Host Display Health Check - Diagnostics and troubleshooting guide

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September 16, 2021

Last modified: 09/03/2023, 6:06 pm

Knowledge Base Article Diagnostics Display HP Anyware Remote Workstation Card

Summary

To receive a detailed host diagnostic report, create a host agent 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. 

Host health checks are available for HP Anyware Standard Agents and HP Anyware Graphic Agents.

 

Display Diagnostics Summary

Phase           Host with HP Anyware
          Standard Agent		 Host with HP Anyware
Graphic Agent
Install
Session


Display Diagnostics Details

Video Controller Type

Shows all display adaptors available on the host.  The diagnostic returns:

Pass:
A basic display adaptor is found (HP Anyware Standard Agent) |  A GPU display adaptor is found (HP Anyware Graphic Agent)
Fail:
No display adaptor is found | No compatible display adaptor is found 

 

Data Collected:

Video Controller: Microsoft Basic Display Adapter
Video Controller: NVIDIA GRID T4-4Q

 

Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
No Display Adaptor found:
  • Display adaptor cannot be found
Consult the OS and ensure a display adaptor is installed.
HP Anyware Standard Agent: Incompatible Adaptor 
  • A basic display adaptor cannot be found 
  • A GPU display adaptor is available
Install a basic display adaptor 
-or-
Un-install the standard agent and install the HP Anyware graphic agent. 

HP Anyware Graphic Agent: Incompatible Adaptor:

  • A basic display adaptor can be found 
  • A GPU display adaptor is not available

Install a NVIDIA or AMD GPU display adaptor or
-or-
Un-install the graphic agent and install the HP Anyware standard agent. 

 

Implementation Details:

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1:   Find first Display adaptor. See log pattern (a) or (b)
  • Step 2:   Find next Display adaptor.  See log pattern (a) or (b)
  • Step 3:   ....
  • Step N:  Find last Display adaptor.  See log pattern (a) or (b)
  • Timeout: Step N should be within 5 seconds of step 1.

 

Time Period:

  • The diagnostic starts at step 1 and ends at step N.   
  • If no adaptors can be found, the start and end time stamps are set to the start of the diagnostic period.  In this case, the diagnostic should be marked as failed

 

Example (a): Host logs (graphic agent) GPU info is in the PCoIPSupport_Log file in Windows:

==================================================
Video Controller Information:
--------------------------------------------------
Video Controller: Microsoft Basic Display Adapter
CurrentHorizontalResolution: 1920
CurrentVerticalResolution: 1200
InstalledDisplayDrivers: 
DriverVersion: 10.0.19041.1
VideoModeDescription: 1920 x 1200 x 4294967296 colors
VideoProcessor: SeaBIOS VBE(C) 2011
Video Controller: NVIDIA GRID T4-4Q
CurrentHorizontalResolution: 1792
CurrentVerticalResolution: 1075
DriverVersion: 27.21.14.5277
VideoModeDescription: 1792 x 1075 x 4294967296 colors
VideoProcessor: GRID T4-4Q

 

Example (b): Host logs (graphic agent) GPU info is in the PCoIPSupport_Log file in Linux:

TBD

 

Display Driver Version

Shows the display driver version installed.
Validates if it is a certified version.
Validates if it is fully licensed (if using GRID).

On a host with a HP Anyware Standard Agent installed, the diagnostic returns:
Pass:
A basic display adaptor is found. 
Fail:
A basic display adaptor is not found. 
On a host with a HP Anyware Graphic Agent installed, the diagnostic returns:
Pass:
A  GPU display adaptor is found & version is certified & if NVIDIA GPU is GRID, a NVIDIA license is found.
 Warning: The GPU display adaptor version found is not certified for use with PCoIP
Fail:
A Display Adaptor is not found | NVIDIA GRID GPU is not licensed

 

Data Collected:

Display Driver Adaptor: Name (i.e. T4, M4, etc.)
Driver Version: X.X (Certified | not Certified)
License: Installed | Not Required | Not Installed> 

 

Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Display Driver Adaptor not found Consult the OS and ensure a display adaptor is installed.

GPU driver is not certified:

Using a non-certified GPU driver can cause poor performance and black screens to be experienced

To fix reinstall the display driver with a certified driver:

More Info? See Why does HP Anyware specify a Nvidia and AMD driver for use with the PCoIP Graphics Agent?.

GPU driver is not licensed:

Using a non-license GRID GPU driver will limit resolution choices.  Multi-monitor support will not be available.

