Troubleshoot Smart Scale events

This topic provides troubleshooting tips for the following Smart Scale issues:

Could not connect to agent

Problem

Smart Tools displays the message "Could not connect to agent."

Solution

Verify the following items:

  • The Smart Tools Agent is installed on the affected Delivery Controller.
  • The Smart Tools Agent Service is running.
  • The Smart Tools Agent can connect to Smart Tools.

To verify the Smart Tools Agent is installed and running on the Delivery Controller, click Start > Control Panel > Programs > Programs and Features and locate the Citrix Smart Tools Agent entry in the programs list.

To verify the Smart Tools Agent is running, launch the Services console (services.msc) and locate the Smart Tools Agent Service. Verify the Status is Started and the Startup Type is Automatic.

To verify the Smart Tools Agent can connect to Smart Tools, review Connectivity requirements and ensure your network environment meets the stated port, firewall, and proxy requirements as appropriate.

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Smart Tools cannot retrieve machine details

Problem

Smart Tools displays the message "Smart Tools cannot retrieve machine details." This issue occurs because Smart Tools couldn't obtain results from the Get-BrokerMachine cmdlet that it runs.

Solution

If you're using Smart Scale with the XenApp and XenDesktop Service or XenDesktop Essentials, contact Citrix Technical Support.

If you're using the Smart Tools Agent with your Site, verify the Delivery Controller can retrieve VDA machine details using the Get-BrokerMachine cmdlet.

  1. Log on to the Delivery Controller as a Domain User.
  2. Launch an instance of Windows PowerShell (powershell.exe).
  3. Enter the following PowerShell commands:
    • Add-PSSnapin -Name Citrix.* 
    • Get-BrokerMachine

If successful, the output will include VDA machine details such as HostedMachineName, ProvisioningType, and PublishedApplications. Contact Citrix Technical Support with the results of the cmdlet.

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Machines are in an invalid state

Problem

Smart Tools displays the message "N machines are in an invalid state," where N indicates the number of machines. Machines are considered to be in an invalid (or unknown) state when they are in a state other than powered on or powered off. 

Solution

Check whether Studio lists the machines as being in an unknown state. If they are, make sure that a Controller in the Site can obtain the power state of machines from the host connection.  

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Agent is offline

Problem

Smart Tools displays the message "Agent is offline."

Solution

Verify the following items:

  • The Smart Tools Agent is installed and running on the affected Delivery Controller. 
  • The Citrix Smart Tools Agent Service is running.
  • The Smart Tools Agent can connect to the Smart Tools discovery server.

To verify the Smart Tools Agent is installed and running on the Delivery Controller, click Start > Control Panel > Programs > Programs and Features and locate the Citrix Smart Tools Agent entry in the programs list.

To verify the Smart Tools Agent is running, launch the Services console (services.msc) and locate the Smart Tools Agent Service. Verify the Status is Started and the Startup Type is Automatic.

To verify that the Smart Tools Agent can connect with the Smart Tools discovery server, perform the following actions:

  1. On the affected Delivery Controller, navigate to C:\Program Files (x86)\Citrix\LifecycleManagement.
  2. Locate the connector.log files and search for the phrase "Could not connect to the Discovery Server." If this phrase is not present, the agent is able to connect to Smart Tools. 

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Smart Scale event was unsuccessful. Smart Tools couldn't retrieve Delivery Group details.

Problem

Smart Tools displays the message "Smart Scale event was unsuccessful. Smart Tools couldn't retrieve Delivery Group details."

Solution

Contact Citrix Technical Support with the name of the affected Site and the Delivery Group name. 

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Smart Tools couldn't refresh the components for the Site.

Problem

Smart Tools displays the message "Smart Tools couldn't refresh the components for the Site."

Solution

Contact Citrix Technical Support with the name of the affected Site and Delivery Group. 

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No machines are available in the Delivery Group to power on or off.

Problem

Smart Tools displays the message "No machines are available in the Delivery Group to power on or off."

Solution

This issue can occur if Smart Scale attempts to power a certain number of machines on or off, but the Machine Catalog associated with the Delivery Group does not contain any machines that are available for the power action to be completed. For example:

  • Smart Scale tries to power on three machines, but all the machines in the Machine Catalog are already powered on.
  • Smart Scale tries to power off three machines, but the Machine Catalog contains only three machines, and the Delivery Group is configured so at least three machines are always powered on. 

To resolve this issue, add more machines to the Machine Catalog associated with the affected Delivery Group. 

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Smart Tools couldn't connect to the Delivery Controller. Please verify the Delivery Controller is online.

Problem

Smart Tools displays the message "Smart Tools couldn't connect to the Delivery Controller. Please verify the Delivery Controller is online."

Solution

Verify the Delivery Controller is powered on and will accept connections. Verify the connection to the affected Delivery Controller using RDP and enter valid credentials when prompted.  

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Username and password for the Delivery Controller are incorrect.

Problem

Smart Tools displays the message "Username and password for the Delivery Controller are incorrect."

Solution

Re-enter valid credentials by performing the following actions:

  1. From the Smart Tools menu bar, click Smart Scale and then select the affected Site.
  2. Click Site Details and then click Edit Site Credentials.
  3. Enter the username and password of a valid Citrix Administrator. See Minimum user account requirements for more information. 

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Smart Scale is not powering machines on or off as expected, no events are displayed.

Problem

Smart Scale should power a certain number of machines on or off at a specified time, but no scaling actions have occurred. For example, three machines are supposed to power on at 8:00 AM according to the scaling policy, but no machines have been powered on.

Solution

  1. Verify the time zone of the Delivery Group matches the time zone displayed for the Delivery Group in Studio. If they don't match, sync the Site data. To do this, click the Site Details tab and then click Sync Site Data.
  2. Verify the power state of the VDAs in Studio. 

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Smart Tools experienced a temporary error (Bad Gateway) and can't retrieve the machine details.

Problem

Smart Tools displays the message "Smart Tools experienced a temporary error (Bad Gateway) and can't retrieve the machine details."

Solution

This message occurs if Smart Tools can't communicate with the XenApp and XenDesktop Service or XenDesktop Essentials. If this error persists, contact Citrix Technical Support with your Citrix Cloud account name (or Citrix ID) and Site name. 

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Smart Scale event was unsuccessful. Smart Tools could not perform any power actions.

Problem

Smart Tools displays the message "Smart Scale event was unsuccessful. Smart Tools could not perform any power actions."

Solution

Contact Citrix Technical Support with the name of the affected Site and Delivery Group. 

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Smart Tools can't find any machines in the Delivery Group.

Problem

Smart Tools displays the message "Smart Tools can't find any machines in the Delivery Group." This message can occur if Smart Tools experiences a server side error or if Smart Tools attempts to retrieve VDA information from the Smart Tools database, but no VDA information exists.

Solution

If this error persists, contact Citrix Technical Support with the name of the affected Site and Delivery Groups.

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