Troubleshoot Install and Upgrade Issues in
CPSM 11.
Hands-on lab exercise guide
Worldwide Support Readiness
October 2014
Page 1
Table of Contents
Table of Contents .............................................................................................................................................. 2
Overview............................................................................................................................................................. 3
Exercise 1: What logs to gather to troubleshoot installs and upgrades for CPSM 11 ............................ 4
Exercise 2: Troubleshooting install and upgrade errors. ........................................................................... 11
Exercise 3: [Name of Exercise] ..................................................................................................................... 14
Optional Exercise: ........................................................................................................................................... 16
Page 2
Overview
Hands-on Training Module
This training module has the following details:
Objective

Provide hands on experience with troubleshooting installs of
CPSM 11 and upgrading to CPSM 11.
Audience

Primary: Citrix Technical Support
Lab Environment Details
This section is used to describe the lab environment and the virtual machines that are used.
Machine
AD.training.lab
CPSM1
WEB1
SQL1
EXCH1
XenApp1
IP Addresses
192.168.10.11
192.168.10.30
192.168.10.31
192.168.10.32
192.168.10.33
192.168.10.34
Details
Windows Server 2012 R2 - Domain Controller, DNS, DHCP
Windows Server 2008 R2 SP1 - CPSM Provisioning Server
Windows Server 2008 R2 SP1 - CPSM Web Front End
Windows Server 2008 R2 SP1 - SQL Server 2012
Windows Server 2008 R2 SP1 - Exchange 2010 server
Windows Server 2008 R2 SP1 – XenApp Server
Required Lab Credentials
The login credentials required to connect to the workshop system and complete the lab exercises are
as follows:
Domain/System
Training
Username
Administrator
Password
Citrix123
Description
Domain Administrator Account
Page 3
Exercise 1: What logs to gather to
troubleshoot installs and upgrades for CPSM
11
Overview
In this exercise we will review where the install and upgrades logs are located. How to use these
logs to troubleshoot issues with installing or upgrading to CPSM 11.
Step-by-step guidance
Description:
Estimated time to complete this lab: 45 Minutes
Step
1.
Action
When CPSM is installed or upgraded, log files are generated and saved to the location below
on each server.
4.
5.
C:\Windows\Temp
We will check what logs files have been generated in our lab.
Log onto the CPSM1 server with the following credentials:User Name: training\administrator
Password: Citrix123
Open Windows Explorer and go to C:\Windows\Temp
You should see a number of logs files related to the CPSM install.
6.
Open the Citrix-CortexSetup file using Notepad.
2.
3.
Exercise 1:
Page 4
Step
7.
Action
You can see that the installer is checking what pre-requisites are installed.
8.
Scroll down through the file and review what is being logged. Further into the log you will
see the CPSM Configuration tool being installed.
9.
The MSMQ-Server and MSMQ-HTTP-Support features are installed.
10.
You will then see the CPSM Roles being installed. For example the CPSM Provisioning
Role.
Exercise 1:
Page 5
Step
11.
Action
In C:\Windows\Temp, you should also see log files for the install of the Directory Web
Service Role and the Provisioning Server Role
12.
13.
Open one of the log files and review the information.
Open one of the CortexConfig log files.
14.
You can see that the Configuration File is loaded from the location specified in the
installer.
15.
Scroll further down. You can see it is creating and configuring the Provisioning Queues
in MSMQ for CPSM.
16.
The log file shows the Cortex Queue Monitor service being configured to use the account
TRAINING\cortex_qmon_svc as the logon user for the service.
17.
The configuration is saved to the CloudPortalConfig.xml file.
18.
We will connect to the CPSM Web Server to check what logs have been created during the
install.
Log onto the WWW1 server with the following credentials:-
19.
User Name: training\administrator
Password: Citrix123
Exercise 1:
Page 6
Step
20.
21.
22.
23.
Action
Open Windows Explorer and go to C:\Windows\Temp. You should a list of files
similar to below.
You will notice there is a log for CitrixMSI-SharedManagementObjects. Microsoft
SQL Server 2008 Shared Management Objects (SMO) was installed as one of the prerequisites for the CPSM Web server.
Open the CortexConfig file. Review the contents of the file
You can see that it is importing the service packages, including the Schema, Service
Properties, Roles and pages. The service components selected should match with the
service components selected in the installer during the configuration of the Web server role.
The reports are not selected as they are imported during the configuration of the Reporting
and Data Warehouse service.
25.
We will now connect to the CPSM SQL Server to check what logs have been created
during the install.
Log onto the SQL1 server with the following credentials:-
26.
User Name: training\administrator
Password: Citrix123
Open Windows Explorer and go to C:\Windows\Temp
24.
Exercise 1:
Page 7
Step
Action
27. \ You should see a similar list of log files on the SQL server. Notice that some of the log files
relate to the install and configure of the Data Warehouse service. This can be determined
