XenMobile Server Current Release

Support bundles

To report an issue to Citrix or troubleshoot a problem, create a support bundle. Then, upload the support bundle to Citrix Insight Services (CIS).

By default, a support bundle includes a maximum of 100 backup archives of the following files. The default file size for these files is 10 MB.

  • DebugLogFile.log
  • AdminAuditLogFile.log
  • UserAuditLogFile.log
  • HibernateStats.log

When the support bundle includes 100 log archive files for each of those categories, the log file rolls over. If you configure a lower maximum number of log files, XenMobile immediately deletes the extraneous log files for that node. To configure the number of log files, go to Troubleshooting and Support > Log Settings.

To create a support bundle:

  1. In the XenMobile console, click the wrench icon in the upper right corner. The Support page appears.
  2. On the Support page, click Create Support Bundles. The Create Support Bundles page appears. If your XenMobile environment has clustered nodes, all nodes are shown.

    Support bundle

  3. Make sure that the Support Bundle for XenMobile checkbox is selected.
  4. If your XenMobile environment has clustered nodes, in Support Bundle for, you can select all the nodes or any combination of nodes from which to draw data.
  5. In Include from database, do one of the following:

    • Click No data.
    • Click Custom data. By default, all these options are selected.
      • Configuration data: Includes certificate configurations and device manager policies.
      • Delivery group data: Includes app delivery group information containing app types and app delivery policy details.
      • Devices and user info: Includes device policies, apps, actions, and delivery groups.
    • Click All data.


    If you choose Devices and user info or All data, and this is the first support bundle you have created, the Sensitive Information Disclaimer dialog box appears. Read the disclaimer and then click Accept or Cancel. If you click Cancel, the support bundle cannot be uploaded to Citrix. If you click Accept, you can upload the support bundle to Citrix and you will not see the disclaimer the next time you create a support bundle that includes device or user data.

    Support bundle legal notice

  6. The option Support data anonymization is turned on, indicates that the default setting is to anonymize the data. Data anonymization means that sensitive user, server, and network data are made anonymous in support bundles.

    To change this setting, click Anonymization and de-anonymization. For more information about data anonymization, see Anonymizing data in support bundles.

  7. To include support bundles from Citrix Gateway: Select the Support Bundle for Citrix Gateway checkbox and then do the following:

    1. Click Add. The Add Citrix Gateway Server dialog box appears.

      Citrix Gateway support bundle

    2. In Citrix Gateway Management IP, type the Citrix ADC management IP address for the Citrix Gateway from which you want to draw your support bundle data.


      If you are creating a bundle from a Citrix Gateway server that is already added, the IP address is provided.

    3. In User name and Password, type the user credentials required to access the server running Citrix Gateway.


      If you are creating a bundle from a Citrix Gateway server that is already added, the user name is provided.

  8. Click Add. The new Citrix Gateway support bundle is added to the table.

  9. Repeat Step 7 to add more Citrix Gateway support bundles.

  10. Click Create. The support bundle is created and two new buttons Upload to CIS and Download to Client appear.

Uploading Support Bundles to Citrix Insight Services

After creating a support bundle, you can upload the bundle to Citrix Insight Services (CIS) or download the bundle to your computer.

The upload from XenMobile to CIS is through an SSL outbound connection. Open port 443 to the CIS server IP address (,, If you have a proxy for HTTPS traffic, verify that the proxy can reach the CIS server IP address.

These steps show you how to upload the bundle to CIS. You need a My Citrix ID and password to upload to CIS.

  1. On the Create Support Bundles page, click Upload to CIS. The Upload to Citrix Insight Services (CIS) dialog box appears.

  2. In User Name, type your My Citrix ID.

  3. In Password, type your My Citrix password.

  4. If you want to connect this bundle with an existing service request number, select the Associate with SR# checkbox and in the two new fields that appear, do the following:

    • In SR#, type the eight-digit service request number you want to associate this bundle with.
    • In SR Description, type a description of the SR.
  5. Click Upload.

    If this is the first time you have uploaded a support bundle to CIS, and you haven’t created an account on CIS through another product and accepted the Data Collection and Privacy agreement, the following dialog box appears; you must accept the agreement before the upload can begin. If you have an account on CIS and have previously accepted the agreement, the support bundle is uploaded immediately.

    Support bundle legal agreement

  6. Read the agreement and then click Agree and upload. The support bundle is uploaded.

Downloading support bundles to your computer

After you create a support bundle, you can upload the bundle to CIS or download the bundle to your computer. If you want to troubleshoot the problem on your own, download the support bundle to your computer.

On the Create Support Bundles page, click Download to Client. The bundle is downloaded to your computer.

The support bundle has files of varying analytical value. See the following table for a list of files and their analytical value.

