PCoIP Connection Manager Health check - Diagnostics and troubleshooting guide

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September 22, 2023

Last modified: 09/25/2023, 8:54 am

Knowledge Base Article Troubleshooting Diagnostics HP Anyware

Summary

To receive a detailed PCoIP Connection Manager diagnostic report, create a PCoIP Connection Manager 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.  

 

PCoIP Connection Manager Diagnostics Summary

 

Phase Diagnostic   
Install


PCoIP Connection Manager Report
PCoIP Connection Manager Type
PCoIP Connection Manager Version
Operating System

 Shows:
  • time period and coverage of the report
  • the type of PCoIP Connection Manager being used
  • the version of the PCoIP Connection Manager
  • the OS version and its name and IP address

 

 

PCoIP Connection Manager Report Timeline

 Shows the time period that the report covers including the session ids and the time zone used.  The diagnostic returns:

Pass: Logs were found
Fail: Logs were not found.

Data Collected:

Session: <X>, <Y>, <Z>.  Time showing local timezone of the server [UTC+/-offset]

Implementation Details:

Category: 

This diagnostic is checked at install time.  
The diagnostic is the always the first item in the report.

 

Implementation Steps:

  • Step 1: Find all the files in PCoIP Connection Manager support bundle (files\) folder.  
  • Timeout: Not Applicable.

 

Time Period:

  • The diagnostic start time is the log timestamp in the first line of the first file that is in scope.  See example (a)
  • The diagnostic end time is the log timestamp in the last line of the last file that is in scope.  See example (b)

Example (a) find the start time: First line of the oldest file in scope.

time="2022-08-05T11:47:02-04:00" level=info msg="Starting PCoIP Connection Manager Setup" version="\nVersion:\t22.07.0 \nBuild date:\t2022-07-05 \n"

Example (b) find the end time: Last line of the newest file in scope.

time="2022-08-06T10:47:02-04:00" level=info msg="Starting PCoIP Connection Manager Setup" version="\nVersion:\t22.07.0 \nBuild date:\t2022-07-05 \n"

 

PCoIP Connection Manager Type

Shows the type of PCoIP Connection Manager installed on the host.   The diagnostic returns:

Pass: PCoIP Connection Manager type reported.

Data Collected:

PCoIP Connection Manager

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  PCoIP Connection Manager type. See Example(a) 

Time Period:

  • The diagnostic starts time is associated with Step 1.  The end time is associated with Step 1.    
  • Timeout: Not Applicable.

Example (a) on how to find the version for PCoIP Connection Manager

time="2022-08-05T11:47:02-04:00" level=info msg="Starting PCoIP Connection Manager Setup" version="\nVersion:\t22.07.0 \nBuild date:\t2022-07-05 \n"

 

PCoIP Connection Manager Version

Shows the installed version of PCoIP Connection Manager.   The diagnostic returns:

Pass: PCoIP Connection Manager Version is fully supported
Warning: New PCoIP Connection Manager version is available.  Recommend upgrading

Data Collected:

22.07.0

Corrective Actions (if diagnostic does not pass)
 

Root Cause Remedy
PCoIP Connection Manager SW Version is not recommended for deployment
  • Load is no longer supported
  • Patches are available.
  • New feature may be available.
  • Security fixes may be available.
 Uninstall and re-install the PCoIP Connection Manager with a new PCoIP Connection Manager to pick up new releases.

Consult the Teradici Product Lifecycle Page for details on firmware/software versions that are under support.  Release notes will provide a summary of key fixes, security updates and new features.

 

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 PCoIP Connection Manager version. See log pattern (a) 
  • Timeout: Not Applicable.

 

Time Period:

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

Example (a) find the start time: First line of the oldest file in scope.

time="2022-08-05T11:47:02-04:00" level=info msg="Starting PCoIP Connection Manager Setup" version="\nVersion:\t22.07.0 \nBuild date:\t2022-07-05 \n"

 

 

Operating System

<TBD>