If using a GRID based NVIDIA card, a GRID "Workstation" license is required.  Without this license, high resolutions will not be possible and the topology will be limited to 1 display.  See here for an overview of NVIDIA Licensing options.

To fix follow these instructions: Cannot connect to multiple monitors when using NVidia GRID GPU.

​​​

Implementation Details

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1.   Display Driver Name
    • HP Anyware Standard Agent -? Look for standard driver.  See log patterns (c)
    • HP Anyware Graphics Agent -? Look for a display adaptor from NVIDIA or AMD is found.  See log patterns (a) or (b) 
  • Step 2.  Is the driver certified for PCoIP?
    • If it is a NVIDIA or AMD GPU, check it version against the list of supported versions listed in the admin guide.
    • If it is a HP Anyware standard version, HP Anyware PCoIP WDDM driver then it is certified.
  • Step 3.  Is a license required?
    • Determine if the NVIDIA card is If License Status = "Licensed" then 
      • If the product name contains A1000, A40, A30, A16, A10, V100, T4, P100, P40, P6, P4, M60, M10 or M6 then a license is required
        • Check to see if there is a NVIDIA license with the name Workstation. 
        • See log pattner (f).  If license is found then mark as "Installed" otherwise "Not Installed"
      • If produce name is not one of the above items, then mark license as not required. 
  • Timeout: Step 1b should be within 3 seconds of step 1.

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1a or 1b.     

 

Example (a): Host logs (graphic agent) showing NVIDIA installed display driver:

LVL:2 RC:   0    VIDEO_DRIVER :Detect NVIDIA driver version: 45239; branch: r452_35

 

Example (b): Host logs (graphic agent) showing AMD installed display driver:

LVL:2 RC:   0    VIDEO_DRIVER :TBD

 

Example (c): Host logs (standard agent) showing installed display driver for Windows:

LVL:2 RC:   0    IMG_FRONTEND :Registered front end video driver BitBLT for adapter Teradici PCoIP WDDM driver

 

Example (d): Host logs (standard agent) showing installed display driver for Linux:

LVL:2 RC:   0    TBD

 

Example (e): Found in PCoIPSupport_Log for NVIDIA GRID adaptors

If using a NVIDIA GPU, the NVIDIA-SMI (System Management Interface Program) provides monitoring and management capabilities for NVIDIA GPU.   
This files is only available for NVIDIA GRID cards.  NVIDIA gaming cards usually do not have this file.  NVIDIA grid also do not need to be licensed.  

==============NVSMI LOG==============

Timestamp                                 : Mon Mar 22 12:35:43 2021
....
GRID Licensed Product
        Product Name                      : Quadro Virtual Data Center Workstation
        License Status                    : Licensed

 

Example (f): could not find the PCoIPSupport_Log

SeDenyInteractiveLogonRight:
User right SeDenyInteractiveLogonRight exists but has no attached groups.
nvidia-smi.exe is unavailable.

 

Resolution fixed?

Shows if the Host machines has been configured to force a specific resolution on the main monitor.  
Option is only available on the HP Anyware Standard Agent.

The diagnostic does not pass or fail.  It instead returns a "note" to alert the user on how this function could impact their deployment.

Note:
The standard agents is configured to force a specific resolution to be display on the main monitor.  The client resolution/topology request will not be used.   If this behavior is not desired, disable the GPO setting to let the client/host negotiate the desired resolution  See the agent admin guide for details on how to enable/disable this setting.

 

Data Collected:

GPO pcoip.host_side_primary_display_topology=800x600

​​​​

Implementation Details

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1:   HP Anyware Standard Agent: Look for GPO being set.   See example (a) 

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a): GPO being set to force a specific resolution

LVL:2 RC:   0    MGMT_ENV :Setting ENV variable[163]: pcoip.host_side_primary_display_topology = 800x600

 

Headless or Deskside?

Shows if the Host machines has been configured to operate headless mode or if it has been configured to operate with monitors attached to the host.  
Option is only available on the HP Anyware Graphic Agent.

The diagnostic does not Pass or Fail.  If always, returns with a Note.  

Note:
Headless mode is used when the workstation is in a data room and only accessed remotely
Deskside mode is used when the host can be access either locally or remotely.

If you are operating in deskside mode (i.e. have monitors attached), then make sure the GPO setting "Restore displays at session end" is enabled.  If this option is not enabled and monitors are attached, you may experience black screens.

