Product Documentation

Call Home

Aug 30, 2016
Note: The current NetScaler 1000V release does not support this feature.
What is the Call Home feature on a NetScaler appliance?
The Call Home feature registers your NetScaler appliance with the Citrix Technical Support server (CIS) and monitors the appliance for common error conditions. If your appliance is successfully registered with CIS server, Call Home automatically uploads system logs to that server in the event that one of the conditions occurs. The appliance keeps a full log of all upload events. If you are unable to correct the problem after reviewing the appliance's log, you can contact the Citrix Technical Support team and open a service request. The team can analyze the uploaded system data and recommend possible solutions.
Which release of NetScaler Software supports Call Home?
NetScaler Release 10.0 and later.
Does Call Home support monitoring of any error conditions in a NetScaler virtual appliance?
Yes, Call Home supports monitoring of NetScaler virtual appliances from NetScaler release 11.0.
Which NetScaler hardware models support Call Home?
NetScaler MPX appliances, NetScaler VPX appliances (NetScaler VPX models 1000 and higher), and NetScaler VPX instances running on NetScaler SDX appliances support Call Home.
Do you need a separate license for Call Home?
No. The Call Home feature does not require a separate license. It is available with all NetScaler platform licenses.
Does Call Home support monitoring of cluster events or error conditions?
No. Call Home does not currently support monitoring of cluster specific error conditions. However, you can use the Call Home feature on individual nodes of a cluster.
What error conditions does Call Home monitor in a NetScaler appliance?
Call Home supports monitoring of the following events in a NetScaler appliance:
  • Compact flash drive errors
  • Hard disk drive errors
  • Power supply unit failure
  • SSL card failure
  • Warm restart
What mechanism does Call Home use to upload the Call Home tar file to CIS?
Call Home uses the HTTPS protocol to upload the Call Home tar file.
Does Call Home support automatic Technical Support service request creation?
No. Call Home does not currently support automatic Technical Support service request creation. You must contact the Citrix Technical Support team to open a service request.
What is the frequency of Call Home tar file uploads to CIS?
Call Home creates the Call Home tar file and uploads it to the Citrix Technical Support server (CIS) upon first occurrence of a particular error condition since the appliance was last started. That is, a reoccurrence of same error condition does not trigger another upload unless the appliance was rebooted after the previous occurrence.
 

Can system logs generated by Call Home be uploaded through a proxy server?

Yes. If your NetScaler appliance does not have direct Internet connectivity, you can configure a proxy server, through which system logs generated by Call Home are uploaded to the Citrix Technical Support server (CIS).

Does Call Home mask sensitive data before uploading the system logs to the Citrix Technical Support server?

Yes, all sensitive information from the system logs (such as passwords, SSL key names, and so on) are masked before they are uploaded to the Citrix Technical Support server.

Is the Call Home feature enabled by default on the appliance?

No, the Call Home feature is disabled, by default. You must first enable the feature to register the appliance for critical error conditions.

Must I configure SNMP for Call Home to monitor error conditions?

No, you need not configure SNMP for Call Home to monitor error conditions, because SNMP and Call Home uploads are independent of each other. If you want to be alerted each time an error condition occurs, you can configure the corresponding SNMP alarm for that error condition. Must I configure SNMP for Call Home to monitor error conditions?

Is the Call Home feature enabled by default on the appliance?

No, the Call Home feature is disabled, by default. You must first enable the feature to register the appliance for critical error conditions.