A list containing the majority of Citrix Application Delivery Management (formerly NetScaler Management and Analytics System) support articles collated to make this page a one stop place for you to search for and find information regarding any issues you have with the product and its related dependencies.
The page is updated daily with new support articles and information. Articles will change from time and if information here is outdated or incorrect please let me know using the comments. Links may also expire or change so if you find broken links, please again let me know. For each issue, known product versions affected are recorded however that does not mean product versions that aren’t listed are not affected.
There is a search box that you can use if looking for a specific fault. For example if you have an error code or error message, use that to perform a search. You can also use your browsers search feature which will perform a search against the whole page based on the words you enter.
NetScaler Management and Analytics System / Citrix Application Delivery Management:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | MAS is taking a system backup twice daily rather than once. Both backups are happening almost at the same time. | This is a known issue. Upgrade to MAS 11.1.52.13. | Citrix NetScaler MAS 11.1.51.21. | https://support.citrix.com/article/CTX222435 |
| 2 | HDX Insight no longer showing any data after upgrade of MAS to build 11.1.51.21. | This is a known issue. Upgrade to MAS 11.1.53.11. | Citrix NetScaler MAS 11.1.51.21. | https://discussions.citrix.com/topic/383828-mas-111-5121-hdx-insight-not-working |
| 3 | Citrix Director does not show data from MAS under the Network tab, | Upgrade to MAS 11.1.52.15. | Citrix NetScaler MAS 11.1. | https://support.citrix.com/article/CTX220694 |
| 4 | NetScaler MAS does not display Load Balanced VIPs. | This is due to user hitting "Enter" in the Load Balanced Virtual Server comments section. This creates "\n" characters which MAS does not like. These characters need to firstly be removed. | https://support.citrix.com/article/CTX220700 | |
| 5 | The restore of an HA node on standalone NetScaler MAS appliance fails and hangs at step "Restoring NetScaler Management and Analytics System database". | Fix is scheduled for MAS 11.1.52.15 build. There is a workaround which involves killing the "psql" process as documented in the CTX article. | Citrix NetScaler MAS 11.1 to 12.0. | https://support.citrix.com/article/CTX220968 |
| 6 | Restore of NetScaler MAS to a previous backup may fail. | You can stop the restore process by logging on to the MAS shell, deleting the resume restore file and rebooting the MAS appliance. | Citrix NetScaler MAS 11.1 to 12.0. | https://support.citrix.com/article/CTX220966 |
| 7 | Geo Location database is not showing any data on maps in NetScaler MAS 11.1.49.16. | Upgrade to MAS 11.1.50.16. | Citrix NetScaler MAS 11.1.49.16. | https://support.citrix.com/article/CTX219424 |
| 8 | NetScaler MAS does not display any Insight data if the SNIP IP was used to add the NetScaler appliance. | When adding NetScaler appliances, use the NSIP and not the SNIP address. | https://support.citrix.com/article/CTX227228 | |
| 9 | When attempting to enable Insight on a Virtual Server, the Virtual Server does not appear in the list. | If MAS is configured to manually manage Virtual Servers you'll have to navigate to "Networks -> Licenses -> System Licenses" and choose the Virtual Server you want to manage before you can enable Insight against it. | https://support.citrix.com/article/CTX227349 | |
| 10 | After an upgrade to NetScaler 12 the state of an AppFlow Collector appears DOWN. | From NetScaler 12.0.51.24 onwards, you can view the status of connectivity between the NetScaler SNIP address and AppFlow Collectors by browsing to "System -> AppFlow -> Collectors" or via CLI command "show appflow collector". The state will be down if there is a communication problem between the SNIP and AppFlow Collector. This does not affect AppFlow data exports to AppFlow Collectors, which is done via the NSIP. | Citrix NetScaler 12.0.51.24. | https://support.citrix.com/article/CTX227438 |
| 11 | NetScaler Virtual Servers that has been UP for over 200 days do not display correctly when looking at the "Up Since" value in MAS under "Networks -> Network Functions -> Load Balancing -> Virtual Servers". | This is a known issue to be resolved in MAS 12.0.54.x. | Citrix NetScaler MAS 12.0.51.24. | https://support.citrix.com/article/CTX227720 |
| 12 | NetScaler MAS 12.0 does not process AppFlow records sent from NetScaler 11.1 appliances running build versions lesser than or equal to 44.x. | Upgrade to NetScaler 11.1.56.15. | ||
