Troubleshooting and debugging Citrix Receiver for iOS and Android

Hello
and
Welcome
to
Troubleshoo*ng
and
Debugging
Receiver
for
iOS
and
Android.

This
presenta4on
will
show
you
the
tools
and
data
that
can
be
used
to
help
resolve

problems
in
the
Receivers
for
iOS
and
Android.

1

Why
Mobility?
Mobility
can
make
employees
more
produc4ve
and
reac4ve
by
allowing

them
to
access
any
resource,
anywhere
with
any
device.

2

Why
Now?
There
is
an
increasing
demand
for
employees
to
securely
access
these

resources
on
the
device
of
their
choice
and
the
pressure
is
on
for
IT
to
adapt!

3

Here
is
a
look
at
this
fast
growing
and
rapidly
changing
mobile
market.

From
these

forecasts
from
Gartner,
we’ll
see
twice
as
many
smartphones
and
tablets
by
2015
as

we
did
in
2012.

4

Here
is
a
look
at
this
fast
growing
and
rapidly
changing
mobile
market.

From
these

forecasts
from
Gartner,
we’ll
see
twice
as
many
smartphones
and
tablets
by
2015
as

we
did
in
2012.

5

Mobility
is
a
top
priority
for
organiza4ons
AND
the
employees.
And
it
is
a
BIG
challenge

for
IT.

6

How
do
you
find
the
problem
when
dealing
with
the
Mobile
Receivers?
There
are
lots

of
ones
and
zeroes
flowing,
how
do
we
know
which
ones
to
look
at?
There
has
not

been
much
logging
in
the
Citrix
Mobile
Receivers
in
the
past
and
it
was
quite
difficult
to

get
to.
Many
have
been
frustrated
looking
for
logging
within
the
Mobile
Receivers.
We

have
added
some
exci4ng
new
and
convenient
tracing
methods
to
both
the
iOS
and

Android
Receivers.

7

With
all
the
combina4ons
of
products
or
network
devices
between
your
Mobile

Receivers
and
your
cri4cal
business
applica4ons
and
desktops,
First,
understand
the

infrastructure
design
to
help
narrow
down
the
problem.
These
are
the
major

components
considered
in
this
presenta4on.
The
Mobile
Receivers:
iOS
and
Android,

the
Network
and
Web
components:
Netscaler,
Storefront
and
Web
Interface,
and
your

business
resources
like
XenApp
published
applica4ons
and
XenDesktop
machines.

See
the
big
picture
and
ISOLATE
the
issue
by
determining
which
connec4on
scenarios

the
problem
does
and
does
not
occur.
Next,
SEPARATE
the
network
layers
from
the

applica4ons
layer
by
checking
out
the
network
traﬃc.
Then,
GATHER
and
INVESTIGATE

the
key
diagnos4c
data
from
the
applica4ons
layers.

Here
is
how
to
get
the
most
useful

data
from
the
XenDesktops
and
XenApp
Servers
and
the
Mobile
Receivers.

8

With
all
the
combina4ons
of
products
or
network
devices
between
your
Mobile

Receivers
and
your
cri4cal
business
applica4ons
and
desktops,
First,
understand
the

infrastructure
design
to
help
narrow
down
the
problem.
These
are
the
major

components
considered
in
this
presenta4on.
The
Mobile
Receivers:
iOS
and
Android,

the
Network
and
Web
components:
Netscaler,
Storefront
and
Web
Interface,
and
your

business
resources
like
XenApp
published
applica4ons
and
XenDesktop
machines.

See
the
big
picture
and
ISOLATE
the
issue
by
determining
which
connec4on
scenarios

the
problem
does
and
does
not
occur.
Next,
SEPARATE
the
network
layers
from
the

applica4ons
layer
by
checking
out
the
network
traﬃc.
Then,
GATHER
and
INVESTIGATE

the
key
diagnos4c
data
from
the
applica4ons
layers.

Here
is
how
to
get
the
most
useful

data
from
the
XenDesktops
and
XenApp
Servers
and
the
Mobile
Receivers.

9

With
all
the
combina4ons
of
products
or
network
devices
between
your
Mobile

Receivers
and
your
cri4cal
business
applica4ons
and
desktops,
First,
understand
the

infrastructure
design
to
help
narrow
down
the
problem.
These
are
the
major

components
considered
in
this
presenta4on.
The
Mobile
Receivers:
iOS
and
Android,

the
Network
and
Web
components:
Netscaler,
Storefront
and
Web
Interface,
and
your

business
resources
like
XenApp
published
applica4ons
and
XenDesktop
machines.

See
the
big
picture
and
ISOLATE
the
issue
by
determining
which
connec4on
scenarios

the
problem
does
and
does
not
occur.
Next,
SEPARATE
the
network
layers
from
the

applica4ons
layer
by
checking
out
the
network
traﬃc.
Then,
GATHER
and
INVESTIGATE

the
key
diagnos4c
data
from
the
applica4ons
layers.

Here
is
how
to
get
the
most
useful

data
from
the
XenDesktops
and
XenApp
Servers
and
the
Mobile
Receivers.

10

The
Agenda:
Start
with
common
Network
and
ICA
Connec4on
troubleshoo4ng
steps.

This
sec4on
can
be
applied
to
connec4on
issues
from
any
Citrix
Receiver.
Look
at

Network
Traces,
useful
Event
Logs
and
CDF
Tracing.
In
the
next
sec4on,
gert
into
all

new
Advanced
Logs
in
the
Receiver
for
iOS.
Show
how
to
enable,
collect
and
debug

these
logs.

Then
the
same
for
LogCat
logging
in
the
Receiver
for
Android.
Cover
some

supportability
concerns
for
these
Receivers.
Within
each
of
these
three
sec4ons,
cover

some
Case
Studies.

Wrap
it
up
and
provide
some
references.

11

12
Get
started
with
Network
and
ICA
Connec4on
Troubleshoo4ng

13
It
is
a
common
prac4ce
in
iden4fying
an
issue
is
to
ISOLATE
the
problem
to
a
speciﬁc

scenario.

Does
the
issue
occur
for
XenApp
and
XenDesktop
connec4ons?

14
Is
there
a
diﬀerence
if
the
user
connects
from
StoreFront,
Web
Interface,
or
a
Services

Site?

