As a member of Citrix Technical Support for over a decade, I’m proud to share some valuable and often overlooked information to help you quickly pinpoint problems and resolve your Citrix Receiver issues effectively. Several Citrix components offer important diagnostic data. Since most connection scenarios touch several Citrix products, this debug data is often located across several independent products.
Citrix XenApp and XenDesktop Offer CDF Tracing
CDF Tracing is our primary Citrix Diagnostic Facility and is included in several other Citrix Products as well. After basic troubleshooting, Citrix Support will often request a CDF Trace while reproducing a problem. The CDF Trace is commonly received by the Support representative for an in-depth analysis. While this scenario has a good track record for resolving issues, it does require access to public (or private) symbols for parsing the data into more readable messages.
Receiver for Mac
For our Mac clients, we have have four types of Logs: Installer logs, Store Communication logs, Authentication Manager logs and ICA Engine logs. ICA Engine logging is only available in a special Debug Receiver for Mac that can be provided by a Support Representative if necessary. The other three logs are readily available in the public version of the Receiver for Mac but do require the logging be enabled first. The produced log is readable without additional parsing.
Receiver for iOS includes advanced logs
This is a logging facility that captures all the Receiver’s debug messages. To gather the appropriate data, Advanced Logs must be enabled on the iOS device prior to reproducing the problem. A collection of sequential log files will be created and are easily shared with common methods from the device, like email or a file sharing application like ShareFile. Since there is a series of logs, it is important to note the relative time of the failing steps taken to reproduce an issue. These logs are also very legible with time stamps and detailed messages (Please note, the Advanced Logs will be disabled after they are sent from the device).
Receiver for Android
We utilize Android’s built in log collector gathered with Logcat. Logging for the Receiver for Android is always on, so it does not need to be enabled. The output will be a single log file will all the Citrix Receiver messages, so again, a good time marker of the issue is helpful. Receiver for Android logs will also include stack traces if a Receiver crash occurs.
Like Mac and iOS, these logs are also easy for anyone to investigate. When examining any of these logs, look for clear error messages or obvious failures. When possible, collect a successful iteration and failing occurrence to investigate the differences. Search Citrix Support with these questionable messages. Hopefully with the power of these diagnostics, you can resolve your Citrix Receiver issues more efficiently.