Upgrade Citrix (XenServer) Tools for Windows cloud servers

  • Last updated on: 2019-01-17
  • Authored by: Luke Repko

Supported Operating Systems

  • Windows Server 2008
  • Windows Server 2008 R2
  • Windows Server 2012
  • Windows Server 2012 R2

Citrix® tools are fundamental to the proper operation of virtualized Cloud Servers in the Rackspace Cloud infrastructure. They are the underlying drivers for the virtual machine, giving it access to virtual hardware, specifically networking and block devices.

This article explains how to upgrade the Citrix Tools for Virtual Machines on Windows Cloud Servers. These tools should only be touched if the Windows server is having issues such as Blue Screen of Death (BSoD), or if support has recommended upgrading the tools.

Warning: Performing the steps in this article incurs network downtime. Therefore, do not perform these steps on a production server, because this causes network disruption and multiple reboots of the server. Instead, you create an image of the production server on which to perform the upgrade.


Before you begin, create a backup of your data from the server by using the Cloud Backup. Create a Cloud Image of the server to retain its configuration. The latest version of the Windows Agent is installed on the production server before beginning this tutorial.

Create a Backup using Cloud Backup

Use the Cloud Backup product to back up all user data. This Cloud Backup instruction covers the installation of the Cloud Backup agent and the configuration of the backup.

Create an image of the production server

  1. Create an image of the production server that needs the upgrades. This can take less than an hour or multiple hours depending on the size of your server’s virtual hard drive. You can find more information about images on the Cloud Images FAQ.

  2. Create a new server by using the image that you created.

  3. Verify that the new server boots properly and that all data and services are intact.

The new server that you created from the image is considered your non-production server. The actions in all of the following sections should be performed on this server.

Upgrade the Rackspace Cloud Servers agent and download the Xenserver Tools 6.5

The upgrade requires an active connection to the internet. Follow these steps to install the Rackspace Cloud Servers agent.

  1. Start a command prompt as an administrator.

  2. In the command prompt, run the following code:

       powershell.exe -NoProfile -NoLogo -InputFormat None -ExecutionPolicy Bypass -Command "iex(New-Object Net.WebClient).DownloadString('http://b2566e7bb4c60838ad8e-2feac036ecfab0eba46621f3ae4943bc.r28.cf1.rackcdn.com/latest/Update-Xentools.ps1')"

    Your output should be similar to the following:

       Info  :: STEP 1 => Update the Nova Agent
       Info  :: Starting the Agent Upgrade to version
       Warn  :: RackspaceCloudServersAgent RackspaceCloudServersAgentUpdater is stopped
       Info  :: Downloading the AgentService_1.3.1.1.zip
       Info  :: Downloaded Successfully AgentService_1.3.1.1.zip in  C:\Windows\Temp
       Info  :: Downloading the UpdateService_1.3.1.1.zip
       Info  :: Downloaded Successfully UpdateService_1.3.1.1.zip in  C:\Windows\Temp
       Info  :: Renaming Agent to
       Info  :: Renaming AgentUpdater to
       Info  :: Unzipping AgentService.zip to Agent)
       Info  :: Creating the Directory C:\Program Files\Rackspace\Cloud Servers\Agent
       Info  :: Unzipping UpdateService.zip to AgentUpdater
       Info  :: Creating the Directory C:\Program Files\Rackspace\Cloud Servers\AgentUpdater
       Info  :: Cloning the AgentLog from Agent1.3.0.1 to Agent
       Info  :: Removing AgentService_1.3.1.1.zip and UpdateService_1.3.1.1.zip
       Info  :: Restarting the Agent and AgentUpdater services
       Info  :: STEP 1 => DONE!!!
       Info  :: STEP 2 => Download the latest XenServer Tools on the Server
       Info  :: Downloaded Successfully xs-tools-6.5.0-20200.zip in  C:\rs-pkgs
       Info  :: Creating the Directory C:\rs-pkgs\xs-tools-6.5.0-20200
       Info  :: STEP 2 => DONE!!!
       Info  :: ***************************************************************************************
       Info  :: STEP 3 => Before executing the installation of the Xenserver Tools,
                          YOU MUST CREATE A SNAPSHOT OF YOUR SERVER using the Control Panel
                          The Snapshot will allow you to recover your server if the installation fails.
                          Once you are done with This Step 3, Start the installation at STEP 4
       Warn  :: STEP 4 => Execute the Xenserver tools Installer.
                          Before you execute the installer, connect to the Console of the server
                          in the Control Panel, because the server will reboot few times on its own.
                          You will loose network access and Remote Desktop will fail
                          until the installation is completed.
                          Execute:  C:\rs-pkgs\xs-tools-6.5.0-20200\install.bat

Upgrade to XenServer Tools 6.5 on the new non-production server

Note: The following steps must be performed via the console and not RDP, as network connectivity will be interrupted. As an alternative to Java, there are several ways to generate NoVNC (HTML5) console URLs.

Access the non-production server’s Java console through the Cloud Control Panel.