15
Is
the
issue
occurring
for
a
speciﬁc
user
base?
Or
certain
devices
only?
How
oeen
does

the
issue
occur?
Every
4me?
1
out
of
10
4mes?
Or
the
second
4me
only?

16
It
is
very
important
to
get
clear,
sequen4al
steps
that
a
user
takes
to
reproduce
the

problem
and
include
approximate
4mes
while
collec4ng
data.
For
example,
here
we

started
the
tracing
about
6:09
on
April
2nd,
the
user
logged
on
to
Web
Interface
from

the
Browser
at
about
6:10
and
launched
a
XenApp
Desktop
at
6:11.
Include
the

Expected
Behavior
as
well
as
the
Unexpected
Behavior
which
is
the
problem
you
are

experiencing.

17
If
the
infrastructure
is
too
complex
or
requires
a
proprietary
soeware
backend,
may

rely
on
an
External
Reproduc4on,
we
may
ask
for
need
test
user
access
to
your

environment.

This
would
give
our
engineers
an
opportunity
to
test,
create
and

recreate
private
Receiver
builds
on
the
spot
to
ﬁnd
the
solu4on
the
fastest.
We
would

ask
for
the
StoreFront
or
Account
conﬁgura4on,
usually
a
URL
and
a
Test
user
account.

Of
course,
one
without
a
Security
Token
would
be
ideal
but
if
it
is
required,
we
will
s4ll

work
with
you.

18
For
client
side
issues,
compare
with
other
Receivers.

Did
the
issue
occur
with
a

previous
Receiver
version?
This
tells
us
that
is
may
be
a
Regression.

Or
if
available,

does
the
issue
occur
in
the
Beta
Version
of
the
Receiver?
Here
is
the
Beta
for
Android

and
iOS
has
an
Early
Adopter
Program
that
you
subscribe
to
by
contac4ng
Citrix.

A

Beta
version
will
help
determine
if
we
have
already
resolved
the
issue.
Determine
if
the

issue
occurs
when
launching
the
connec4on
from
the
Device’s
Browser
or
within
the

conﬁgured
Receiver.

Also
the
iOS
and
Android
Receivers
have
a
rela4vely
common

feature
set,
so
it
is
good
to
know
if
it
happens
with
both
of
these
plagorms.

Finally,
the

real
litmus
test
for
Receiver
issues
is
does
it
occur
with
the
latest
Receiver
for
Window?

This
could
indicate
the
problem
is
on
the
server.

19
For
client
side
issues,
compare
with
other
Receivers.

Did
the
issue
occur
with
a

previous
Receiver
version?
This
tells
us
that
is
may
be
a
Regression.

Or
if
available,

does
the
issue
occur
in
the
Beta
Version
of
the
Receiver?
Here
is
the
Beta
for
Android

and
iOS
has
an
Early
Adopter
Program
that
you
subscribe
to
by
contac4ng
Citrix.

A

Beta
version
will
help
determine
if
we
have
already
resolved
the
issue.
Determine
if
the

issue
occurs
when
launching
the
connec4on
from
the
Device’s
Browser
or
within
the

conﬁgured
Receiver.

Also
the
iOS
and
Android
Receivers
have
a
rela4vely
common

feature
set,
so
it
is
good
to
know
if
it
happens
with
both
of
these
plagorms.

Finally,
the

real
litmus
test
for
Receiver
issues
is
does
it
occur
with
the
latest
Receiver
for
Window?

This
could
indicate
the
problem
is
on
the
server.

20
For
client
side
issues,
compare
with
other
Receivers.

Did
the
issue
occur
with
a

previous
Receiver
version?
This
tells
us
that
is
may
be
a
Regression.

Or
if
available,

does
the
issue
occur
in
the
Beta
Version
of
the
Receiver?
Here
is
the
Beta
for
Android

and
iOS
has
an
Early
Adopter
Program
that
you
subscribe
to
by
contac4ng
Citrix.

A

Beta
version
will
help
determine
if
we
have
already
resolved
the
issue.
Determine
if
the

issue
occurs
when
launching
the
connec4on
from
the
Device’s
Browser
or
within
the

conﬁgured
Receiver.

Also
the
iOS
and
Android
Receivers
have
a
rela4vely
common

feature
set,
so
it
is
good
to
know
if
it
happens
with
both
of
these
plagorms.

Finally,
the

real
litmus
test
for
Receiver
issues
is
does
it
occur
with
the
latest
Receiver
for
Window?

This
could
indicate
the
problem
is
on
the
server.

21
Next,
check
out
the
Network
connec4on,
is
there
an
Access
Gateway
in
the
mix
and
is
it

in
ICA
Proxy
mode
or
Full
VPN
mode?

Or
using
a
third
party
VPN?

Does
the
issue
occur

for
Internal
users
or
External
users
or
both?

For
the
Mobile
plagorms
does
the
issue

occurs
from
both
the
4G
network
and
from
a
Wi-‐fi
connec4on?

Since
Authen4ca4on
is

oeen
done
on
the
network
devices,
is
single
or
dual
authen4ca4on?

Cer4ficates
tends

to
be
a
common
set
back
with
the
Receivers.
Have
a
public
or
private
cer4ficate?
Is
the

private
cer4ficate
on
the
end
device?

Is
the
intermediate
cer4ficate
on
the
Gateway

device?
Also,
ensure
using
a
supported
cer4ficate
or
authen4ca4on
method.

22
Preparing
for
Network
traces,
note
the
IP
Addresses
of
all
the
network
devices
used
for

the
connec4on.

Look
for
any
unique
or
custom
conﬁgura4ons.

Check
for
logging
in

any
Third
Party
products
used
for
the
connec4on.

And
iden4fy
the
closest
working

scenario.
Then,
if
suspect
that
there
may
be
something
wrong
at
the
Network
level,

Collect
working
and
non-‐working
Network
Traces.

23
Speciﬁc
to
the
Citrix
ICA
Connec4on,
ICA
is
Citrix’s
primary
TCP
Protocol
and
it
uses
port

1494.
Session
Reliability
uses
CGP
over
2598,
which
is
basically
a
reliability
buﬀer

around
ICA.
It
is
good
to
determine
if
your
issue
occurs
during
enumera4on
or
the

connec4on
aiempt.
Authen4ca4on
issues
may
occur
during
Enumera4on

The

connec4on
issues
occur
during
the
Session
launch.
With
the
Mobile
Receivers,
the

enumera4on
occurs
during
the
ini4al
authen4ca4on.

