Summary

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

The host session health check is compatible with HP Anyware Standard Agent and the HP Anyware Graphic Agent.  Sequence diagrams that provide details on the message exchanged are described here.

Host Session Diagnostics Summary

Host Session Diagnostics Details

Initiate session ("Hello" and  "Hello-resp")

Shows when a session establishment is initiated.   The diagnostic returns:

Data Collected:

Implementation Details:

Category:

This diagnostic is checked at pre-session phase.  

Implementation Steps:

• Step 1:   Find the "Hello" message being sent out. See log pattern (a)

Time Period:

• The diagnostic starts time and end time is associated with Step 1. 

Example (a) Hello Message

LVL:2 RC:   0          AGENT :   Received hello command!

Session authentication ("authenticate" and "authenticate-resp")

Shows the results of the host session authentication phase.     The diagnostic returns:

Data Collected:

Corrective Actions (if diagnostic does not pass)

Implementation Details:

Category:

This diagnostic is checked at pre-session phase.  

Implementation Steps:

• Step 1:   Find the "Authenticate" message being received by the host. See log pattern (a). 
• Step 2:   Find the "Authenticate" message being processed by the host.  See log pattern that shows success (b) or failure (c)
• Timeout:  Step 2 must be within 5 seconds of Step 1.  

Time Period:

• The diagnostic starts time is associated with Step 1. 
• The end time is associated with Step 2.    

If the authenticate steps fails, then the authentication systems are not setup correctly, or the authentication check took to long to complete on either the connection manager or the remote host.

1. Ensure the username, password and domain name is correct.
2. Ensure the user information is part of the AD domain identified in the test results.

Example (a)  Authenticate Message received.

LVL:2 RC:   0          AGENT : Received authenticate-password command

Example (b)  Authenticate Message processed.

LVL:2 RC:   0          AGENT : Received allocate-resource command.

Example (c) authenticate Message did not succeed 

LVL:1 RC:-500           AGENT :Failed to get SID for user t*****1
LVL:1 RC:1326           AGENT :LogonUser failed: username: t*****1, domain: t*****a
LVL:2 RC:   0           AGENT :Failed to authenticate user 't*****1' with domain 't*****a'

Resource Allocation

Shows if the session that is being requested is a brokered connection or a direct connection.  The diagnostic returns:

Data Collected:

Corrective Actions (if diagnostic does not pass)

Implementation Details:

Category:

This diagnostic is checked at pre-session phase.  

Implementation Steps:

• Step 1:   Find the "get-resource-list" message. See log pattern (a). 
• Step 2:   Find the "Allocate-Resource" message.  See log pattern (a) 
• If both step1 and 2 find the expected message then it is a "direct connect" session.
• If the get-resource-list is not found but an allocate-response message is found, then it is a "brokered" session.
• If a get-resource-list is found and a allocate-response message is not found, then the diagnostic should be marked as a Failed.
• Timeout:  Step 2 must be within 5 seconds of Step 1.  

Time Period:

• The diagnostic starts time is associated with Step 1. 
• The end time is associated with Step 2.    

If the authenticate steps fails, then the authentication systems are not setup correctly, or the authentication check took to long to complete on either the connection manager or the remote host.

1. Ensure the username, password and domain name is correct.
2. Ensure the user information is part of the AD domain identified in the test results.

Example (a) get-resource-list Message

LVL:2 RC:   0          AGENT :   Received get-resource-list command.

Example (b) allocate-resource command Message

LVL:2 RC:   0          AGENT :   Received allocate-resource command.

Prepare Host ("Allocate-resource" followed by a Starting PCoIP session indications)

Shows if the host is prepared to accept the connection.   The diagnostic returns:

Data Collected:

Received get-resource-list command; Starting PCoIP session. 

Corrective Actions (if diagnostic does not pass)

Implementation Details:

Category:

This diagnostic is checked at pre-session phase.  

Implementation Steps:

• Step 1:   Find the "Allocate-Resource" message.  See log pattern (a) 
• Step 2:   Find the "PCoIP Session Started" message.  See log pattern (b) 
• Timeout:  Step 2 must be within 5 seconds of Step 1.  

Time Period:

• The diagnostic starts time is associated with Step 1. 
• The end time is associated with Step 2.    

Example (a) allocate-resource command Message

LVL:2 RC:   0          AGENT :   Received allocate-resource command.

Example (b) allocate-resource response Message

LVL:2 RC:   0          AGENT :   Starting PCoIP session. 

No Response from RADIUS Server

Shows if the client is failed to establish a the connection.   The diagnostic returns:

Data Collected:

LVL:2 RC:   0          BROKER :XML:       <result-str>Timeout: No Response from RADIUS Server.</result-str>

Corrective Actions (if diagnostic does not pass)

Checkout license ("checkout-license", "checkout-license-resp")

Shows if a license was successfully acquired for the session.  The diagnostic returns:

Corrective Actions (if diagnostic does not pass)

Implementation Details:

Category:

This diagnostic is checked at session phase.  

Implementation Steps:

• Step 1:   Find the "license acquired" message.  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) of a successful license acquisition when using the Cloud licensing service. 

