Troubleshooting 编辑

Support

Citrix provides two forms of support: free, self-help support on the Citrix Support website and paid-for Support Services, which you can purchase from the Support site. With Citrix Technical Support, you can open a Support Case online or contact the support center by phone if you experience technical difficulties.

The Citrix Knowledge Center hosts several resources that might be helpful to you in the event of odd behavior, crashes, or other problems. Resources include: Forums, Knowledge Base articles, White Papers, product documentation, hotfixes, and other updates.

If you experience technical difficulties with the Citrix Hypervisor server, this section is meant to help you solve the problem if possible. If it isn’t possible, use the information in this section to gather the application logs and other data that can help your Solution Provider track and resolve the issue.

For information about troubleshooting Citrix Hypervisor installation issues, see Troubleshoot the installation. For information about troubleshooting virtual machine issues, see Troubleshoot VM problems.

Important:

We recommend that you follow the troubleshooting information in this section solely under the guidance of your Solution Provider or the Support team.

In some support cases, serial console access is required for debug purposes. Therefore, when setting up your Citrix Hypervisor configuration, it is recommended that serial console access is configured. For hosts that do not have physical serial port (such as a Blade server) or where suitable physical infrastructure is not available, investigate whether an embedded management device, such as Dell DRAC can be configured.

For information on setting up serial console access, see CTX121442.

Citrix Hypervisor server logs

You can gather diagnostic information from Citrix Hypervisor by various different methods depending on what state your Citrix Hypervisor server is in.

Important:

Citrix Hypervisor server logs might contain sensitive information.

Gather logs by using Citrix Hypervisor Center

When the Citrix Hypervisor server is running and there is a network connection between Citrix Hypervisor Center and the Citrix Hypervisor server, you can use Citrix Hypervisor Center to gather Citrix Hypervisor server information.

1. Open Citrix Hypervisor Center and connect to your Citrix Hypervisor pool.
2. In the Tools menu, select Server Status Report.
3. In the Server Status Report task, you can select from a list of different types of information to gather (various logs, crash dumps, and so on).
4. Save the status report to the machine that Citrix Hypervisor Center is running on.
5. Provide the status report file to Citrix Technical Support.

Gather logs by using the command line

You can use commands in the Citrix Hypervisor server console or over an SSH connection to the server to gather logs.

These commands are useful in the case that your Citrix Hypervisor server is running but Citrix Hypervisor Center is unable to connect to the Citrix Hypervisor server. However, Citrix Hypervisor is reachable over the network and you can open an SSH connection to the Citrix Hypervisor server.

1. Open an SSH connection to your Citrix Hypervisor server.

2. In the console, run the following command:

   xen-bugtool  --yestoall