Folks who have been using LabManager for a long time might have come across Python traceback on the LabManager Web UI which looks like this.

Then you wonder what it is and what details to collect before contacting support. So here are the three things that you need to gather before contacting Citrix Support.

1) HTML source of the error page – Many at times customers send us the HTML source of the homepage or the job ui page. But these pages do not carry the python traceback information. What you will need to do is go to the ‘Role Operations’ tab of the job page and view the HTML source on the browser. The video demonstrates this.

2) VMAgent logs – Typically this may be several megabytes but we usually only the latest logs. The logs are located in C:\Documents and Settings\All Users\Application Data\Citrix\LabManagerVMAgent\logs  if you have installed your VMAgent on Windows 2003 Server and the corresponding User Data folder in Windows 2008 Server.

3) LabManager Server logs – Just like the VMagent logs, this could also be several megabytes and we usually need only the latest one. The logs are located in logs C:\Documents and Settings\All Users\Application Data\Citrix\LabManager\logs for Window 2003 Server and the corresponding User Data folder in Windows Server 2008.

4) Optional – PostgreSQL .backup file – If the issue happened to be related to the LabManager Server, in that case the support engineers might want to reproduce the issue inhouse using the your very own database. In such a case, you may need to send the .backup file of your PostgreSQL db also. The video demonstrates how to do this.

That’s all folks. Please let me know if you have any queries.



Contact me at: Citrix, Gmail, Skype: arun.pc