Citrix Support Secrets Webinar Series: + Special Guests

Citrix Support Secrets
Webinar Series
Top 10 Troubleshooting Tools for your Citrix Environment
David McGeough, Program Manager, WW Services Marketing
April 25, 2013

+ Special Guests
Agenda
• Why troubleshooting tools are crucial in a Citrix Environment

• Overview of each troubleshooting tool
• When should I use a tool?
• Issues and their resolutions
2 © 2012 Citrix | Confidential – Do Not Distribute

Why use Troubleshooting Tools?
• Help you diagnose root cause faster!

ᵒ In some cases fix issue from within tool
• Minimize down time
• Single view of all configuration settings
• Provides Citrix Support configuration output in a standard format
• …So troubleshooting tools are a necessity!
© 2012 Citrix | Confidential – Do Not Distribute

Criteria
• # downloads over last 12 months

• Customer feedback
• Tools which were developed in-house
• Active products
• All tools listed here - http://support.citrix.com/article/CTX126294

10 MedEvac
Link to Tool
Overview
• MedEvac verifies your XenApp farm is in a healthy state

• Focuses on 3 key areas:
ᵒ XML Service Health
ᵒ Data Collector Health
ᵒ Least-loaded Server Health
• Additional Checks:
ᵒ Terminal Services Health
ᵒ RPC Health
• Article: How to Monitor Farm Health using MedEvac

Preview

9
Citrix
Diagnostics
Toolkit
Link to 32-bit Tool
Link to 64-bit Tool
About the developers……
Frank Marzullo
Lead Architect and Developer of The Citrix
Diagnostics Toolkit
Thomas Bianchi
Developer of Citrix Web Interface Tracing and Co-
developer of the Citrix Diagnostics Toolkit

Data Collection Challenges
What data do I collect?
How do I collect it ?
Where do I get the tools?
What context info do I need ?

Citrix Diagnostics Toolkit
The Citrix Diagnostics Toolkit is not an application.
The Citrix Diagnostics Toolkit is not a tool.
The Citrix Diagnostics Toolkit is not a new product it’s a concept.

Installer
Provides a structured framework for rapid deployment and data collection.
Must be installed to the System Drive of the machine (typically C:\)
No Reboot Required
No Prerequisites Required
Designed to work on broken boxes

The Packager
Runs automatically when the “Stop Tracing”

or “Data Packager” shortcuts are used.
Data collection, context info and clean up.
Opens the “Upload” folder and launches a

browser to the Auto Support site.

Key session takeaways:
“Time is Money” – C.D.T. saves you time.
C.D.T. consolidates and organizes all your tools
Never forget the context information again

Citrix Confidential - Do Not
Distribute
Resources
• CTX135075 - Citrix Diagnostics Toolkit - 64bit Edition

• CTX134966 - Citrix Diagnostics Toolkit - 32bit Edition
• Blog Post - Citrix Diagnostics Toolkit
• A recording of Frank’s presentation at Synergy 2013 Anaheim will be

available for online viewing and download following the show.

8 XenDesktop
Site Checker
Link to Tool
Overview
• XenDesktop Site Checker verifies that all XenDesktop services are running and
services instances are registered.
• In addition the tool provides advanced management tasks not available in
Desktop Studio
• Goal of this tool
ᵒ Help identify and rectify common XenDesktop site issues, while giving the user an
“under the hood” look at a XenDesktop 5.x site.
ᵒ The tool has the ability to identify and fix unregistered service instances in a
XenDesktop site.

Preview

7 HDX Monitor
Link to Tool
Overview
• HDX Monitor provides detailed information about the various HDX

technologies, their performance, and diagnostics information.
• The tool is designed for ICA session HDX experience diagnostics
• Requires: XenApp 6.5 or greater or XenDesktop 5.5 or greater.
• Note: HDX Monitor does not modify any HDX related data or configuration.

Preview

6 Print
Detective
Link to Tool
Overview
• Print Detective is the perfect tool to troubleshoot problems related to print

drivers
• A nice view of all printer drivers is displayed, including driver specific info
• Print drivers can be deleted from within the tool
• Command-line interface is also provided
• Note: Administrative permissions are required to delete print drivers

Preview

5 Citrix Scout
Link to Tool
Special Guest
Michael Ryan
• 4 years with Citrix
ᵒ 2 ½ years @ Citrix Support (TRM)
ᵒ 1 ½ years @ TaaS Product Manager
• Tool owner
ᵒ Scout for XA/XD

Overview
• Tools as a Service (TaaS) is a Citrix initiative to provide automated support to

customers
• Consists of:
ᵒ Data Collection Tool
ᵒ Upload data to TaaS Website
ᵒ Data Analysis & Review
• Online Analysis will give you:

ᵒ Farm/Site details
ᵒ Identify known issues
ᵒ Give “Best Practice” recommendations

Quick Demo

4 Citrix
XDPing
Link to Tool
Special Guest
Karen Sciberras
• Six years with Citrix Technical Support specializing in
XenDesktop and Provisioning Services.
• Synergy Presentations:
• SUM301: From creation to registration: lifecycle of a virtual
machine http://www.citrix.com/tv/#videos/4736
• SUM503: Troubleshooting the XenDesktop VDA
http://www.citrix.com/tv/#videos/2935
• SUM302: Troubleshooting XenDesktop deployments
http://www.citrix.com/tv/#videos/2291

