XenMobile Logs Collection Guide - Citrix.comsupport.citrix.com/content/dam/supportWS/kA... · XenMobile Logs Collection Guide . 2 ... How to Collect Crash Logs on iOS Devices

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Citrix Systems, Inc. © 2014

XenMobile Logs Collection Guide

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Contents

Summary ............................................................................................................................ 3

Background......................................................................................................................... 3

How to Collect Logs from Server Components .................................................................. 4

Support Bundle Contents ....................................................................................... 4

Operations Supported for Server Components ...................................................... 5

Configurations in App Controller to collect logs via 3rd party tools – iOS and Android .... 10

How to Collect Logs for MDX wrapping issues ................................................................. 11

How to Collect Logs from Client Devices ......................................................................... 11

iOS Devices ....................................................................................................................... 11

Worx Home Logs .................................................................................................. 11

Overriding/Resetting logging level ....................................................................... 16

How to Collect Logs on iOS Devices using Xcode .............................................. 22

How to Collect System Logs on iOS Devices via Configuration Utility Tool ....... 26

How to Collect Crash Logs on iOS Devices ........................................................ 29

Using iTunes Sync ............................................................................................... 29

Using Device Diagnostics .................................................................................... 31

How to Collect System Logs on iOS Devices (prior to iOS 7) ............................. 34

Android Devices ............................................................................................................... 38

Worx Home Logs .................................................................................................. 38

Overriding/Resetting logging level ........................................................................ 41

Collecting Logs via Command Line (ADB) .......................................................... 45

Collecting Logs using Eclipse ADT Bundle ......................................................... 46

Windows Phone ................................................................................................................ 50

Collecting Exchange Active Sync Logs from Outlook Web Access (OWA) for Mobile Devices ............................................................................................................................. 54

More Information .............................................................................................................. 57

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Summary The purpose of this document is to illustrate the log collection process on different XenMobile components.

Background

Understanding logging helps you to send useful information to technical support when you run into issues using Worx Home and WorxMail.

What is logging, and why is it good? Logging is a useful tool for capturing information about an app's usage that helps determine the problem when something doesn't work right or there is a problem with the app. When you contact customer support, they will likely ask you to send them logging information so they can troubleshoot the issue and help you solve the problem. By default, logging data is collected about WorxMail while you use the app, WorxMail keeps a log of what you do when you use the app, such as when you send email, change settings, accept meeting invitations, and so on.

Do I have to enable logging, or is it already ‘on’? For both Worx Home and WorxMail, basic logging is ‘on’ by default.

How do I enable logging? Best Practices

If you are working on a reproducible problem, you should first delete the

old log files prior to reproducing the issue to capture the logs for the issue

accurately. Also, this helps since there is a limited buffer to store the logs

and to avoid running into the size limit on email attachments which may

vary by email servers.

If the email client you are attempting to use to send the logs fails, try a

different one.

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How to Collect Logs from Server Components

Support Bundle Contents

• Support bundle from XenMobile servers will be collected and stored in App

Controller.

• All support bundles will be compressed into one file.

• The support bundles will be cleaned up during logoff, session expiry or

during reboot of App Controller.

• Support bundles are not encrypted.

• Upload to TaaS (Citrix Insight Services)

ᵒ All support bundles will be compressed into one file before upload.

ᵒ A manifest file will be created in the compressed XenMobile bundle

Support bundles from XenMobile Device Manager, App Controller and NetScaler Gateway servers contain system and deployment details, log files, thread and memory information, installed patches and other diagnostic information. A detailed list of information to be collected is given below.

