Critical Tool Matrix for Citrix XenApp Environments

The following is a list of tools that are most commonly used by Citrix Support to troubleshoot critical issues in XenApp environments. These tools are prioritized into high and medium categories as described below:

    High (without these tools proactively in place we can miss opportunities for collecting critical data):

    • Downloaded, installed, and / or configured proactively

    • Used for proactive monitoring and alerting

    • Commonly used during critical issues

    Med (These tools do not typically need to be proactively configured or running in order to capture critical data):

    • Easily accessible

    • Required in specific circumstances

    • Commonly used during or after critical issues










Hung process

Download Userdump package from Microsoft, run self-extractor software and copy userdump.exe file to all servers (Do NOT run installation)

Run userdump.exe from command prompt to capture a user mode dump of the hung process

How to Use the Userdump.exe Tool to Create a Dump File

Default Debugger


Crashing applications

Enable a default debugger such as Dr. Waston, WinDbg or NTSD

Refer to instructions for the specific debugger used




Monitoring & Alerting (Counters)


Performance-related issues

Become familiar with the article CTX118742 which details important performance counters and event viewer messages

Configure counters in Performance Monitor (these can also be used with 3rd party monitoring tools such as Microsoft System Center Operations Manager)

XenApp Infrastructure Monitoring and Alerting

Performance Monitor Wizard

Health Monitoring and Recovery


Server health

Configure pre-defined tests

Configure and run health tests and recovery actions (these can also be used with 3rd party monitoring tools such as Microsoft System Center Operations Manager)

PowerPoint – Citrix XenApp Health Monitoring

HMR Test Pack 2



Application enumeration and launch

Download and run application on any workstation or server (no installation required)

Configure and run health tests to identify a failing infrastructure component (can also be scripted for automatic testing and SMTP alerting)

MedEvac 2.5

How to Monitor Farm Health using MedEvac



All XenApp farm issues, including performance and application launch

Download and run on any workstation or server (no installation required)

Select preconfigured trace modules based on problem area (can also be used to trace remote servers)


Presentation: CDFControl



Used to collect environmental configuration data for general farm issues

Download and run on any server (no installation required)

Configure servers, information to be collected and output log file


SQL Profiler template


Database-related issues (ex. Data Store, configuration Logging, Resource Manager)

Download appropriate template, open with SQL Profiler and configure log file settings

Run trace in SQL Profiler while issue is being reproduced, collect log file

Profiler Template for SQL 2000

Profiler Template for SQL 2005 / 2008

Citrix symbol server


Used for live debugging or analyzing crash dump files

Configure the appropriate debugger (such as WinDbg) to use the Citrix symbol server

Perform common debugging commands

How to Use the Citrix Symbol Server to Obtain Debug Symbols



Applications that consume excessive memory over time

Download, configure product symbols and enable user mode stack tracing

Collect a baseline UMDH log whenever the process is started and capture another log after memory growth

How to Collect the UMDH Logs and User Dump Files for Memory Leaking Processes

Network trace


Network-related issues

Download a network monitor or protocol analyzer

Start end to end network capture


NetMon 3.3

Hardware controllers


Servers randomly rebooting after blue screen crash events before dump data can be written

Please become familiar with server hardware controllers (example HP- ILO, Dell-DRAC)

Disable or configure auto-recovery options to allow servers to capture memory dumps

Refer to the specific hardware vendor resources

Sysinternals suite


General troubleshooting of Operating System and 3rd party application issues

Download the Sysinternals tool Suite

Refer to Sysinternals site for instructions on specific tools

Windows Sysinternals

Sysinternals Suite

Data upload / download access


Issues requiring exchange of data to and from Citrix

Ensure HTTP or FTP access from at least one machine

Any Internet browser or FTP client

Download / Upload sites will be provided by Citrix Support