Troubleshoot blueprint deployment issues

This topic provides troubleshooting tips for the following blueprint deployment issues:

Download XenDesktop ISO step fails or takes more time

Problem

During XenDesktop blueprint deployment, the Download XenDesktop ISO step fails or takes more time to complete.

Solution

Contact Citrix support.

Note: If you want to deploy XenDesktop Blueprint multiple times then you can host the XenDesktop ISO in your local web server or CIFS share. This reduces the download time and step failure. 

Machine creation fails due to unavailability of Elastic IP (Amazon EC2)

Problem

The following error message is displayed in the step output after blueprint deployment:

elastic ip: The maximum number of addresses has been reached.

Solution

Smart Tools requires at least one elastic IP in Amazon EC2. Make sure at least one elastic IP is available.

To release an Elastic IP in Amazon EC2 console:

  1. Logon to your Amazon Web Services console.
  2. In the AWS Dashboard, click EC2.
  3. In the EC2 Dashboard, under NETWORK & SECURITY, click Elastic IPs.
  4. Right-click the address and select Release Addresses

Machine creation fails due to disabled subscription (Microsoft Azure Classic/Amazon EC2)

Problem

Unable to create a machine on Microsoft Azure Classic or Amazon EC2 resource location. The following error message appears during blueprint deployment:

The subscription is in a disabled state.

Solution

Ensure that your Microsoft Azure or Amazon EC2 account subscription is up-to-date and enabled.

Deployment fails due to unavailability of subnet for NAT instance (Amazon EC2)

Problem

Unable to deploy a blueprint due to unavailability of subnet for NAT instance. The following error message appears:

Can't find a free subnet for nat instance.

Solution

You need to create a VPC with required subnets. You can do one of the following to create a VPC with both public and private subnets:

  • Use Smart Tools Amazon EC2 VM configuration wizard to create a VPC
  • Use the Create VPC Wizard in your Amazon EC2 console

Deployment fails due to duplicate DNS name (Microsoft Azure Classic)

Problem

Unable to deploy a blueprint. The deployment fails with the following error message:

The specified DNS name is already taken.

Solution

All the services in Azure Classic shares the same domain, .cloudapp.net or .websites,net. There are possibilities that another user might be using the same DNS name. Use a unique DNS name to avoid this problem.

Smart Tools is unable to communicate with the machine that acts as a connector

Problem

Unable to deploy a blueprint because Smart Tools is unable to communicate with the machine that acts a connector. The following error message appears in the VM configuration wizard:

Failed creating scalex gate tunnel, error: Failed executing gate command

Solution

The error message indicates that the machine that acts a connector is down. Ensure that the machine is turned on and running. 

Unable to deploy a blueprint as the host machine is down

Problem

Unable to deploy a blueprint. The following error message appears during blueprint deployment:

The machine that acts as a connector is unable to communicate with the host machine (Host IP).

Solution

The error message indicates that the machine acting as a connector is unable to communicate with the host machine. Ensure that the host machine is turned on and running. 

Unable to deploy a blueprint to a VM

Problem

Unable to deploy a blueprint. The following error message appears during blueprint deployment:

Smart Tools is unable to communicate with the machine (<ip address>). 
Ensure the machine is up and running

Solution

The error message indicates that the VM is halted or shutdown and you cannot deploy a blueprint or script. In case of a script deployment on an offline node, the IP address will not be displayed. Ensure that the machine is turned on and running.

Unable to deploy a blueprint due to insufficient memory on the hypervisor (XenServer)

Problem

Unable to deploy a blueprint. The following error message appears during blueprint deployment:

XenAPI error: HOST_NOT_ENOUGH_FREE_MEMORY

Solution

The error message indicates that there is insufficient memory on the hypervisor to provision a VM and deploy a blueprint.

