Product Documentation

Creating Support Bundles in XenMobile

Feb 16, 2015

If you want to report an issue to Citrix or troubleshoot a problem, you can create a support bundle and then upload the support bundle to Citrix Insight Services (CIS).

  1. In the XenMobile console, click the wrench icon in the right upper-hand corner. The wrench icon is available from any page of the XenMobile console.
    Note: You may be asked for your user name and password.


    XenMobile Support opens in a new browser tab.
  2. On the Support page, click Create Support Bundles. The Create Support Bundles page appears. If your XenMobile environment contains clustered nodes, all nodes are shown.



  3. Ensure that the Support Bundle for XenMobile check box is selected.
  4. If your XenMobile environment contains clustered nodes, in Support Bundle for, you can select all the nodes or any combination of nodes to draw data from.
  5. In Include from Database, do one of the following:
    • Click No data.
    • Click Custom data and then select any or all of the following:
      • Configuration data. Includes certificate configurations and device manager policies.
      • Delivery group data. Includes app delivery groups information, containing app types and app delivery policy details.
      • Devices and user info. Includes device policies, apps, actions, and delivery groups.
    • Click All data.
  6. Select the Support Bundle for NetScaler Gateway if you want to include support bundles from NetScaler Gateway and then do the following:
    1. Click Add.



      The Add NetScaler Gateway Server dialog box appears.
    2. In NetScaler Gateway Management IP, type the NetScaler management IP address for the NetScaler Gateway you want to draw your support bundle from.
      Note: If you are creating a bundle from a NetScaler Gateway server that is already added, the IP address is provided.
    3. In User name and Password, type the user credentials needed to access the server running NetScaler Gateway.
      Note: If you are creating a bundle from a NetScaler Gateway server that is already added, the user name is provided.
    4. Click Add. The new NetScaler Gateway support bundle is added to the table.
    5. Repeat Step 6 to add additional NetScaler Gateway support bundles as needed.
  7. Click Create. The support bundle is created and two new buttons, Upload to CIS and Download to Client, appear.



Continue to the procedures for Uploading Support Bundles to Citrix Insight Services or Downloading Support Bundles to a Client.

Uploading Support Bundles to Citrix Insight Services

After creating a support bundle, you can upload the bundle to Citrix Insight Services (CIS) or download the bundle to your computer. These steps show you how to upload the bundle to CIS.

  1. On the Create Support Bundles page, click Upload to CIS. The Upload to Citrix Insight Services (CIS) dialog box appears.



  2. In User Name, type your MyCitrix ID.
  3. In Password, type your MyCitrix password.
  4. If you want to connect this bundle with an existing service request number, select the Associate with SR# check box and in the two new fields that appear, do the following:
    1. In SR#, type the eight-digit service request number you want to associate this bundle with.
    2. In SR Description, type a description of the SR.
  5. Click Upload. The support bundle is uploaded to CIS.

Downloading Support Bundles to Your Computer

After you create a support bundle, you can upload the bundle to CIS or download the bundle to your computer. If you would like to troubleshoot the problem on your own, download the support bundle to your computer.

On the Create Support Bundles page, click Download to Client. The bundle is downloaded to your computer.