1. NetScaler Server Support bundle a. NetScaler System information b. NetScaler Gateway logs c. NetScaler Gateway database information d. NetScaler Gateway core information e. NetScaler Trace files

2. AppController Server Support bundle

a. Auditlogs with information for customers to get an overall picture

of what is happening in the system

b. Debugfile with information required for DEV during debugging

3. XenMobile Device Manager Server Support bundle

a. Logs

i. From C:\Program Files (x86)\Citrix\XenMobile

Device Manager\tomcat\logs

b. Configuration files

i. From C:\Program Files (x86)\Citrix\XenMobile Device Manager\tomcat\webapps\zdm\WEB-INF\classes

1. Cluster_configuration 2. Ew-Config.properties

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3. Pki.xml 4. Log4j 5. Push_services 6. Oscache

ii. From C:\Program Files (x86)\Citrix\XenMobile Device Manager\tomcat\conf

iii. Server.xml

c. Information collected as part of helper.jsp

i. Patches ii. Cluster Info iii. Thread Dump iv. Thread Dump V2 v. Push Service Status (if IOS)

d. Server details (Windows) i. OS Version ii. number of cores (CPU) iii. Memory iv. Page file settings v. Interfaces settings (speed, ipv4, ipv6 (enabled) vi. Disk space

Operations Supported for Server Components

App Controller NetScaler Gateway XenMobile Device

Manager

Generate Support Bundle

and download to client

Connectivity Checks

Generate Support Bundle

and upload to TaaS

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Step Action

1. To access XenMobile Server Support page, open a browser and login to AppController 9.0 admin ControlPoint: https://<APPCONTROLLER SERVER>:4443/ControlPoint/main.html.

After successful login, navigate to Support Page by removing main.html and adding Support https://<APPCONTROLLER SERVER>:4443/ControlPoint/support

2.

Click on “+” to add the Server details.

1. NetScaler Gateway: Management IP needs to be provided with root credentials.

2. AppController: ControlPoint IP/URL and administrator credentials need to be

provided.

3. XenMobile Device Manager: IP/FQDN of XenMobile Device Manager Server and

administrator login credentials need to be provided.

3.

Select the operation that needs to be performed. Ensure the Server checkbox is checked.

4.

Operation 1: Select the server and choose the operation to “Generate support bundles and download to client”

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Step Action

5.

Download and Save all the generated support bundles to client machine which is in

one single zip file.

For details on the Support Bundle content refer to the Support Bundle Contents section.

6. Email these logs to Citrix Support Team.

7.

Operation 2: Select the server and choose the operation to “Perform Connectivity Checks”

Note: Connectivity checks cannot be performed on App Controller. Please refer to “Operations Supported for Server Components “section above.

8.

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Step Action

9.

Operation 3:

Generate Support Bundle and upload to Citrix Insight Services Server

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Step Action

10.

In case if you already have a Service Request Number (SR Number) from the

TaaS server for which you want to link these support bundle, check the option

“Provide Service Request Details”

Provide the SR details and click on “Apply” button.

11.

Click on “Start” button on the Support Page to generate Support Bundle.

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Configurations in App Controller to collect logs via 3rd party tools – iOS and Android

To collect logs using the third party tools, the below configuration is required on App Controller. Set the “default log output” to “console” in the app details of the app for which you need the logs.

Step Action

1. Login to App Controller Administrator Control Point Select the mobile app for which you want the logs to be sent to console Click on “Edit” option and navigate to “Policies” and make changes as shown below:

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How to Collect Logs for MDX wrapping issues

To collect logs for troubleshooting issues related to wrapping please refer to

MDXToolkit Documentation:

CTX120458 - http://support.citrix.com/article/CTX140458

How to Collect Logs from Client Devices iOS Devices

Worx Home Logs Pre-requisites: WorxMail needs to be configured on this device while sending logs using “Send using WorxMail” option item #4 below. If there are issues sending logs with WorxMail, turn off this setting and use native mail to send the logs.

Step Action

1.

Log into Worx Home and tap on the > icon

http://support.citrix.com/article/CTX140458

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Step Action

2.

In the Support screen, tap the Support icon

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Step Action

3.

Select the app for which you need assistance.

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Step Action

4.

Generate and send the logs.

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Step Action

5.

