NetScaler® Console service

How to generate a technical support bundle for a NetScaler® instance

January 30, 2026

Contributed by:

C S

For help with analyzing and resolving any issues with a NetScaler instance, you can generate a technical support bundle on the instance and send the bundle to Citrix technical support. The technical support bundle is a zipped tar archive of system configuration data and statistics. The technical support bundle collects the following data from the NetScaler instance on which you generate the bundle:

Configuration files. All files in the /flash/nsconfig directory.
newnslog files. The currently running newnslog and some previous files. To minimize the archive file size, the newnslog collection is restricted to 500 MB, 6 files, or 7 days, whichever occurs first. If older data is needed, it might require manual collection.
Log files. Files in /var/log/messages, /var/log/ns.log, and other files under /var/log and /var/nslog.
Application core files. Files created in the /var/core directory within the last week, if any.
Output of some CLI show commands.
Output of some CLI stat commands.
Output of BSD shell commands.

It is mandatory to specify the time for generating technical support files. You must explicitly choose a time reference when generating a technical support file. You can either select the custom option and specify a custom date and time or use the Now option. Specifying the time ensures that the exact time context is explicitly defined.

The time parameter specifies the reference time, in Common Log Format, used to locate newnslog files. The format is: DD/MMM/YYYY:HH:MM:SS.

When time is specified, up to four newnslog log files are collected:

The newnslog file corresponding to the specified time range
The log file created immediately before the first file (if available)
The log file created immediately after the first file (if available)
The latest newnslog directory

Note:

If the scope is set to cluster, the second and third log files are not collected on any node.

You can also securely upload the technical support bundle to the Citrix technical support server. Starting from NetScaler 14.1 release 8.x build, you must generate an authentication token before you upload the technical support bundle. In the previous builds, you can upload the technical support bundle using Citrix username and password.

To generate the authentication token:

Launch a browser and enter the following URL - https://cis.citrix.com/auth/api/create_identity_v2/?expiration=3600.
Log in using multifactor authentication.

Note:

For information on how to enroll for multifactor authentication, see How to Enroll into multifactor authentication (MFA).
Click Copy to copy the authentication token displayed on the screen. The token is valid for 3600 seconds (1 hour). The maximum allowed length for the token is 1023 characters.

After copying the authentication token, use the GUI to upload the file.

To upload the technical support bundle using the GUI:

Navigate to Infrastructure > Instances > NetScaler.
Select a NetScaler instance.
Select Generate Technical Support File from Select Actions.
Click Generate Technical Support File.
Use the Scope option to specify if you want to gather data on the present node, all cluster nodes, or for the specified partitions.
Select one of the following options from Choose the time option for Technical Support Data:
- Now - Uses the current system time and preserves the behavior of earlier releases.
- Custom - Uses the specified date and time.
Select Upload the Collector Archive.
In the My Citrix Account section, enter the authentication token in the Citrix Authentication Token field.
Click Create Technical Support.

Generate technical support bundle

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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NetScaler Secure Deployment Guide

How to generate a technical support bundle for a NetScaler® instance

January 30, 2026

Contributed by:

C S

January 30, 2026

Contributed by:

C S

How to generate a technical support bundle for a NetScaler® instance

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