With
Web
Interface
enumera4on

occurs
each
4me.

and
the
App
can
be
launch
from
the
Desktop
browser
or
from
the

Receiver.

Network
Traces
Analysis-‐
Here
are
some
quick
analysis
4ps
to
find
the
ICA
traffic
in
a

Network
Trace.
Wireshark
and
several
other
network
tools
have
the
same
type
of

features.

First,
filter
the
trace
to
the
most
useful
data.

Iden4fy
the
Citrix
connec4ons

by
filtering
on
ports
1494
and
2598.

If
you
have
the
IP
informa4on
of
the
client
and

server,
filter
on
the
IP
addresses
to
view
the
en4re
conversa4on.

24

Network
Traces
Analysis-‐
Here
are
some
quick
analysis
4ps
to
find
the
ICA
traffic
in
a

Network
Trace.
Wireshark
and
several
other
network
tools
have
the
same
type
of

features.

First,
filter
the
trace
to
the
most
useful
data.

Iden4fy
the
Citrix
connec4ons

by
filtering
on
ports
1494
and
2598.

If
you
have
the
IP
informa4on
of
the
client
and

server,
filter
on
the
IP
addresses
to
view
the
en4re
conversa4on.

25

A
nice
feature
in
Wireshark
from
readability
is
to
add
a
common
name
to
the
IP

Addresses
or

allow
the
automa4c
Name
Resolu4on
if
on
the
internal
network.

For

4ming
or
performance
issues,
it
helps
to
set
the
Time
Format

to
something
more

readable.

26

Once
formaied
and
ﬁltered
the
output,
ﬁnd
the
beginning
of
the
ICA
conversa4on.

This
can
be
done
by
looking
for
the
TCP
Handshake
–
SYN,
SYN/ACK,
and
ACK.
These

three
messages
start
every
TCP/IP
network
connec4on.
Once
the
ICA
conversa4on
is

found,
use
Follow
the
TCP
Stream
and
then
iden4fy
the
ICA
Sounder,
which
shows
up

as
7F
7F
in
the
data.

27

Once
formaied
and
ﬁltered
the
output,
ﬁnd
the
beginning
of
the
ICA
conversa4on.

This
can
be
done
by
looking
for
the
TCP
Handshake
–
SYN,
SYN/ACK,
and
ACK.
These

three
messages
start
every
TCP/IP
network
connec4on.
Once
the
ICA
conversa4on
is

found,
use
Follow
the
TCP
Stream
and
then
iden4fy
the
ICA
Sounder,
which
shows
up

as
7F
7F
in
the
data.

28

Once
formaied
and
ﬁltered
the
output,
ﬁnd
the
beginning
of
the
ICA
conversa4on.

This
can
be
done
by
looking
for
the
TCP
Handshake
–
SYN,
SYN/ACK,
and
ACK.
These

three
messages
start
every
TCP/IP
network
connec4on.
Once
the
ICA
conversa4on
is

found,
use
Follow
the
TCP
Stream
and
then
iden4fy
the
ICA
Sounder,
which
shows
up

as
7F
7F
in
the
data.

29

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

30

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

31

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

32

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

33

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

34

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

35

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

36

Aeer
finding
the
ICA
network
traffic,
look
for
the
most
common
problems.
One
method

of
finding
the
problem
is
to
simply
use
the
4ming
of
the
failed
behavior.
Perhaps
the

issue
occurs
5-‐10
seconds
aeer
the
beginning
of
the
connec4on
aiempt
so
focus
on

that
area
of
the
trace.

Wireshark
has
an
excellent
Expert
Info
feature,
located
in
the

Analyze
Menu,
you
can
get
some
useful
data
from
the
Details
tab.

Here
you
can

iden4fy
Network
Satura4on,
see
these
TCP
Dup
ACK
messages
and
Retransmission
or

Resets.
If
one
of
these
issues,
look
at
the
traffic
and
determine
which
side
of
the

conversa4on
ini4ated
the
drops.
Look
at
the
trace
of
a
working
scenario
to
iden4fy

differences.
Use
at
these
clues
from
the
trace
analysis
to
determine
if
any
par4cular

node
within
the
network
connec4on
is
causing
a
problem
and
then
try
to
confirm
by

elimina4ng
or
avoiding
that
component.

37

There
are
a
couple
of
ways
to
get
a
Network
trace
from
a
Netscaler
device.
The

command
line
way
with
secure
shell
tools
like
PuTTY
and
secure
copy
tools
u4lizing
the

nstrace
command.

Or
a
trace
can
be
gathered
from
the
Netscaler
web
console
under

System
Diagnos4cs,
select
Start
new
trace.
Dealing
with
Secure
traﬃc,
to
decrypt
an

SSL
Trace
obtain
the
Private
Key.

See
CTX116557
for
further
details.

38

There
are
a
couple
of
ways
to
get
a
Network
trace
from
a
Netscaler
device.
The

command
line
way
with
secure
shell
tools
like
PuTTY
and
secure
copy
tools
u4lizing
the

nstrace
command.

Or
a
trace
can
be
gathered
from
the
Netscaler
web
console
under

System
Diagnos4cs,
select
Start
new
trace.
Dealing
with
Secure
traﬃc,
to
decrypt
an

SSL
Trace
obtain
the
Private
Key.

See
CTX116557
for
further
details.

39

There
are
a
couple
of
ways
to
get
a
Network
trace
from
a
Netscaler
device.
The

command
line
way
with
secure
shell
tools
like
PuTTY
and
secure
copy
tools
u4lizing
the

nstrace
command.

Or
a
trace
can
be
gathered
from
the
Netscaler
web
console
under

System
Diagnos4cs,
select
Start
new
trace.
Dealing
with
Secure
traﬃc,
to
decrypt
an

SSL
Trace
obtain
the
Private
Key.

See
CTX116557
for
further
details.

40

There
are
a
couple
of
ways
to
get
a
Network
trace
from
a
Netscaler
device.
The

command
line
way
with
secure
shell
tools
like
PuTTY
and
secure
copy
tools
u4lizing
the

nstrace
command.

