Product Documentation

Monitor

May 03, 2016

StorageZones Controller and the ShareFile administrator interface include several resources to help you monitor StorageZones Controller activity and troubleshoot issues:

  • General component status – The Monitoring tab on the StorageZones Controller console provides component status to help you start the troubleshooting process. Status is provided for items such as access permissions, service status, and Heartbeat Status, which indicates the StorageZones Controller outbound connectivity to the ShareFile control plane.


    StorageZones Controller Monitoring tab

    StorageZones Controller sends updates to the ShareFile web application every 5 minutes. If the ShareFile web application does not receive an update within 10 minutes, it marks the StorageZones Controller as offline.

    For items on the Monitoring tab that appear in red, review the log files for detailed information.

    Be aware that the Monitoring tab does not indicate whether a StorageZone is working in terms of connectivity, including whether the ShareFile control plane can reach the external StorageZones URL, or whether a client is able to reach the zone.

  • StorageZones Controller server information – For information about the storage use, network use, and file activity of the server: From the ShareFile interface, log on to your ShareFile Enterprise account, go to Admin > StorageZones, click the StorageZone, and then click a StorageZones Controller host name.



  • Zone information – For information about the storage use, network use, and file activity for a zone: From the ShareFile interface, log on to your ShareFile Enterprise account, go to Admin > StorageZones, and click a zone name.



  • StorageZones Controller health status – To determine whether ShareFile.com is receiving heartbeat messages from the StorageZones Controllers joined to the zone, view the Health status: From the ShareFile interface, log on to your ShareFile Enterprise account, go to Admin > StorageZones, verify that the Health column has a green check mark, and then click the site name to verify that the Heartbeat message indicates that the StorageZones Controller is responding.



  • Log files – Log files provide detailed information about StorageZones Controller configuration and its components, as described in the next section.

Log files

The following log files for StorageZones Controller are located by default in C:\inetpub\wwwroot\Citrix\StorageCenter\SC\logs:

Log file name Contains logging information for:
cfgsrv-%date%.txt StorageZones Controller configuration actions, including modifying an existing StorageZones configuration, creating a new Storage Zone, and joining a new StorageZones Controller to an existing primary StorageZones Controller
sc-%date%.txt ShareFile data upload and download activity for standard and restricted zones
CIFS-%date%.txt StorageZone Connectors for Network File Shares upload and download activity
sharepoint-%date%.txt StorageZone Connectors for SharePoint upload and download activity
cloudstorageuploader-%date%.txt Cloud Storage Uploader Service (to a supported third-party storage system)
copy-%date%.txt ShareFile Copy Service
delete--%date%.txt ShareFile Cleanup Service, for the persistent storage cache
s3uploader--%date%.txt ShareFile Management Service; includes heartbeat status messages
zkemail--%date%.txt Email traffic sent to your SMTP server (for email notifications in restricted zones)

 

Extended logging is available for each of the following components. This is useful when you need to provide detailed information to support.

Component Location of AppSettingsRelease.config
ShareFile Data C:\inetpub\wwwroot\Citrix\StorageCenter
StorageZone Connectors for Network File Shares C:\inetpub\wwwroot\Citrix\StorageCenter\cifs
StorageZone Connectors for SharePoint C:\inetpub\wwwroot\Citrix\StorageCenter\sp

To enable extended logging

The following steps enable extended logging for all StorageZones Controller components and services:

  1. On the StorageZones Controller server, open IIS.
  2. Navigate to Default Web Site and then open Application Settings.
  3. Change the value for enable-extended-logging from 0 to 1.
  4. Restart the Citrix ShareFile Management Service.
  5. After you have resolved the issue, we recommend that you turn off extended logging to reduce the amount of logging.

To enable extended logging for a particular component, edit its AppSettingsRelease.config file: Change the value of <add key="enable-extended-logging" value="0" /> from 0 to 1.

You can also check IIS logs to determine if traffic is reaching StorageZones Controller. IIS logs show all incoming requests. IIS logs for StorageZones Controller are in c:\inetpub\logs\LogFiles\W3SVC1.

