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 Desktop 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 of the events in Log settings.

    • In Maximum size of the log file, set the maximum size of the Profile Management 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 above 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 create a diagnostic trace log

The diagnostic enhancements feature allows you to create and package trace logs for Citrix Technical Support. These capture events about servers (but not user devices or virtual desktops) relating to many aspects of Profile Management’s performance particularly the operation of streamed user profiles.

For information on creating trace logs about user devices or virtual desktops, see CTX124455.

Only package and send a trace log if you are asked to do so by Technical Support.

Before you can use Citrix Diagnostic Facility to capture trace logs, ensure that it is available with the Citrix product or component that is used on the device, virtual desktop, or Citrix server whose profiles you want to monitor.

The Access Management Console and Delivery Services Console contain a powerful tool, Citrix Diagnostic Facility, which gathers and packages trace logs. These can be valuable when Citrix Support diagnose problems in your deployment.

  1. In the Access Management Console or Delivery Services Console, start generating a trace log using the procedure in CTX104578.
  2. When selecting which modules to trace, choose one or all of the following Profile Management modules:
    • 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.
  3. Complete the remaining steps in article CTX104578.

To produce a session dump file

You can save Profile Management’s internal data state to a dump file. This 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 .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 .txt.

To set Microsoft NT Symbolic Debugger as your default Windows postmortem debugging tool

For information about setting NT Symbolic Debugger (NTSD) as your default Windows postmortem debugging tool, see CTX105888.