Or
a
trace
can
be
gathered
from
the
Netscaler
web
console
under

System
Diagnos4cs,
select
Start
new
trace.
Dealing
with
Secure
traﬃc,
to
decrypt
an

SSL
Trace
obtain
the
Private
Key.

See
CTX116557
for
further
details.

41

42
Some
other
data
to
collect
for
ICA
Connec4on
Issues.
First
check
the
System
and

Applica4on
Event
Logs
for
your
XenApp
Server
or
XenDesktop
host.
Could
discover

Licensing
issues
or
Authen4ca4on
issues
indicated
there.

Check
the
Event
Logs
of
the

Authen4ca4ng
Server,
whether
it
is
the
Web
Interface
Server
or
the
XML
Broker.

For

4cke4ng
issues,
there
are
STA
Logs
that
can
be
enabled.

Enable
Web
Interface
tracing

in
the
web.conﬁg
ﬁle

There
are
several
tracing
categories
that
you
can
enable
for
Web

Interface
Issues.

And
for
Web
Site
issues
examine
the
IIS
Logs.
I
have
referenced
all
the

Citrix
KB
Ar4cles
that
you
need
for
these
steps
in
this
slide
deck.

Receiver
for
iOS
Troubleshoo4ng

hip://support.citrix.com/proddocs/topic/receiver-‐ios-‐57/ios-‐receiver-‐admin-‐
troubleshoo4ng.html

Enable
STA
Logging

hip://support.citrix.com/ar4cle/CTX120589

Web
Interface
tracing


43
Some
other
data
to
collect
for
ICA
Connec4on
Issues.
First
check
the
System
and

Applica4on
Event
Logs
for
your
XenApp
Server
or
XenDesktop
host.
Could
discover

Licensing
issues
or
Authen4ca4on
issues
indicated
there.

Check
the
Event
Logs
of
the

Authen4ca4ng
Server,
whether
it
is
the
Web
Interface
Server
or
the
XML
Broker.

For

4cke4ng
issues,
there
are
STA
Logs
that
can
be
enabled.

Enable
Web
Interface
tracing

in
the
web.conﬁg
ﬁle

There
are
several
tracing
categories
that
you
can
enable
for
Web

Interface
Issues.

And
for
Web
Site
issues
examine
the
IIS
Logs.
I
have
referenced
all
the

Citrix
KB
Ar4cles
that
you
need
for
these
steps
in
this
slide
deck.

Receiver
for
iOS
Troubleshoo4ng

troubleshoo4ng.html

Enable
STA
Logging


Web
Interface
tracing


44
Some
other
data
to
collect
for
ICA
Connec4on
Issues.
First
check
the
System
and

Applica4on
Event
Logs
for
your
XenApp
Server
or
XenDesktop
host.
Could
discover

Licensing
issues
or
Authen4ca4on
issues
indicated
there.

Check
the
Event
Logs
of
the

Authen4ca4ng
Server,
whether
it
is
the
Web
Interface
Server
or
the
XML
Broker.

For

4cke4ng
issues,
there
are
STA
Logs
that
can
be
enabled.

Enable
Web
Interface
tracing

in
the
web.conﬁg
ﬁle

There
are
several
tracing
categories
that
you
can
enable
for
Web

Interface
Issues.

And
for
Web
Site
issues
examine
the
IIS
Logs.
I
have
referenced
all
the

Citrix
KB
Ar4cles
that
you
need
for
these
steps
in
this
slide
deck.

Receiver
for
iOS
Troubleshoo4ng

troubleshoo4ng.html

Enable
STA
Logging


Web
Interface
tracing


45
Citrix
Diagnos4c
Facility
(CDF)
is
Citrix’s
primary
data
capturing
method.
It
is
the
best

way
to
trace
most
of
our
server
products.
It
does
require
parsing
with
symbols
and
we

have
a
public
Citrix
Symbol
server
if
you
want
to
analyzing
a
CDF
Trace.
CDF
is
based
oﬀ

Event
Tracing
for
Windows
with
Providers,
Controllers
and
Consumers.
This
just
means

that
you
must
enable
the
Citrix
modules
to
trace
(providers)
and
then
collect
them
with

a
u4lity
(controller
and
consumer).

But
ﬁrst,
we
must
determine
where
to
collect
the

CDF
Trace.

For
session
launching
issues,
collect
the
CDF
trace
from
the
server
hos4ng

the
applica4on
or
the
XenDesktop
VDA.

If
you
are
dealing
with
Applica4on

enumera4on
or
Load-‐balancing
issues,
trace
all
IMA/XML
modules
on
the
Zone
Data

Collector
and
XML
Brokers.

46
There
are
a
couple
of
Citrix
u4li4es
that
can
be
used
to
gather
a
CDF
Trace
file
while
the

issue
occurs,

Scout
and
CDF
Control.
Both
of
these
u4li4es
will
provide
Tracing

Categories
of
Citrix
modules
to
enable
specific
to
the
issue.

For
issues
that
are

intermiient
or
hard
to
reproduce,
leave
a
circular
CDF
trace
running,
un4l
the
issue

occurs
and
then
collect
the
etl
file.
While
we
do
not
recommend
leaving
CDF
Traces

running
under
normal
opera4ng
circumstances,
CDF
Traces
can
be
taken
with
a

minimal
performance
impact
on
the
host.

Submit
the
.etl
file
to
Citrix
Technical

Support
for
a
detailed
analysis.

A
Demo
of
the
CDF
Control
u4lity
at
work
on
a
Citrix
XenDesktop
VDA
and
on
a
Citrix

XenApp
Server.

<PLAY>
To
use
CDF
Control
for
gathering
a
CDF
Trace,
download
the
u4lity
on
the
VDA

from
our
KB
at
CTX111961.
This
will
download
a
compressed
zip
file
of
the
execu4bles

for
32-‐bit
and
64-‐bit.
Next
simply
drill
down
and
run
the
executable.
There
is
no
install

process,
which
makes
it
easy
to
move
this
u4lity
around.
Here
are
the
Op4ons
for
the

ways
to
gather
the
trace
file,
like
that
circular
log
I
men4oned
earlier.
Here
are
the

Trace
Categories,
which
allows
us
to
only
trace
the
Citrix
modules
(providers)
specific
to

the
issue.

