troubleshooting citrix metaframe - dabcc.com a citrix metaframe... · troubleshoot citrix services...

21
Troubleshooting Citrix MetaFrame Procedures Document name Troubleshooting a Citrix MetaFrame environment v1.0.doc Author Marcel van As Last Revision Date 28 February 2006 Edited and released by: www.dabcc.com

Upload: truongnhu

Post on 05-Aug-2018

236 views

Category:

Documents


3 download

TRANSCRIPT

  • Troubleshooting Citrix MetaFrame Procedures

    Document name Troubleshooting a Citrix MetaFrame environment v1.0.doc Author Marcel van As Last Revision Date 28 February 2006 Edited and released by: www.dabcc.com

    http://www.dabcc.com/

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Index Index .......................................................................................................................................... 2 Introduction ................................................................................................................................ 3

    Intended Audience ................................................................................................................. 3 Basic flow for troubleshooting.................................................................................................... 4 Troubleshoot Secure Gateway.................................................................................................. 5 Troubleshoot Server and Services ............................................................................................ 7 Troubleshoot Citrix Services...................................................................................................... 9 Troubleshoot Terminal Services.............................................................................................. 12 Troubleshoot printing problems............................................................................................... 14 Troubleshoot ICA Session Performance ................................................................................. 16 Troubleshoot Server Performance .......................................................................................... 18 Troubleshoot Session Sharing Problems ................................................................................ 20

    www.dabcc.com Page 2 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Introduction Trying to track down and resolve technical problems on a Citrix MetaFrame Presentation Server environment could be one of the most frustrating experiences. To help you through the process, this document explains the necessary steps you need to do for effective troubleshooting on a Citrix environment. In addition, this document addresses some common problems. This document is version 1.0, so if you have questions and/or comments then please send them to: [email protected] Intended Audience This procedure is intended for system engineers or administrators responsible for maintaining and supporting a Citrix MetaFrame Presentation Server environment. The described procedures are based on the assumption that you have:

    An understanding of server based computing concepts Knowledge of Citrix MetaFrame Presentation Server Demonstrated knowledge of at least Windows 2000 Server

    www.dabcc.com Page 3 of 21

    mailto:[email protected]

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Basic flow for troubleshooting The basic flowchart for troubleshooting a Citrix MetaFrame environment and Citrix Secure Gateway is shown in Figure 1 below. Each of the circled numbers is described on the pages after the flowchart. All actions highlighted in blue are described in other paragraphs.

    www.dabcc.com Page 4 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Secure Gateway The flowchart for troubleshooting the Citrix Secure Gateway is shown in Figure 2 below. Each of the circled numbers is described on the pages after the flowchart.

    1. CSG service running - The secure gateway runs as a service Secure Gateway

    Service. Launch the services MMC on the corresponding server and check if the Secure Gateway Service is running.

    2. Start CSG service - Through the services MMC the Secure Gateway Service

    must be start. 3. Start CSG diagnostics - Launch the Citrix Secure Gateway diagnostics tool.

    Watch the output to find the problem area.

    www.dabcc.com Page 5 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    4. Reinstall or renew certificates - When the CSG diagnostics identifies the SSL Certificates are invalid reinstall the certificates or renew the certificated when they are expired. In case private certificates are used verify the root certificate is installed and not expired.

    5. Check if the IIS service is running - When the IIS service is not running the Web

    Interface is not accessible and the logon agent is not working. Launch the IIS manager MMC and check to see if the IIS service is running and if all the websites, particularly the Web Interface, are online.

    6. Start IIS service - Start the IIS services if not running. Enable the websites of not

    running within IIS. 7. Check if the XML services are running - Check all the MetaFrame servers to

    see if the Citrix XML Service is running 8. Start XML Service - Start the Citrix XML Service if not running on the Citrix

    MetaFrame server. Start the IIS service and enable the website (default website) containing the Web Interface.