Enter the e-mail address you want to send the attached logs.zip file and tap on Send button

6.

When the email arrives it should contain two attachments if an MDX app was selected, Worx Home.zip and <AppName>.zip, where <AppName> is the name of the application you selected in previous step. (e.g. - WorxMail app is chosen here).

On extracting the above Logs.zip file, there will be a folder containing logs for the MDX app that was chosen above.

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Overriding/Resetting logging level IMPORTANT:

1. Changing the log level to a higher level is advised only to reproduce an issue.

2. Ensure that after the issue has been reproduced, the log level has been reset to the default level.

3. Increasing the log level and not resetting to default level can result in battery drain and/or performance issues.

The logging parameters are set for each app via the policy on the App Controller. The default levels should be sufficient for most cases, but if necessary you may temporarily override the logging level. To do so, follow above steps until you reach the Support screen in Worx Home to arrive at the Choose App screen then select the app to gather the logs and perform the following steps:

Step Action

1. On the Create Log screen, tap on the Settings icon at top right corner to change the logging level.

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Step Action

2. On the Log Settings screen, tap on Level to modify the level settings

Note: The default level is 4

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Step Action

3. On the Select Level page, change the level to 6 or higher

4. Go back to the Log Settings screen by tapping on the back arrow icon

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Step Action

5. Save the log setting

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Step Action

6. Reproduce the issue in the application, and then tap the back-button to return to the Choose App screen.

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Step Action

7. Send the Logs

8. Note: If an MDX app was selected, then following sequence of events occur:

i. The selected MDX app gets launched.

ii. New log level gets applied to the app.

iii. Once new log level is applied, Worx Home app is launched.

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How to Collect Logs on iOS Devices using Xcode

Step Action

1. Download Xcode from the Apple App Store on to your Mac

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Step Action

2. Connect your iOS device to your Mac and then open Xcode. Select Window>Organizer.

3. In the Organizer window, click Devices on the top bar to display the devices organizer.

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Step Action

4. On the left navigation bar, in the iPad section, select Console to view the Console logs.

NOTE: The Device Logs pane in the Organizer contains information about app crashes. You might have to unplug your device and plug it again to refresh the crash list.

5. Ensure the logs are cleared first by using Clear option on left corner to capture the issue accurately

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Step Action

6. Reproduce the issue. Click Save Log As on right hand corner and Save the logs.

Email the logs and attach it from the location where you saved the logs.

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How to Collect System Logs on iOS Devices via Configuration Utility Tool

Step Action

1. Download and Install iPhone Configuration Utility Tool. This tool is available for Windows and Mac: http://support.apple.com/kb/DL1466

Note: This tool can be used for both iPad and iPhone.

2. Ensure the System Requirements and Supported Languages requirements are met.

Run the installer and follow the wizard to complete installation.

http://support.apple.com/kb/DL1466

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Step Action

3. After the installation is complete, launch the Configuration Utility tool.

4. Click on your device under Devices section.

5. Then click on Console on the top navigation bar to view the logs.

6. Ensure the logs are cleared first by using Clear option on left corner to capture the

issue accurately.

Reproduce the issue

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Step Action

7. Click Save Console As on right hand corner and Save the logs.

Attach and Email the logs.

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How to Collect Crash Logs on iOS Devices

Using iTunes Sync

Step Action

1. Sync your iOS device to iTunes

2. On the Mac, navigate to Finder>Go >Go to Folder and type in the location as ~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME> where “~” is your Home folder

3. Select all files with the problematic application *.crash, *.plist or *.ips files – archive the files and send to Citrix Support for analysis.

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Step Action

4. To collect the crash logs on your On Windows, navigate to the Run window and type: %userprofile%\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME> Where the <DEVICE_NAME> is the name of your device. NOTE: AppData folder is hidden by default.

5. Select all files with the problematic application *.crash, *.plist of *.ips files (for iOS 7 or newer) – archive the files and email the files to Citrix Support for further analysis.