If you are operating with a headless host configuration disable the GPO setting "Restore displays at session end". It is also recommend to use a HDMI/DP/DVI virtual monitor dongles on the host if the host is a bare metal machine. 

 

Data Collected:

Host is configured to be headless | Host is configured for Deskside operation

​​​​

Implementation Details

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps

  • Step 1: Look for GPO being set.   See log pattern (a) 

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a): Looking for the GPO setting:

LVL:2 RC: 0 MGMT_ENV :Setting ENV variable[ 86]: pcoip.restore_displays_at_session_end = 1

 

Desktop Installed (Linux)?

Shows the type of desktop installed.  This diagnostic is for the for Linux distributions only.  The diagnostic returns:

Pass:
A Linux desktop was found
Fail:
Desktop package is not installed

 

Data Collected:

KDE Plasma 


Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Desktop not found

If you are using a core or server installations of Linux Operating systems then the desktop environment need to be installed specifically.  .  It is not installed by default on server or core packages.		 Refer to the PCoIP Linux Agent Administrators' guide for your Linux distribution for supported Desktop Environments and the command to install them.

 

Desktop Installed (Linux): ​​​​Implementation Details

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1.   Look for the desktop that is installed.   See log pattern (a) and (b) 

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a): If a desktop is installed the session-launcher logs will contain this line:

LVL:1 RC: 0      TBD 

 

Example (b): If there is no desktop environment available the session-launcher logs will contain this line:

LVL:1 RC: -500      LAUNCHER :receiveMessage: Failed to process launcher request. No desktops installed. Cannot launch a session 

If the logs is seen, it indicates that a desktop environment such as KDE is not installed. 

 

Xorg Server launched (Linux)

Shows if Xorg (X Windows) server is available.  This diagnostic is for the for Linux distributions only.
The diagnostic returns:

Pass:
Xorg is launched
Fail:
Xorg could not be launched

 

Data Collected:

LAUNCHER :launchXorg: launching Xorg

 

Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Xorg not running 

To fix, consult: XOrg, and reinstall the Xorg package.

sudo yum reinstall xorg-x11-server-Xorg

When using the HP Anyware Graphics Edition, make sure you have a compatible GPU and try re-installing the GPU driver. If you type

sudo lsmod | grep nouvea

and you get a result, it means the Nvidia GRID drivers are not installed correctly and need to be re-installed.

.

​​​​

Implementation Details

 

Category:

This diagnostic is checked at install time.  
Once the first diagnostic is displayed, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1:  Confirm that Xorg is launched .   See log pattern (a) and (b). 

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a):Healthy Xorg log file (Xorg log file is /var/log/Xorg.100.log) in PCoIP session launcher logs:

LVL:2 RC:   0        LAUNCHER :launchXorg: launching Xorg 

The Xorg configuration file is customized by the PCoIP Agent and launched as number 100. If the Xorg process is not completing the launch properly it is typically the GPU drivers or the Xorg package being corrupted.

 

Example (b): fatal error like below would be in the /var/log/Xorg.100.log:

(EE) Caught signal 11 (Segmentation fault). Server aborting 

 

Number of display heads?

Shows the number of displays that can be attached to a PCoIP session.  The diagnostic returns:

Pass:
4 display heads are available.  Full topology options are available.
Warning:
Less than 4 display heads are available.  Multi-monitor support will be limited.

 

Data Collected:

0 | 1 | 2 | 3 | 4 


Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Less than 4 display heads available.

If the #of heads is < 4 then it implies that you are using a profile in the driver that is limiting the number of displays that can be attached. 

To fix:

​​​​

Implementation Details

 

Category:

This diagnostic is checked at session time.  

 

Implementation Steps:

  • Step 1.   Confirm that # of display head available .   See log pattern (a).

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a): # of displays adaptors available

LVL:2 RC: 0      Maximum number of video heads available = 4 

 

Non-Accelerated Display

This only applies to PCoIP Graphics Agent for Windows. It shows if the PCoIP Graphic Agent is operating in accelerated mode or non-accelerated mode.  The diagnostic will return and display the following error only if non-accelerated display mode is detected:

Failed:
Problem has been detected on the GPU and the system is now running in non-accelerated mode.

 

Data Collected:

Non-Accelerated

 

Corrective Actions (if diagnostic does not pass)

Root Cause Remedy

Non-Accelerated display is active.
Results in lower performance as the CPU
is being used to encode/decode.