    9. Launch the WIAdmin - By launching the Citrix Web Interface Console we can

    view and or change the secure gateway settings and Web Interface settings. 10. Consult IIS specialist - If you reach this state you have IIS running but the

    website is not functional. This could be caused by port conflicts or other faulty configured IIS setting. This document does not provide information for troubleshooting IIS. Consult Microsoft or IIS Specialist.

    11. Reconfigure the Web Interface - Reconfigure the Web Interface farm settings

    and provide the correct Citrix servers for the farm. Reconfigure the Web Interface server side firewall settings and provide the correct secure gateway server and the STA servers.

    12. Check if IIS is running on the STA servers - Launch the IIS manager MMC and

    check to see if the IIS service is running and if all the websites are online. 13. Start IIS Service - Start the IIS services if not running on the STA servers. Enable

    the websites if not running within IIS 14. Check if IIS Script path is accessible - Check if the default website containing

    the scripts path and if its accessible and has scripts only execute rights. 15. Set ACLs - Set ACLs on the scripts path and set scripts only execute

    permissions. 16. Consult Citrix specialist - Consult Citrix or a Citrix specialist for troubleshooting

    the secure gateway configuration.

    www.dabcc.com Page 6 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Server and Services The flowchart for troubleshooting the server and standard services is shown in Figure 3 below. Each of the circled numbers is described on the pages after the flowchart. All actions highlighted in blue are described in other paragraphs.

    Yes

    Start

    Server Online

    Check server & services

    Power on serverNo

    1

    Server accesible

    Check NetworkNo

    All services running

    Yes

    Start Services Success

    Logon using RDP

    Yes

    Success Check Citrix Services

    2 3

    Logon on console

    Failed

    Check Terminal Services

    Success

    Administrative logon

    Failed

    Success

    Join Domain

    Failed

    Citrix related service

    Failed

    Yes

    Finished

    Member of Domain

    Rebuild server

    Failed

    No

    Check Eventlog

    KnownErrors

    4

    5

    6

    7

    9

    10

    11

    12 13

    Fix errors

    8

    Debug logon proces

    UnknownErrors

    Success

    No

    Failed

    Success

    1. Server online Check if server is powered on.

    2. Server accessible - Check if server is online in network.

    3. Check Network - Check if network cables are plugged in. Check TCP/IP settings

    and change if necessary.

    www.dabcc.com Page 7 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    4. All services running - Use services MMC to check if all services are running.

    5. Logon using RDP - Logon as a user to check if it is a Citrix problem or not.

    6. Logon on Console - Logon as a normal user on the console.

    7. Administrative logon - Logon as a administrator on the console

    8. Debug logon process - Set the following registry key on the server to debug the logon process:

    Key: HKLM\Software\Microsoft\Windows NT\CurrentVersion\Winlogon Value: UserEnvDebugLevel Type: REG_DWORD Data: 10002 (Hex)

    The data value of 10002 will enable verbose logging to a file on the server. Once you set this value, reboot your server and check for a userenv.log file in the %System Root%\Debug\UserMode\ folder. Remember to turn this off when youre done troubleshooting it, since each user logon can easily add 100KB to the size of this log file.

    9. Member of domain - Check if the server is still a member of the domain and if the server can successfully contact the domain controllers.

    10. Start Services - Start the services which are not started

    11. Citrix Related Service - Is the failing service a Citrix Related Service such as the Citrix XTE server or the Independent Management Architecture

    12. Check Event Log - Check the Event Log for warning or error messages. Lookup

    the Event IDs to check if its a known error. 13. Fix error - If the error message is a known error fix it according the given

    resolution.

    www.dabcc.com Page 8 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Citrix Services The flowchart for troubleshooting the Citrix Services is shown in Figure 4 below. Each of the circled numbers is described on the pages after the flowchart.

    1. Application or server problem - Find out if its a server or application problem. If its a server problem no Citrix application will start. If its an application problem some applications can start with Citrix.

    2. IMA Service running - Check with the services MMC if the service

    Independent Management Architecture is running and no errors for the IMA service exists in the server Event Log.