NOTE: If iTunes is not available, you can manually select the content in the crash file on the device following the steps below.

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Using Device Diagnostics

Step Action

1. To collect the crash logs on your iOS device, go to Settings > General > About.

2. Tap Diagnostics & Usage Data.

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Step Action

3. Tap LatestCrash.plist to open the log

NOTE: The related Crash logs for Worx Home, WorxMail, Citrix Receiver etc., may also be needed for investigating the issue.

4. Double tap the LatestCrash.plist log, select Select All, and then Copy to copy the log.

Note: ‘Select All’ option is not available on iOS 7 or later.

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Step Action

5. Next, open WorxMail or the native mail client and paste the log by double tapping the message content area. Email the log by taping on the Send button.

NOTE: If the WorxMail is not launching, you can use the native mail client of the device to send the logs.

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How to Collect System Logs on iOS Devices (prior to iOS 7)

Note: The current available version of System Console is not supported with iOS 7 or

later.

Step Action

1. From the iTunes App Store, download the System Console app on to your iOS device and then start the app.

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Step Action

2. Try to reproduce the issue on the Worx app.

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Step Action

3. In the System Console app, click forward icon (top right corner). Tap Email Log.

NOTE: The related Crash logs for Worx Home, WorxMail, Citrix Receiver etc., may also be needed for investigating the issue.

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Step Action

4. Email the log.

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Android Devices

Worx Home Logs Pre-requisites: WorxMail needs to be configured on this device while sending logs using “Send using WorxMail” option item #4 below. If there are issues sending logs with WorxMail, turn off this setting and use native mail to send the logs.

NOTE: This is also applicable to Samsung Knox devices.

Step Action

1. Log into Worx Home and tap on the > icon

2. In the Support screen, tap the Support icon under Need Help?

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Step Action

3. Choose the App for which you want to send the logs.

4. Send logs for the chosen app.

5. Enter the e-mail address to whom you want to send the attached logs.zip file and tap on Send button

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Step Action

6. When the email arrives it should contain two attachments if an MDX app was selected, Worx Home.zip and <AppName>.zip, where <AppName> is the name of the application you selected in previous step. (e.g. - WorxMail app is chosen here).

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Overriding/Resetting logging level IMPORTANT:

1. Changing the log level to a higher level is advised only to reproduce an issue.

2. Ensure that after the issue has been reproduced, the log level has been reset to the default level.

3. Increasing the log level and not resetting to default level can result in battery drain and/or performance issues.

The logging parameters are set for each app via the policy on the App Controller. The default levels should be sufficient for most cases, but if necessary you may temporarily override the logging level. To do so, follow above steps until you reach the Support screen in Worx Home to arrive at the Choose App screen then select the app to gather the logs and perform the following steps:

Step Action

1. On the Create Log screen, tap on the Settings icon at top right corner to change the logging level.

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Step Action

2. On the Log Settings screen, tap on Level to modify the level settings

Note: The default level is 4

3. On the Select Level page, change the level to 6 or higher

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Step Action

4. Go back to the Log Settings screen by tapping on the back arrow icon

5. Save the log setting

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Step Action

6. Reproduce the issue in the application, and then tap the back-button to return to the Choose App screen.

7. Send the Logs

8. Note: If an MDX app was selected, then following sequence of events occur:

i. The selected MDX app gets launched.

ii. New log level gets applied to the app.

iii. Once new log level is applied, Worx Home app is launched.

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Collecting Logs via Command Line (ADB)

1. Install the Android Debug Bridge using http://developer.android.com/tools/help/adb.html

2. Instructions on installing Android Debug Bridge are located here:

http://www.howtogeek.com/125769/how-to-install-and-use-abd-the-android-debug-bridge-utility

3. Run the following commands:

“adb logcat -c" (This clears the logs.)

