Auto Support & Scout, Citrix troubleshooting done right
I noticed that noone was talking or blogging about it, I wondered why for troubleshooting tools are welcome in a world that becomes more complex due to integration of solutions.
So initially I wanted to write about Citrix XenDesktop Collector and the site TAAS.Citrix.com, the tools I assumed made up the solution “Citrix Auto Support”. After my blog had been read hundreds of times I got an e-mail from Fred Donovan and Michael Ryan from Citrix asking for a conference call to talk about my blog and the tools I described. From the initial contact I gathered that XenDesktop Collector wasn’t the tool Citrix intended to use for Auto support. I was anixious to find out more.
During the confernce call we discussed the possibilities of the tools, the future of the tools and the areas they are planning to cover with the tool. So after the conference call I decided to change the blog and write about Auto Support and the tools the way Citrix is planning to deploy it.
So here you go, read about Scout and Auto Support (The Tool Formely known as TAAS).
I think it was Citrix Synergy Berlin or perhaps Barcelona last year that I first got to meet the guys behind Citrix TAAS. I was invited to test a “private”demo and fell in love with the idea straight away.
So let’s skip talking about TAAS and start talking about the Auto Support tool and Scout.
For logging there is a tool that not only supports XenDesktop but also XenApp, this tool is called Scout. The scout tool is downloadable from the Citrix site. Scout is the tool Citrix is intended to be using for the Auto Support site, TAAS.Citrix.Com. With Scout you can collect logging from;
- Citrix XenDesktop;
- Citrix XenApp;
Scout logging results can be uploaded to the Citrix Auto Support site where TAAS engines will do the analysis. There a two way of collecting data;
- A health check of your
environment and the machines you have selected. Note that WinRM is
required for collecting data from remote machines.
- If you are troubleshooting and issue that you can reproduce, then you can run a CDF trace while reproducing the issue and the trace file will be included in the data upload for analysis
The first one gives you basic information about the setup of your environment like if you applied database mirroring or applied a hotfix on all server. The second on is the one that is used already these days when you open a case with Citrix, it’s the real debugging way.
For any reference visit:
Auto support (Formely known as Tools As A Service)
The Tool, Scout
Opening the tool gives a empty screen with just the Farm name shown in the corner.
In the bottom you see two buttons, one of the is Collect and Upload.
After selecting a device, click on Continue to star the collecting.
There is a possibility to upload the collected data directly to Citrix via Scout but in some networks this ain’t possible. for these networks, log on to the site and upload it from there as described a bit later on in this blog.
Next to the upload button is the Filter menu option, if you have multiple uploads of many products it might come in handy to filter them out. I noticed that in this release the filter isn’t doing that much, in most environments you won’t have hunderds of logs uploaded so the overview is stil there. In a next release the filtering will be fixed I’m sure about that.
As you can see the file I uploaded (one controller only) had no issues. I would almost say of course it had no issues 🙂
The environment gives an overview over the environment, site and licensing.
In the connection overview you can see how many VDA versions you have running, might come in handy when you have older versions running. My farm is still small because it in testing.
..the same goes for the operating systems you have running, a overview is presented.
What I really like about the analysis is the Controller overview with all components and versions being displayed. this really is handy.
The two issues are reported, one is about a hotfix not being applied on all server, that was on one server outside the PVS deployed farm used for some extra testing… good to know we forgot that one..
The other issues was about database mirroring…