To enable extended IIS logging, see http://support.microsoft.com/kb/313437.

Test upload latency

StorageZones Controller includes a web page that helps you troubleshoot potential latency issues. The page provides the elapsed time and rate for a specified file upload. The time and rate values are provided for the upload to StorageZones Controller and for the upload to the storage cache. The test does not upload file metadata or change the uploaded file.

This feature is off by default. To enable it, add the key <add key="EnableTestUploadPage" value="1" /> to C:\inetpub\wwwroot\Citrix\StorageCenter\AppSettingsRelease.config.

To open the page, navigate to https://externalFQDN/UploadTest.aspx, where externalFQDN is the fully-qualified domain name of the StorageZones Controller. After you specify a file to download, the time and rate data appears. If you need help interpreting the data, contact your support representative.

If you are using NetScaler with HTTP callouts enabled for StorageZones, traffic to the upload test page will be blocked. Citrix recommends that you perform the latency test from your internal network and bypass the NetScaler by using a StorageZones Controller server address instead of the external zone address.

Troubleshoot installation and configuration

Issue Description and resolution
“HTTP Error 404 - File or Directory not found” appears during StorageZones Controller configuration The message typically results from an issue with IIS or ASP.NET. Make sure that the IIS role is enabled on the Windows installation and that the ASP.NET feature is enabled on IIS. For more information, see Prepare your server for ShareFile data.
“HTTP Error 404.2 – Not Found” appears when browsing localhost on the StorageZones Controller The message indicates that ISAPI and CGI restrictions for ASP.NET are not set to Allowed. For more information, see Prepare your server for ShareFile data.
“HTTP Error 413 – Request entity too large” appears after an upload attempt The message can appear on a network trace after a failed upload attempt to a StorageZone and can result from a client certificate setting in IIS. To work around this issue:
  1. On the StorageZones Controller server, open IIS.
  2. Navigate to Default Web Site and then open SSL Settings.
  3. For Client certificates select Ignore.
  4. Restart the Citrix ShareFile Management Service.

For more information, see http://www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/7e0d74d3-ca01-4d36-8ac7-6b2ca03fd383.mspx?mfr=true.

IIS errors occur during StorageZones Controller configuration IIS errors typically indicate that ASP.NET is not fully configured.
  • Verify in the IIS Manager, under ISAPI and CGI Restrictions, that Restriction is set to Allowed for all of the ASP.NET listings.
  • Verify that ASP.NET is registered in IIS: In IIS Manager, under Application Pools, verify that there are ASP.NET listings.

To manually register ASP.NET, see the command lines following this table.

If you continue to have issues, review your IIS and ASP.NET setup. For more information, see Prepare your server for ShareFile data.

“Failed to Save Storage Center Binding” appears during StorageZones Controller configuration The message indicates a permissions problem on the IIS Account Pool user. By default, application pools operate under the Network Service user account. StorageZones Controller uses the Network Service account by default. If you use a named user account instead of the Network Service account, the named user account must have full access to the network share used for private data storage.
“Access denied” appears during zone configuration The message can occur if the ShareFile account you are logged on as does not have permission to create and manage zones. Use the ShareFile administrator console to set that permission.
Outbound requests are blocked When outbound requests are blocked, the cfgsrv log includes System.Net.WebException: The remote server returned an error: (403) Forbidden. This issue is likely due to the proxy server blocking outbound requests. Verify that your firewall meets the requirements specified in StorageZones Controller system requirements.
“Unable to connect to remote server” appears when you log on to StorageZones Controller The message typically indicates a proxy issue. Make sure that your proxy settings are configured, as described in Specify a proxy server for StorageZones.

