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2015 Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
CTX140153
Information
Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
In this example, the environment consists of a NetScaler setup that uses NetScaler Gateway in ICA proxy mode (Basic Mode), Load
Balancing and Global Server Load Balancing, StoreFront servers, Active Directory servers, XenApp Data Collectors and Worker
servers, XenDesktop Delivery Controllers and machines with a Virtual Desktop Agent installed.
Also in this setup, the NetScaler Gateway session policy is bound at the group level.
The flowchart shows the different components (on a relatively high level) that are involved when a user logs on either using the
Receiver application or the NetScaler Gateway logon web page and starts a published application or desktop.
If a user reports a problem and there is no error message given or it isunclear what the problem is you must be able to follow this
flowchart to find the problem.
Can you do DNS lookups to the GSLBvirtual server domain name from the client?
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29.10.2015 Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
Is the GSLB virtual server, services and settings on the NetScaler correct?
Is everything correct on the Load Balancing virtual server and Service group for LDAP on the NetScaler?
Is there a group on the NetScaler that matches the AD group (case sensitive)?
Is the user being redirected to the StoreFront Load Balancer on the NetScaler?
Does everything look ok on the Load Balancing virtual server and Service group for StoreFront on the NetScaler?
Are error messages in the event logs on the XenDesktop or XenApp Delivery Controller?
Are error messages in the event log or in the STA log on the server used for the STA service?
Are error messages in the event log of the XenDesktop VDA or XenApp Worker server?
Client
The client is the endpoint device used. This focuses on the Receiver for Windows but could also be any other platform that can run
Citrix Receiver.
Actions
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29.10.2015 Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
Links to other CTX articles that might help to troubleshoot client problems:
How to Enable Logging for Receiver for Windows 3.0 and later Using Registry Entries
DNS/GSLB
Global Server Load Balancing can be used to send the user to the NetScaler Gateway virtual server that is closest to the user. Global
Server Load Balancing is dependent on DNS functionality.
Actions
To verify that the user is reaching the correct NetScaler Gateway virtual server using GSLB feature do the following:
Ask the user to do a DNS lookup (such asnslookup command) to the GSLB virtual server domain name and check that the IP is
that of the desired NetScaler Gateway virtual server.
If it is not the desired virtual server, check that the GSLB virtual server and service is up on the NetScaler the user should connect
to.
If they are down, check what the GSLB monitor is monitoring (for instance the NetScaler Gateway virtual server) and the state of
the monitored resource.
If everything looks good on the NetScaler,it is possible that there is a DNS problem somewhere along the line before reaching
the NetScaler.
There are several different options in regards to GSLB and DNS so you would need to know how your setup is configured.
Links to other CTX articles that might help to troubleshoot GSLB problems:
NetScaler Global Server Load Balancing DNS Request Flow differences between ADNS and DNS proxy solutions
Citrix NetScaler Global Server Load Balancing Primer: Theory and Implementation
These are the policies that must be applied when the user logs on and is part of the correct Active Directory group. The group is
also added as a NetScaler Gateway group with the same name as in Active Directory.
Actions
You have checked that the NetScaler Gateway virtual server is UPin the previous section, you can use CTX137739 - How to
Identify the Session Policy Applied to the User After Authenticationto check the correct LDAP policy and the Session Policy
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29.10.2015 Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
When you have verified that the policies are applied for the user, see CTX114999 -How to Troubleshoot Authentication with
Aaad.debugto verify that the user is able to logon.
Load Balancer
These are your Load Balancing virtual servers on your NetScaler for LDAP and StoreFront backend servers.
Actions
Check that the LB virtual server is UP and check that the Service Group or Service is also in the state UP.
If they are not up, check the Monitor Details on the Service Group in the GUI for reasons the service is marked as DOWN or the
reason one of the backend servers are considered DOWN.
Is the port open to the backend server? Try changing the monitor to a tcp monitor to verify port opening to backend server.
StoreFront
These are the StoreFront servers that are used in the NetScaler Gateway Session profile.
Actions
Check event logs for error messages (StoreFront has its own log under Applications and Services Logs).
Links to other CTX articles that might help to troubleshoot StoreFront problems:
These are the servers that you have listed in your StoreFront Store as Delivery Controllers and they are the servers that are running
the XML (XenApp) and Broker Service (XenDesktop).
Actions
In some environments the ZDC might be another server than the one listed as the XenApp Delivery Controller in StoreFront.
Actions
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29.10.2015 Troubleshooting Methodology for NetScaler, StoreFront with XenApp and/or XenDesktop
STA Server
This is the server or servers used for the Secure Ticket Authority (STA) and are used by both NetScaler Gateway and StoreFront. The
STA service is a service that is running in the XML (XenApp) and Broker (XenDesktop) service but is not the same as the XML and
Broker service.
The STA service is used when logging on through a NetScaler Gateway virtual server.
Actions
Is the same STA server listed on the NetScaler Gateway virtual server as on the StoreFront servers?
Enable logging for the STA service:How to Enable STA Logging on the STA Servers only in XenApp Environments
This is the server OS or client OS machine that the user is connecting to and where the published application or desktop is
running.
Actions
Links to other CTX articles that might help to troubleshoot XenDesktop or XenApp problems:
Applicable Products
NetScaler 10.1
StoreFront 2.1
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XenDesktop 7.1
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