Support and Troubleshooting

If you encounter a problem installing or using the Software Client for Linux, there are a number of troubleshooting and support resources you can access.

• We maintain an extensive knowledge base which answers many questions and documents solutions to common problems. The knowledge base is part of the Knowledge Center; click on the Articles tab to access it, or enter a search query in the search field at the top of the page.

• We host a community forum, allowing you to ask questions and get answers from other IT professionals and our support team, which monitors this channel. The forum is part of the Knowledge Center; click on the Discussions tab to access it.

• If you need more help, open a support ticket and our support team will engage with you directly.

Creating a Support Bundle

Our support team may request a support bundle from you. The support file is an archive containing logs, diganostic data, and system information that helps the team diagnose problems.

To create a support bundle:

1. Open a terminal window.

2. Launch the support bundler utility:

   pcoip-client-support-bundler
   

The support bundler will collect diagnostic information and logs, and bundle them into a .tar.gz archive in your /tmp/ directory. Support bundle files look like this: supportbundle-client-2021-04-21T21212112Z.tar.gz.

Troubleshooting Client Crashes

When troubleshooting issues involving a client crash, system crash dumps are extremely helpful. Some systems may not have crash dumps enabled; if this is the case, you must enable it in order to capture the crash data.

Crash dumps are disabled by setting the size limit to 0. To check if there is a limit on the size of core dumps use the ulimit command:

ulimit -c

The response will indicate the limit on core dumps. If the response is 0, it indicates that core dumps are disabled (limited to a size of zero blocks), and you must enable core dumps.

If required, enable crash dumps by setting the limit to unlimited:

ulimit -S -c unlimited pcoip-client

Then, reproduce your issue and collect the support bundle. After completing this sequence, reset the crash dump setting to its previous level (this example will set it to zero, or disabled):

ulimit -S -c 0

Finding Your Client Version

You can find your Software Client for Linux version number from the pre-session interface, or, if you're already in a session, from the client menu bar.

• Pre-session: If you are not in a session:

  1. Click the Info icon in the top left of the client interface. The Anyware Client | About pop-up dialog appears displaying version information.

• In-session: If you are in a session:

  1. Find or reveal the client menu bar

  2. Select Anyware Anyware Client > About Anyware Anyware Client.

  3. Find the version number in the information window that appears.