  1. Log in to the Cloud Control Panel.

  2. In the top navigation bar, click Select a Product > Rackspace Cloud.

  3. Select Servers > Cloud Servers.

  4. On the Servers page, click the gear icon next to the server’s name and then select Emergency Console.

To send API requests, use cURL from the command line, use the browser plugin of your choice, or login to Pitchfork with your Rackspace username and API key. Prior to sending the API call, be sure to change the console_type to, “novnc”. The response contains the URL to the console. Copy and paste the link into a new browser tab. Note that these URLs expire after about 10 minutes, and if the console is not in use, the session is disconnected.

From the emergency console, run the following commands:

  1. Start a command prompt as an administrator.

  2. In the command prompt, run the following code:

  3. The server automatically restarts several times, but may need to be manually rebooted if requested by Windows. Log back in using the console after each reboot and follow any Windows prompts. Allow Windows to automatically detect and install the needed drivers if requested by the driver software installation dialogue box.

  4. After the installation is complete, there may be a final device which drivers can not be detected, or installed for in Windows Server 2008. This device is known as a vm_gen_counter, and is not supported in Windows until Server 2012. More information can be found in the following article about VM-Generation ID.

  5. Ping the server’s IP address from a remote location to confirm that the network is working.

  6. If the server’s network is not working, or the network configuration does not seem correct, it may be necessary to reset the network manually. This can be accomplished by sending the resetnetwork action to the servers API.

Warning to RackConnect v2 Customers: Manually resetting the network of a server by using the API re-enables the server’s public interface, and possibly removes the default route to your RackConnect Gateway. We advise customers with a RackConnect configuration to reach out to Rackspace support for help if having network connectivity problems after an upgrade of the Citrix Tools.

Performing a Network Reset

To reset the server’s network via the API, please login to Pitchfork with your Rackspace username and API key. Issue the, Reset Network call using the server UUID.

To reset the server’s network by hand, find the directory *C:\rs-pkgs* where separate text files exist that contain the IP configuration, and routing information that was present before upgrading the Citrix Tools.

Decide which server to keep

After performing the preceding steps on the new, non-production server, decide whether to use the new server as your production server, or continue using the original production server from which you made the new image. This section explains your options.

Option 1: Use the new server as the production server

Now that the new server contains the updated Citrix Tools for Virtual Machines and Rackspace Cloud Servers agent, it might be close to ready for production use.

You can delete the original server and continue using the new server as your production server. This option is usually the quickest and easiest option.

One notable caveat to this option is that the IP address on the new sever is different from the IP address of your original production server. The original server’s IP address cannot be transferred to the new server. This issue can be mitigated if Cloud Load Balancers has been in use with your original server. If you were using load balancers, simply remove the original server (node) from the load balancer, and then add the new one.

Before deleting the original server, ensure that all important data has been properly restored to the new server. This includes any data that may reside on an ephemeral disk drive that is not included in the image of the original server. If you are not sure what an ephemeral drive is, the Rackspace Core Infrastructure User Guide. If you are still uncertain, please contact Rackspace support for further guidance.

If the original server does have ephemeral storage, you can migrate the data to the new server in a number of ways. If both servers have a service network IP address, you can use the file sharing built into Windows. Alternatively, you could use FTP, FTPS, or our Cloud Backup agent for cloud servers, which can be installed on both Windows and Linux instances.

You can also transfer data between servers by adding Cloud Block Storage to the original server. You create a volume and attach it to the original server, copy the data that you need to the volume, detach the volume from the original server, and then attach the volume to the new server where the ephemeral drive had been mounted before, for example, D:. The following articles can help you get started:

If you decide to use this option one, we recommend taking a final image of the server which can be used as a base image to create new servers, or to rebuild your current server.

Option 2: Perform installation steps on orginal production server

You can perform all of the installation steps on the production server during a planned maintenance window. The server retains its original IP address.

After installing the Citrix Tools on the non-production server, you should have a better understanding of how long your maintenance window should be.

Before you start this process a second time, on the production server, we recommend that you have proper backups, preferably both an image of the server and backups of all important content on the server. Although the previously built new server should still be accessible and contain a nearly identical root file system of the original server, multiple backups allow you to use the Cloud Backup agent, which can be installed on both Windows and Linux cloud servers.

You can delete your new non-production server once the maintenance window has been complete.

Option 3: Rebuild the original production from an image of the new server

You can rebuild the original production server from an image of the new server. The server retains its original IP address.

Of all three options, this option takes the longest amount of time. The length of time depends on how large your new non-production server’s virtual hard drive is.

Warning: If you choose this option, we recommend that you create the proper backups as outlined in Option 2. Rebuilding a server destroys all of the data on the original server and installs the image that you select.

  1. In the Cloud Control Panel, create an image of your new non-production server and wait for the image to build.

  2. In the Cloud Control Panel, navigate to the original server’s detail page. Underneath the server’s UUID, click Rebuild.

  3. In the pop-up dialog box that appears, click the Saved tab to view your saved image and then select the image you created in step 1.

  4. Click Rebuild Server.

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