Troubleshoot the installation

Citrix provides two forms of support: free, self-help support from and paid-for Support Services, which you can purchase from the Support site. With Citrix Technical Support, you can open a Support Case online or contact the support center by phone.

For information on the different types of support and maintenance programmes offered by Citrix , see

The Citrix support site,, hosts various resources. These resources might be helpful to you if you experience odd behavior, crashes, or other problems during installation. Resources include: forums, knowledge base articles, software updates, security bulletins, tools, and product documentation.

In most cases, if you experience an unknown error during installation, The Citrix Technical Support will request that you capture the log file from your host and then send it along for the Support team to inspect. If requested, follow the procedure below.

Using a keyboard connected directly to the host machine (not connected over a serial port), you can access three virtual terminals during installation:

  • Press Alt+F1 to access the main XenServer Installer
  • Press Alt+F2 to access a local shell
  • Press Alt+F3 to access the event log

To capture and save the log files:

  1. Press Alt+F2 to access the local shell.

  2. Enter the following:

  3. You are prompted to choose where you want to save the log file: NFS, FTP, or Local media.

    Select NFS or FTP to copy the log file to another machine on your network. To do so, networking must be working properly, and you must have write access to a remote machine.

    Select Local media to save the file to a removable storage device, such as a USB flash drive, on the local machine.

    Once you have made your selections, the program writes the log file to your chosen location. The file name is support.tar.bz2.

Troubleshoot the installation