If
your
issue
clearly
falls
into
one
of
these
categories
it
could
save
4me
but
if

you
are
in
doubt
select
All
Modules.
You
can
also
Clear
All
Selected.
And
you
can
select

mul4ple
categories
and
it
will
choose
both
sets
of
modules.
When
you
are
ready
to

reproduce
the
issue,
select
Start
Tracing.
If
you
are
tracing
an
event
that
occurs
during

the
logon
of
a
disconnected
session,
simply
leave
this
trace
running,
disconnect
the

session
and
reconnect
to
the
session.
Stop
the
trace
once
the
logon
process
is

completed.
By
default,
the
etl
file
will
be
located
in
the
same
folder
as
the
CDF
Control

executable.
Send
this
etl
file
into
Citrix
Technical
Support
for
analysis.
This
works
the

same
from
the
XenApp
Server.
You
can
run
a
CDF
Trace
from
an
Administrators
session

and
it
collect
all
the
session’s
data
and
it
will
grow
very
fast.

47

To
Summarize
some
of
the
Data
Collected
in
this
sec4on,
For
Network
problems,
get

the
Network
Traces
in
pcap
or
cap
ﬁle
and
the
Network
IP
informa4on

Make
sure
to

note
the
IP
Addresses
of
all
the
important
devices,
like
the
XenApp
Server
and
Citrix

Receiver.

48

To
Summarize
some
of
the
Data
Collected
in
this
sec4on,
For
Network
problems,
get

the
Network
Traces
in
pcap
or
cap
ﬁle
and
the
Network
IP
informa4on

Make
sure
to

note
the
IP
Addresses
of
all
the
important
devices,
like
the
XenApp
Server
and
Citrix

Receiver.

49

To
Summarize
some
of
the
Data
Collected
in
this
sec4on,
For
Network
problems,
get

the
Network
Traces
in
pcap
or
cap
ﬁle
and
the
Network
IP
informa4on

Make
sure
to

note
the
IP
Addresses
of
all
the
important
devices,
like
the
XenApp
Server
and
Citrix

Receiver.

50

The
CDF
Trace
come
in
a
etl
ﬁle
along
with
the
repro
steps
during
that
collec4on.

Here

is
the
ﬁles
and
Good
reproduc4on
steps
with
4mes
added.

51

The
CDF
Trace
come
in
a
etl
ﬁle
along
with
the
repro
steps
during
that
collec4on.

Here

is
the
ﬁles
and
Good
reproduc4on
steps
with
4mes
added.

52

The
CDF
Trace
come
in
a
etl
ﬁle
along
with
the
repro
steps
during
that
collec4on.

Here

is
the
ﬁles
and
Good
reproduc4on
steps
with
4mes
added.

53

And
ﬁnally
include
the
other
important
logs
like
Applica4on
and
System
Event
Logs
of

the
appropriate
servers.

54

And
ﬁnally
include
the
other
important
logs
like
Applica4on
and
System
Event
Logs
of

the
appropriate
servers.

55

This
is
some
of
the
key
Diagnos4c
Data
from
the
Network
and
Server-‐side
for
any
ICA

Connec4on
issues

56

First
Case
Study!

57

58
In
this
Case,
the
Long
Commmand
Line
Parameter

which
allows
you
to
send
an

argument,
like
an
hip
page
or
ﬁle
to
the
published
applica4on
was
failing

intermiiently
from
the
iOS
Receiver.

So
we
started
Troubleshoo4ng
by
isola4ng
the

issue.

It
turns
out
that
the
issue
occurred
for
all
non-‐windows
Receivers
that
they

tested
like
Android
and
Mac.

Also
we
no4ced
that
it
worked
on
the
ﬁrst
launch
but

when
launching
addi4onal
sessions
which
we
determines
the
issue
only
occurs
when

session
sharing.

Also
we
determined
that
it
occurs
from
any
method
of
launching
the

session,
Internal,
External,
Web
Interface
or
StoreFront.

59
It
was
preiy
clear
that
this
was
not
a
Network
issue,
so
we
went
right
to
the
CDF

Traces.

We
also
collected
client
side
logs
which
I
will
show
you
how
to
do
in
the
next

sec4ons,
but
they
were
not
useful
in
this
case.

We
gathered
a
CDF
Trace
with
both
a

Successful
and
Failed
launch
and
found
the
Host
Launch
Request
marking
the
launching

of
the
session.

A
few
messages
later
in
the
successful
trace,
we
could
see
the
long

command
parameter
being
sent,
which
was
a
URL
for
Internet
Explorer.

60
In
the
bad
launch
of
the
trace,
we
were
able
to
locate
the
Host
Launch
Request
and

then
no4ced
that
the
Long
Command
Parameters
was
NULL
therefore
not
gesng
sent

into
the
session.

61

With
this
data,
the
developer
found
a
defect
in
all
non-‐windows
Receivers.

We
ﬁxed

the
problem
in
each
of
these
plagorms
and
the
Long
Command
Line
parameter
now

gets
properly
sent
into
the
session
during
every
launch.

Advanced
Logging
for
the
Citrix
Receiver
for
iOS

62

Citrix
introduced
Advanced
Logs
to
the
Receiver
for
iOS
in
version
5.7.
This
is
a
first

edi4on
of
this
tracing
so
there
are
improvements
to
come.

Advanced
Logs
are
based
of

AeTracing
or
Advanced
Extensible
Tracing.

It
produces
an
interpreted
plain
text
log
file

that
you
can
look
at
with
any
text
editor.

Each
log
entry
includes
a
Time
and
Date

stamp
and

each
message
will
also
be
one
of
the
following
Types
–
INFO,
WARN,

VERBOSE,
or
ERROR.
ERROR
messages
are
clearly
something
to
pay
aien4on
to.
You

may
see
this
par4cular
applica4on
Significant
Time
Change
warning
whenever
there
is

new
ac4vity
in
the
Receiver
aeer
some
4me.
So
this
message
appears
at
the
beginning

of
any
logging
ac4vity.

63

Enabling
the
Advanced
Logs
is
done
from
the
Sesngs
of
the
Receiver.

64

To
access
the
Receiver
Sesngs,
click
on
the
gear
icon
in
the
top
right
corner.

Next

Click
on
the
Advanced
op4on
and

enable
or
disable
the
Advanced
Logs
by
toggling
the

ON/OFF
switch.

Simply
as
that.

