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Troubleshoot the installation
Important:
Citrix Hypervisor 8.2 Cumulative Update 1 becomes End of Life on June 25, 2025. Plan your upgrade to XenServer 8 now to ensure a smooth transition and continued support. For more information, see Upgrade.
If you are using your Citrix Virtual Apps and Desktops license files to license your Citrix Hypervisor 8.2 Cumulative Update 1 hosts, these license files are not compatible with XenServer 8. Before upgrading you must acquire XenServer Premium Edition socket license files to use with XenServer 8. These socket license files are available as an entitlement of the Citrix for Private Cloud, Citrix Universal Hybrid Multi-Cloud, Citrix Universal MSP, and Citrix Platform License subscriptions for running your Citrix workloads. Citrix customers who have not yet transitioned to these new subscriptions can request to participate in a no-cost promotion for 10,000 XenServer Premium Edition socket licenses. For more information, see XenServer.
If you do not get a compatible license for XenServer 8 before upgrading, when you upgrade your hosts they revert to the 90-day Trial Edition. Trial Edition provides the same features as Premium Edition with some limitations. For more information, see XenServer 8 Licensing Overview.
Citrix provides two forms of support: free, self-help support from www.citrix.com/support 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.
The Citrix support site, www.citrix.com/support, hosts various resources. These resources might be helpful to you if you experience odd behavior, crashes, or other problems during installation. Resources include: forums, knowledge base articles, software updates, security bulletins, tools, and product documentation.
Using a keyboard connected directly to the host machine (not connected over a serial port), you can access three virtual terminals during installation:
- Press Alt+F1 to access the main Citrix Hypervisor Installer
- Press Alt+F2 to access a local shell
- Press Alt+F3 to access the event log
If you experience an unknown error during installation, capture the log file from your host and provide it to Technical Support. To capture the log file, complete the following procedure.
To capture and save the log files:
-
Press Alt+F2 to access the local shell.
-
Enter the following:
/opt/xensource/installer/report.py <!--NeedCopy--> -
You are prompted to choose where you want to save the log file: NFS, FTP, or Local media.
Select NFS or FTP to copy the log file to another machine on your network. To do so, networking must be working properly, and you must have write access to a remote machine.
Select Local media to save the file to a removable storage device, such as a USB flash drive, on the local machine.
Once you have made your selections, the program writes the log file to your chosen location. The file name is
support.tar.bz2.
Send the captured log file to the Support team for them to inspect.
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