StorageZones Controller and the ShareFile administrator interface include several resources to help you monitor StorageZones Controller activity and troubleshoot issues:
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.
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 Azure)|
|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|
|StorageZone Connectors for Network File Shares||C:\inetpub\wwwroot\Citrix\StorageCenter\cifs|
|StorageZone Connectors for SharePoint||C:\inetpub\wwwroot\Citrix\StorageCenter\sp|
The following steps enable extended logging for all StorageZones Controller components and services:
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.
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.
|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:
|IIS errors occur during StorageZones Controller configuration||IIS errors typically indicate that ASP.NET is not fully configured.
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:
|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.
|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:
|StorageZones Controller does not upload data to ShareFile||
|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||The message can occur if entities related to the old StorageZones Controller still exist. To resolve this issue:
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
|A mobile device won’t connect to a connector||
|“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:
|“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.|