As anyone that works with software knows, it can be challenging to identify and reproduce issues that occur in customer deployments. This is due to insufficient analytical information regarding the environment in which the software is used. In some cases, the issue may be intermittent or challenging to reproduce. In extreme cases like a Citrix Receiver crash, it becomes very hard to determine the root cause of the problem. Finding an optimal solution can often be time consuming.
Information regarding the state and environment when the issue occurred is crucial information to help identify the issue and provide an effective solution. Receiver 12.2 for Mac introduces three new features to address these challenges:
- Improved logging mechanisms
- Collection of Mac Receiver crash details
- Customer Experience Improvement Program (CEIP) for Receiver for Mac.
It should be noted that the information collected is completely anonymous. No user identifiable data such as name, e-mail, usernames, passwords or any other such information is collected.
Traditionally some crashes that occur in customer environments are hard to reproduce in Citrix labs. Availability of crash reports when the crash occurred provide vital information on cause of the crash. To improve the quality of the product and to ease the process, crash reporting has been introduced in Receiver for Mac 12.2. Whenever a crash occurs, the crash logs are uploaded to Citrix in the background. Again the crash reporting is completely anonymous. Any user identifiable data is masked out before uploading.
To disable the crash reporting navigate to Citrix Receiver->Preference->Security & Privacy->Privacy tab. Select the radio button corresponding to “No, Thanks” under Crash Reporting section.
Always on Logging
In order to pinpoint an issue and provide a resolution, log files plays an important role. Versions of Receiver for Mac prior to 12.2 provided a facility to select the different levels of logging and to upload to Citrix as shown in figure below.
A drawback in the previous logging mechanism is that if an issue occurred when logging was disabled, no information regarding the issue is captured. Receiver 12.2 for Mac introduces always on logging to avoid such scenarios. Irrespective of whether the logging is enabled or not, always on logging dumps the minimal logs always. It is designed not to cause any overhead on normal Receiver operation.
Always on logging is useful is situations where an issue occurred once and it could not be reproduced. Citrix can get some insight on the issue which may result in resolving the issue.
Customer Experience Improvement Program (CEIP)
In order to improve the quality of the product it is essential to have knowledge regarding how the product is used. Previously there was no way to get that information other than asking the customer directly. In Receiver 12.2 for Mac, CEIP is introduced to collect product usage details anonymously. These analytical details will be used by the product team to understand customer usage of Receiver for Mac in a more meaningful way to further improve the quality of the product. No user identifiable information is collected from customer environment honoring the security and privacy of the customer. The details collected are:
|System Configuration||Hardware Configuration, Operating System details, Connected Devices, installed receiver version, Connected monitor details, Default browser and its version.|
|Receiver Usage Details||Statistics of application launch over a week, Connection failures, Statistics on time to connect to session, Receiver crash count.|
|Environment of the user||Graphics mode, Preferred languages, User Locale, Statistics on Printing through Receiver session.|
|Receiver Installation/upgrade details||Upgrade or Fresh installation, Previous Receiver version, Silent or UI install.|
CEIP is scheduled to collect and upload the data to Citrix at an interval of 7 days by default. The first CEIP data collection would happen 7 days after the installation of Receiver for Mac. It is possible to disable the CEIP data collection from Preferences. To disable CEIP, navigate to Citrix Receiver->Preference->Security & Privacy->Privacy tab. Change the radio button in “Customer Experience Improvement Program” section to “No, Thanks”.
When CEIP is disabled, minimal information containing only the installed Receiver for Mac version is uploaded and this happens only once. This minimal information is valuable information to Citrix providing the distribution of different versions of Receiver for Mac used by customers. This happens only once as soon as the CEIP is disabled.
All of the capabilities highlighted above will enable Citrix to understand customer environments better and help improve the quality of Receiver for Mac.