| 13 | The first hop NetScaler Gateway in a multi-hop setup if not reflected under HDX Insight and "mps_afdecoder.log" shows "netscaler is not configured for this appflow collector". | Re-add the first-hop NetScaler device to MAS or upgrade MAS to 11.1.55.x or 12.0 firmware. | https://support.citrix.com/article/CTX230613 | |
| 14 | For one hour data, the report seen on the MAS GUI versus the data in the downloaded report is different. | This is a known issue which will be fixed in a upcoming release. In the meantime the workaround is to click on "Go" on "Analytics -> HDX Insight" and generate a report. | Citrix NetScaler MAS 12.0. | https://support.citrix.com/article/CTX230905 |
| 15 | On the GUI you receive error "System has detected the ICA sessions that do not support logging, corresponding reports will not be available". | It is safe to ignore this message but this has been fixed in the latest NetScaler 11.0, 11.1 and 12.0 builds. | Citrix NetScaler MAS 12.0. | https://support.citrix.com/article/CTX231131 |
| 16 | When using the Maintenance Task to upgrade a NetScaler HA pair on SDX, you receive error "Operation not possible now. Please wait for system to stabilize before retrying". | Increase the "Timeout (in Seconds)" time to 3 or 4 minutes within the NetScaler Profile on MAS. | https://support.citrix.com/article/CTX231788 | |
| 17 | Backups taken on an SDX appliance are never transferred to MAS and in the MAS logs you see errors "SCP Command Timed out on " and "DeviceBackup from failed (Download issue)". | Verify DNS is configured correctly on SDX to ensure it can resolve the MAS appliance FQDN. | https://support.citrix.com/article/CTX232439 | |
| 18 | The "masd" process does not startup after both nodes in a high availability pair are rebooted and "mps_control.log" shows error "Killing Star-node subsystem: mas_afdecoder". | This issue is scheduled for resolution in NetScaler MAS 12.1.34.x. As a workaround run "MAS start" on the node when the processes have not started. | Citrix NetScaler MAS 12.0. | https://support.citrix.com/article/CTX232557 |
| 19 | When logging on to MAS with external authentication you receive error "User not authorized for any operation". | In MAS, edit your LDAP Server and set "CN" under "Sub Attribute Name". | ||
| 20 | NetScaler MAS does not show "Gateway" or "HDX" Insight options under "Analytics". | If you add a NetScaler with Enterprise or Platinum license, these options should appear. | https://support.citrix.com/article/CTX235108 | |
| 21 | When logging on to MAS using LDAP authentication you receive error "User not authorised for any operation". | Under the "Sub Attribute Name" field on your LDAP policy enter "CN". | https://support.citrix.com/article/CTX236376 | |
| 22 | HDX Insight data not displaying. | From NetScaler run command "sh ns param". If "HTTP port(s)" and "ICA port(s)" are set to "none", run commands "set ns param -httpPort 80 443", "set ns param -icaPort 1494 2598" and then verify via "sh ns param". If corrected, save the running configuration. | https://discussions.citrix.com/topic/396517-ns-mas-121-not-showing-hdx-data/ | |
| 23 | Secure Web Gateway (SWG) IP details are not shown on the MAS dashboard. | On the Secure Web Gateway proxy, set "User Authentication" to "ON". | https://support.citrix.com/article/CTX237044 | |
| 24 | Director and NetScaler MAS fail on an SSL handshake and as a result HDX Insight integration does not work. | Verify and disable Secure Channel protocols (Schannel) that are not being used or matching between Director and MAS. | https://support.citrix.com/article/CTX237440 | |
| 25 | Citrix Application Delivery Management does not detect VPX's on an SDX after the SDX is upgraded from 11.0 to 11.1 and above. | This is expected behaviour and resolvable by following the CTX article. | https://support.citrix.com/article/CTX238762 | |
| 26 | You receive an error stating that the ADM database needs maintenance. | Follow the CTX article steps to run the database maintenance script against the ADM database. | https://support.citrix.com/article/CTX237760 | |
| 27 | Upgrading a Citrix ADC high availability pair from ADM fails with error "DEVICE_NOT_REACHABLE". | Upgrade to ADM 12.0.59.x. | https://support.citrix.com/article/CTX239209 | |
| 28 | After an upgrade to ADM 12.1.49.23, you see error "Database streaming channel is broken between HA nodes" on the GUI. | This is a bug and only happens to ADM devices in a high availability configuration. Run commands on the secondary appliance as explained in the CTX article. | Citrix Application Delivery Management 12.1.49.23. | https://support.citrix.com/article/CTX239798 |
| 29 | When there is high disk space usage on ADM, you cannot log on to the GUI or CLI of ADM. You notice that running "df -h" shows close to 100% disk utilisation and the "/var/mps/db_pgsql/data/pg_log" database file consumes a lot of the space. | This is a known issue where the ADM database goes into read replica mode after an HA failover. The fix is part of build 12.1.49.37. Alternatively a script can be run to work around the issue. | https://support.citrix.com/article/CTX239421 | |
