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SUM405: Troubleshooting and Debugging Receiver for iOS and Android Christian Suarez Sr. Escalation Engineer May 21, 2013.

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Presentation on theme: "SUM405: Troubleshooting and Debugging Receiver for iOS and Android Christian Suarez Sr. Escalation Engineer May 21, 2013."— Presentation transcript:

1 SUM405: Troubleshooting and Debugging Receiver for iOS and Android Christian Suarez Sr. Escalation Engineer May 21, 2013

2 © 2013 Citrix Why Mobility? 2

3 © 2013 Citrix Why Now? 3

4 © 2013 Citrix A fast growing, rapidly changing mobile market Source: Gartner (September 2011) Source: Gartner (January 2012)

5 © 2013 Citrix 5

6 How do you find the problem?

7 © 2013 Citrix DevicesNetworkWebResources Access Gateway Third Party VPN StoreFront Web Interface Citrix Mobile Infrastructure

8 © 2013 Citrix Agenda 8 Network and ICA Connection Troubleshooting Advanced Logs on Receiver for iOS Logcat with Receiver for Android Wrap it up! Questions NEW!

9 Network and ICA Connection Troubleshooting

10 © 2013 Citrix Isolate the Issue 10 Detailed Reproduction Steps XenApp / XenDesktop? Resources

11 © 2013 Citrix Isolate the Issue 11 Reproducible Environment XenApp / XenDesktop StoreFront / Web Interface / Services Site Web StoreFront Web Interface Services Site

12 © 2013 Citrix Isolate the Issue 12 Reproducible Environment XenApp / XenDesktop StoreFront / Web Interface / Services Site User-based or Device-based Frequency of the Issue

13 © 2013 Citrix Detailed Reproduction 13 Repro Steps Clear Sequential Repro Steps with timing (Start Tracing at 6:09pm on 4/2) 1.Logon to WI from Browser at 6:10 2.Launch XenApp Desktop at 6:11 Expected Behavior 3.Hear Windows logon sound Unexpected Behavior 3.Cannot hear Windows logon sound at 6:12

14 © 2013 Citrix External Reproduction 14 Complex backend or proprietary software Provide Store Account configuration Test user account Security Token requirements present a challenge

15 © 2013 Citrix Test Other Citrix Receivers 15 Previous Receiver  Possible Regression Beta / EAP Receiver  Already Fixed From Browser or Receiver Android vs iOS Windows Receiver

16 © 2013 Citrix Network Troubleshooting 16 Checking the Network Netscaler AG- VPN or ICA Proxy?  Other VPN Local Users or External Users only 3/4G or Wireless Network Single or Dual Authentication Public or Private CA Certificates Intermediate Certificate on the Gateway Network Access Gateway Third Party VPN

17 © 2013 Citrix Network Troubleshooting 17 Identify Network devices within the connection Look for unique or custom configurations or design Check for third party logs or tracing Identify Closest Working Scenario Collect Working and Non-working Network Traces

18 © 2013 Citrix ICA Enumeration and Connection 18 ICA is Citrix’s primary TCP Protocol  ICA wrapped in CGP / Session Reliability – 2598 Determine Enumeration or Connection  Authentication in Enumeration  Session Launch in Connection Create Account/Store in Mobile to Enumerate  Enumerate via Web Interface each time Launch App or Desktop from Browser or Receiver

19 © 2013 Citrix Network Traces Analysis Tips Filter by Regular Expressions  tcp.port == 1494 || tcp.port == 2598  ip.addr == && ip.addr == Finding the ICA Session

20 © 2013 Citrix Network Traces Analysis Tips Filter by Regular Expressions  tcp.port == 1494 || tcp.port == 2598  ip.addr == && ip.addr == Add Name Resolution Use Display Time Format Finding the ICA Session

21 © 2013 Citrix Network Traces Analysis Tips Find TCP Handshake – SYN, SYN-ACK, ACK Use Follow TCP Stream Verify the ICA Sounder Finding the ICA Session

22 © 2013 Citrix Network Traces Analysis Tips Time issue occurred during trace Use Expert Info Features Look for Network Saturation Look for Retransmissions and Resets Find which side of conversation initiates the problem Compare with a working trace Identifying Issues

23 © 2013 Citrix Network Traces with Netscaler AG nstrace.sh command with nsroot access  Secure Shell (SSH) access with tool like PuTTY or Secure Console  Secure Copy (SCP) download with tool like WinSCP or SFTP Netscaler’s Web Console  Start new trace under System-> Diagnostics Decrypt a SSL Trace with Private Key

