How to Collect Diagnostic Bundle Files from a NetScaler Appliance

Complete the following procedure for MPX and VPX appliances:

Complete the following procedure for SDX appliances:

Running the Collector Script in NetScaler Software Release 9.2 and Later

To obtain the collector file by using the NetScaler GUI, complete the following procedure:

Note: In NetScaler software release 9.2 and later, you can run the showtechsupport script from the Graphical User Interface (GUI) and the Command Line Interface (CLI).

  1. Open the Configuration Utility with the NetScaler Management IP address from a web browser.

  2. Expand the System node.

  3. Select the Diagnostics node.

  4. Click the GenerateSupportFile link under the Technical Support Tools section.

To obtain the collector file by using the NetScaler CLI, complete the following procedure:

Download the file from the appliance using a Secure FTP (SFTP) or Secure Copy (SCP) utility, such as WinSCP, and upload it to Citrix Insight Services for analysis.

Note: In NetScaler software release earlier than 9.0, the collector script must be downloaded separately and executed.

Note: In case of Netscaler in Cluster deployment please use the following CLI command to generate the collector file:

> show techsupport -scope CLUSTER

This will collect show techsupport information from all nodes in the cluster and compress the files into a single archive.

In order to generate the collector file from Graphical User Interface (GUI) please select “Partition” option from the Scope

  • Click Run and wait for the script to generate the collector archive.

  • After the appliance generates the collector archive, download and save the file on your local computer before uploading it to Citrix Insight Services.

    1. To obtain the collector file by using the CLI, run the following command:

      show techsupport

      After the appliance generates the collector archive the location of the file is displayed as shown in the following screen shot:

      User-added image

      The file is stored in /var/tmp/support and you can verify this by logging in to NetScaler and running the following command from a shell prompt:

      root@NS# cd /var/tmp/support/

      root@NS# ls -l

      total 2drwxr-xr-x 7 root wheel 512 Sep 25 15:38 collector_P_10.10.1.1_25Sep2014_15_38root@NS#

Uploading and Running the Collector Script on a NetScaler Appliance

To upload and run the updated collector script on a NetScaler appliance, complete the following procedure:

  1. Copy the updated collector script showtechsupport.pl (attached with this article) to the /nsconfig directory of the NetScaler appliance. Use an SFTP or SCP utility, such as WinSCP, to copy the file to the NetScaler appliance.

  2. Run the following commands from the CLI of the appliance:

    > shell

    # cd /nsconfig

    # chmod +x showtechsupport.pl

    # ./showtechsupport.pl

  3. Switch to the CLI of the appliance.

  4. Run the following command to create log files for analysis:

    > show techsupport

    The collector_<NSIP>_<P/S>_<DateTime>.tgz file is created in the /var/tmp/support directory of the appliance.

    Note: You must then upload the .tgz file to Citrix Insight Services for analysis.

  5. If you must uninstall this script, run the following commands from the CLI of the appliance:

    > shell

    rm /nsconfig/showtechsupport.pl

Collecting a Full Diagnostics Bundle from NetScaler SDX

  1. Open the NetScaler SDX Configuration Utility with the NetScaler SDX Management IP address from a web browser.

  2. Expand the Diagnostics node.

  3. Select the Technical Support node.

  4. Click Generate Technical Support File.

  5. Select Appliance (Including Instances) from the drop-down menu.

  6. Click Add.

  7. Select one or more instances to add in.

  8. Click OK. Wait for the process to complete.

  9. Select the bundle name that was generated and then click Download.

  10. Upload the bundle file to Citrix Insight Services.

For information on collecting/deleting NetScaler SDX support bundle using CLI/serial console refer to Citrix Documentation.

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