    3. Restart IMA service - If the service Independent Management Architecture is

    not running start the service

    www.dabcc.com Page 9 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    4. IMA directory in path - Check the PATH environment to see if the directories \Citrix\System32 and- \Citrix\System32\IMA\Subsystems are in the path Set PATH Change the path environment and add the directories \Citrix\System32 -and- \Citrix\System32\IMA\Subsystems to the path environment

    5. Datastore online - Check if the data store is online. Start the Citrix Management Console and on the Resource Manager Watcher Tab check if Data store Connection Failure is present and in error state. Or check this from the MS SQL Enterprise Manager and see if the CITRIXIMA database is online.

    6. Bring data store online - Bring the data store online by restoring the

    database or rebuild the entire SQL server. As a temporary option fail over to the replicated database.

    To use the replicated database edit \Citrix\Independent Management Architecture\MF20.dsn and change the server entry to the server hosting the replicated database. Execute the following command:

    dsmaint config /user:sa /pwd:Citrix /dsn:\Citrix\Independent Management Architecture\MF20.dsn

    7. Datastore online - Clean the localhost cache by executing the command:

    dsmaint /recreatelhc Start the IMA service

    8. Config IMA DSN - From within the ODBC administrator create a new file DSN with the connection to the CITRIXIMA database.

    Execute the following command: dsmaint config /user:sa /pwd:Citrix /dsn:\

    9. ICA Port enabled - Telnet to port 1494 on the server and check if the ICA port is enabled and has a listener on it.

    10. Enable ICA Port - Start the Citrix connection configuration and enable the

    ICA-TPC protocol 11. DSCheck - Run dscheck.exe from the command prompt and watch for errors. 12. DSCheck /Clean - Run dscheck.exe /clean from the command prompt to

    clean the data store. 13. Restore data store - Restore the data store from backup

    www.dabcc.com Page 10 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    14. Check Published Application - Check if the published application is enabled and the application location and startup options are correct.

    15. Install / Repair Application - From the add/remove software control panel

    repair the application. Or (re)install the application from within the Citrix Installation Manager

    16. Check application client options - Check the application client options from

    within the Citrix management console. Check if the client options like screen, colors and encryption are correct and the same as the other applications.

    17. Set application client options - Set the application client options according

    the standard 640x480@16bit with basic encryption and sound enabled.

    www.dabcc.com Page 11 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Terminal Services The flowchart for troubleshooting the terminal services is shown in Figure 5 below. Each of the circled numbers is described on the pages after the flowchart.

    1. Logon Enabled - Check if logons are enabled by executing the command

    change logon /query or from the MetaFrame settings of the server properties within the Citrix management console.

    2. Enable Logons - Enable logons by executing the command change logon

    /enabled or by checking the option enable logons to this server from the MetaFrame settings of the server properties within the Citrix management console.

    www.dabcc.com Page 12 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    3. User TS Enabled - Check if the user has the properties Allow logon to terminal server enabled in active directory.

    4. Enable Allow TS logon - Enable the options Allow logon to terminal server for

    the user in Active Directory.

    5. Application Mode Enabled - Launch the Terminal Services Configuration MMC and check if Terminal Server Mode is set to Application Server.

    6. Enable Application Mode - Launch the add/remove software control panel. Click

    the Add/Remove Windows Components button and click next. Change the Terminal Services option to Application server mode.

    7. TS Licenses Available - Check if a Terminal Server License Server is available,

    activated and licenses are installed. 8. Install Licenses - Install a Terminal Server License Server and install the

    Terminal Server Licenses. 9. Administrative Logon - Try to logon as a administrator using a RDP session 10. Debug usrlogon process Set the following registry key on the server to debug

    the logon process:

    Key: HKLM\Software\Microsoft\Windows NT\CurrentVersion\Winlogon Value: UserEnvDebugLevel Type: REG_DWORD Data: 10002 (Hex) The data value of 10002 will enable verbose logging to a file on the server. Once you set this value, reboot your server and check for a userenv.log file in the %System-Root%\Debug\UserMode\ folder. Remember to turn this off when youre done troubleshooting it, since each user logon can easily add 100KB to the size of this log file.