| 30 | GEO mapping issues on ADM. | As of ADM 12.1.x, ADM uses a built-in GEOIP database and the 3rd party database can no longer be uploaded. If using an older version, revert to the CTX article steps. | https://support.citrix.com/article/CTX232544 | |
| 31 | The "Deploy" tab is not available after running "deployment_type.py" to prepare an instance for HA pairing and rebooting the appliance. | Reset the "nsroot" account password to "nsroot". ADM expects the default password for HA pairing and registration. | https://support.citrix.com/article/CTX251996 | |
| 32 | Upgrading from MAS 12.0.57.24 to 12.1 takes many hours. | In this case, it took 7 hours to complete. You can press "Ctrl+C", press the up arrow, and then run the command again to get an update on the progress. | https://discussions.citrix.com/topic/403214-database-maintenance-required-for-upgrade-to-121/ | |
| 33 | The "/var/" directory fills up with postgresql logs. | A software bug results in postgresql logs not being zipped. This is resolved in ADM 12.1. | https://support.citrix.com/article/CTX256063 | |
| 34 | After upgrading ADM to 13.0.36.27, network statistics cannot be retrieved from Citrix Director due to error "Session Expired: Please logout and login again". | This will be resolved in the next version of ADM. | https://discussions.citrix.com/topic/403244-citrix-adm-13036-session-expired-please-logout-and-login-again-in-director-1903/ | |
| 35 | When you create or edit an existing email distribution list, after entering an email address you receive error "Invalid email address". | Upgrade to 13.0-76.29. | Citrix Application Delivery Management 13.0-71.40. | |
| 36 | Emails are being rejected from NetScaler Console due to then containing bare line feed (LF) characters. These characters are illegal as defined by RFC 2822. | This is a known issue tracked under "NSHELP-38490" and will be resolved in the October 2024 release of NetScaler Console. | NetScaler Console 14.1 25.56 and below. |
Melvin
March 1, 2018Hi George,
We have 12 Virtual Servers added as Licensed VIP’s in NMAS . Only 9/12 is getting displayed in the Dashboard , 3 missing as Gateway VIP’s from a specific Netscaler . We are able to add/view other load balanced VIP’s from same Netscaler , already tried marking the VIP’s as unlicensed and adding it back
Any suggestions
George Spiers
March 2, 2018Are the Gateway VIPs sitting behind a Content Switch? Are there any other Gateway VIPs that do show up in MAS dashboard?
Navigate to Networks -> System Licenses -> Click to select -> NetScaler Gateway -> do the VIPs show here, or do you have to select “Add Virtual Servers”?
What build of MAS?
Anonymous
March 2, 2018MAS Build 12.0.56.20
Yes, Gateway VIP’s from a different Netscaler (DR VPX) shows up fine. Gateway VIP’s from PROD VPX does not show up in the dashboard, but there are present under Networks -> System Licenses -> NetScaler Gateway
I’ve tried marking them as un licensed and adding it back . These VIP’s in question are not sitting behind a content switching vserver .
We do have a new Gateway VIP on prod VPX, sitting behind content switching vserver and that shows up fine in the Dashboard
swagggirl
March 5, 2018Thank you for your blog post.Really thank you! Awesome.
vipin sharma
October 9, 2019Hi My ADM is also used for backup of the ADC deployed in our infra and for some of the ADC backup is failing and all config is correct . What could be the reason of that .
The only error i am getting is below
Category: DeviceBackupFailure
Severity: Major
Information: DeviceBackup from 192.168.222.47 failed (Download issue).
George Spiers
October 15, 2019The only thing I have that would relate to that is:
Verify DNS is configured correctly on SDX to ensure it can resolve the MAS appliance FQDN.
david nunes
September 9, 2020Hi George..
I have a MAS version 13 and when i try to connect to any appliance via de MAS it’s not working, also if i try to add a new appliance i receive the error “Invalid POST request, payload should start with object=”.
Do you have any idea how to fix it?
regards.
Brian
October 29, 2020I have this same issue.
Naz
December 17, 2020Hello there,
This appears to be a browser issue, which can be bypassed by clearing cache etc. or simply launching in incognito mode… well it certainly work for me.
Naz.
Anonymous
September 21, 2021Worked for me, thanks Naz
Anonymous
December 14, 2020I just upgraded to the latest ADM today same issues.
When adding ADC Profile
“Invalid POST request, payload should start with object=”
Naz
December 17, 2020Hello there,
This appears to be a browser issue, which can be bypassed by clearing cache etc. or simply launching in incognito mode… well it certainly work for me.
Naz.