v2 March © 2015 Citrix

Troubleshooting Common Issues with XenMobile WorxMailCitrix TechEdge 2015

Juan Zevallos

Senior Escalation Engineer

May 2015

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Agenda

WorxMail and its MDX Policies

Communication Flow

Troubleshooting Use Case & Tools

Push Notification Support with WorxMail

Resources

Q&A

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What is WorxMail?

• WorxMail app gives users access to their mail, calendar, and contacts on their mobile phones and tablets.

• Supported operating systems– iOS– Android– Windows Phone 8.1

• WorxMail is an ActiveSync client.

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WorxMail MDX Policies

• Export contacts

• Accept all SSL certificates

• Enable download of attachments over WiFi

• Control locked screen notifications

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MDX Policies that affect Communication Flow

• Network Access– Unrestricted– Tunnel to internal network– No access

• Background network service– Mail server FQDN– Mail server ActiveSync port

• Background services ticket expiration– STA ticket lifetime before user must re-authenticate

• Background network service gateway– NetScaler Gateway proxy FQDN

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How WorxMail Communicates with the Mail server

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Mail Server

InternetInternet Data centerData center

WorxMail direct to mail server

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MDX Policies To Connect Directly to Mail Server

Network access: Unrestricted

Background network services: <blank>

Background services ticket expiration: <blank>

Background network service gateway: <blank>

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InternetInternet

Mail ServerNetScaler

XenMobile Server

Data centerData center

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22

33WorxMail using STA to access mail server

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MDX Policies To Use STA Tunnel

Network access: Tunneled to the internal network

Background network services: mail.juanz.lab:443

Background services ticket expiration: 168 hours

Background network service gateway: gateway3.juanz.lab:443

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Background network service

gatewayBackground

network services

Background services ticket

validation

NetScaler

XenMobile Server

Mail Server

InternetInternet Data centerData center

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Troubleshooting Use Case

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One of the most common errors : “Your Company Network Is Not Currently Available”

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CTX200538

1st Step: Grab Logs!

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WorxMail Log Files (iOS)

• CtxLog_AppInfo.txt

• CtxLog_AppPolicies.xml

• CtxLog_VPNConfig.xml

• Diagnostics Logs

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Check the Device and App Information

Application: WorxMail (10.0.3.82)

MDXToolkit Version: v10.0.3.135

Hardware model: iPad4,2

iOS Version: 8.2

Jailbroken?: NO

Device model: iPad

Ctx_AppInfo.txtCtxLog_AppInfo.txt

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Check the NetScaler Attributes CtxLog_VPNConfig.xml

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MDX Policies Currently Applied CtxLog_AppPolicies.xml

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How To Read WorxMail Diagnostics Logs

Timestamp Message Class Message

2015-03-23T15:29:12 AGTunnelerAG policy: Intercepting mail.juanz.lab:443 for STA tunneling

2015-03-23T15:29:12 AGTunnelerNew TCP proxy connection to (null):443 established

Diagnostics Logs

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How To Read WorxMail Diagnostics Logs

Timestamp Message Class Message

2015-03-23T15:29:12 AGTunnelerAG policy: Intercepting mail.juanz.lab:443 for STA tunneling

2015-03-23T15:29:12 AGTunnelerNew TCP proxy connection to (null):443 established

Diagnostics Logs

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How To Read WorxMail Diagnostics Logs

Timestamp Message Class Message

2015-03-23T15:29:12 AGTunnelerAG policy: Intercepting mail.juanz.lab:443 for STA tunneling

2015-03-23T15:29:12 AGTunnelerNew TCP proxy connection to (null):443 established

Diagnostics Logs

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InternetInternet

NetScaler

XenMobile Server

Mail Server

Data centerData center

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InternetInternet

NetScaler

XenMobile Server

Mail Server

Data centerData center

1

STA

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Did Worx Home Obtain an STA Ticket?

Timestamp Message Class Message

2015-03-23T15:26:48 INFO (4) Getting STA Ticket

2015-03-23T15:26:48 INFO (4) Got STA Ticket response

2015-03-23T15:26:49 INFO (4)STA Ticket – Success obtaining STA ticket for App --WorxMail

Diagnostics Logs

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Did The XenMobile Server Issue an STA ticket?