    11. Check Event Log - Check the Event Log for warning or error messages. Lookup

    the Event IDs to check if its a known error. 12. Fix errors - If the error message is a known error fix it according the given

    resolution.

    www.dabcc.com Page 13 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot printing problems The flowchart for troubleshooting printing problems is shown in Figure 6 below. Each of the circled numbers is described on the pages after the flowchart.

    1. Printers available on Client - Are the desired printers and drivers installed on the

    client. 2. Install Printers on Client - Install the printers and drivers on the client machine. 3. Client Printer Mapping Enabled - Check in the Citrix Connection Configuration

    Client Settings if the windows client printer mapping is enabled. 4. Enable Client Printer Mapping - Enable the Windows Client printer mapping in

    the Citrix Connection Configuration tool. 5. Events 1106 and 1107 in server Event Log - Check the Application Event Log

    on the Citrix servers for 1106 and 1107 errors from source MetaFrameEvents and category Printer Management. The event description will tell which printer failed for auto-creation and what driver should be used.

    www.dabcc.com Page 14 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    6. Printer Driver installed on Server - In the Citrix Management Console - Printer Management - Drivers, check whether the driver is available in the farm and installed on all servers.

    7. Install Printer Driver on Server - If the Printer Driver is available in the Citrix

    Farm on a server select the server with the driver and replicate the driver to the servers with the missing driver. Depending on the load and number of servers this can take up a few hours before replication is completed. If the driver is not in the Farm install the Windows 2000 version, NOT a version-2 (NT) driver, of the printer driver on a server and replicate the driver from that server to the other servers.

    8. Create Printer Mapping - When driver names are not exactly the same on the

    client and the server, printer creation will fail. In the Citrix Management Console create a printer mapping with the client driver name with the corresponding server driver. Open the 1106 and 1107 error in the application Event Log and copy the client driver name. Paste the client driver name in the Citrix management console and select the corresponding or compatible server driver. Examples: Client: HP Laserjet 4000 PCL Server: HP Laserjet 4000 Series PCL Client: HP Laserjet 4/4M Server: HP Laserjet 4 Client: HP Laserjet 1100 Server: HP Laserjet Series II Client: Lexmark 2205 Server: HP Laserjet 4 Note: If you are receiving a lot of 1106 and 1107 errors then you might be interested in DABCC Advanced Print Manager (www.dabcc.com/apm)

    www.dabcc.com Page 15 of 21

    http://www.dabcc.com/apm

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot ICA Session Performance

    1. Session Active - Start the Citrix Connection Center by double clicking on the ICA symbol

    in the notification area (clock). Check if ICA session is still active. 2. Reconnect Session - Reconnect the session by launching the application again or from

    the Citrix Web Interface with the reconnect button (if available).

    www.dabcc.com Page 16 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    3. Noticeable Traffic - Check the properties of the ICA session. Check if the session generates data to and from the Citrix server.

    4. Network Active - Check if the network is still active. Refresh application on the Web

    Interface. Log off from the Web Interface and logon in the Web Interface again. 5. Normal Resource Usage - Application looks unresponsive. Check if application

    consumes too many resources like memory and CPU or causing the CPU queue to fill up. If abnormal resource usage is detected logoff or kill user process on Citrix server.

    6. Force logoff after 15min- Disconnect the users session and try reconnecting. If the

    application is still unresponsive, let the application run for 15 minutes. Watch resource usage of the application during this period. If the application is still unresponsive, logoff the user session or kill the user process.

    7. Fix Network - Take appropriate actions to repair the network. 8. Kill Application - Kill the application if it is using too many resources which can affect

    other users performance. Try logging of the user session first, otherwise kill the application or reset the session.

