Application Delivery Management

Generate a tech support file

November 11, 2024

Contributed by:

C R

We recommend you generate an archive of NetScaler Console data and statistics before contacting technical support for debugging an issue. The archive is a TAR file that you can send to the technical support team.

Note

For NetScaler Console servers in a high availability mode, you can generate a technical support file from either of the servers. Citrix advises you to not use the load balancing virtual server IP address to generate the technical support file.

To configure and send a technical support file from NetScaler Console:

Navigate to Settings > Diagnostics > Technical Support, and then click Generate Technical Support File.
On the Generate Support File page, select the following options:

Collect Debug Logs – Select this option to collect afdecoder logs.
Duration – Enter the duration for which debug logs must be collected. You will only see this option, if you enable the Collect Debug Logs option.

Collect Data Distribution – Select this option to collect distinct and diverse logs from the database.

 The archive file is created as a TAR file.

 For example, the archive file that is created might be named as follows:   Citrix_ADM_<ADM_IP_address>_<DDMMYY>_<time_stamp>.tar.gz

You can send the technical support files to the support team in two ways:
1. You can download the file from the NetScaler Console GUI to your local storage and then use a web browser to upload to Citrix Insight Services(CIS).
2. You can also upload the technical support files to the CIS website by running a script on the Console.
  1. Using SSH, log on to the Console.
  2. Switch to the Shell prompt and type:
    
    /mps/collector_upload.pl

The full command is given below with the attributes you need to provide:

/mps/collector_upload.pl [-proxy [<proxy_user>:<proxy_password>@]<proxy_host>:<proxy_port>] [-user <user>] [-password <password>] [-sr <sr>] [-description <description>] [-debug] <file>
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The advantage of running the Perl script is that you don’t have to download the technical support file from NetScaler Console to your local system and then upload it to CIS. As an option, you can upload the file to CIS directly by using a proxy from the Console.

Ensure that you have an account on CIS. You can use your Citrix account credentials to upload files to CIS.

What if you don’t have a proxy server? Or what if you are facing some issues with SSL forward proxies? (This can happen if the Perl script does not trust the proxy server’s root certificate.) You can still upload the file directly from the NetScaler Console shell to CIS.

Note

You can still download the file and email them to the Citrix technical support team in a situation where NetScaler Console fails to upload the file to CIS from the console. Or, you can download the file from NetScaler Console to your local storage and then use a web browser to upload to CIS.

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.

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Generate a tech support file

November 11, 2024

Contributed by:

C R

November 11, 2024

Contributed by:

C R

Generate a tech support file

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