If the proxy settings are correct, verify that:

  • You can log into your ShareFile account from StorageZones Controller.
  • You have administrator-level permissions to configure StorageZones Controller.
  • Port 443 is open on the external firewall.
The folder named ShareFileStorage on your network share does not include SCKeys.txt after you enable and configure StorageZones for ShareFile Data StorageZones Controller creates SCKeys.txt during installation unless the account you used to install StorageZones Controller is not in the access control list. Update the access control list and reinstall StorageZones Controller.
File uploads to a shared folder fail after you create a zone This issue indicates a problem with your internal DNS. You must have both an internal and external DNS record for the StorageZones Controller FQDN unless the zone is a restricted StorageZone.
On the Monitoring tab, the Heartbeat Status is red A red icon indicates that StorageZones Controller isn’t able to send heartbeat messages to the ShareFile web site.
  • Check if the icons for other components are red. If so, refer to the logs for more information.
  • If the s3uploader log shows a failure to send the heartbeat, the StorageZones Controller server might not be able to contact the ShareFile web site unless it goes through a proxy server. To specify a proxy server for StorageZones Controller, open the controller console and go to the Networking tab.
  • If the StorageZones Controller server cannot access the ShareFile web site using a network service user, either allow the network service user to access the ShareFile web site or set up a Windows user account with outbound access to the proxy server.
A StorageZone does not appear in the ShareFile administrator interface This issue can indicate a problem with the external address or firewall.

First verify in the StorageZones Controller console that the External Address does not include the port. If it does, remove the port and then restart the controller.

If the External Address does not include the port, make sure that your Windows firewall is configured correctly. By default, Windows firewall settings allow outbound traffic for the ShareFile services on port 443. StorageZones Controller requires that setting. Verify that Windows firewall allows outbound traffic on port 443 for the following processes:

C:\inetpub\wwwroot\Citrix\StorageCenter\SCFileCleanSvc\FileDeleteService.exe

C:\inetpub\wwwroot\Citrix\StorageCenter\SCFileCopySvc\FileCopyService.exe

C:\inetpub\wwwroot\Citrix\StorageCenter\s3uploader\S3UploaderService.exe

C:\inetpub\wwwroot\Citrix\StorageCenter\CloudStorageUploaderSvc\CloudStorageUploaderService.exe

C:\inetpub\wwwroot\Citrix\StorageCenter\SCProxyEmailSvc\ProxyEmailService.exe

StorageZones Controller does not upload data to ShareFile
  • In the NetScaler console, right-click the load balancing virtual server for statistics, to verify whether traffic is reaching NetScaler from the ShareFile control plane, StorageZones Controller, and ShareFile clients. When you upload a file and the virtual server shows an increase in hits, then the traffic is passing through NetScaler.

    Verify the traffic for every point of the NetScaler connection:

    • Content switching virtual server
    • Load balancing virtual servers for Connectors and for ShareFile data
    • HTTP callouts bound to one of the two virtual servers
    • Responder policy bound to the ShareFile data virtual server
    • Connectors virtual server binding to AAA
  • Test uploads for ShareFile data:
    1. Unbind the responder policy in the load balancing virtual server for ShareFile data. (The responder policy drops incoming traffic that is not signed by the ShareFile control plane.)
    2. From a web browser, type the external FQDN of StorageZones Controller. If there is connectivity, the ShareFile logo appears.
    3. From a web browser, type the URL for a connector.
  • Test accessibility of StorageZone Connectors:

    If the following URLs are successful, you will be prompted for credentials even if the back-end server is down. Or, if you are logged on as a user, you will get an API response.

    • https://szc-address/cifs/v3/Items/ByPath?path=\\path
    • https://szc-address/sp/v3/Items/ByPath?path=http://sharepoint-server

    The API response is in this form:

    {“Name”:"ConnectorName",“FileName”:"FileName", 
    “CreationDate”:"date",“ProgenyEditDate”:"date", 
    “IsHidden”:false,“Path”:"“,"StreamID”:"id", 
    “odata.metadata”:"https://szc-address/cifs/v3/$metadata# 
    Items/ShareFile.Api.Models.Folder@Element",“Id”:"id"}
    

    Other examples:

