Product Documentation

Gathering logs

Oct 25, 2013

Gathering Logs from NetScaler Gateway

You can configure audit logs on NetScaler Gateway to collect information about events that generate a message, a time stamp, message type, and predefined log levels and message information. You can also acquire compression statistics for NetScaler Gateway if you configure TCP compression. For details, see Configuring Auditing on NetScaler Gateway.

To enable NetScaler Gateway Plug-in logging to log all errors to text files that are stored on user devices and where to locate the files, see Enabling NetScaler Gateway Plug-in Logging.

Gathering Logs for the MDX Toolkit on Mac OS X Computers

When you run the MDX Toolkit, the tool automatically saves a log file to the following location: Applications > Citrix > MDXToolkit > Logs > Citrix.log. By default, the tool saves warnings and errors in the log. If an error occurs, a command line with arguments appears at the end of the log. You can copy the command line and run it in Terminal. When you use the command-line tool to run the wrapping process, you can specify the log file location, log display level, and log write level in the command line. You can also specify verbose logging level and a different log file in the command line. The command line provides more troubleshooting options than the MDX Toolkit.
Note: The command-line tool supports iOS apps only.

You can use the following steps to look for and resolve problems with wrapping iOS apps.

  1. In Applications > Citrix > MDXToolkit > Logs, click Citrix.log
  2. In Applications > Utilities, click Terminal to use the Mac command-line interface to evaluate the command. You may need to refer to the app requirements to evaluate the error.

Gathering Logs on iOS and Android Devices

Logs can help you troubleshoot issues with apps. In most cases, you collect the logs and then email the files as a .zip file to Citrix support, or to your help desk or technical support representative so they can debug the issue and find a solution. This section provides steps for collecting logs from iOS and Android devices.

Collecting App Logs on iOS Devices

On iOS devices, you collect logs for an app from within Worx Home.

  1. Start the app with which you need help.
  2. Log on to Worx Home and then tap the > icon.

  3. On the Support screen, tap the mail icon.

  4. In Choose App, select the app with which you need help.

    Important: If you choose a managed MDX app, you must have a native email client installed in order to send logs for the app.
  5. In Request Help from Support, enter the email address to which you want to send the attached logs.zip file and then tap Send.

When the email arrives, if you selected an MDX app, the email contains two attachments:
  • Logs.zip. This attachment contains logs related to Worx Home.
  • <appname>.zip. This attachment contains logs related to the MDX app.





Collecting App Logs on Android Devices

On an Android device, you can collect logs from Worx Home or from the command line. Then, you can send the files to Citrix support for help with troubleshooting a problem with an app.

To collect logs from Worx Home

  1. Open Worx Home.
  2. Tap the > icon on the top-right of the screen.
  3. Tap the Support Email icon.
  4. Click the app for which you want to send logs and then click the email application to send the file. When the email arrives, it should contain two attachments, WorxHome.zip and <AppName>.zip, where <AppName> is the name of the app you selected.

To collect logs from the command line

  1. Install the Android Debug Bridge from the Android Developer web site.
  2. Enter the following command to clear existing logs: "adb logcat -c"
  3. Reproduce the issue.
  4. Enter the following command to capture the logs in a file: adb logcat -d > Name_of_Log_File.txt

Collecting App Failure Logs for iOS Devices

When you experience a problem with an app on your iOS device, you can use iTunes on your computer to gather the failure logs, or you can gather the logs directly from your device. You can then email the files to Citrix support.

To collect failure logs from iTunes

  1. On a Mac OS X computer, do the following:
    1. Open iTunes and then under Devices, in the Summary screen, click Sync.

    2. In Finder, navigate to ~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME> where “~” is your Home folder.

  2. On a Windows-based computer, do the following:
    1. Click Start, click Run and then in Open, type: %userprofile%\AppData\Roaming\AppleComputer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME> where <DEVICE_NAME> is the name of your device; for example, ipad-bddd0852b.
      Note: The AppData folder is hidden by default on a Windows-based computer.


    2. Select all *.crash files for the problematic app, archive and then email the files to Citrix Support for further analysis.

To collect failure logs from the device

  1. On your iOS device, in Settings, tap General and then tap About.

  2. Tap Diagnostic & Usage Data.

  3. Tap LatestCrash.plist to open the log.

    Note: You may need to gather related crash logs for Worx Home, WorxMail, Citrix Receiver and so on in order to investigate the issue.
  4. Double tap the LatestCrash.plist log, tap Select All and then tap Copy to copy the log.

    Note: The Select All option is not available on iOS 7 or later.
  5. Open WorxMail or the native email app on the device and then paste in the log by double tapping the message content area.
  6. Tap the Send button to email the log.

Collecting System Logs on iOS Devices

You an collect system logs on iOS devices either by using iPhone Configuration Utility tool or Xcode. You can then email the files to Citrix support for help troubleshoot issues with apps.

To use a Configuration Utility tool to collect system logs on iOS devices

  1. Download and install the iPhone Configuration Utility tool from Apple. You can use the tool on both the iPhone and IPad.
  2. Ensure that your device meets the system requirements and supported languages.
  3. Run the installer and follow the prompts to complete the wizard.
  4. Open the Configuration Utility tool.
  5. Under Devices, click your device.
  6. Click Console and then click Clear to clear existing logs.
  7. Reproduce the issue, click Save Console As and then attach and email the logs to support.

To use Xcode to collect logs on iOS devices

  1. Download Xcode from the Apple store to your Mac OS X computer.

  2. Connect your iOS device to your computer and then open Xcode.
  3. Click Window and then click Organizer.

  4. In the Organizer window, click Devices.

  5. Under iPad, click Console to view the console logs.
    Note: The Device Logs pane in the Organizer contains information about app failures. You might have to unplug your device and plug it again to refresh the list.


  6. Click Clear to clear existing logs.

  7. Reproduce the issue.
  8. Click Save Log As to save the log and then email the attachment to support.

Collecting Advanced Debugging Logs for iOS and Android Devices

You can use iExplorer on your computer to collect advanced logs for your iOS device. To collect the logs for an Android device, you can use the device itself.

To collect advanced debugging logs for an iOS device

  1. Install the iExplorer tool on your computer.
  2. Connect your device to the computer and then open the tool.
  3. In the left-hand menu, click to expand Apps.
  4. Select the required app for which you need the logs, browse to the /tmp folder and then upload the file “CitrixMAM.config” file into the /tmp folder.
  5. Reproduce the issue.
  6. In iExplorer, right-click the /tmp folder, click Refresh and then close and reopen the /tmp folder.
  7. Export the CtxMAM.log file from the /tmp folder and then email the file to support.

To collect advanced debugging logs for an Android device

  1. Log on to Worx Home and then tap the > icon.

  2. Tap the menu icon at the top-left of the screen.

  3. Optionally, switch Advanced Logs to On.

  4. On the Support screen, tap the mail icon.

  5. Select an email client.

  6. Enter the email address to which you want to send the logs.

After debugging is complete, switch Advanced Logs to Off to avoid slower app response times.