Support and Troubleshooting

If you encounter a problem installing or using the Software Client for Windows, 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 using Windows:

1. From the Windows start menu, select Anyware Client Support Bundler.
2. Run the bundler as an administrator.
3. Click Yes if the User Account Control panel appears.

To create a support file using PowerShell:

1. Open a PowerShell command prompt.

2. Set the PowerShell execution policy to enable the script to run:

   Set-ExecutionPolicy -Scope Process -ExecutionPolicy Bypass
   

3. Launch the support bundler:

   & 'C:\Program Files (x86)\Teradici\PCoIP Client\bin\pcoip-client-support-bundler.ps1'
   

The support file will be created and placed in $env:ProgramData\Teradici\Support</samp>. A new File Explorer window will open with the generated support file selected.

Finding Your Client Version

You can find your Software Client for Windows 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.