Product Documentation

Troubleshooting Tips

Nov 27, 2014
NetScaler Insight Center does not display the HDX Insight reports for CloudBridge appliances. What should I do?
  • Check the firewall configuration and make sure that the CloudBridge appliance and NetScaler Insight Center communicate over port 4739.
  • Wait for 2 to 3 minutes after the traffic is generated. NetScaler Insight Center usually takes two to three minutes to display the HDX Insight reports for a user.
  • Check the CloudBridge discovery status on the NetScaler Insight Center Inventory.
  • Make sure that CloudBridge ICA connections are accelerated with Disk Based Compression (DBC) policy. To verify, on the Monitoring tab, navigate to Optimization > Connections, and in the right pane check to see if the Compression Type is Disk for ICA service class.

    Also, on the Configuration tab, navigate to Optimization Rules > Service Classes and in the right pane, expand ICA and click Edit. The Acceleration Policy selected must be Disk.

  • On the CloudBridge appliance, make sure that the configuration for Appflow HDX Data set is enabled. Also, make sure that the update Interval is set to one minute and NetScaler Insight Center collector IP or port should not be deleted. To verify, on the Configuration tab, navigate to Appliance Settings > AppFlow and verify the values on the right pane.
The HDX Insight reports display the Uptime as 'Negative.' What should I do?

Make sure that the NTP server is configured on both CloudBridge appliance and NetScaler Insight Center. To add an NTP server on NetScaler Insight Center, see Configuring Clock Synchronization.

Note: If you have configured the NTP server at a later point of time, then, run the drop_table command from the NetScaler Insight Center Command Line Interface (CLI). Then discover the appliance again and establish a new ICA connection.
The ICA RTT is shown as N/A on the NetScaler Insight Center reports. What should I do?
To debug this issue, check to see if the EUEM value on XenApp or XenDesktop is enabled or not. If EUEM is disabled, then NetScaler Insight Center does not display the ICA RTT values. If EUEM is enabled, and ICA RTT is shown as N/A, then perform each of the following diagnostic operations sequentially till the issue is resolved.
  • Check if the Citrix End User Experience Monitoring (EUEM) configurations are enabled on the XenApp server:
    1. From the Citrix AppCenter, navigate to Citrix Resources > XenApp > Farm > Policies.
    2. On the Settings tab, go to ICA > End User Monitoring and make sure that the following configurations are enabled:
      • ICA Round Trip Calculation
      • ICA Round Trip Calculation Interval
      • ICA Round Trip Calculation for Idle Connections
    3. Verify the configurations.
      1. Check for ICA RTT policy entries in the registry.
        Note: Modifying the registry with an incorrect entry might destabilize the appliance.
        1. Open the command prompt from your Windows machine.
        2. Type regedit and press Enter.
        3. Navigate to HKEY_LOCAL_MACHINE > Software > Policies > Citrix > EndUserMonitoring.
        4. Make sure that the following configurations are available:
          • ICA Round Trip Calculation
          • ICA Round Trip Calculation Interval
          • ICA Round Trip Calculation for Idle Connections
      2. Make sure that the services for these configurations are set to Automatic.
        1. Open the command prompt from your Windows machine.
        2. Type services.msc and press Enter.
        3. In the Services dialog box, make sure that Citrix End User Experience Monitoring is listed and the Startup Type is set to Automatic.
  • If you are using a virtual desktop application, make sure that the Startup Type is set to Automatic. This has to be done on the master image.
    1. Open the command prompt from your Windows machine.
    2. Type services.msc and press Enter.
    3. In the Services dialog box, make sure that Citrix End User Experience Monitoring is listed and the Startup Type is set to Automatic.
  • Make sure that the Citrix EUEM Hotfix is available.
    1. Open the command prompt from your Windows machine.
    2. Type appwiz.cpl and press Enter.
    3. On the Uninstall or Change a Program dialog box, make sure that the Citrix HotFix XA650R01W2K8R2X64064 for the XenApp 6.5 with R01 server is installed.
  • After you start the XenApp or XenDesktop traffic, wait for two or three minutes and check to see the ICA RTT value in NetScaler Insight Center reports.
  • Check if NetScaler Insight Center dashboard displays session ID as NON-EUEM as shown in the following image:
    Figure 1. NetScaler Insight Center Report
  • Make sure that the ICA connections actively send data.
  • Verify the XenApp or XenDesktop versions.
    Table 1. XenApp/XenDesktop Versions and builds

    Product

    HDX Insight

    XenApp

    6.5, build 6682 with HRP01

    XenDesktop

    5.6, build 56060

    7.0 and higher versions

    Table 2. Operating systems and receiver details

    Operating system

    Receiver version

    Windows 7

    3.4 Enterprise Edition

    4.0 Standard Edition

    Windows 8

    3.4 Enterprise Edition

    4.0 Standard Edition

    Mac

    11.8, build 238301 and above

    Note: Mac client does not support ICA RTT reports for CloudBridge version 7.3.0.

    Linux

    13 and above

How do I verify if the CloudBridge appliance is displaying the correct values?
  1. On the Monitoring tab of the CloudBridge appliance, navigate to Optimization > ICA Advanced, and click the Conn Info tab to make note of the ICA session Conn ID.
    Figure 2. CloudBridge Appliance Conn Info tab
  2. On the ICA Advanced page, click the Conn Stats tab, and check to see if the EUEM ICA RTT value is non-zero for that particular ICA session ID.
    Figure 3. CloudBridge Appliance Conn Stats Table
If the configurations are correct, then for any one of those active sessions, check to see if the ICA RTT is a non-zero value for the same session ID in NetScaler Insight Center.
Figure 4. NetScaler Insight Center Report