The XXXXXXXXX will be your license server id that is located in the cloud. The log events are found the pcoip_agent log:

LVL:2 RC:   0           AGENT :License acquired; source: https://teradici.compliance.flexnetoperations.com/instances/XXXXXXXXXX/request; time: 2.88 s; origin: registration; remaining: 165 days;

Example (b) of a successful license acquisition when using a local license server.  

The log events are found the pcoip_agent log:

LVL:2 RC:   0           AGENT :License acquired; source: http://192.168.0.23:7070/request; time: 0.70 s; origin: local-settings; remaining: 290 days;

Example (c) of a unsuccessful license acquisition when licensing not configured.    

The log events are found the pcoip_agent log:

The log events are found the pcoip_agent log:

LVL:2 RC:   0           AGENT :Could not launch a remote session because there are no configured license servers
LVL:2 RC:   0           AGENT :License denied

Example (d) error logs

: Powershell command stderr: Cloud License Server: fail, no licenses were available from 'https://teradici.compliance.flexnetoperations.com/instances/XXXXXXXXXX/request'; No license available.; 

Example (e) if licensing is configured to use either Cloud or Local Licenses but no licenses are found. 

The entry will be found in the control panel log.

: Powershell command stderr: Cloud License Server: fail, no licenses were available from 'https://teradici.compliance.flexnetoperations.com/instances/XXXXXXXXXX/request'; No license available.; 

Accept Payload 

Shows the result of the client/host establishing the TCP/UDP connection over port 4172.  The diagnostic returns: 

Corrective Actions (if diagnostic does not pass)

Implementation Details:

Category:

This diagnostic is checked at session phase.  

Implementation Steps:

• Step 1:   Find "start session" item.  See log pattern (a)
• Step 2:   Find the TCP message.  See log pattern (b)
• Step 3:   Find the UDP message.  See log pattern (c)
• Timeout:  Step 3 must be within 5 seconds of Step 1.  

Time Period:

• The diagnostic starts time is associated with Step 1. 
• The end time is associated with Step 3.   

Example (a) Item to look for to start the accept Payload diagnostic. 

LVL:2 RC:   0           AGENT :Starting PCoIP session.

Example (b) TCP-Handshake response received

LVL:2 RC:   0           SCNET :(scnet_open_accepted_socket): Server accepting connection from 10.12.34.151:54039.
LVL:2 RC:   0           SCNET :(scnet_open_accepted_socket): Server connecting on address 10.0.158.40:4172.

Example (c) UDP-Invite responses received

LVL:1 RC:   0           AGENT :transition from CONNECTING --(CONNECTION_COMPLETE [102])--> CONNECTED

Disconnect session

Shows when and why a host disconnects from a PCoIP session.   The note provided will explain how to interpret the disconnect cause.

Data Collected:

Cause: X

Implementation Details:

Category:

This diagnostic is checked during the session phase.  

Implementation Steps:

• Step 1:   Find the disconnect message. See log pattern (a)

Time Period:

• The diagnostic starts time and end time is associated with the log found in Step 1.

When a PCoIP session disconnects, it is logged so that any spontaneous disconnects can be addressed and fixed.  The diagnostic will provide a note on how to analyze the disconnection cause

Example (a) Disconnect Message (Host)

LVL:2 RC:   0 TBD

Monitor Power Saving mode 

Indicates whether power saving mode for the weather monitor is enabled or disabled 

Data Collected:

Implementation Details:

Category:

This diagnostic is checked at session phase.  

Implementation Steps:

• Step 1:   Find the "Monitor power saving mode" status message being sent out. See log pattern (a)

Time Period:

• The diagnostic starts time and end time is associated with Step 1. 

Example (a) Monitor power saving mode status message

 LVL:2 RC:   0     SERVER :>>>>> Monitor power saving setting is changing

Corrective Actions (if diagnostic does not pass)

Reference URL: what-do-i-need-to-know-about-power-management

Mac Accessibility Permissions

Data Collected:

LVL:1 RC:-500          SERVER :start server: Failed to initialize mouse and keyboard input. Check 'Accessibility' permission is granted in System Preferences > Security & Privacy > Privacy

Corrective Actions (if diagnostic does not pass) 

Mac Screen Recording Permissions

Data Collected:

 LVL:0 RC:-500    VIDEO_DRIVER :display stream video head 0x7fb902176270: Display stream creation failure. Check "Screen Recording" permission is granted to Anyware Agent Helper in System Preferences > Privacy & Security > Privacy 

LVL:1 RC:-500    IMG_FRONTEND :<FE_ERROR_TRACE> (0x70000e670000): Failed to start display stream, Check "Screen Recording" permission is granted to Anyware Agent Helper in System Preferences > Privacy & Security > Privacy

Corrective Actions (if diagnostic does not pass) 

Mac Local Network Permissions

Data Collected:

LVL:2 RC:  0  AGENT :ConnectionClosed message received (22) 

LVL:2 RC:  0  AGENT :monitor thread: connection_closed: SOFT - ConnectionClosed due to PCOIP_AGENT_CLOSE_CODE_NETWORK_INTERRUPTION(3):(0)

Corrective Actions (if diagnostic does not pass)