65

To
access
the
Receiver
Sesngs,
click
on
the
gear
icon
in
the
top
right
corner.

Next

Click
on
the
Advanced
op4on
and

enable
or
disable
the
Advanced
Logs
by
toggling
the

ON/OFF
switch.

Simply
as
that.

66

To
access
the
Receiver
Sesngs,
click
on
the
gear
icon
in
the
top
right
corner.

Next

Click
on
the
Advanced
op4on
and

enable
or
disable
the
Advanced
Logs
by
toggling
the

ON/OFF
switch.

Simply
as
that.

67

Run
the
failing
condi4on
on
the
Receiver
for
iOS
while
the
Log
is
enabled,
and
then

collect
the
logs.
The
Advanced
Logs
are
stored
in
the
Shared
Documents
sec4ons
of
the

Citrix
Receiver
on
the
iOS
device.
There
are
two
ways
to
get
those
logs
from
the

Receiver.

From
the
Receiver
Sesngs,
you
can
send
an
email
that
includes
a

compressed
archive
of
all
the
Advanced
Logs
on
the
device
as
well
as
some
version

informa4on
about
your
device.

68

From
the
Sesngs
icon
on
the
Receiver,
click
on
Send
Feedback
at
the
boiom
and

then

Request
Help
from
Support.

69

Here
you
can
see
the
email
that
pops
up
with
your
device
informa4on
and
the
logs

aiached
in
a
zip.

70

Or
you
can
get
the
Advanced
Logs
from
the
Shared
Documents
sec4on
of
a
synced

iTunes.
Here
is
a
very
brief
video
on
what
that
looks
like.

<PLAY>
Once
the
device
is
synced
to
the
PC
or
Mac,
you
will
see
the
Receiver
in
the
File

Sharing
sec4on
of
the
Apps
tab.
Highlight
the
Log
folder
and
Save
As.
Then
pull
up
a

Finder
window
and
open
the
Logs
directory
and
there
you
will
see
a
series
of
Advanced

Logs
ﬁles.

71

Or
you
can
get
the
Advanced
Logs
from
the
Shared
Documents
sec4on
of
a
synced

iTunes.
Here
is
a
very
brief
video
on
what
that
looks
like.

<PLAY>
Once
the
device
is
synced
to
the
PC
or
Mac,
you
will
see
the
Receiver
in
the
File

Sharing
sec4on
of
the
Apps
tab.
Highlight
the
Log
folder
and
Save
As.
Then
pull
up
a

Finder
window
and
open
the
Logs
directory
and
there
you
will
see
a
series
of
Advanced

Logs
ﬁles.

72

Couple
of
items
to
note
regarding
Advanced
Logs.
The
Advanced
Logs
will
get
disabled

aeer
you
use
the
Send
Feedback
feature.
So
you
must
re-‐enable
them
to
collect
more.

This
feature
will
send
all
the
logs
on
the
device
in
a
compressed
archive

So
it
is

important
to
know
approximately
when
the
issue
has
occurred
to
help
ﬁnd
the
right
log

ﬁle.

There
are
a
couple
of
common
keywords
that
you
can
look
for
that
may
indicate
a

problem.
ERROR
is
a
popular
one,
you
will
see
NOT
oeen
in
errors
and
FAIL

occasionally.

73

Make
sure
that
you
are
not
trying
to
use
an
unsupported
feature.
You
can
ALWAYS
look

at
the
Citrix
Client
Feature
Matrix
located
here.
This
document
is
frequently
updated

and
it
the
ﬁnal
word
on
supportability.

74

Advanced
Logs
Messages

77

The
user
in
this
case
discovered
the
Store
conﬁgura4on
by
entering
an
email
address.

This
prompted
a
ChangeStore
message
that
indicates
the
Store
conﬁgura4on
has
been

saved
on
the
Receiver.

78

Here
we
have
a
user
enumera4ng
applica4on
from
Web
Interface.
you
may
see
this

Get
Mobile
App
Enum
for
Store
messages
duplicated
and
that
is
normal,

Here
you
can

see
some
of
the
metadata
contained
in
that
message

79

Next
we
have
a
user
that
has
selected
a
Published
Desktop
icon
that
was
already

enumerated
from
the
XenApp
Farm.
You
will
see
the
App
Clicked
message.

80

This
is
how
the
ICA
File
appears
in
the
Advanced
Logs.

You
will
see
a
“The
ICA”

message
for
that.

81

These
are
the
messages
that
you
may
see
when
the
Session
starts
to
launch,
the
Set

Session
View
messages.

82

You
can
ﬁnd
the
Session
Width
in
the
Advanced
Logs
if
you
are
dealing
with
a
Display

issue.

83

This
can
be
very
useful
because
oeen
connec4on
issues
occur
while
the
No4ﬁca4ons

are
running
by
and
the
user
can
tell
where
it
has
failed.

You
will
see
the
series
of

Launch
Status
Messages.

84

Here
is
a
message
that
you
hope
to
see,
it
is
a
successful
session
loaded
message

and

yes
that
successful
typo
does
appear
in
the
message.

85

This
update
video
out
message
appears
whenever
the
user
changes
the
view
away

from
the
ICA
Session
into
the
Receiver
main
area
or
some
other
applica4on.

86

And
ﬁnally,
this
a
the
session
close
down
messages
when
a
user
Disconnects
the

session.

87

Another
important
thing
to
know
is
how
to
get
an
Applica4on
dump
if
the
Receiver

crashes.
iOS
uses
CrashReporter
to
collect
crash
dumps.
The
Crash
report
includes
the

Stack
Trace
which
is
one
of
the
more
cri4cal
parts
of
the
dump.
The
crash
report
is

located
in
the
following
loca4ons
from
an
iTunes
synced
PC,
Mac
or
Windows.

88

To
Summarize
the
data
Collected
from
Receiver
for
iOS,
the
Advanced
Logs
come
in
a

zip
of
text
ﬁles.

Since
this
zip
includes
all
the
logs
ﬁles
on
the
device
,
it
is
important
to

get
the
4me
and
date
that
the
issue
occurred
in
thorough
Repro
Steps

89

To
Summarize
the
data
Collected
from
Receiver
for
iOS,
the
Advanced
Logs
come
in
a

zip
of
text
ﬁles.

