Are you unhappy seeing these complaints on user mobile devices when connecting to XenMobile Server?
- “Worx Home could not connect”
- “Access to your company network is not currently available”
- “Profile Installation Failed. A connection to the server could not be established.”
- “Please contact Support for access to your apps”
- “Unable to complete enrollment. Please contact your IT department for more information,” and so on …
Well, then? Citrix XenMobile Analyzer is the solution for you!
XenMobile Analyzer is a one-stop solution to diagnose any XenMobile-related issues. It is a cloud-based solution that will help diagnose XenMobile configuration issues, whether it’s your on-prem or cloud deployment. Any XenMobile administrator that has a MyCitrix account can log in and troubleshoot the XenMobile environment issues.
After logging into the XenMobile Analyzer cloud portal, the administrator will be presented with a set of steps to follow that will identify issues related to their XenMobile server or client components.
In the current version, the steps in the XenMobile Analyzer portal are –
- Environment Check: Helps to find if there are any device/user enrollment and authentication issues.
- Advanced Diagnostics: Tells the administrator how to collect server and client side logs and upload them to the Citrix Insight Server (CIS) to identify issues using the logs. The CIS server has the intelligence to parse the administrator provided logs.
- WorxMail Readiness: Tells the administrator about the Worx EAS Test Application, which will help diagnose the WorxMail configuration related issues. This section also points the administrator to where to find the tool and how to use it.
- Server Connectivity Checks: This section tells the administrator how to perform the connectivity checks on Citrix XenMobile server and Citrix NetScaler Servers.
- Contact Citrix Support: If none of the above steps are helpful, administrator can the contact the Citrix Support. This section will guide the administrator where to create a support case.
NOTE: There would be more steps added in future prior to Step 5.
In this section the administrator will be able to find out if there are any device/user enrollment and/or authentication issues. Administrators need to provide basic information about the XenMobile deployment like server deployment type, FQDN (Fully Qualified Domain Name), mobile platform that he wants to test against, authentication type and the test user credentials before triggering the tests.
The Environment Check tool will then connect to the XenMobile Server and scan the environment to see if there are any configuration issues with respect to the enrollment and authentication of the devices.
If it finds any issues, the tool provides accurate recommendation(s), which the administrator can follow to correct the current configuration of the XenMobile Server. The administrator can re-run the tests after correcting the environment, as suggested in the recommendations.
Every time the tests are run, the tool provides a step-by-step Results Summary of tests run, tests that passed, tests that failed, as well as any tests that were not run.
How Does it Work?
- After logging in into XenMobile Analyzer, the administrator clicks on “Step 1: Environment Checks,” and then on the “Get Started” button.
- Click on “Add Test Environment” button to create a new test. This will open up a new dialog “Add New Test Environment”.
- The administrator has to provide a unique name for the test. This name will help the administrator to identify the test so that he can rerun in future if required.
- Select appropriate “Deployment Mode” from the drop down.
- If the test user has an invitation URL for enrollment, the administrator can select “Do you have an invitation URL?” check box, provide the invitation URL in the new text box and press Tab. This will automatically discover the XenMobile server, username and other required details.
- If the test user does not have an invitation URL, they can manually enter the XenMobile Sever FQDN in the “FQDN, UPN or Email” text box. This is the enrollment hostname that the users use on WorxHome on the devices. This text box also accepts UPN or email of the test user.
- If the XenMobile Server uses a custom instance (default is “zdm”), “Instance Name” text box can be used to configure that.
- Administrator can choose the platform between iOS and Android to perform the tests.
- Provide the values for Username and Password fields, which will be used to perform enrollment and authentication on the XenMobile Server. If the environment is configured for “Two Factor Authentication”, click the check box and provide the second password.
- Click on “Save and Run” button to start the tests. This will save the basic information of the tests provided and tests will start running.
- While the tests are running, the tool provides the progress on the various steps being performed.
- When the individual tests pass, it is shown as green.
- If any of the steps fail, it is shown as red in the progress bar. In this case it also tells if there are any recommendations waiting for the administrator to follow and fix the issues.
- Administrator either can close this progress dialog or choose to leave it as it is.
- If the progress dialog is closed, he can always go back to the test from the “Test Environments List” page and select the test and click on “View Report” button.
- When the administrator clicks on the “View Report” button from the menu or from the progress dialog, it opens the results page.
- Results page shows “Test Details,” “Recommendations” (if any) and “Results” sections.
- If there are any recommendations, they will be listed here. For cases where there are Citrix KB (Knowledge Base) articles available, the links would be provided along with the recommendation. The administrator can go to the link by selecting the checkbox against the recommendation and clicking on “KB Article” button, where he can obtain more detailed information about the issue or configurations.
- Clicking on the “Results” tab below expands to display the individual category, tests that were performed and the results. Administrator can also download this report by clicking on “Download Report” button.
- Administrator can go back to the list of test environments created by clicking on “Back To Test Environments” button.
- Administrator can rerun the tests by selecting the desired test and clicking on “Start Test” button.
Scenarios covered by XenMobile Analyzer
How to access the tool
- Login to https://xenmobiletools.citrix.com using your MyCitrix account credentials. You will see the page as below.
- Click on the first card “Analyze and Troubleshoot my XenMobile environment”. You will see a new browser tab opening with page as shown below. Click on “Step 1: Environment Check” and “Get Started“.
Frequently Asked Questions
- Why should I use XenMobile Analyzer?
- To ensure error free configuration of XenMobile Server deployment
- To reduce turnaround time to fix configuration related issues
- To accelerate production deployment roll outs
- When should I use XenMobile Analyzer?
- When you have device enrollment issues
- When you want to find and fix issues with help of Logs(support bundles)
- When you want to find and fix WorxMail related issues
- When you want to ensure that all your back-end servers are connected well
- What are these Step 1 to Step 5 for?
- When you have any problem in accessing XenMobile server from devices, it is recommended that you follow each of these steps to identify what the issue is. The tools in every step try to identify if there are configuration problems in your environment, and provide you recommendations for correcting the configurations.
- My XenMobile Server is configured on custom iOS enrollment port(other than default 8443). How do I test it?
- Go to Step 1, “Environment Check” and Add a Test Environment Name.
- In the “FQDN, UPN or Email” text box, provide the FQDN along with port. Ex: xenmobileserver.domain.com:8888
- My XenMobile Server is configured on custom instance name other than the default “zdm“. How do I test it?
- Go to Step 1, “Environment Check” and Add a Test Environment Name.
- In the “Instance Name” text box, edit it and provide your custom instance name
- Can I edit an already added test in Step 1?
- No. You can only edit the Invitation URL, Enrollment Pin, User Credentials and Two factor auth fields for re-running the test as per your configurations. You need to create a new test if you want to edit the FQDN of the XenMobile server.
- I am having WorxMail issues in my XenMobile Environment.
- Go to Step 3, “WorxMail Readiness“
- You will be guided to get a test app “Worx EAS Test App” with details (CTX141685) on how to use it to diagnose WorxMail issues.
- I have XenMobile Server Logs (Support Bundles) and the User application (Worx Apps) logs already collected. How do I diagnose the issue?
- Go to Step 2, “Advanced Diagnostics”
- This section guides you on how to upload your support bundles from server and the client to CIS (Citrix Insights Services) server.
- CIS server will parse your logs and provides appropriate resolutions.