    9. Launch new application - Launch a new application and watch if it is launched within the

    same session or a new session is created. 10. Original app unresponsive - If the original application is unresponsive a new session is

    created by launching a new application. Profile corruption, networking issues, database timeouts and macros (like VBA script) are often the cause of hanging or unresponsive applications.

    11. Force logoff after 45 minutes - If normal resource usage is normal, let the unresponsive

    application run for least 45 minutes. Watch resource usage of the application during this period. If the application is still unresponsive, logoff the user session or kill the user process.

    12. New App normal Speed - Is the new application running at expected or reasonable

    speed. 13. Original App problem - The original application is having a problem. The problem is

    often caused by networking issues, database timeouts or internal application faults. Make note of the last actions made in the application like selections and queries.

    14. Contact application support - Contact application support to troubleshoot the

    application. 15. Other users affected - Do other users have the same problem ? If so, make note of the

    other users and contact Citrix administrators / Citrix support to troubleshoot server performance.

    16. Shadow Session - If possible try to shadow the users session. 17. Expected behavior restored - Is the expected behavior of the application restored by

    shadowing the users session? 18. Reduce color quality - Does reducing the color quality (256 or 16 colors) on the users

    desktop increase the session performance? 19. Increase Session Memory / Update ICA Client - Increase session memory for the Citrix

    farm in the Citrix management console. If possible update the ICA client to at least a version 8 Client. If the problem happens often with the same application, the application is suffering on a GDI memory leak.

    www.dabcc.com Page 17 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Server Performance

    www.dabcc.com Page 18 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    1. Monitor Server Performance - Monitor the following performance counters Object Counter Instance Description

    Terminal Services Active Sessions Total user session connected Process Working Set _ Total Real physical memory used Memory Pages Input/Sec Memory read from pagefile (1 page = 4kB) Memory Pages Output/Sec Memroy written to pagefile (1 page = 4kB) Memory Available MBytes Estimate memory free Memory Free System Page Table Entries Free System PTEs Paging File %Usage _Total Pagefile usage Processor % Processor Time All

    Instances CPU usage

    System Processor Queue Length Number of processes waiting Cache Copy Read Hits % Memory efficiency of system file cache

    2. Run Away User Processes - Check with the task manager for run away processes.

    3. Kill Process - Kill the run away process by logging of the user holding the process or

    by terminating the process. 4. Memory Usage / User process - Check with the task manager the memory usage

    and VM size per process. 5. Kill Process - Kill the process if it is consuming too many memory and causing

    excessive paging. 6. Memory Efficiency - Check the performance counter Cache | Copy Read Hits %.

    Constant values below 90% indicates a problem with kernel memory. 7. CPU Queue - With performance monitor measure System | Processor Queue

    Length. This counter represent the number of processes waiting to be processed. A rule of thumb is a maximum of 2 processes per processor.

    8. Reduce Processes - Reduce the number of processes by stopping some services or

    by logging of users from the system. 9. Network Queue - Check the Output Queue Length of the network interface with the

    performance monitor. If the output queue length is any value above 0 it indicates a problem with the network or network interface.

    10. Troubleshoot Network - Troubleshoot the network connections, network load,

    network interfaces or other network components. 11. Disk Queue - Check the performance counter LogicalDisk | Current Disk Queue

    Length. 12. Troubleshoot Disk Subsystem - Check the server for failing hard drives. Put

    pagefile on separate hard drive with its own scsi or raid controller. 13. 3rd Level Support - Escalate the problem to a 3rd level support group. 14. Restart Spooler - Restart the spooler service to free up some memory. 15. Stop Kernel Processes -Stop some kernel processes by stopping some services

    like NetIQ, SNMP, HP/Compaq monitoring agents. This will free up some kernel memory and creates a shorter process list.

