliance.||WARM-RESTART-EVENT|
The Call Home process checks the registration status. If the status indicates successful registration, the process advances to the next step.
The Call Home tar file has the following name format:
collector_callhome_<NSIP of the appliance>_<P for Primary or standalone, or S for Secondary>_<date>_<hours, in 24 hr format, according to the local time zone>_<minutes>.tar.gz. For example, collector_callhome_10.105.13.100_P_2Feb2012_20_30.tar.gz.
Creating a technical support service request . After you review the logs and SNMP trap messages for Call Home upload events, you have the option of contacting the Citrix Technical Support team and opening a service request. For more information about contacting the team and opening a service request, see http://support.citrix.com/article/CTX132307.
The Support team can then analyze the system data in the uploaded Call Home tar files and sends recommendations for possible solutions to the administrator's email address.
Before you begin configuring Call Home, do the following:
Configuring Call Home on the NetScaler appliance consists of the following tasks:
If you enable the Citrix Call Home service, it automatically generates a support case and uploads the system data to the Technical Support server if a critical hardware error, such as failure of a hard disk drive (HDD), Compact Flash (CF) device, SSL card, or power supply unit (PSU), occurs in the NetScaler appliance.
set callhome –proxyMode Yes –proxyAuthService callhome_proxy -port 80
Set callhome -proxyAuthService <string> -port <port|*> -proxyMode ( YES | NO )
> enable ns feature ch Done > show callhome Callhome feature: ENABLED Registration with Citrix upload server IN PROGRESS E-mail address configured: Proxy mode:NO Ipaddress: Port:0 Trigger event State First occurrence Latest occurrence ------------- ----- ---------------- ----------------- 1) Compact flash errors Enabled .. .. 2) Hard disk drive errors Enabled .. .. 3) Power supply unit failure Enabled .. .. 4) SSL card failure Enabled .. .. 5) Warm restart Enabled N/A .. Done > show callhome Callhome feature: ENABLED Registration with Citrix upload server SUCCESSFUL E-mail address configured: Proxy mode:NO Ipaddress: Port:0 Trigger event State First occurrence Latest occurrence ------------- ----- ---------------- ----------------- 1) Compact flash errors Enabled .. .. 2) Hard disk drive errors Enabled .. .. 3) Power supply unit failure Enabled .. .. 4) SSL card failure Enabled .. .. 5) Warm restart Enabled N/A .. Done
> set callhome -emailAddress firstname.lastname@example.org Done > set callhome –proxyMode Yes –IPAddress 10.102.167.33 –port 80 Done > show callhome E-mail address configured: email@example.com Proxy mode:YES Ipaddress: 10.102.167.33 Port:80 Trigger event State First occurrence Latest occurrence ------------- ----- ---------------- ----------------- 1) Compact flash errors Enabled .. .. 2) Hard disk drive errors Enabled .. .. 3) Power supply unit failure Enabled .. .. 4) SSL card failure Enabled .. .. 5) Warm restart Enabled N/A .. Done
> set callhome ipAddress 10.0.0.1 -port 80 -proxyMode yes Done
Navigate to System > Diagnostics and under Technical Support Tools, select Call Home option to select the proxy authentication service type.