Do the following to correct/fix:

  1. Check the GPU driver to ensure a certified display driver is installed.
  2. If there is a host monitor attached then the host need to be configured to operate in Deskside mode. 
    • Enable the GPO setting "Restore displays at session end".  
  3. If the host is operating in headless mode (typical scenario), then make sure the GPO setting "Restore displays at session end" is disabled.  
  4. If the above 3 steps do not address the problem, try Reseating and resetting the GPU.  
  5. If the above items do not solve the issue, raise a case and send the logs to HP  Anyware for further analysis.

 ​​

Implementation Details

 

Category:

This diagnostic is checked at session time.  
Once the first diagnostic is displayed in the session, subsequent matches should only be displayed if the value changes from the previous displayed value.

 

Implementation Steps:

  • Step 1.   Make sure the GPU driver is being used.   See log pattern (a) to look for non-accelerated mode.

 

Time Period:

  • The Time Period for both the start and end of the diagnostic is the time found for step 1.  

 

Example (a): Host logs (graphic agent) that is is using BitBLT (non-accelerated display driver):

LVL:2 RC:   0    IMG_FRONTEND : > Source ID 0 -> Sink ID 0 | Driver: BitBLT , Adapter NVIDIA Quadro RTX 4000 Display \\.\DISPLAY1 - 1920 x 1200

 

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:
Client and Host request are the equivalent or within a 100 pixels of being equivalent.  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)

Scenarios when the host may not be able to deliver the client requested resolution or topology:

  • If the host has defined NVIDIA profiles setup that limit the host resolutions to specific resolutions. For example, if the host profiles limit resolutions to 1920x1080 or lower then if a client requests 3840 x 2160, the host will only deliver 1920 x 1080 to the client.
  • If the host has only 3 display adaptors available, then a client requesting a quad monitor setup will result in the first 3 monitors being setup correctly and the 4th monitor would be left with a black screen.
Root Cause Remedy
If using GRID, it may not be licensed, therefore limiting topology options.

Corrective Action: Add NVIDIA Licensing
GPO setting may be forcing resolutions to a single specific resolution. Warning: Resolutions negotiations are disabled.
Graphics Agent use GPUs that may have built-in profiles that limit resolutions.   Consult GPU documentation to determine the displays and resolutions supported by the GPU. 
The host OS may be setup or misconfigured to limit resolutions or topologies. Consult the OS display adaptor settings to configure resolution and topology options. 

​​​​

Implementation Details

 

Category:

This diagnostic is checked at session time.  

 

Implementation Steps:

  • Step 1.  Find Client Topology Request for first display See log pattern (a)
  • Step 2.  Find Host response for first display.  See log pattern (b)
  • Step 3.  Find Client Topology Request for second display.   See log pattern (a)
  • Step 4.  Find Host response for second display.  See log pattern (b)
  • Step 5.  Find Client Topology Request for third display.   See log pattern (a)
  • Step 6.  Find Host response for third display.  See log pattern (b)
  • Step 7.  Find Client Topology Request for forth display.   See log pattern (a)
  • Step 8.  Find Host response for fourth display.  See log pattern (b)
  • Timeout: Step 8 should be within 3 seconds of Step 1.

 

Time Period:

  • The Time Period for the start of the diagnostic is the first client request found.  The end time for the diagnostic is the last response from the host.    
  • If a matching host response cannot be found, then the diagnostic be marked as failed.

​​​

Example (a): Graphics/Standard agent showing the requested client resolution/topology and the final host agent resolution/topology setting:

LVL:2 RC:   0    IMG_FRONTEND :Topology requested: Sink ID: 0, primary: 1, position: (0, 0), resolution: (1920, 1200), rotation #: 0, refresh: 60
LVL:2 RC:   0    IMG_FRONTEND :Pushing topology: Source ID: 65539, primary: 1, position: (0, 0), resolution: (1920, 1200), rotation #: 0, refresh: 60
LVL:2 RC:   0    IMG_FRONTEND :The front end is now providing 1 pixel source

 

Example (b): Remote workstation agent showing the client request and final host agent resolution selected:

LVL:2 RC: 0 MGMT_IMG:(cfg_ack_process): Client requests port 0 topology as 1920x1080 (0,0), rotation (0)
LVL:2 RC: 0 MGMT_IMG:(dmt_create): Sending port 1 timing as 1920x1080 @ 60 Hz
LVL:2 RC:   0    IMG_FRONTEND :The front end is now providing 1 pixel source