File Name Type Description Value
DbDump.json JSON Database Dump Users/Devices/Application information High
Garbage.html HTML file Java garbage collector Low
MemoryInfo.html HTML file Memory usage- java related memory usage High
MultiNodeClusterInfo.html HTML file Cluster configuration High
Patches.html HTML file Patch information. Better to xmspatches.txt High
pg_dump0.sql PG Dump Default Postgress instance dump Medium
rt_db/* DB Copy (redundent, this is a binary representation of pg_dump0.sql)   N/A
sas_config/c3p0.properties Properties file C3P0 DB Config properties Medium
sas_config/catalina.policy policy file Web Server Catalina policies - Files don’t change Low
sas_config/catalina.properties Properties file Web Server Catalina properties - Files don’t change Low
sas_config/ew-config.properties Properties file Information on the configuration of the XM server High
sas_config/ew-config-reloadable.properties Properties file Security model information High
sas_config/hazelcast.xml XML File Hazelcast logs - Don’t think would be much use. Low
sas_config/pki.xml XML File Could be used to determine if 3rd party PKI server in use. High
sas_config/push_services.xml XML File Push Services - Files don’t change Low
sas_config/server.xml XML File Cipher information in here - Security related High
sas_config/sftu_config/AppC.properties Properties file AppC Properties - Files don’t change Low
sas_config/sftu_config/catalina.policy policy file Catalina Policies - Files don’t change Low
sas_config/sftu_config/catalina.properties Properties file Catalina Properties - Files don’t change Low
sas_config/sftu_config/logging.properties Properties file Logging Properties - Files don’t change Low
sas_config/sftu_config/server.xml XML File Cipher information in here - Security related High
sas_config/sftu_config/server_migration.xml XML File Migration information High
sas_config/sftu_config/server_sftu.xml XML File First time user settings High
sas_config/sftu_config/tomcat-users.xml XML File TomCat Users - Files don’t change Low
sas_config/sftu_config/web.xml XML File Web - Files don’t change Low
sas_config/sftu.properties Properties file SFTU config properties High
sas_config/variables.xml XML File Variables - Files don’t change Low
sas_config/web.xml XML File Webserver related information Medium
sas_log/AdminAuditLogFile.log Linux Log File Any configuration changes High
sas_log/create_sb_output.sh Linux Log File Support generation command output Low
sas_log/DebugLogFile.log Linux Log File All features log High
sas_log/HibernateStats.log Linux Log File Hibernatestats log Low
sas_log/kafka-consumer.log Linux Log File Kafka log Low
sas_log/kafka-server.log Linux Log File Kafka log Low
sas_log/kafka-topics.log Linux Log File Kafka log Low
sas_log/LPE.log Linux Log File LPE log Low
sas_log/migration.log Linux Log File Migration process output Medium
sas_log/PlatformAuditLogFile.log Linux Log File Backend audit level information High
sas_log/PlatformDebugLogFile.txt Text file Backend server related logs High
sas_log/postgres.log Linux Log File PostGres logs Medium
sas_log/SFTU.log Linux Log File SFTU log Medium
sas_log/tc1/catalina.log Linux Log File Catalina log Low
sas_log/tc1/console Linux Log File Console Low
sas_log/tc1/host-manager.log Linux Log File Host Manager Low
sas_log/tc1/localhost.log Linux Log File LocalHost Low
sas_log/updates.log Linux Log File Patching process output Medium
sas_log/UserAuditLogFile.log Linux Log File User actions High
sas_log/zookeeper.txt Text file Zookeeper log Low
snmp/snmpd_etc_netsnmp.conf Properties file SNMP config properties Low
snmp/snmpd_privileges.conf Properties file SNMP config properties Low
sys_info/arp_entries.txt Text file ARP entris in the XMS Server Medium
sys_info/chrony.txt Text file Chrony log Low
sys_info/diskspace_usage.txt Text file Disk space usage High
sys_info/firewall_rules.txt Text file Firewall rules defined in XMS Medium
sys_info/interface_config.txt Text file System command output Medium
sys_info/net_connections.txt Text file System command output Medium
sys_info/root_account_info.txt Text file System command output Medium
sys_info/routing_table.txt Text file High value High
sys_info/running_process.txt Text file High value High
sys_info/top.txt Text file System command output Medium
ThreadDump.html HTML file No longer used. Low
ThreadDumpV2.html HTML file Thread stack traces etc Medium
var_log/auth.log Linux Log File OS Level log Medium
var_log/boot.log Linux Log File OS Level log Medium
var_log/btmp Linux Log File OS Level log Medium
var_log/daemon.log Linux Log File OS Level log Medium
var_log/kern.log Linux Log File OS Level log Medium
var_log/lastlog Linux Log File OS Level log Medium
var_log/mail.log Linux Log File OS Level log Medium
var_log/sys.log Linux Log File OS Level log Medium
var_log/user.log Linux Log File OS Level log Medium
var_log/wtmp Linux Log File OS Level log Medium
version.txt text file Version of XM server Medium
XENMOBILE-<IP Address>- ConnectivityCheckResults.xml XML file Connectivity Check results on XMS server Medium
xmspatches.txt Text file Patch information. High
Support bundles