Product Documentation

How to collect technical support bundle from a Citrix ADC appliance

A Citrix ADC appliance has a built-in mechanism to collect log files. The log files are in turn sent to Citrix Insight Services for analysis.

Note: All procedures are applicable for software release 9.2 or later.

Download technical support bundle from Citrix ADC MPX and VPX appliances

To run a collector file by using the Citrix ADC GUI, you must complete the following procedure:

Note: The procedure is applicable for software release 9.2 or later.

  1. Navigate to System > Diagnostic.
  2. In the Technical Support Tools section, click Generate Support File link.
  3. In the Tech Support page, set the following parameters:

    1. Scope. To collect data from one or more nodes.
    2. Partition. Name of the partition.
    3. Citrix Technical Support pload Options. Set all options such as proxy server, service case number, collector archive file name. and a brief decription of the archive file for uploading the technical support bundle.
    4. My Citrix Account. Enter your Citrix credentials.
  4. Click Run.
  5. The Technical Support bundle is generated.
  6. Click Yes to download the Technical support bundle to your local desktop.

Obtain technical support bundle by using the command interface

  1. Download the file from the appliance using a Secure FTP (SFTP) or Secure Copy (SCP) utility, such as WinSCP, and upload it to Citrix Insight Services for analysis.

    Note: In NetScaler software release earlier than 9.0, the collector script must be downloaded separately and executed.

    > show techsupport -scope CLUSTER

  2. This will collect show techsupport information from all nodes in the cluster and compress the files into a single archive.
  3. After the appliance generates the collector archive the location of the file is displayed as shown in the following screen shot.

    Location of the tech support bundle

The file is stored in /var/tmp/support and you can verify it by logging into a Citrix ADC appliance and running the following command from a shell prompt.

root@NS# cd /var/tmp/support/ root@NS# ls -l

Obtain technical support bundle by using the GUI

In order to generate the collector file from Graphical User Interface (GUI) please select “Partition” option from the Scope.

  1. In the Tech Support page, enter the details and click Run. Wait for the script to generate the collector archive.
  2. After the appliance generates the collector archive, download and save the file on your local computer before uploading it to Citrix Insight Services.

Upload and run collector script on Citrix ADC appliance

To upload and run the updated collector script on a NetScaler appliance, complete the following procedure:

Note: The procedure is applicable for software release 9.2 or later.

  1. Copy the updated collector script showtechsupport.pl (attached with this article) to the /nsconfig directory of the NetScaler appliance. Use an SFTP or SCP utility, such as WinSCP, to copy the file to the NetScaler appliance.
  2. Run the following commands from the CLI of the appliance:
    > shell
    # cd /nsconfig
    # chmod +x showtechsupport.pl
    # ./showtechsupport.pl
  1. Switch to the CLI of the appliance.
  2. Run the following command to create log files for analysis:

    > show techsupport

    The collector_<NSIP>_<P/S>_<DateTime>.tgz file is created in the /var/tmp/support directory of the appliance.

    Note: You must then upload the .tgz file to Citrix Insight Services for analysis.

  3. If you must uninstall this script, run the following commands from the CLI of the appliance:

    > shell rm /nsconfig/showtechsupport.pl

Obtain diagnostic bundle from Citrix ADC SDX

  1. Open the NetScaler SDX Configuration Utility with the NetScaler SDX Management IP address from a web browser.
  2. Expand the Diagnostics node.
  3. Select the Technical Support node.
  4. Click Generate Technical Support File.
  5. Select Appliance (Including Instances) from the drop-down menu.
  6. Click Add.
  7. Select one or more instances to add in.
  8. Click OK. Wait for the process to complete.
  9. Select the bundle name that was generated and then click Download
  10. Upload the bundle file to Citrix Insight Services.

For information on collecting/deleting NetScaler SDX support bundle using CLI/serial console refer to Citrix Documentation.

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