How to Collect Diagnostic Information for Citrix Hypervisor

Citrix Technical Support often needs diagnostic information to troubleshoot technical support requests.

Procedure 1 – Normal Situation

Complete the following procedure when the Citrix Hypervisor is running and there is a network connection between XenCenter and the Citrix Hypervisor host.

  1. Open XenCenter and connect to your Citrix Hypervisor pool.

  2. Open the Tools menu and select Server Status Report.

  3. Follow the wizard and save the status report on your desktop.

  4. Provide the status report file to Citrix Technical Support.

Procedure 2 – Emergency Situation

Complete the following procedure when Citrix Hypervisor is running and is unable to connect to Citrix Hypervisor host. However, Citrix Hypervisor is reachable over the network and you can open an SSH connection to Citrix Hypervisor host.

  1. Ensure to have a network connection to the Citrix Hypervisor host. Use the ping command to do this.

  2. Open an SSH connection to your Citrix Hypervisor host.

  3. In a text console, run the following command:

    xen-bugtool –yestoall

    This command creates a status report file on local file system of Citrix Hypervisor. Location of this file is printed as the following:

    User-added image

  4. Copy your status report file from Citrix Hypervisor host to your desktop.

    Use the pscp command line utility (part of PuTTY package) or WinSCP (separate Windows SFTP/FTP client application) to copy your file from Citrix Hypervisor.

  5. Provide the status report file to Citrix Technical Support.

Procedure 3 – Critical Situation

Complete the following procedure when Citrix Hypervisor is not booting up successfully using the Citrix Hypervisor installation ISO.

  1. Begin the alternative boot process, by mounting the Citrix Hypervisor installation ISO.

    When the first dialog appears on the screen, press Alt+F2. The Installation process switches you to the second console which is a shell prompt.

    Verify if the installation ISO is able to see local or remote disk using the fdisk –l command.

    Following is the example for Citrix Hypervisor with local Storage Repository (SR) only.

    User-added image

    /dev/sda1 – root partition

    /dev/sda2 – backup partition

    /dev/sda3 – local storage repository

    The /dev/sdaX disk naming format is popular in most of the servers; but for example, the HP server disk naming format looks like /dev/cciss/c0d0pX.

  2. Mount the root partition in a temporary mount point /mnt to access the local disk, and verify the following:

    mkdir /mnt

    mount /dev/sda1 /mnt

    ls /mnt

  3. Change the temporary root file system to the file system on your disk (chroot /mnt). Manually execute the following commands which create a status report from the server:

    chroot /mnt

    mount –t sysfs none /sys

    /usr/sbin/xen-bugtool –yestoall


    Location of status report is printed out as Writing tarball /var/opt/xen/bug-report/bug-report-20100602151115.tar.bz2 successful.

  4. In the previous step, the status report has been created and saved. Because you changed the root directory before you created it, the real path is:


    /mnt/<output from point 5>

  5. Set up a temporary IP address to copy the status report over the network to your desktop.

    If you have DHCP running in the network:

    dhclient eth0

    If there is no DHCP, you must manually configure the IP address:

    ifconfig eth0 netmask up

    route add default

    Using any SCP client, connect to the previously configured IP address and copy the status report (path in step 5) to your local desktop.

    SCP clients: WinSCP, pscp command (part of the PuTTY package).


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