24 © 2013 Citrix Other Data for ICA Connection Issues 24 Event Logs of XenApp or XenDesktop host  Licensing Issues  Authentication Issues Event Logs of Authenticating Server  Web Interface or XML Broker STA Logs in CtxSta.config for Ticketing Issues Enable Web Interface tracing in web.config file IIS Logs for Web Site issues

25 © 2013 Citrix Citrix Diagnostic Facility (CDF) Traces 25 Key Citrix Diagnostic Data requires parsing CDF is based off Event Trace for Windows (ETW)  Providers, Controllers and Consumers Identify which XenApp Server to Trace  Citrix XenApp Server and XenDesktop Host Session Launching issues  Zone Data Collector and XML Broker Application Enumeration or Load-Balancing issues

26 © 2013 Citrix Capturing CDF Traces 26 Steps to gather CDF Traces  Scout - CTX130147CTX  CDF Control – CTX111961CTX Use Circular Traces for Intermittent issues Provide Citrix Technical Support with.etl trace file Citrix Diagnostic Facility

27 CDF Trace Demo

28 © 2013 Citrix Data Collected Network Traces –.pcap,.cap Network IP Info

29 © 2013 Citrix Data Collected Network Traces –.pcap Network IP Info CDF Traces -.etl Repro Info

30 © 2013 Citrix Data Collected Network Traces –.pcap Network IP Info CDF Traces -.etl Repro Info Event Logs -.csv

31 © 2013 Citrix Data Collected Network Traces –.pcap Network IP Info CDF Traces -.etl Repro Info Event Logs -.csv

32 LongCommandLine parameter fails for iOS and Android Case Study #1

33 © 2013 Citrix LongCommandLine parameter fails for iOS and Android Case Study #1 33 Troubleshooting  Occurs on Receivers for iOS, Android and Mac not Windows  Occurs only when session sharing  Happens from Local, External, Web Interface or Storefront ICA FILE … [IE] Address= :1494 InitialProgram=#IE LongCommandLine=http://www.citrix.com/l ang/English/home.asp ClientAudio=On AudioBandwidthLimit=1

34 © 2013 Citrix LongCommandLine parameter fails for iOS and Android Case Study #1 34 Debugging  Obtained CDF Traces with successful and failed launch  Found launch attempts with Enter:HostLaunchRequest()  Successful launch

35 © 2013 Citrix LongCommandLine parameter fails for iOS and Android Case Study #1 35 Debugging  Obtained CDF Traces with successful and failed launch  Found launch attempts with Enter:HostLaunchRequest()  Failed launch

36 © 2013 Citrix LongCommandLine parameter fails for iOS and Android Case Study #1 36 Results  Discovered defect in all non-windows Receivers  Fixed for iOS, Android, Linux and Mac ICA FILE … [IE] Address= :1494 InitialProgram=#IE LongCommandLine=http://www.citrix.com/l ang/English/home.asp ClientAudio=On AudioBandwidthLimit=1

37 Advanced Logs for Receiver for iOS

38 © 2013 Citrix Introduction to Advanced Logs on iOS 38 Advanced Logs introduced in Receiver for iOS 5.7 AeTracing – Advanced Extensible Tracing Plain Text Log File Time and Date Stamp - dd-mm-yyyy hh:mm:ss Message Types- INFO, WARN, VERBOSE, ERROR

39 © 2013 Citrix Enabling Advanced Logs 39 Enable Advanced Logs in the Receiver Settings

40 © 2013 Citrix 40

41 © 2013 Citrix Two Ways of Gathering Advanced Logs 41 Send Feedback and Request Help from Support From Synced iTunes under File Sharing

42 © 2013 Citrix Send Feedback and Request Help from Support 42

43 © 2013 Citrix 43

44 © 2013 Citrix From Synced iTunes under File Sharing 44

45 © 2013 Citrix Advanced Logs 45 Advanced Logs disabled after Send Feedback Find Issue within all compressed Advanced Logs Keywords to search for issues  ERROR  NOT  FAIL

46 © 2013 Citrix Supportability for Citrix Receivers See the Citrix Receiver Feature Matrix ents/products/citrix-receiver-feature-matrix.pdf

