Profile Management

Collect diagnostic information

Before attempting to collect information on a problem with Profile Management, make sure you can reproduce the problem.

If you are using XenDesktop 7, start troubleshooting in Citrix Director. This console displays properties of profiles that can help you diagnose and correct problems.

  1. Open the Profile Management Group Policy Object (GPO) in the Group Policy Management Editor. Or open the .ini file in Notepad if you are not using GPO to manage logging. For information on the .ini file including its location, see Files included in the download.
  2. Configure the following settings under the Profile Management\Log settings folder:
    • Set Enable logging to Enabled.

    • Select all the events in Log settings.

    • Set the maximum size of the log file in bytes.

  3. Run gpupdate /force on the server or desktop.
  4. If requested by Citrix Technical Support, collect a diagnostic trace log (available in Profile Management 3.x or later) using the instructions in Advanced troubleshooting checklist.
  5. Reproduce the problem and collect the log files, including the .log.bak file.
  6. Optionally, or if requested, collect the Resultant Set of Policy (RSoP) report, application event logs, USERENV log, UPMSettings.ini, UPMFRSettings.ini, and PmCompatibility.ini. The .ini files are located in the root folder of each Citrix user profile in the user store.

Data collection can become complex if Citrix Provisioning Services is part of your deployment and the problem occurs when profiles are being initialized. In this scenario, you must make the preceding configuration updates in the .ini file (and unconfigure the above GPO log settings) or preferably follow the instructions in To preconfigure Profile Management on provisioned images.

To collect a diagnostic trace log using CDFControl

  1. Download the CDFControl tool from the website https://support.citrix.com/article/CTX111961.
  2. Run the CDFControl executable.
  3. Choose one or all the following Profile Management modules to trace:
    • UPM_Service. Records each time the Profile Management Service was invoked (for example, at logon, at logoff, or when mid-session synchronization operations or periodic maintenance takes place).
    • UPM_DLL_Perfmon. Allows you to trace Windows Performance Monitor counters associated with and errors generated by Profile Management.
    • UPM_Driver. Records file-system changes and each time the Citrix streamed user profiles driver is used.
  4. Click Start Tracing.
  5. Reproduce the problem you are encountering.
  6. Click Stop Tracing.
  7. Find your trace log in the folder where the CDFControl executable resides.

To produce a session dump file

You can save Profile Management’s internal data state to a dump file. This approach is helpful when you can isolate an issue to a specific point in a session but there is no associated entry in the log file.

  1. Create a file called \(upm\_log\).txt in the root of the drive on which the affected user profile is located (typically C:). Profile Management dumps its internal data state to the file UserProfileManagerInternalData.log in the log file folder and deletes the file \(upm\_log\).txt.

To specify a postmortem debugger

For information about configuring tools such as WinDbg as the postmortem debugger, see the Microsoft document.

Collect diagnostic information