Troubleshooting Guidelines
Technical Support
All troubleshooting and escalation queries require a recent NetScaler techsupport bundle, which captures current configuration, firmware version installed, log files, outstanding cores, and others.
Example:
show techsupport
showtechsupport data collector tool - $Revision: #5 $!
...
<!--NeedCopy-->
All the data will be collected under
...
Archiving all the data into "/var/tmp/support/collector_P_192.168.121.117_18Jun2015_09_53.tar.gz" ....
Created a symbolic link for the archive with /var/tmp/support/support.tgz
/var/tmp/support/support.tgz ---- points to ---> /var/tmp/support/collector_P_192.168.121.117_18Jun2015_09_53.tar.gz
<!--NeedCopy-->
After a techsupport bundle has been generated, it might be copied using SCP.
Traces
NetScaler TCP optimization issues normally require NetScaler traces to troubleshoot properly. Note that one should try to capture traces under similar conditions, i.e. on the same cell, during the same time of day, using the same user equipment and application, and others.
The start nstrace and stop nstrace commands might be used to capture traces:
- It’s strongly recommended that the appropriate filter is used to avoid capturing extraneous, unnecessary packets on the trace. For instance use start nstrace -filter ‘IP == 10.20.30.40’ to only capture packets being sent to or received from IP address 10.20.30.40, which is the user equipment IP address.
- Do not use the -tcpdump option, since it strips the nstrace headers which are required for debugging.
Trace Analysis
After a NetScaler trace has been captured, it might be viewed with Wireshark 1.12 or later. Verify that the captured traces include the appropriate NetScaler Packet Trace headers, as shown in the screen capture below:
The additional debug headers are also visible per the illustration below:
Connection Table
When the issue is related to TCP optimization and it can be reproduced or it’s on-going, it is best to get also the connection table when the issue occurs from the primary T1 node.
To get the table you shall need to switch to the BSD shell and run the following command:
shell
...
nscli -U 127.0.0.1:nsroot:nsroot show connectiontable -detail full link > /var/tmp/contable.log
<!--NeedCopy-->
Note
The command might be executed for a longer time and management CPU might be stressed at that time (depends on the number of connection table entries), but it’s not service affecting.
The official version of this content is in English. Some of the Cloud Software Group documentation content is machine translated for your convenience only. Cloud Software Group has no control over machine-translated content, which may contain errors, inaccuracies or unsuitable language. No warranty of any kind, either expressed or implied, is made as to the accuracy, reliability, suitability, or correctness of any translations made from the English original into any other language, or that your Cloud Software Group product or service conforms to any machine translated content, and any warranty provided under the applicable end user license agreement or terms of service, or any other agreement with Cloud Software Group, that the product or service conforms with any documentation shall not apply to the extent that such documentation has been machine translated. Cloud Software Group will not be held responsible for any damage or issues that may arise from using machine-translated content.
DIESER DIENST KANN ÜBERSETZUNGEN ENTHALTEN, DIE VON GOOGLE BEREITGESTELLT WERDEN. GOOGLE LEHNT JEDE AUSDRÜCKLICHE ODER STILLSCHWEIGENDE GEWÄHRLEISTUNG IN BEZUG AUF DIE ÜBERSETZUNGEN AB, EINSCHLIESSLICH JEGLICHER GEWÄHRLEISTUNG DER GENAUIGKEIT, ZUVERLÄSSIGKEIT UND JEGLICHER STILLSCHWEIGENDEN GEWÄHRLEISTUNG DER MARKTGÄNGIGKEIT, DER EIGNUNG FÜR EINEN BESTIMMTEN ZWECK UND DER NICHTVERLETZUNG VON RECHTEN DRITTER.
CE SERVICE PEUT CONTENIR DES TRADUCTIONS FOURNIES PAR GOOGLE. GOOGLE EXCLUT TOUTE GARANTIE RELATIVE AUX TRADUCTIONS, EXPRESSE OU IMPLICITE, Y COMPRIS TOUTE GARANTIE D'EXACTITUDE, DE FIABILITÉ ET TOUTE GARANTIE IMPLICITE DE QUALITÉ MARCHANDE, D'ADÉQUATION À UN USAGE PARTICULIER ET D'ABSENCE DE CONTREFAÇON.
ESTE SERVICIO PUEDE CONTENER TRADUCCIONES CON TECNOLOGÍA DE GOOGLE. GOOGLE RENUNCIA A TODAS LAS GARANTÍAS RELACIONADAS CON LAS TRADUCCIONES, TANTO IMPLÍCITAS COMO EXPLÍCITAS, INCLUIDAS LAS GARANTÍAS DE EXACTITUD, FIABILIDAD Y OTRAS GARANTÍAS IMPLÍCITAS DE COMERCIABILIDAD, IDONEIDAD PARA UN FIN EN PARTICULAR Y AUSENCIA DE INFRACCIÓN DE DERECHOS.
本服务可能包含由 Google 提供技术支持的翻译。Google 对这些翻译内容不做任何明示或暗示的保证，包括对准确性、可靠性的任何保证以及对适销性、特定用途的适用性和非侵权性的任何暗示保证。
このサービスには、Google が提供する翻訳が含まれている可能性があります。Google は翻訳について、明示的か黙示的かを問わず、精度と信頼性に関するあらゆる保証、および商品性、特定目的への適合性、第三者の権利を侵害しないことに関するあらゆる黙示的保証を含め、一切保証しません。
ESTE SERVIÇO PODE CONTER TRADUÇÕES FORNECIDAS PELO GOOGLE. O GOOGLE SE EXIME DE TODAS AS GARANTIAS RELACIONADAS COM AS TRADUÇÕES, EXPRESSAS OU IMPLÍCITAS, INCLUINDO QUALQUER GARANTIA DE PRECISÃO, CONFIABILIDADE E QUALQUER GARANTIA IMPLÍCITA DE COMERCIALIZAÇÃO, ADEQUAÇÃO A UM PROPÓSITO ESPECÍFICO E NÃO INFRAÇÃO.