47 © 2013 Citrix

48 Supportability for iOS iOS Receiver Admin Troubleshooting Workspace control feature is not supported Connecting with a proxy is not supported Applications might open in different sessions Limited Support for Session Reliability ✗ 2598/CGP ✗ Client Buffer ✔ Session Freeze

49 Advanced Logs Messages

50 © 2013 Citrix Discover Store config by VERBOSE: -[CRLaunchPadViewController changeStore:] Advanced Logs Analysis

51 © 2013 Citrix Enumerating Apps from Web Interface INFO: -[StoreManager getMobileAppEnumForStore Advanced Logs Analysis

52 © 2013 Citrix Select Published Desktop icon VERBOSE: -[CRLaunchPadViewController appClicked:] Advanced Logs Analysis

53 © 2013 Citrix Published Desktop ICA File INFO: -The ICA: [Encoding] Advanced Logs Analysis

54 © 2013 Citrix ICA Session begins INFO: setSessionViewWasShown Advanced Logs Analysis

55 © 2013 Citrix ICA Session Display Settings INFO: Session Width: Advanced Logs Analysis

56 © 2013 Citrix User Notification Messages INFO: updateLaunchStatus: statusMessage: Advanced Logs Analysis

57 © 2013 Citrix Session successfully loaded INFO: Settings succesfully loaded for session view Advanced Logs Analysis

58 © 2013 Citrix Receiver returns to main screen INFO: updateVideoOut Advanced Logs Analysis

59 © 2013 Citrix User Disconnect Session VERBOSE: closeSession: Advanced Logs Analysis

60 © 2013 Citrix iOS Receiver crash dump iOS uses CrashReporter.crash report includes Stack Trace Located on Synced iTunes machine  Mac - ~\Library\Logs  Win - \AppData\Roaming\Apple computer\Logs\CrashReporter\

61 © 2013 Citrix iOS Data Collected Advanced Logs -.zip of.txt Repro timing info

62 © 2013 Citrix iOS Data Collected Advanced Logs -.zip of.txt Repro timing info Crash Reporter -.crash and.log

63 © 2013 Citrix iOS Data Collected Advanced Logs -.zip of.txt Repro timing info Crash Reporter -.crash and.log

64 iPad users are unable to connect through Access Gateway Case Study #2

65 © 2013 Citrix iPad users are unable to connect through Access Gateway Case Study #2 65 Troubleshooting  Occurs with iOS but not Windows Receivers  Only through Access Gateway not for Internal Users  SHA2 Certificates are on the device Access Gateway

66 © 2013 Citrix iPad users are unable to connect through Access Gateway Case Study #2 66 Debugging  No connection attempt from VDA, so no CDF Traces  Advanced Logs captured during the failure

67 © 2013 Citrix iPad users are unable to connect through Access Gateway Case Study #2 67 Debugging You have not chosen to trust "Entrust Certification Authority - L1C", the issuer of the server's security certificate.

68 © 2013 Citrix iPad users are unable to connect through Access Gateway Case Study #2 68 Results  Checked the Citrix Client Feature Matrix  FIPS/SHA2 Security is a Limitation in the Receiver for iOS

69 iOS Receiver disconnects issues after timeout Case Study #3

70 © 2013 Citrix iOS Receiver disconnects issues after timeout Case Study #3 70 Troubleshooting  Occurs only on Receivers for iOS  Only happens with Access Gateway connections

71 © 2013 Citrix iOS Receiver disconnects issues after timeout Case Study #3 71 Debugging  Obtained Advanced Logs from iOS Receiver This app is no longer available from the server or you are no longer permitted to access it

72 © 2013 Citrix iOS Receiver disconnects issues after timeout Case Study #3 72 Results  Discovered defect caching the credentials on the Receiver  Fixed the code and the user now returns to logon screen after timeout

73 Logcat with Receiver for Android

74 © 2013 Citrix Introduction to LogCat on Android 74 Android uses LogCat to dump system debug output  Using Android’s Log class Android Receiver always sends output to LogCat Plain Text Log File Time and Date Stamp - dd-mm-yyyy hh:mm:ss Problematic Keywords:  ERROR, FATAL EXCEPTION, FAIL

75 © 2013 Citrix Logcat Message Tags 75 V/ - verbose D/ - debug I/ - informational W/ - warning E/ - error F/ - fatal S/ - silent

76 © 2013 Citrix Two Ways of Gathering LogCat on Android 76 Send Feedback and Request Help from Support From Third Party Utility

