• Receiver for Windows

Citrix Receiver Diagnostics Tool for Windows

Created Date: December 16, 2014

Updated Date: March 14, 2019

Description

The Receiver Diagnostics Tool for Windows enables Administrators to collect and upload key data from various components of Citrix Receiver installed on Windows end points.

The information can then be shared with Citrix Technical Support using secure uploads to diagnose and troubleshoot cases.

This tool encompasses the same functionality found in the existing CDF Control Utility to capture CDF Logs as well as additional data collection such as System and Registry Information, Always-On, Installation, System and Application Event Viewer, and DirectX Diagnostics Logs.

The Receiver Diagnostics Tool utilizes the existing Citrix Insight Services (CIS) platform to centralize and securely manage all uploaded data for an active case. For more information on CIS see CTX131233 - FAQ: Citrix Insight Services

The following End point information can be collected:

Note: CDF tracing is only supported with administrative rights. The user requesting CDF tracing must provide administrative credentials when prompted.

New in Version 1.2.1.2

• Added a SHA256 signature to the binary.
  
• Enhancements to the collection of Single Sign-On and Internet Explorer Trusted Sites registry settings.
• Bug fixes.

Prerequisites

• Microsoft .NET Framework, Version 3.5 or higher - (excluding Client Profile)
• Must provide administrator credentials or accept UAC prompt when requesting CDF tracing

Supported Citrix Receiver Product Versions

Receiver for Windows versions 3.4, 4.x and later

For more information on Supported versions of Citrix Receiver see CTX200322 - Additional Lifecycle Information for Citrix Receiver for Windows

Installing Receiver Diagnostics Tool

To install Receiver Diagnostics Tool, unzip the ReceiverDiag.zip package to an empty folder on the target end point.

Basic Steps to Collect Diagnostic Information

• Launch Receiver Diagnostics Tool.
• Start Receiver Tracing prior to duplicating the issue.
• Duplicate the issue.
• Stop Receiver Tracing.
• Click on 'Collect & Upload' button to begin the process of packaging and uploading of the captured data. You can also save the captured data locally by clicking the 'SAVE' button.

Detailed Steps to Collect Diagnostic Information

How to Start Receiver Diagnostics Tool

Navigate to the folder where you extracted the download and launch ReceiverDiag.exe

Note: First time launch may generate a Windows SmartScreen prompt for additional permissions, click the Run anyway button to continue.

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How to Set Receiver Diagnostics Tool Configuration Options

1. From the side menu bar, click Settings
2. Make any required changes and click Apply.
3. To discard changes or reset settings to default values use Discard or Reset.

Note: Changing the default event log collection setting might increase the duration and size of the data capture.

How to Capture a CDF Trace file

1. From the side menu bar, click Diagnostics to open diagnostics page.
2. Press Start Tracing and if prompted, enter administrator credentials or accept UAC prompt for “CdfCollector.exe”.
3. Reproduce the issue to capture required trace information.
4. When finished, press Stop Tracing to terminate tracing; if prompted, enter administrator credentials or accept UAC prompt for “CdfCollector.exe”.

How to Collect and Upload Environment Information

1. Access diagnostics page by clicking Diagnostics on the side bar.
2. Click Collect & Upload to generate the report package containing the environment information (system, registry etc.).
3. Follow the instructions to continue the upload to CIS.

Note: Any CDF Trace files that have been created will also be included in the zip file.

The report package is sent directly to Citrix Technical Support. An MD5 checksum test is performed to ensure your upload was successful. Once the checksum test has completed a confirmation message is sent to the contact email address for the MyCitrix account or the associated Service Request number.

NOTE: The generated files in the report directory will be deleted upon exiting Receiver Diagnostics Tool. This is a security measure to ensure the security of the system information gathered for Citrix support. If you wish to keep a copy of the report package file, please use the “Save” button to provide the directory (different from report folder) where the report package will be copied.

If you do not have Internet access on your endpoint, you can upload the saved report file manually by copying it to a location with Internet access and then logging onto https://cis.citrix.com

How to Check for Updates to Receiver Diagnostics Tool

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1. From the menu bar, select Settings
2. Make sure that “Check for new software updates automatically” is enabled.

Once “check for updates” is enabled the Receiver Diagnostics Tool will perform a check for update every time upon startup. If a newer version is available, the link to the corresponding KB article page will be displayed in the upper right corner of the main window.

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Uninstalling Receiver Diagnostics Tool

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To uninstall Receiver Diagnostics Tool, delete the folder created after unzipping the download.

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Contact Information

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If you have any issues using Citrix Receiver Diagnostics Tool or you want to provide feedback and suggestions, visit https://cis.citrix.com/feedback or use Feedback page in the Receiver Diagnostics Tool. For questions or concerns contact supporttools@citrix.com