Overview
• XDPing is available within Xendesktop media as well as CTX123278

• A command-line based application which checks for common configuration
issues
• Useful for troubleshooting registration issues in XenDesktop environment
• Ability to run it locally on VDA and DDC machines or remotely
• Only a subset of the information is available when running against a remote machine
• Any feedback/improvement welcome

Quick Demo

3 CDFControl
Link to Tool
Overview
• CDFControl is an event tracing tool capturing CDF trace messages

• Real-time trace viewing and performance data collection
• User must have administrative privileges

• CDFControl guide provides detailed requirements
• Ver. 12.0 of Online Plugin-in for Windows introduced CDF

• This allows client-side CDF tracing

Example – Seamless Issue
Select
SelectModules
Trace to
Trace
Category
Trace modules:
CTX124934

2
Repair
Clipboard
Chain
Link to Tool
Overview
• Repairs the common copy and paste problems that occur between local
application and ICA session
Before After

Preview

1
Citrix Quick
Launch
Link to Tool
Special Guest
Frederic “Fred” Serriere

• 12 years with Citrix
ᵒ 9 ½ years @ Citrix Support
ᵒ 2 ½ years @ Citrix Consulting
• Tool developer
ᵒ Citrix Quick Launch
ᵒ Citrix Printing Tool
ᵒ Citrix UPM Log Parser
ᵒ Citrix Logoff Sessions Tool
ᵒ Citrix ICA File Creator

Overview
• CQL does not solve anything however it provides administrators a way to

connect over ICA/HDX without relying on Web Interface, PNAgent or
StoreFront.
• It works with any version of XenApp/Presentation Server/MetaFrame and
XenDesktop 5.x in HA mode
• It requires Citrix ICA Client 9.0 minimum - it is NOT a replacement for the ICA
client/Receiver
• Any comment/improvements/wish list are welcome…

Quick Demo

Next Webinar: May
• Title: Common Pitfalls when Setting up a NetScaler for the First Time
• Description: In this session, Ronan will step through the most common issues
you can experience at an early stage of your NetScaler deployment, and how
to diagnose them using on-box tools.
• When: May 30th
• Registration Now!

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Citrix Support Secrets

David McGeough, Program Manager, WW Services Marketing

April 25, 2013

• Why troubleshooting tools are crucial in a Citrix Environment

2 © 2012 Citrix | Confidential – Do Not Distribute

• Help you diagnose root cause faster!

• …So troubleshooting tools are a necessity!

© 2012 Citrix | Confidential – Do Not Distribute

• # downloads over last 12 months

4 © 2012 Citrix | Confidential – Do Not Distribute

• MedEvac verifies your XenApp farm is in a healthy state

6 © 2012 Citrix | Confidential – Do Not Distribute

7 © 2012 Citrix | Confidential – Do Not Distribute

9 © 2012 Citrix | Confidential – Do Not Distribute

What data do I collect?

Where do I get the tools?

What context info do I need ?

© 2012 Citrix | Confidential – Do Not Distribute

The Citrix Diagnostics Toolkit is not an application.

The Citrix Diagnostics Toolkit is not a tool.

The Citrix Diagnostics Toolkit is not a new product it’s a concept.

© 2012 Citrix | Confidential – Do Not Distribute

Provides a structured framework for rapid deployment and data collection.

Must be installed to the System Drive of the machine (typically C:\)

Designed to work on broken boxes

© 2012 Citrix | Confidential – Do Not Distribute

Runs automatically when the “Stop Tracing”

Data collection, context info and clean up.

Opens the “Upload” folder and launches a

© 2012 Citrix | Confidential – Do Not Distribute

“Time is Money” – C.D.T. saves you time.

C.D.T. consolidates and organizes all your tools

Never forget the context information again

© 2012 Citrix | Confidential – Do Not Distribute

• CTX135075 - Citrix Diagnostics Toolkit - 64bit Edition

• A recording of Frank’s presentation at Synergy 2013 Anaheim will be

© 2012 Citrix | Confidential – Do Not Distribute

17 © 2012 Citrix | Confidential – Do Not Distribute

18 © 2012 Citrix | Confidential – Do Not Distribute

• HDX Monitor provides detailed information about the various HDX

20 © 2012 Citrix | Confidential – Do Not Distribute

21 © 2012 Citrix | Confidential – Do Not Distribute

• Print Detective is the perfect tool to troubleshoot problems related to print

• Note: Administrative permissions are required to delete print drivers

23 © 2012 Citrix | Confidential – Do Not Distribute

24 © 2012 Citrix | Confidential – Do Not Distribute

© 2012 Citrix | Confidential – Do Not Distribute

• Tools as a Service (TaaS) is a Citrix initiative to provide automated support to

• Online Analysis will give you:

27 © 2012 Citrix | Confidential – Do Not Distribute

28 © 2012 Citrix | Confidential – Do Not Distribute

© 2012 Citrix | Confidential – Do Not Distribute

• XDPing is available within Xendesktop media as well as CTX123278

31 © 2012 Citrix | Confidential – Do Not Distribute

32 © 2012 Citrix | Confidential – Do Not Distribute

• CDFControl is an event tracing tool capturing CDF trace messages

• User must have administrative privileges

• Ver. 12.0 of Online Plugin-in for Windows introduced CDF

34 © 2012 Citrix | Confidential – Do Not Distribute