Contact Citrix Technical Support
If you’ve checked the troubleshooting advice in this section and believe the problem that you experienced results from Profile Management, contact Citrix Technical Support. Always collect and provide the following files and as much other information as possible.
Collect Profile Management log files
Detailed steps are as follows:
Enable Profile Management on the machine to log all events and actions. For more information, see Enable Profile Management logging.
Reproduce the problem on the affected machine.
Collect the Profile Management log file and its backup file from %SystemRoot%\System32\Logfiles\UserProfileManager.
The log file from the affected machine includes at least the following information:
- Start of the service (including the version and the build number of Profile Management)
- Reading of the configuration by the service
- One full logon process of the affected user
- The activity the user did when the issue occurred
- One full logoff process for the affected user
Collect the Windows event log file
After you reproduce the problem on the affected machine, follow these steps to collect the Windows event log file.
Collect the Application.evtx file.
Collect installed software details
Collect details of the following software installed on the affected machine:
Operating system, language, and version.
Citrix products and versions.
Collect .ini files
Follow these steps to collect .ini files associated with Profile Management:
Locate the root folder of each Citrix user profile in the user store.
Collect the following .ini files:
Collect the Always On Tracing log file
The Always On Tracing (AOT) logs provide information that can help identify critical problems with Profile Management, thus reducing the need to reproduce problems.
To collect the AOT log files, follow these steps:
- On the machine where problems occurred, go to
C:\ProgramData\Citrix\TelemetryService\CitrixAOT. You can see all AOT log files.
If the machine is installed with other Citrix components where AOT is enabled, the AOT log files also contain logs from those components.
To manually generate the latest log file, follow these steps:
- Run Windows PowerShell as an administrator.
- Run the command:
Restart-Service -Name "Citrix Telemetry Service"
- Collect all AOT log files and send them to Citrix Technical Support.
Collect a diagnostic track log using CDFControl
Collect a diagnostic trace log using the CDFControl as follows:
Download the CDFControl tool from Knowledge Center article CTX111961.
Run the CDFControl executable.
In the window that appears, select one or more tracing modules as needed. For more information about their function descriptions, see the following table.
Click Start Tracing.
Reproduce the problem.
Click Stop Tracing.
Find your trace log in the same folder as the CDFControl executable.
This table lists the functions of track modules in CDFControl.
|UPM_DLL_GPCSE||Traces the user group policy evaluation request sent from Profile Management to the Citrix Group Policy client-side extension.|
|UPM_DLL_OUTLOOK_HOOK||Traces the Profile Management hook module in Outlook. Select it to trace issues with the Outlook search index Roaming feature.|
|UPM_DLL_Perfmon||Traces Windows Performance Monitor counters associated with Profile Management and errors generated by Profile Management.|
|UPM_DLL_SearchSvc_Hook||Traces the Profile Management hook module in Windows Search Service. Select it to trace issues with the Outlook search index Roaming feature.|
|UPM_DLL_WfShell||Traces the Profile Management
|UPM_Driver||Traces file-system changes each time the Citrix streamed user profiles driver is used.|
|UPM_Service||Traces information each time the Profile Management Service is called. Example occasions include at logon, at logoff, or when mid-session synchronization or periodic maintenance takes place.|
|UPM_SessionLaunchEvaluation||Traces the launch events associated with the unique transaction ID in Profile Management.|
|UPM_WMI||Traces the Profile Management VDA WMI plug-in events.|
Collect other information
Collect the following information if possible:
The Resultant Set of Policy (RSoP) report for the affected machine and user by running the
Application event logs.
If available, the Userenv debug file. Consult your Microsoft documentation for information on this tool.
Data collection can become complex if Citrix Provisioning Services is part of your deployment and the problem occurs when profiles are being initialized. In that scenario, make the preceding configuration updates in the .ini file (and disable the GPO log settings). We recommend you follow the instructions in Preconfigure Profile Management on provisioned images.