77 © 2013 Citrix Collect LogCat from Receiver for Android 77 Send Feedback and Request Help from Support From Receiver for Android

78 © 2013 Citrix Collect LogCat from Receiver for Android 78 Request Help from Support

79 © 2013 Citrix Request Help from Support 79 Send Feedback

80 © 2013 Citrix Request Help from Support 80 Send Feedback

81 © 2013 Citrix Two Ways of Gathering LogCat on Android 81 aLogcat From LogCat utility

82 © 2013 Citrix aLogcat on Android 82 aLogcat is a third party app for collecting LogCat logs Regular expression filtering  com.citrix&E/ Citrix Receiver filter  com.citrix Send logs from aLogcat  , ShareFile and more Logcat utility

83 © 2013 Citrix Supportability of Receiver for Android Android Receiver Admin Troubleshooting Color depth limitation for sessions Workspace control feature is not supported Connecting with a proxy is not supported Full Support for Session Reliability ✔ 2598/CGP ✔ Client Buffer ✔ Session Freeze

84 LogCat Messages

85 © 2013 Citrix Discover StoreFront Discovery document URL= LogCat Analysis

86 © 2013 Citrix Successful Logon from Services Site Authentication successful LogCat Analysis

87 © 2013 Citrix Web Interface Site Loading onLoadResource LogCat Analysis

88 © 2013 Citrix Begin ICA Launch from StoreFront legacy DownloadIcaFileAndLaunchEngineTask LogCat Analysis

89 © 2013 Citrix Begin ICA Launch from Services Site DownloadIcaFileAndLaunchEngineTask LogCat Analysis

90 © 2013 Citrix User Disconnects ICA Session Process com.citrix.Receiver:wfica LogCat Analysis

91 © 2013 Citrix Android Receiver crash dump Android dump Stack Trace in LogCat - /E

92 © 2013 Citrix Android Data Collected LogCat log Repro timing info

93 Unknown Error from Android connecting through AG the second time Case Study #3

94 © 2013 Citrix Unknown Error from Android connecting through AG the second time Case Study #3 94 Troubleshooting  Occurs only on Receivers for Android  Occurs after one successful connection Access Gateway

95 © 2013 Citrix Unknown Error from Android connecting through AG the second time Case Study #3 95 Debugging  Network Traces checked out  Obtained LogCat from Android Receiver Receiver 403 response from gateway…

96 © 2013 Citrix Unknown Error from Android connecting through AG the second time Case Study #3 96 Results Defect discovered in Android Receiver Resolved in Receiver for Android Access Gateway

97 Wrap it up!

98 © 2013 Citrix Citrix Connection Troubleshooting 98 Isolate Reproduction for Data Collection Separate failing components Gather and Investigate Diagnostic Data  Event Logs, Network Traces  Citrix CDF Tracing Note the IP info during Network Traces Focus on Working vs. Non-working Data

99 © 2013 Citrix Logging for iOS and Android 99 Mobile Receiver logging is quick and easy Readable text messages Search logs for ICA Session Starting Point  iOS- VERBOSE & CRLaunchPadViewController  Android- CTX|CITRIX|RECEIVER.COM

100 © 2013 Citrix Logging for iOS and Android 100 Search logs for problematic keywords  iOS- ERROR, NOT, FAIL  Android- ERROR, FAIL, FATAL EXCEPTION Search questionable messages in working logs Provide Concise Repro Steps Collect details and data for Citrix Technical Support

101 © 2013 Citrix Resources 101 Troubleshooting Citrix Receiver for Mobile Devices How to Record a Network Packet Trace on a NetScaler Appliance Case Study: Troubleshooting ICA Session Disconnection with CDF and Network Traces How to Enable and Collect Advanced Logs for Receiver for iOS Case Study: Unable to Launch Applications from Android Device

102 © 2013 Citrix Before you leave… Recommended related breakout sessions:  SUM212: How to create a fabulous user experience with Citrix Receiver  SUM604: Enterprise mobility planning and design workshop Conference surveys are available online at starting Friday, May 24 at 9:00 a.m. PTwww.citrixsynergy.com  Provide your feedback by 4:00 p.m. PT that day and you’ll receive a $30 Amazon.com gift card via Download presentations starting Monday, June 3, from your My Conference Planning tool located within the My Account section

103 © 2013 Citrix Tweet about this session with #SUM405 and #CitrixSynergy

104 Questions & Answers

105 Work better. Live better.


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