Time: 2015-03-23T12:26:34.771-0700

User: user2

Device: Mozilla/5.0 (iPad; CPU OS 8_1_2 like Mac OS X)

Result: Successfully generated STA ticket for user 'user2' for app 'MobileApp2'

UserAuditLogFile.log

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NetScaler

XenMobile Server

Mail Server

InternetInternet Data centerData center

DNS?Network?

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Can I Access OWA with WorxWeb?

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NetScaler

XenMobile Server

Mail Server

Data centerData centerInternetInternet

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“Your Company Network Is Not Currently Available”

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ERROR found in WorxMail Diagnostics Logs

Timestamp Message Class Message

2015-03-23T15:29:27 ERROR (2)AsyncHttpOptions – Received back non HTTP 200 response from the server

2015-03-23T15:29:27 INFO (4)HTTP request failed with error.domain=(null), error.code=0, httpStatus=500

Diagnostics Logs

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ERROR found in WorxMail Diagnostics Logs

Timestamp Message Class Message

2015-03-23T15:29:27 ERROR (2)AsyncHttpOptions – Received back non HTTP 200 response from the server

2015-03-23T15:29:27 INFO (4)HTTP request failed with error.domain=(null), error.code=0, httpStatus=500

Diagnostics Logs

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Mail Server HTTP Requests and Responses

C:\inetpub\logs\LogFiles\W3SVC1\U_EX*.log

IBM_TECHNICAL_SUPPORT > HTTHR*.log

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One of the most common errors : “Your Company Network Is Not Currently Available”

FIXED

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Additional Troubleshooting Tools

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Use Worx Exchange ActiveSync Test Tool

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How does the Worx EAS Tool work?

Available for iOS only

Supports MS Exchange and IBM Notes Traveler

Test explicit username or client certificate authentication

Validate the function of WorxMail

Provide a list of recommendations for correcting any problems

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Example of an Error reported by Worx EAS Tool

Server: 23.29.105.113Username: user2Reported Error:

Provisioning failed due to an untrusted SSL certificate.

Negotiating ActiveSync protocol: FailedFolder Sync: Not performed

Recommendations:–Ensure that certificate is issued by a trusted CA–Ensure that certificate has a valid host name and is not expired–Ensure that correct certificate is bound with HTTPS in IIS on Exchange server

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What if there is an issue with Email, Contacts or Calendar?

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Exchange ActiveSync Mailbox Logging

Use after device connects, gets past IIS, and into Exchange code

See the incoming requests sent by the device and outgoing response from the mail server

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APNs Push Notification Support for WorxMail

Leverage APNs push notification to notify WorxMail on mailbox activity

Badge icon will get updated when there is new mail or if the mail status changed

Badge icon will get updated even if WorxMail has been terminated

33

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Overview of APNs Push Notification for WorxMail

We will utilize Exchange’s EWS notification feature

Citrix will host “listener” service to push APNs notifications to WorxMail Exchange

InternetInternet Data centerData center

EWS Notification

APNs Notification

Citrix Listener Service

33

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Requirements for APNs Push Notification with WorxMail

• Allow outbound SSL (over 443) connection to Citrix hosted listener service (*.mailboxlistener.xm.citrix.com), if there is a firewall or web proxy controlling outbound traffic

• Create an Explicit App ID for WorxMail– Upgrading from older version of WorxMail that is using a Wildcard App ID is not supported

• Create/Upload an APNs certificate for WorxMail– This is when Citrix generates a tenant ID for the push notification parameters

• Add Push Notification parameters into WorxMail’s MDX Policies

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Resources

• Microsoft Exchange EWS (Microsoft Dev Center)

• Citrix Worx EAS Tool Download/How To/FAQ (CTX141685)

• Under The Hood: Exchange ActiveSync Mailbox Log Analysis (Microsoft Blog)

• XenMobile 10 Logs Collection Guide (CTX200538)

• Improving Battery Life with WorxMail using STA (Citrix Blog)

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Recap

WorxMail and its MDX Policies

Communication Flow

Troubleshooting Use Case & Tools

Push Notification Support with WorxMail

Resources

Q&A

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Before you leave…

• Conference Surveys are available online at www.citrixsynergy.com starting Thursday, May 14 at 9:00 a.m.– Those who provide feedback by 6pm, Friday, May 15th will receive:– $20 Amazon e-gift card– Name entered in a drawing for a free Trip to Synergy 2016 (5 chances)

Download presentations starting Monday May, 18th from the My Event Planning tool

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