Since
this
zip
includes
all
the
logs
ﬁles
on
the
device
,
it
is
important
to

get
the
4me
and
date
that
the
issue
occurred
in
thorough
Repro
Steps

90

To
Summarize
the
data
Collected
from
Receiver
for
iOS,
the
Advanced
Logs
come
in
a

zip
of
text
ﬁles.

Since
this
zip
includes
all
the
logs
ﬁles
on
the
device
,
it
is
important
to

get
the
4me
and
date
that
the
issue
occurred
in
thorough
Repro
Steps

91

To
Summarize
the
data
Collected
from
Receiver
for
iOS,
the
Advanced
Logs
come
in
a

zip
of
text
ﬁles.

Since
this
zip
includes
all
the
logs
ﬁles
on
the
device
,
it
is
important
to

get
the
4me
and
date
that
the
issue
occurred
in
thorough
Repro
Steps

92

If
a
crash
occurred
provide
the
.crash
and
.log
ﬁle.

93

If
a
crash
occurred
provide
the
.crash
and
.log
ﬁle.

94

This
is
the
key
Diagnos4c
Data
from
the
Receiver
for
iOS.

95

Case
study
2,Problems
connec4ng
through
Citrix
Access
Gateway

96

97
In
this
Case,
iPad
users
were
able
to
enumerate
their
XenDesktops
but
unable
to

connect
to
them
through
Access
Gateway

Users
from
Receiver
for
Windows
were
able

to
access
their
Desktops
through
AG

The
issue
only
occurred
for
Access
Gateway

connec4ons,
Internal
iPad
users
were
able
to
connect.

On
the
Netscaler
they
were

using
FIPS
and
the
SHA2
cer4ﬁcate
was
on
the
iPad.

98
What
debug
data
can
we
collect
in
this
case?

Looking
at
the
State
of
the
VDA
from
the

Console,
there
was
no
indica4on
of
the
connec4on
aiempt
on
the
VDA.
Therefore
a

CDF
Trace
from
the
VDA
would
not
be
useful.

So
we
gathered
Advanced
Logs
from
the

iPad
device.

99
In
the
Advanced
Logs
we
could
see
this
host
error
183
–
You
have
not
chosen
to
trust

“Entrust
Cer4fica4on
Authority”
the
issuer
of
the
server’s
security
cer4ficate.
So
this

tells
me
that
it
appears
that
the
cer4ficate
is
not
trusted
on
the
device.
We
checked
the

device
and
no4ced
that
the
cer4ficate
was
trusted
on
the
device

100
So
next
we
checked
the
Citrix
Client
Feature
Matrix

and
no4ced
that
FIPS
140/SHA2

is

not
supported
with
iOS.
FIPS/SHA2
was
recently
added
to
the
Windows
and
Mac

Receivers
and
it
is
on
the
roadmap
for
support
in
the
Receiver
for
iOS
later
this
year.

Case
Study
3
Receiver
for
iOS
disconnect
issues

101

102
In
this
case
the
iOS
Receiver
has
causing
problems
reconnec4ng
to
a
disconnected

session
that
4med
out.
What
we
had
observed
was
if
you
let
the
session
4me
out
on
an

iPad
and
then
aiempt
to
click
on
the
applica4ons
that
appears
successfully

enumerated,
we
would
see
the
following
session
expired
message.

the
problem
only

occurred
on
iOS,
really
Android
was
the
only
comparable
scenario
in
this
case.

And
it

only
happened
with
Access
Gateway
Connec4ons.

103
For
this
issue,
we
obtained
an
Advanced
Log
from
the
iPad
Receiver
and

it
show
the

App
no
longer
available
message.

104
We
discovered
a
problem
in
the
way
we
were
caching
the
users
creden4als
on
the

Receiver.

We
ﬁxed
this
issue
in
version
5.7
of
the
iOS
Receiver
and
aeer
authen4ca4on

4mes
out
the
user
returns
to
the
logon
screen
instead
of
gesng
an
error.

Receiver
for
Android
Logging.

105

LogCat
is
Android’s
inherent
logging
system,
which
allows
for
collec4ng
and
viewing
of

system
debug
output.

LogCat
uses
the
Log
class.

The
Receiver
for
Android
always

outputs
debug
messages
to
LogCat
by
default.
The
output
is
a
plain
text
file
readable

file.
and
it
does
contain
a
4me
stamp,
although
with
some
logging
u4li4es
you
must

enable
4me
stamps.

Some
problema4c
keywords
that
you
may
find
in
a
Logcat
log
are

ERROR,
FAIL
and
FATAL
EXCEPTION
for
crashes,
which
we
will
talk
about
more
shortly.

106

There
are
several
priority
tags
that
are
used
to
indicate
the
kind
of
message.
These
are

the
tags
in
priority
order.

107

There
are
two
ways
of
gathering
Logcat
logs
from
an
Android
device.
we
have
made
it

very
simply
to
collect
and
send
just
the
Logcat
regarding
Citrix
by
Clicking
on
the

Sesngs
dots
in
the
top
right
corner.

The
second
way
is
a
bit
more
cumbersome
and

will
also
include
Logcat
messages
for
all
products
running
on
the
Android
device
and

that
is
with
a
third
party
u4lity.

108

There
are
two
ways
of
gathering
Logcat
logs
from
an
Android
device.
we
have
made
it

very
simply
to
collect
and
send
just
the
Logcat
regarding
Citrix
by
Clicking
on
the

Sesngs
dots
in
the
top
right
corner.

The
second
way
is
a
bit
more
cumbersome
and

will
also
include
Logcat
messages
for
all
products
running
on
the
Android
device
and

that
is
with
a
third
party
u4lity.

109

Sending
LogCat
logs
from
the
Receiver
is
from
the
Sesngs
-‐>
Send
Feedback
buion.

Click
on
Request
help
from
Support.

110

Sending
LogCat
logs
from
the
Receiver
is
from
the
Sesngs
-‐>
Send
Feedback
buion.

Click
on
Request
help
from
Support.

111

That
will
popup
an
email
with
the
single
Logﬁle
included
as
an
aiachment

112

This
Send
Feedback
feature
will
also
collect
informa4on
about
the
Android
device
that

it
was
sent
from

113

You
can
see
it
will
provide
versioning
informa4on
including
that
of
the
Citrix
Receiver

114

The
second
way
to
gather
LogCat
logs
from
Android
is
with
a
third
party
u4lity
like

aLogcat.

