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Troubleshooting
Citrix provides two forms of support: free, self-help support on the Citrix Support website and paid-for Support
Services, which you can purchase from the Support site. With Citrix Technical Support, you can open a Support
Case online or contact the support center by phone if you experience technical difficulties.
The Citrix Knowledge Center hosts a number of resources that may be helpful to you if you experience odd
behavior, crashes, or other problems. Resources include: Support Forums, Knowledge Base articles and product
documentation.
If you experience technical difficulties with a XenServer host, this chapter is meant to help you solve the problem
if possible and, failing that, describes where the application logs are located and other information that can help
your Citrix Solution Provider and Citrix track and resolve the issue.
Troubleshooting of installation issues is covered in the XenServer Installation Guide. Troubleshooting of Virtual
Machine issues is covered in the XenServer Virtual Machine Installation Guide.
Important:
We recommend that you follow the troubleshooting information in this chapter solely under
the guidance of your Citrix Solution Provider or Citrix Support.
XenServer host logs
XenCenter can be used to gather XenServer host information. Click on Get Server Status Report... in the Tools
menu to open the Server Status Report wizard. You can select from a list of different types of information (various
logs, crash dumps, etc.). The information is compiled and downloaded to the machine that XenCenter is running
on. For details, see the XenCenter Help.
Additionally, the XenServer host has several CLI commands to make it simple to collate the output of logs and
various other bits of system information using the utility xen-bugtool. Use the xe command host-bugreport-
upload to collect the appropriate log files and system information and upload them to the Citrix Support ftp site.
Please refer to the section called “host-bugreport-upload” for a full description of this command and its optional
parameters. If you are requested to send a crashdump to Citrix Support, use the xe command host-crashdump-
upload. Please refer to the section called “host-crashdump-upload” for a full description of this command and
its optional parameters.
It is possible that sensitive information might be written into the XenServer host logs.
By default, the server logs report only errors and warnings. If you need to see more detailed information, you
can enable more verbose logging. To do so, use the host-loglevel-set command:
host-loglevel-set log-level=level
where level can be 0, 1, 2, 3, or 4, where 0 is the most verbose and 4 is the least verbose.
The default setting is to keep 20 rotations of each file, and the logrotate command is run daily.
Sending host log messages to a central server
Rather than have logs written to the control domain filesystem, you can configure a XenServer host to write
them to a remote server. The remote server must have the syslogd daemon running on it to receive the logs and
aggregate them correctly. The syslogd daemon is a standard part of all flavors of Linux and Unix, and third-party
versions are available for Windows and other operating systems.
To write logs to a remote server
1. Set the syslog_destination parameter to the hostname or IP address of the remote server where you want
the logs to be written: