Brief Troubleshooting Guide

Barbara O’GradyProduct Support SpecialistProduct Readiness Team Dublin - IRELAND

2 © 2005 Citrix Systems, Inc.—All rights reserved.

Ireland

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Objective

• The Troubleshooting Guide is intended as a document to tie all the Citrix troubleshooting resources together– Admin Guides

– ACG

– Whitepapers

– Knowledge Center

– Webcasts

– Technical Support Experience

– etc.

4 © 2005 Citrix Systems, Inc.—All rights reserved.

Why

• A single point of access to narrow down your technical issues and help you resolve as many issues as possible in an autonomous manner

• This Brief Troubleshooting Guide should be used when tackling anyany issue

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Who is it for?

• This Brief Troubleshooting Guide is intended as the first resource for Citrix AdministratorsCitrix Administrators and Citrix EngineersCitrix Engineers to troubleshooting technical issues for all Citrix Technologies

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How to Use it

• When you encounter a technical issue on any topic, you should refer to the Guide to ensure the basic troubleshooting steps are done

• Use the Troubleshooting questions to help you narrow down the issue

• Citrix Support Engineers will expect that you have gone through the Brief Troubleshooting Guide before you contact them

7 © 2005 Citrix Systems, Inc.—All rights reserved.

Topics Covered in the BTG

• Citrix Presentation Server for Windows

• Resource Manager

• Installation Manager

• Network Manager

• Presentation Server Management Pack for MOM

• Citrix Access Essentials

• Web Interface

• Citrix Access Gateway

• Secure Gateway

8 © 2005 Citrix Systems, Inc.—All rights reserved.

Topics Covered (cont’)

• ICA Clients

• Citrix Access Suite Licensing

• MetaFrame XP Licensing

• CDF (Citrix Diagnostic Facility)

• Advanced Access Control

• MetaFrame Secure Access Manager

• Citrix Password Manager

• Citrix Conferencing Manager

• Citrix Presentation Server for UNIX

• Contacting Citrix Technical Support

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Under Every Topic

• Product Description

• Languages Supported

• Administrator’s Guides

• Supported Versions

• Related Knowledge Base Articles

• Other Relevant Information

10 © 2005 Citrix Systems, Inc.—All rights reserved.

Presentation Server – A Closer look

• Troubleshooting Questions to Ask

• Gather General Information

• Troubleshooting Installation

• Troubleshooting IMA service and Data Store

• Troubleshooting Load Manager

• Troubleshooting Connectivity Issues

11 © 2005 Citrix Systems, Inc.—All rights reserved.

Presentation Server – A Closer look

• Troubleshooting Printing Issues

• Questions for Application Install & Integration Issues

• Troubleshooting Performance Issues / Server Lock-ups

• Troubleshooting Virtual IP Issues (CPS 4.0 Only)

• Troubleshooting Application Isolation Environment Issues (CPS 4.0 Only)

• Migrating and Upgrading Presentation Server from Previous Versions

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Gathering General Information

• Open your Guide on page 8-9

• This information should be collected for every case:

• Lets discuss…

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Troubleshooting Installation

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Troubleshooting Tools

• We have started work on another document

• First edition is already available

• CTX107572 - Troubleshooting Tools for your Citrix Environment

15 © 2005 Citrix Systems, Inc.—All rights reserved.

What Do You Think?

• This should make it easier to resolve technical issues on your own

• By ensuring you collect the basic information and go through the usual troubleshooting steps, Citrix Technical Support should be better equipped to help you resolve your issues and decrease the resolution times

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Feedback

• Knowledge Center is getting better and better– Published articles per month has tripled

– Case studies

• If there is a Knowledge Base article that you would like to see in our Knowledge Center, please let us know

• Any feedback you have on this Brief Troubleshooting Guide is also welcome

• Please mail your feedback to asc@citrix.com

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Thank you

• Please make sure you get your copy of the Brief Troubleshooting Guide today!

• An electronic copy of this document is available from CTX106727 once you login to http://support.citrix.com

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Future Updates

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Business Depends On…

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