by looking at the timings of the log files.
28.
Open the CortexConfig file with the earliest date. You should see that the databases and
tables are being created.
29.
30.
31.
Open the remainder of the files and review the information.
We will connect to the server hosting the Exchange Web service to check the install files on
this location.
Log onto the EXCH1 server with the following credentials:-
32.
User Name: training\administrator
Password: Citrix123
Open Windows Explorer and go to C:\Windows\Temp
Exercise 1:
Page 8
Step
33.
Action
Locate the log files for the install of the Exchange web service.
34. Review the files.
35. TThe CitrixMSI-CortexExchangeWS log shows the directories being created on the server
and the components being installed.
36.
The ExchangeConfig file shows the configuration of the Exchange Web Service.
includes creating the CortexServices site in IIS.
This
Adding the csm_exchange_svc service account to the relevant Exchange groups.
Applying the Exchange lockdown
Exercise 1:
Page 9
Summary
Key
Takeaways
The key takeaways for this exercise are:
 Log files are created on each server at the location C:\Windows\Temp
NOTES
Exercise 1:
Page 10
Exercise 2: Troubleshooting install and
upgrade errors.
Overview
In this exercise we will go through some example install or upgrade log files that show errors in the
install. We will troubleshoot how these errors can be resolved.
Step-by-step guidance
Description:
Estimated time to complete this lab: 30 Minutes
Step
1.
2.
3.
4.
Action
We are now going to look at some example log files that show errors during an install or an
upgrade.
The example log files will be provided to you via the instructor or they can be accessed via
this link https://citrix.sharefile.com/d/s2898341e7054036a.
The below files have been saved to this folder. In this example the customer was
experiencing issues with the upgrade of the Reporting Service. Please open the
CortexConfig log file.
At the top of the log you will find this error
Failed3 to find the "ConnectionStrings" property "OLM.NET". Error: GetProperty: CheckPropertyExists3:
CheckPropertyExists2: CheckPropertyExists1: FetchPropertiesBase2: SQLProperies: Error fetching
Application Properties. The Web Config setting was blank for the appsetting ConnectionString and could not
retrieve the connection string from the registry setting DotNet Connection String with details Index was
outside the bounds of the array. Stack: at EMS.Cortex.Session.GetProperty(String ApplicationName, String
PropertyName)
5.
6.
7.
The SQLProperties Connection String in the registry had an incorrect entry. To resolve
the error we copied the Connection String details from the registry on the Provisioning
Server.
Please open the CortexConfigConsole log file
The below errors can be found in the log file.
Warning: Template file C:\Program Files (x86)\Citrix\Cortex\Data Warehouse\config\config.xml does not
exist
11:56:53.55 Error: Type: DirectoryNotFoundException
Message: Could not find a part of the path 'C:\Program Files (x86)\Citrix\Cortex\Data Warehouse\Log\'
Exercise 2:
Page 11
Step
8.
9.
10.
11.
12.
13.
Action
These files did exist in the customers environment, but they were in a slightly different
location. We copied the Config and Log folders to 'C:\Program Files
(x86)\Citrix\Cortex\Data Warehouse'.
After making the above changes they were able to finish the upgrade of the Reporting
Service.
Open the Example 2 folder. The below file should be located in this folder.
Open the log file. Scroll down to the bottom and you will see this error.
Exception: Citrix.Cortex.Configuration.Core.Exceptions.TestConnectionException: Invalid
user name or password. (Error: 18456)
This error is occurring when the installer is trying to test Server Connection. To fix this
issue check the username and password that has been entered in the installer.
Example 3.
The below error occurred during an upgrade from 10 to 11.0.1.85. During the upgrade of
the Data Warehouse /Reporting service, the data is migrated from version 10 to 11.
The error occurred during the data migration. Depending on the size of the OLM
database, the data migration can take a long time to complete. The error occurred because
the IIS App pool on the Data Warehouse server recycled at 1am in the morning.
14.
Exercise 2:
To stop the error occurring again, we temporarily disabled the recycling on the application
pool. Restarted the data migration. Once the migration completed we enabled recycling
on the application pool.
Page 12
Summary
Key
Takeaways
The key takeaways for this exercise are:

A number of issues can occur in an Install or upgrade of CPSM. There
should be information in the install logs that points towards the root cause.
NOTES
Exercise 2:
Page 13
Exercise 3:
Overview
In this exercise …provide a description.
Step-by-step guidance
Description:
Estimated time to complete this lab: [x minutes]
Step
1.
2.
3.
4.
5.
6.
7.
8.
9.
Action
Page 14
Summary
Key
Takeaways
The key takeaways for this exercise are:
 Sample 1.

Sample 2.
NOTES
Page 15
Optional Exercise:
Overview
In this exercise …provide a description.
Step-by-step guidance
Description:
Estimated time to complete this lab: [x minutes]
Step
Action
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Optional Exercise
Page 16
Summary
Key
Takeaways
The key takeaways for this exercise are:
 Sample 1.

Sample 2.
NOTES
Optional Exercise
Page 17
Revision History
Revision
1.0
Change Description
Updated By
Original Version
Emma Booth
Date
10/10/2014
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