    16. Reduce Users - Logoff some of the users or add more servers. This will increase the

    performance.

    www.dabcc.com Page 19 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    Troubleshoot Session Sharing Problems

    Yes

    Start

    Session active and

    responsive

    Session Sharing

    Set Application Appearance

    No

    1

    Publish on Server

    2

    Troubleshoot ICA Session Performance

    Application on Same Server No

    3

    Yes

    Same Application Appearance

    4

    No

    5

    Yes

    Same Client Options

    6Set Client OptionsNo

    7

    Yes

    Update ICA Client

    8

    < 8ICA Client Version

    3rd Level Support

    => 8

    9

    10

    1. Session active and responsive - Is the first session still active and responsive? 2. Application on Same Server - Is the new application installed and published on the

    same server? 3. Publish on Server - If possible Install and Publish the application on the other servers. 4. Same Application Appearance - In the Citrix Management Console check if the

    applications have the same application appearance. 5. Set Application Appearance - Set the application appearance the same for all

    applications.

    www.dabcc.com Page 20 of 21

  • Troubleshooting a Citrix Metaframe environment v1.0.doc

    6. Same Client Options - Check the client options in the Citrix Management Console. Sound and Encryption options should be set the same for all applications.

    7. Set Client Options - On the client options on each published application. Set the sound

    and encryption options the same for all applications. 8. ICA Client Version - Check the ICA Client Version on the users desktop. There should

    be at least version 8 installed. 9. Update ICA Client - Update the ICA Client to at least version 8 to improve the ICA

    session sharing feature. 10. 3rd Level Support - Escalate the problem to a 3rd level support group.

    www.dabcc.com Page 21 of 21

    /ColorImageDict > /JPEG2000ColorACSImageDict > /JPEG2000ColorImageDict > /AntiAliasGrayImages false /CropGrayImages true /GrayImageMinResolution 300 /GrayImageMinResolutionPolicy /OK /DownsampleGrayImages true /GrayImageDownsampleType /Bicubic /GrayImageResolution 300 /GrayImageDepth -1 /GrayImageMinDownsampleDepth 2 /GrayImageDownsampleThreshold 1.50000 /EncodeGrayImages true /GrayImageFilter /DCTEncode /AutoFilterGrayImages true /GrayImageAutoFilterStrategy /JPEG /GrayACSImageDict > /GrayImageDict > /JPEG2000GrayACSImageDict > /JPEG2000GrayImageDict > /AntiAliasMonoImages false /CropMonoImages true /MonoImageMinResolution 1200 /MonoImageMinResolutionPolicy /OK /DownsampleMonoImages true /MonoImageDownsampleType /Bicubic /MonoImageResolution 1200 /MonoImageDepth -1 /MonoImageDownsampleThreshold 1.50000 /EncodeMonoImages true /MonoImageFilter /CCITTFaxEncode /MonoImageDict > /AllowPSXObjects false /CheckCompliance [ /None ] /PDFX1aCheck false /PDFX3Check false /PDFXCompliantPDFOnly false /PDFXNoTrimBoxError true /PDFXTrimBoxToMediaBoxOffset [ 0.00000 0.00000 0.00000 0.00000 ] /PDFXSetBleedBoxToMediaBox true /PDFXBleedBoxToTrimBoxOffset [ 0.00000 0.00000 0.00000 0.00000 ] /PDFXOutputIntentProfile () /PDFXOutputConditionIdentifier () /PDFXOutputCondition () /PDFXRegistryName () /PDFXTrapped /False

    /Description > /Namespace [ (Adobe) (Common) (1.0) ] /OtherNamespaces [ > /FormElements false /GenerateStructure false /IncludeBookmarks false /IncludeHyperlinks false /IncludeInteractive false /IncludeLayers false /IncludeProfiles false /MultimediaHandling /UseObjectSettings /Namespace [ (Adobe) (CreativeSuite) (2.0) ] /PDFXOutputIntentProfileSelector /DocumentCMYK /PreserveEditing true /UntaggedCMYKHandling /LeaveUntagged /UntaggedRGBHandling /UseDocumentProfile /UseDocumentBleed false >> ]>> setdistillerparams> setpagedevice