4. Reproduce the issue.

5. Then run the following command to capture the logs in a file:

“adb logcat -d > Name_of_Log_File.txt"

To gather VERBOSE logging:

adb shell setprop log.tag.WorxHome VERBOSE

Note: If you cannot see the device or see a message “waiting for device” please ensure the USB Debugging is enabled on the device. Instructions to achieve this are

available in next section step#4 through step#6.

http://developer.android.com/tools/help/adb.html



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Collecting Logs using Eclipse ADT Bundle Pre-requisites: Java JDK 7 or later must be installed

Step Action

1. Download and install Eclipse with built-in ADT (Android Development Tools):

http://developer.android.com/sdk/index.html

2. Install Android USB drivers on the machine for your device if it is a Samsung device. For example: Samsung USB Driver for Windows machine: http://developer.samsung.com/android/tools-sdks/Samsung-Andorid-USB-Driver-for-Windows

3. Browse to the location where ADT bundle was downloaded. Run SDK Manager as Administrator. Ensure that the Google USB Driver is installed.

http://developer.android.com/sdk/index.html

http://developer.samsung.com/android/tools-sdks/Samsung-Andorid-USB-Driver-for-Windows

http://developer.samsung.com/android/tools-sdks/Samsung-Andorid-USB-Driver-for-Windows

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Step Action

4. Enable “Unknown sources” on the device under Settings > Security > Unknown Sources.

5. Enable USB Debugging on the device under Settings > Developer Options > USB Debugging.

6. Attach your Android device to the machine using USB. Run Eclipse as Administrator.

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Step Action

7. Get and view the logs using Log Cat (Under Window>Show View>LogCat)

8. Clear the existing logs using the Clear Log option located at the right corner of the

window. Reproduce the issue on your device.

NOTE: It is important to delete any previous logs since there is a limited buffer to store the logs.

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Step Action

9. Save the logs to a location on your machine.

Email the logs with the steps to reproduce the problem.

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Windows Phone Pre-requisites: Please ensure that native email is configured on the device

Step Action

1. Login to Windows Phone. Then go to Worx Home application.

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Step Action

2. To gather the logs, tap on the … at bottom of the screen to see other options

3. Tap on Support option

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Step Action

4. Choose the application for which you need to gather the logs

5. Enter the e-mail address to whom you want to send the attached

WorxHome_SupportBundle.zip file and tap on Send

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Step Action

6. When the email arrives it should contain an attachment for both Worx Home and if an MDX app was selected, WorxH_log and <App log> for the application you selected in previous step. (e.g. - WorxWeb app is chosen here). WorxHome logs:

For MDX apps:

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Collecting Exchange Active Sync Logs from Outlook Web Access (OWA) for Mobile Devices

Step Action

1. Log into OWA (Outlook Web Access) using browser.

2. Click on the Options on the top right corner and select See All Options.

3. Select the Phone tab under “See All Options” screen. A list of all mobile devices are

shown that have Exchange Active Sync configured.

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Step Action

4. Select the Device on which WorxMail is installed and then click on Start Logging.

5. A popup appears. Select Yes

6. Now go back to the device and reproduce the issue. After repro’ing the issue, log in

to OWA and go to the options screen again. Select the same device and click on Retrieve Log.

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Step Action

7. An email is sent to your inbox with the logs as attachments.

8. Email the logs.

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More Information For details on XenMobile MDXToolkit Documentation, please refer to


For details on XenMobile Server Support FAQ, please refer to


For details on collecting logs for 8.6 and 8.7 XenMobile releases, please refer to CTX141008 - http://support.citrix.com/article/CTX141008

For details on collecting logs for 8.5 XenMobile release, please refer to

CTX140100 - http://support.citrix.com/article/CTX140100 .





Documents

XenMobile Logs Collection Guide - Citrix.comsupport.citrix.com/content/dam/supportWS/kA... · XenMobile Logs Collection Guide . 2 ... How to Collect Crash Logs on iOS Devices