To resolve this issue you can:

  • Stop or delete unused VMs 
  • Increase the memory on the hypervisor

Unable to deploy a blueprint due to insufficient storage on the hypervisor

Problem

Unable to deploy a blueprint. The following error message appears during blueprint deployment:

SR_BACKEND_FAILURE_44 There is insufficient space

Solution

The error message indicates that there is insufficient space on the hypervisor to provision a VM and deploy a blueprint.

To resolve this issue you can:

  • Stop or delete unused VMs 
  • Increase the storage space on the hypervisor 

Unable to deploy a blueprint using an existing deployment profile

Problem

During blueprint deployment, if you select an already existing deployment profile the following error message appears:

Invalid deployment profile. The resource location associated with this profile is unavailable.

Solution

The error message indicates that the resource location used in the selected deployment profile no longer exists. Deploy the blueprint using another deployment profile or without a deployment profile. If you do not use a deployment profile, you can save your current deployment as a new profile and use that in your future deployments.

Reboot step fails during blueprint deployment

Problem

During blueprint deployment, the Reboot step fails after running for a long time with the following error message:

Server with agentId:<agent ID> was shutdown successfully but failed to restart. Machine reboot  wait time expired

Solution

The reboot failure may be because of server failure during shutdown. The reboot might have taken long time because of creation of failure dump or logs. Server failure can occur due to problems including faulty hypervisor, bad sector on the disk, or corrupted OS image.

If your blueprint is configured to pause on failure and you want to manually rerun the failed Reboot step, you can try the following steps:

  • Login to your hypervisor or host and check the status of the VM.
  • Verify the notifications or alerts displayed in the hypervisor or host.
  • Manually restart or reboot the VM.
  • If the problem persists, deploy the blueprint again. 

Agent installation fails on an Amazon EC2 provisioned VM

Problem

During blueprint deployment, Smart Tools agent installation fails on an Amazon EC2 provisioned VM.

Solution

Verify if there is a status check failure for the VM instance on your AWS console:

  1. Logon to your Amazon Web Services console.
  2. In the AWS Dashboard, click EC2.
  3. In the EC2 Dashboard, under INSTANCES, click Instances.
  4. Click the VM instance on which agent installation is failed. The instance details are displayed below the instances list.
  5. Click the Status Checks tab to view status check messages or errors.
  6. In case of status check failures, contact AWS support to investigate further on the problem.

    instance-status-check.png

For more information on AWS Instance Status Checks and Troubleshooting, see the following AWS documentation:

Contact Citrix Support, if the problem persists after issue resolution by Amazon.

Reboot step fails on an Amazon EC2 provisioned VM

Problem

During blueprint deployment, Reboot step fails on an Amazon EC2 provisioned VM .

Solution

The reboot failure may be because of server failure during shutdown. The reboot might have taken long time because of creation of failure dump or logs. Server failure can occur due to problems including faulty hypervisor, bad sector on the disk, or corrupted OS image.

Verify if there is a status check failure for the VM instance on your AWS console:

  1. Logon to your Amazon Web Services console.
  2. In the AWS Dashboard, click EC2.
  3. In the EC2 Dashboard, under INSTANCES, click Instances.
  4. Click the VM instance on which agent installation is failed. The instance details are displayed below the instances list.
  5. Click the Status Checks tab to view status check messages or errors.
  6. In case of status check failures, contact AWS support to investigate further on the problem.

    instance-status-check.png

For more information on AWS Instance Status Checks and Troubleshooting, see the following AWS documentation:

Contact Citrix Support, if the problem persists after issue resolution by Amazon.

Need more help?

If you need additional help resolving an issue with deploying a blueprint, you can contact Citrix Technical Support.

When contacting Support, be sure to provide the following information:

  • The Smart Tools account name you are using to deploy the blueprint. 
  • The deployment name.
  • The URL of the deployment report. Click Manage > Details and then copy the URL of the Deployment Details page. 
  • The agent log file from the machine involved in the issue. For more information, see Share debug log files with Citrix.

 

 

 

 

 

 

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