Support and Troubleshooting

If you encounter a problem installing or using the Software Client for macOS, 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, diagnostic data, and system information that helps the team diagnose problems.

To create a support file:

1. Open a terminal window.

2. Launch the support bundler:

   /Applications/PCoIPClient.app/Contents/Resources/pcoip-client-support-bundler $USER 
   

where,

$USER is the environment variable that represents the username of the current user.

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

Finding the Client Version

You can find your Software Client for macOS 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.