Product Documentation

Troubleshooting

Jul 31, 2017

Note

For the latest content, see NetScaler MPX.

I cannot access the NetScaler appliance after it is restarted. The NetScaler IP address is not accessible and does not respond to a ping request. What should I do?

NetScaler MPX 8005/8015/8200/8400/8600/8800, MPX 11500/13500/14500/16500/18500/20500, MPX 11515/11520/11530/11540/11542, MPX 17550/19550/20550/21550, MPX 22040/22060/22080/22100/22120, MPX 24100/24150, and MPX 25100T/25160T appliances support LOM. Depending on the state of the LOM configuration, start with one of the steps in the following procedure. (To configure the LOM port, see Lights Out Management Port of the NetScaler Appliance).

  1. If the LOM port is configured and known to have been working previously, use the LOM credentials to log on to the LOM GUI, and then do the following:
    1. Navigate to Remote Control > Console Redirection, and then click Launch Console.
    2. On the Java iKVM Viewer screen, check the VGA console window for boot errors, such as bad or missing boot media (boot drive/Compact Flash card), and reseat any unconnected boot media. If the appliance boots up, try to log on and run the show techsupport command from the NetScaler command line. Complete the Check Network Interfaces steps listed below to find a working interface on which to transfer the support bundle file.
    3. Navigate to System Health > Sensor Readings to check the status of the hardware components (for example, CPU temperature, system temperature, and power supply status). You might need to scroll down. Green indicates that the hardware component is functioning properly. Red indicates that it has failed. Contact Citrix Support if you observe red indicators.
    4. Navigate to Miscellaneous > Post Snooping and check for BIOS POST initialization codes. If the value of Post Snooping is "00" or "AC," and the AC power supply LED light is green, the BIOS booted up normally. If not, check the Java iKVM Viewer screen to see if the appliance stopped responding during BIOS POST initialization. Perform substeps a through f of Step 2 to recover the appliance. If these steps fail, contact Citrix Support.
  2. If the LOM port is configured and the LOM GUI is not accessible, try pinging the LOM IP address. The baseboard management controller (BMC, also known as LOM) runs on standby power, so even if the appliance is powered off by pressing the power button, the BMC is still working. If you are unable to ping the LOM IP address, connect to the COM1 console port through a serial cable (the serial cable can be connected to a network serial terminal/console server for remote access), or try pinging the NetScaler IP address. On the appliance, do the following:
    1. Verify that the appliance is receiving power.
    2. If the appliance is not receiving power, change the power cable and connect the cable to another socket.
    3. Verify that the power supply is properly seated in power supply slot.
    4. Remove all AC power supply cords for 30 seconds to completely remove power from the appliance.
    5. Reinsert the AC power supply cords and check the LEDs indicating the status of the AC power supplies. If a power-supply LED is not green, troubleshoot the power supply.
    6. Try pinging the LOM IP again. If successful, go to Step 1.
  3. If the appliance does not support the LOM port or the LOM port is not configured, do the following:
    1. Connect the serial console cable to the appliance.
    2. Perform the substeps a through e of Step 2.
    3. On the serial console port window, check for any boot failure errors, such as bad or missing boot media (boot drive/Compact Flash card), and reseat any unconnected boot media. If the appliance boots up, try to log on and run the show techsupport command from the NetScaler command line. Complete the Check Network Interfaces steps listed below to find a working interface on which to transfer the support bundle file.
Check Network Interfaces.
  1. If management interface 0/1 is not operational, use the Java iKVM Viewer, as described in Step 1.b, to set up management interface 0/2, and connect a network cable to port 0/2. Use the serial console port for appliances that do not support the LOM port.
  2. Make sure that the LED port status indicators are green for all interfaces. For more information about LED port status indicators, see "LED Port-Status Indicators" in Ports.
  3. Verify that the SFP/SFP+/XFP transceivers are supported by Citrix.