Product Documentation

Diagnostics

Jun 07, 2013

Tracing Tab

Trace files are effective in helping our Technical Support team pinpoint your problem. The appliance provides a certain amount of tracing continuously. The results can be packaged into an ZIP archive if you click Stop Trace. This archive can be downloaded onto your computer, via Retrieve File. Once downloaded, it can be forwarded to Support. Because the trace files are generated continuously, they also provide crash analysis data.

This tab has a large number of tracing parameters, none of which should be touched except at the request of Support.

Figure 1. The Tracing tab

Bypass Card Test Tab

The fail-to-wire (Ethernet bypass) functionality of the Ethernet interface can be tested for a user-selected period with the feature. Enter the number of seconds for the unit to fail-to-wire (bypassing all appliance functionality and causing the unit to act as if it had a cross-over cable between the two ports) and click Submit Query. The bypass relay will close for the specified number of seconds. Afterwards, normal operation will resume.

Figure 2. Bypass Card Test tab

Retrieve Cores Tab

If the appliance software has exited abnormally, core files will have been left behind. The unit will restart automatically after an abnormal exit, except in cases of persistent crashes, where it will disable acceleration while leaving the management interface active.

Figure 3. Retrieve Cores tab
  1. Select one or more core files to send to Support. Choose core files based on date and time. That is, a core file that was generated at a time when the unit was failing or behaving strangely is better than one from a period where no one noticed anything wrong. When in doubt, send them all.
  2. In the Core Retrieval table, select the check boxes in the left-hand column of the desired core files. Leave the checkboxes for “Retrieve Core,” “Trace,” and “Log” checked and the “Timespan” at 20 minutes. (The “Timespan” field tells the system how far back before the core file was generated to collect log data and similar information.)
  3. Click Get Core Files. The selected files will be gathered into a.zip archive (this may take several minutes), and a new screen will be shown.
  4. Click on the Click here link. A dialog box will ask you what you want to do with the file. Select “Save File to Disk.” A “Save As..” dialog box will open. Choose an appropriate directory and save the file.

Line Tester Tab

The “Line Test: SERVER” function starts an iperf server on the appliance, running in TCP mode. Iperf is a free TCP/UDP performance testing tool, available for Windows and UNIX systems from:

http://dast.nlanr.net/Projects/Iperf

The documentation for iperf is also on this site. Iperf is preinstalled on appliances as a convenience.

To run iperf tests, one system (an appliance or other host) must run iperf as a server, and another must connect to it as a client. The defaults on the Diagnostics Tools page are the usual defaults for iperf. Click Start Server to start an iperf server on the appliance.

The “Line Test: CLIENT” function starts an iperf client on the unit, running in TCP mode. You specify the iperf server to connect to, the port number, the interface, and the length of the test. For the latter two parameters, the defaults are usually adequate. When the test is complete, the connection speed will be reported.

Figure 4. Line Tester tab

Ping and Traceroute Tabs

The Ping and Traceroute tabs (not shown) allow you to use the standard ping and traceroute utilities to test connectivity to remote systems.

System Info Tab

The System Info tab takes you to a page that lists all parameters that are not set to their defaults. This information is read-only. It is used by Support when some kind of misconfiguration is suspected. When you report a problem, you may be asked to check one or more values on this page.

The information is intended for use by Support, and is not documented.

Figure 5. System Info tab

Diagnostic Data Tab

The Diagnostic Data tab packages data for analysis by Citrix Support. There are two features: tracing and one-button data collection. Use them only at the request of Citrix Support, which will provide you with instructions for which options to set and where to send the resulting data files.

Figure 6. Diagnostic Data tab