SUM405 : Troubleshooting and Debugging Receiver for iOS and Android

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

2. Why Mobility?

3. Why Now?

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

5. Mobility is top priority for organizations And a big challenge for IT!

6. How do you find the problem?

7. Citrix Mobile Infrastructure Devices Network Web Resources StoreFront Access Gateway 01011 01011 01011 01011 Third Party VPN Web Interface

8. Agenda NEW!

9. Network and ICA Connection Troubleshooting

10. Isolate the Issue Resources Detailed Reproduction Steps • XenApp / XenDesktop?

11. Isolate the Issue Web Reproducible Environment • XenApp / XenDesktop • StoreFront / Web Interface / Services Site StoreFront Web Interface Services Site

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

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

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

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

16. Network Troubleshooting Network 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 Access Gateway Third Party VPN

17. Network Troubleshooting 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. ICA Enumeration and Connection • ICA is Citrix’s primary TCP Protocol - 1494 • 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. Network Traces Analysis Tips Finding the ICA Session • Filter by Regular Expressions • tcp.port == 1494 || tcp.port == 2598 • ip.addr == 10.12.33.105 && ip.addr == 10.12.26.144

20. Network Traces Analysis Tips Finding the ICA Session • Filter by Regular Expressions • tcp.port == 1494 || tcp.port == 2598 • ip.addr == 10.12.33.105 && ip.addr == 10.12.26.144 • Add Name Resolution • Use Display Time Format

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

22. Network Traces Analysis Tips Identifying Issues • 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

23. 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. Other Data for ICA Connection Issues • 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. Citrix Diagnostic Facility (CDF) Traces • 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. Capturing CDF Traces Citrix Diagnostic Facility • Steps to gather CDF Traces • Scout - CTX130147 • CDF Control – CTX111961 • Use Circular Traces for Intermittent issues • Provide Citrix Technical Support with .etl trace file

27. CDF Trace Demo

28. Data Collected • Network Traces – .pcap, .cap • Network IP Info

29. Data Collected • Network Traces – .pcap • Network IP Info • CDF Traces - .etl • Repro Info

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

31. 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. LongCommandLine parameter fails for iOS and Android Case Study #1 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=10.12.33.101:1494 InitialProgram=#IE LongCommandLine=http://www.citrix.com/lang/English/home.asp ClientAudio=On AudioBandwidthLimit=1

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

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

36. LongCommandLine parameter fails for iOS and Android Case Study #1 Results • Discovered defect in all non-windows Receivers • Fixed for iOS, Android, Linux and Mac ICA FILE … [IE] Address=10.12.33.101:1494 InitialProgram=#IE LongCommandLine=http://www.citrix.com/lang/English/home.asp ClientAudio=On AudioBandwidthLimit=1

37. Advanced Logs for Receiver for iOS

38. Introduction to Advanced Logs on iOS • 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. Enabling Advanced Logs • Enable Advanced Logs in the Receiver Settings

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

42. Send Feedback and Request Help from Support

43. Email

44. From Synced iTunes under File Sharing

45. Advanced Logs • Advanced Logs disabled after Send Feedback • Find Issue within all compressed Advanced Logs • Keywords to search for issues • ERROR • NOT • FAIL

46. Supportability for Citrix Receivers See the Citrix Receiver Feature Matrix http://www.citrix.com/content/dam/citrix/en_us/documents/products/citrix-receiver-feature-matrix.pdf

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. Discover Store config by email Advanced Logs Analysis VERBOSE: -[CRLaunchPadViewController changeStore:]