115

You
can
use
aLogcat
for
collec4ng
LogCat
logs
from
an
Android
device.

It
uses
Regular

Expression
ﬁltering
with
ANDs
and
ORs.

A
ﬁlter
for
Citrix
Receiver
issues
is
simply

com.citrix.

and
you
can
also
send
the
logs
directly
from
aLogcat
via
email
or
ShareFile

or
more.

116

Citrix
Receiver
in
an
LogCat
log.

118

Here
a
user
discovers
a
StoreFront
conﬁgua4on
via
email
so
you
see
the
Discovery

document
URL.

119

Next
a
user
successfully
logging
on
to
a
Services
Site.
You
will
see
a
Authen4ca4on

successful
message.

120

Next
these
onLoadResource
messages
is
what
you
will
see
in
the
LogCat
when
a
Web

Interface
Site
is
loading
on
a
Receiver
for
Android

121

Next
you
will
see
the
Download
ICA
File
and
Launch
Engine
Task
message
at
the

beginning
of
the
ICA
session
launching
from
StoreFront

122

Here
is
the
ICA
session
launch
from
a
Service
Site
and
you
will
see
the
common

Download
ICA
File
and
Launch
Engine
Task
message
followed
by
the
URL
and
in
this

case
you
can
see
it
is
a
PNAgent
or
Services
Site
URL

123

This
message
can
me
a
liile
misleading
but
this
Process
Citrix
Receiver
wﬁca
has
died

message
does
appear
on
a
graceful
user
disconnect.

124

Finally,

unlike
iOS
the
Stack
Trace
is
included
in
the
LogCat
if
the
Receiver
does
crash.

We
are
also
working
on
improving
the
log
messaging
from
the
Android
Receiver
so
we

will
see
more
relevant
messages
in
the
future.

125

Data
Collected
from
Receiver
for
Android,
the
LogCat
log.

And
again
Repro
Steps
with

the
4me
and
date
that
the
issue
occurred.
The
stack
trace
of
any
crashes
will
be

included
in
that
log.

126

Data
Collected
from
Receiver
for
Android,
the
LogCat
log.

And
again
Repro
Steps
with

the
4me
and
date
that
the
issue
occurred.
The
stack
trace
of
any
crashes
will
be

included
in
that
log.

127

The
last
Case
Study
–
Unknown
error
connec4ng
from
Android
through
an
Access

Gateway
site.

128

129
The
user
is
able
to
launch
a
session
successfully
the
ﬁrst
4me,
but
the
second
aiempt

failed
with
the
following
Access
Gateway
error
message.

The
problem
only
occurred

on
Android
Receiver
and

only
aeer
the
ﬁrst
successful
connec4on.

130
First

we
veriﬁed
with
network
with
a
network
trace
and
nothing
out
of
the
ordinary

appeared.

Then
we
gathered
aLogcat
log
while
this
issue
occurred.

and
no4ced
the
is

Receiver
403
response
from
gateway
authen4ca4on
error

131
We
had
discovered
a
defect
in
the
handling
of
the
authen4ca4on
in
the
Receiver
for

Android.

This
issue
was
ﬁxed
in
the
3.1.2
version
of
the
Receiver
and
the
user
no

longer
experienced
the
issue

133
For
common
Citrix
Connec4on
issues,
Isolate
the
reproduc4on,
Separate
the
failing

components
and
gather
the
appropriate
data.
Don’t
forget
to
note
the
important

metadata,
like
IP
Addresses
for
Network
traces.
Focus
on
diagnos4c
data
from
a

working
and
non-‐working
scenario.

134
Great
new
Logging
feature
have
been
added
to
the
Citrix
Mobile
Receivers
that
have

made
it
quick
and
easy.
They
output
readable
messages.
Find
for
the
start
of
the
ICA

Session
by
looking
for
these
messages

135
Search
for
some
of
the
more
problema4c
keywords.
And
then
search
the
same

ques4onable
messages
in
working
logs
to
determine
if
they
are
normal
messages.
Take

note
of
the
concise
and
thorough
steps
taken
to
reproduce
the
issue
and
include
4ming

markers
when
collec4ng
data.
And
Finally
if
you
need
more
help,
zip
up
the
network

traces,
CDF
Traces,
Receiver
Logs
and
Repro
info
and
send
it
into
Citrix
Technical

Support.
We
this
data
in
hand,
we
will
certainly
have
a
huge
head
start
in
gesng
to
the

boiom
of
your
issue.

All
Resources:

Troubleshoo4ng
Citrix
Receiver
for
Mobile
Devices


How
to
Record
a
Network
Packet
Trace
on
a
NetScaler
Appliance


Case
Study:
Troubleshoo4ng
ICA
Session
Disconnec4on
with
CDF
and
Network
Traces


How
to
Enable
and
Collect
Advanced
Logs
for
Receiver
for
iOS


Case
Study:
Unable
to
Launch
Applica4ons
from
Android
Device


Receiver
for
Android
Troubleshoo4ng

hip://support.citrix.com/proddocs/topic/receiver-‐android-‐33/android-‐receiver-‐admin-‐
troubleshoo4ng.html

Receiver
for
iOS
Troubleshoo4ng

troubleshoo4ng.html

Enable
STA
Logging


136

Web
Interface
tracing


How
to
Decrypt
SSL
and
TLS
Traﬃc
using
Wireshark


How
to
Take
a
Network
Trace
on
a
Netscaler
or
Citrix
Access
Gateway
Enterprise
Edi4on

Appliance


How
to
Capture
a
Nstrace
from
the
Command
Line
Interface
in
Release
9.2
and
9.3


How
to
Record
a
Network
Packet
Trace
on
a
Netscaler
Appliance
(GUI
driven)


How
to
Decrypt
Traces
Recorded
on
a
Netscaler
Appliance


How
to
Export
and
use
SSL
Session
Keys
to
Decrypt
SSL
Trace
Without
Sharing
the
SSL

Private
Key


CDFControl


Citrix
Scout


hip://support.apple.com/kb/ht4094

hip://www.raywenderlich.com/1948/how-‐integrate-‐itunes-‐ﬁle-‐sharing-‐with-‐your-‐ios-‐app

137

Troubleshooting and debugging Citrix Receiver for iOS and Android

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