Client Display Health Check - Diagnostics and troubleshooting guide
Summary
To receive a detailed client diagnostic report, create a client support/log file bundle and then submit this bundle to the PCoIP health check tool. Once the files are submitted, it will take 5-10 minutes to produce a detailed report. The report will be sent to your registered e-mail address.
Client health check are available for Zero Clients and PCoIP Software Clients (Mac, Windows and Linux). An example report is provided below:
Client Display Diagnostics Summary
Phase | Software Client | Zero Client | |||
|
|||||
|
*Diagnostic defined but not yet implemented or partially implemented.
Details
Monitors detected
Shows the monitors that are detected by the operating system at boot up.
Pass: | Client Monitors detected |
Warning: | Client monitors unknown |
Data Collected:
MGMT_DESKTOP :Port 1 connected. Name LG HDR QHD, serial 336160 | MGMT_DESKTOP :Port 2 disconnected |
Corrective Actions (if diagnostic does not pass)
Root Cause | Remedy | |||
|
Implementation Details:
Category:
This diagnostic is checked at install and session time.
Implementation Steps:
- Step 1: Find monitor. See log pattern (a) or (b)
Time Period:
- The diagnostic starts time is associated with Step 1. The end time is associated with Step 1.
Example (a): Monitors detected by a Windows, Linux and Mac software client :
Install time
TBD
Session time
LVL:2 RC: 0 MGMT_DESKTOP :Port 1 connected. Name HP Z27n, serial CNK7290JD8 LVL:2 RC: 0 MGMT_DESKTOP :Port 2 connected. Name HP Z27n, serial CNK6110J39 LVL:2 RC: 0 MGMT_DESKTOP :Port 3 disconnected. LVL:2 RC: 0 MGMT_DESKTOP :Port 4 disconnected.
Example (b): Monitors detected by a Zero Client:
*************************** Attached Devices *************************** Monitor Port 1: ... Native Resolution: 1680x1050 @ 60 Hz Current Resolution: 1680x1050 @ 60 Hz
Display Mode: (Full Screen vs Windowed Mode)?
Shows if the client is operating in windows mode or desktop mode.
Data Collected:
Windowed Mode | Fullscreen Mode |
Implementation Details:
Category:
This diagnostic is checked during a session.
Implementation Steps:
- Step 1: Find monitor. See log pattern (a) or (b)
Time Period:
- The diagnostic starts time is associated with Step 1. The end time is associated with Step 1.
Example (a): software client in full screen mode:
LVL:2 RC: 0 MGMT_DESKTOP :mgmt_desktop_mode_set: Setting desktop mode to Fullscreen.
Example (b): software client in windows screen mode
LVL:2 RC: 0 MGMT_DESKTOP :mgmt_desktop_mode_set: Setting desktop mode to Windowed
Resolution Negotiation?
Shows the results of the resolution and topology negotiation between the client and the host.
The client will request a specific resolution and topology at the start of the session or
whenever the user requests a change in topology or resolution.
The diagnostic returns:
Pass: | Host provided the expected resolution. The host may make a very small adjustment (less than 100 pixels) to optimize the GPU pipeline. |
Warning: | If host provides a resolution or topology that is different than what the client requested. |
Fail: | If host fails to provide a resolution/topology response. |
Data Collected:
Client (D1): "w" x "h" @ x, x, rotation x Host (D1): "w" x "h" @ x, x, rotation x Client (D2): "w" x "h" @ x, x, rotation x Host (D2): "w" x "h" @ x, x, rotation x Client (D3): "w" x "h" @ x, x, rotation x Host (D3): "w" x "h" @ x, x, rotation x Client (D4): "w" x "h" @ x, x, rotation x Host (D4): "w" x "h" @ x, x, rotation x |
Corrective Actions (if diagnostic does not pass)
Root Cause | Remedy | |||
|
Implementation Details:
Category:
This diagnostic is checked at Session time.
Implementation Steps:
- Step 1: Find client request for main monitor. See log pattern (a) or (c)
- Step 2: Find host response for main monitor. See log pattern (b) or (d)
- Step 3/4: Client request/response for 2nd monitor (if used). See log pattern (a/c) & (b/d)
- Step 4/5: Client request/response for 3rd monitor (if used). See log pattern (a/c) & (b/d)
- Step 5/6: Client request/response for 4th monitor (if used). See log pattern (a/c) & (b/d)
- Timeout: All steps must be within 3 seconds of Step 1.
Time Period:
- The diagnostic starts time is associated with Step 1. The end time is associated with last step..
Example (a): Software client initial request for a specific resolution/topology.
LVL:2 RC: 0 MGMT_DESKTOP :mgmt_desktop_service_topology_request: Display 0 requested 2560x1440 @ 0, 0, rotation 0
Example (b): Software client received host response and created the specific resolution/topology:
LVL:2 RC: 0 CLIENT :tera_pcoip_client_create_topology_mapping_v2(): Map (0,0)-> client display 0 w:2560 x h:1440 rotation=0
Example (c): Zero client initial request will be based on locally attached monitors resolution
LVL:2 RC: 0 LOCAL_CURSOR:Display0: w=1920 (dmt=1920) h=1200 (dmt=1200) x=0 y=0 rot=0
Example (d): Zero client received host response and created the specific resolution/topology:
LVL:2 RC: 0 MGMT_IMG:Received async topology update to res:1920x1200, orig:0,0, rot:0 for port 1.