Product Documentation

Troubleshoot

Oct 16, 2015

Troubleshooting License Server Monitoring

By setting the Polling Errors option on the License Servers page (Configure > License Monitor Configuration > License Server) to Send Email, you can ensure that email is sent to the EdgeSight Administrator if license server polling fails. The administrator has several options for gathering more information:

  • Examine license server-related messages
  • Examine the log file for the core_lsm_license_poller server script

In addition, license servers with polling errors are indicated by specific error or warning icons in the License Usage Summary and License Usage Trending reports available on the Track Usage tab. for more information on these reports, see the “License Usage Summary” and “License Usage Trending” topics in online help.

Note: The EdgeSight 5.4 License Server Monitoring feature only works with license servers that are running Citrix Licensing 11.9. Attempting to monitor an incompatible license server will generate an error during data polling.

License Server Monitoring Messages

You can display license server monitoring messages on the Messages page (Server Status > Messages). To isolate the messages, sort the messages by source and locate those with a source of License Server Monitor. Most of the messages relating to license server monitoring are informational and reflect actions taken on the EdgeSight Server, such as adding or deleting a license server configuration. These information messages include:

  • New License Server Added
  • License Server Deleted
  • License Server was disabled
  • License Server was re-enabled
  • New Product Feature Code found on license server

The Polling Failed error message indicates that an attempt to poll a license server has failed, most likely due to the inability of the license server poller to connect to the license server. (In most cases, an error code of -96 is displayed.) The failure to connect could be due to the license server being down or a network problem.

License Server Poller Log File

You can display the license server poller log file on the Server Script Host page (Server Status > Server Script Host). Locate the core_lsm_license_poller script, right-click the menu button, and select View Log.

A normal polling sequence with no errors is similar to the following:

1/20/2010 8:12:36 PM: LicenseServerMonitor: OnTimer: begin  
1/20/2010 8:12:36 PM: LicenseServerMonitor: PollLicenseServers: begin  
1/20/2010 8:15:49 PM: LicenseServerMonitor: PollLicenseServers method invoked *********************************  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Begin polling Server LICSERVER01.mycompany.net on port 27000  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Total Polling Time: 0:0.93  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Polling Successful. Total Licenses Retrieved: 21  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Begin polling Server LICSERVER02.mycompany.net on port 27000  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Total Polling Time: 0:51.750  
1/20/2010 8:15:49 PM: LicenseServerMonitor: Polling Successful. Total Licenses Retrieved: 300  
1/20/2010 8:15:49 PM: LicenseServerMonitor: PollLicenseServers method completed. ******************************* 

An error in polling is logged as follows:

1/20/2010 9:26:31 PM: LicenseServerMonitor: Begin polling Server LICSERVER01.mycompany.net on port 27000  
1/20/2010 9:26:31 PM: LicenseServerMonitor: Total Polling Time: 0:10.0  
1/20/2010 9:09:18 PM: LicenseServerMonitor: Polling Failed. Error code: -96  
1/20/2010 9:09:18 PM: LicenseServerMonitor: Error Message: 1/20/2010 9:07:06 PM: The License Server Monitor did not  
retrieve any license utilization data for server "LICSERVER01.mycompany.net", port 27000.  
Contact your Citrix License Server Administrator. 

Forward the log to your Citrix License Server Administrator for further investigation.

Troubleshooting Using Agent Log Files

There are several log files located on devices running the agent which can be used to help diagnose issues of agent to server communication. Note that for agents running on virtual desktops, the log files are copied to an agent data file share specified during agent installation.

  • The system and application event logs (found in the event viewer)
  • The main EdgeSight log file. The default location is:

    %ALLUSERSPROFILE%\Citrix\System Monitoring\Data\SYS_EVENT_TXT.txt for Microsoft Vista and Windows 2008 systems

    %ALLUSERSPROFILE%\Application Data\Citrix\System Monitoring\Data\SYS_EVENT_TXT.txt for all other systems

  • Individual worker log files. (See “Monitoring Workers” in Configuring, Scheduling, and Running Workers for more information on worker log files.) The default location is:

    %ALLUSERSPROFILE%\Citrix\System Monitoring\Data\EdgeSight\log for Microsoft Vista and Windows 2008 systems

    %ALLUSERSPROFILE%\Application Data\Citrix\System Monitoring\Data\EdgeSight\log for all other systems

If you detect a problem that you cannot solve and need to contact Technical Support, please have the agent and server software version numbers at hand. To verify product version information:

  • Agent: Open the SYS_EVENT_TXT file. When the agent starts up, it inserts a line similar to the following:
    ----- Starting Agent on machinename version 5.0.74.0 -----
  • Server: Open the EdgeSight console and navigate to Server Status > About. The correct version is listed next to Reflectent.EdgeSight.Loader.dll.