    • https://szc-address/cifs/v3/getItems(itemID)
    • https://szc-address/sp/v3/getItems(itemID)

    For iOS:

    • https://szc-address/cifs/v3/Items/(connector-folder-ID)?$select=Name,FileName,CreationDate,ProgenyEditDate...
  • Test devices from the external network. Device connectivity issues can result from DNS setup. You must have an external DNS record and you might also need an internal DNS record for the external StorageZones FQDN.
  • If you are having trouble with a particular device only, test that device. For more information, see “A mobile device won’t connect to a connector” in the table in "Troubleshoot ShareFile clients and web app", next.
The ShareFile Connectivity from File Cleanup Services status is a red icon after you upgrade StorageZones Controller A red icon occurs if Windows starts the File Cleanup Service before StorageZones Controller establishes a network connection. The status will return to a green icon after the controller server is back on the network.
“Path exceeds max length (1024)” appears during connector creation The message can occur if the external address configured for StorageZones Controller points to the ShareFile web site instead of the StorageZones Controller server FQDN.

“Invalid name” appears when configuring a new StorageZones Controller after deleting an old one

 

Restricted Zone Error: HTTP Error 500 (internal server error)

The message can occur if entities related to the old StorageZones Controller still exist. To resolve this issue:
  1. Uninstall the new StorageZones Controller.
  2. Delete the shared network folder.
  3. Delete the folder c:\inetpub\wwwroot\Citrix.
  4. Open regedit and delete this key: HKLM/Software/Wow6432Note/Citrix.
  5. Install and configure a new StorageZones Controller. If the issue persists, contact your support representative.
 
 
 
This message occurs when StorageZone Servers cannot resolve the StorageZone FQDN via DNS or the local hosts file. Ensure you have a DNS record or hosts file entry in place so that client workstations and devices can successfully connect to the restricted zone servers.

To manually register ASP.NET

cd /d C:\Windows\Microsoft.NET\Framework\v4.0.30319 
iisreset /stop 
aspnet_regiis -i 
iisreset /start 
%systemroot%\system32\inetsrv\appcmd set config /section:isapiCgiRestriction 
/[path='%windir%\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll'].allowed:True 
%systemroot%\system32\inetsrv\appcmd set config /section:isapiCgiRestriction 
/[path='%windir%\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll'].allowed:True

Troubleshoot ShareFile clients and web app

   
A mobile device won’t connect to a connector
  • Verify connectivity. Many connectivity issues are covered in the preceding table.
  • Make sure that StorageZones Controller is on-line.
  • Upload a file to the zone. If the upload works, the issue is specific to connectors.
  • Try to connect from the mobile device using both the cellular and company network.
  • Check that the SharePoint server or file server is available.
“HTTP Error 401 – Unauthorized” appears when trying to access a connector Any of the following issues can prevent a user from accessing a connector from ShareFile clients or the ShareFile web app:
  • Incorrect configuration of IIS: Verify that the Web Services (IIS) role has Basic Authentication and Windows Authentication enabled. If those options are not listed under Security, use Server Manager to install them and then restart IIS.
  • Incorrect user permissions: Verify that the AD user has access to the share. From Server Manager, go to Share and Storage Management, and add the user or change the user permissions as needed.
  • A problem with NetScaler AAA group access. For troubleshooting information, see http://support.citrix.com/article/CTX126589.
“HTTP Error 403 – Forbidden” appears when connecting to a SharePoint site This message occurs if the SharePoint server is configured for Basic authentication but StorageZones Controller is not configured to cache credentials. To resolve this issue, add <add key="CacheCredentials" value="1" /> to C:\inetpub\wwwroot\Citrix\StorageCenter\sp\AppSettingsRelease.config.
“HTTP Error 503 – Service unavailable” appears when mobile apps try to access a Connector Connectors are sending a response but are unable to handle the HTTP request. This can occur if content switching policies, load balancing VIPs, or the responder policy are incorrectly configured or bound on the NetScaler. To resolve this issue, review the NetScaler configuration for ShareFile and correct the configuration.