Performing Diagnostics
Each Anyware component creates and updates a log file which records its activity as the system is used. Most troubleshooting within an Anyware system begins by examining these log files and looking for error conditions or other indications that may explain why the system is not operating as expected.
Log files for the Graphics Agent for macOS and other Anyware components are saved to specific directories.
Locating Agent Log Files
Log files for the Anyware agent are located in the following directories by default. If you changed your agent's location during installation, the log files will be in your custom location instead.
| Component/Process | Log file location |
|---|---|
| Agent | /var/log/pcoip-agent/agent.log |
| User Agent | /var/log/pcoip-agent/user-agent.{ userID }.log |
| Collaboration Manager | /var/log/pcoip-agent/collaboration-manager.{ userID }.log |
| Authentication plugin | /var/log/pcoip-agent/auth-plugin.log |
| Audio Plugin | /var/log/pcoip-agent/audio-plugin.log |
| Server/User | /var/log/pcoip-agent/server.{ userID }.log |
| Upgrade/Installation | /var/log/pcoip-agent/upgrade-uninstall.log |
Note: Bundling log files for support
When investigating issues with HP support, you may need to provide a support file which includes system log files. Instructions are provided here.
Setting Log Verbosity
Each Anyware component generates diagnostic log messages. The default log levels are recommended for use in a production deployment. When troubleshooting a particular problem, the HP Support Team may recommend adjusting the PCoIP event log verbosity level to obtain more information from certain parts of the system.
Note: Log Verbosity Level
If not specified, we recommend setting the log verbosity level to 3 before generating a technical support file. Additionally, provide the HP Support team with the time when the issue was observed in the HH:MM:SS format. This will allow the support team to process your request faster.
To change the log verbosity:
To change the log verbosity level, set the pcoip.event_filter_mode directive in the pcoip-agent.conf file. See Configuring the Anyware Agent for instructions.
Note: This is a global setting
The pcoip.event_filter_mode directive is a global setting and affects the output levels of all Anyware components.
Session Log IDs
At the start of each PCoIP session, a unique session ID is generated by the Anyware Client and passed to all connected Anyware components (including the Graphics Agent for macOS). Log messages generated by the agent are prefixed with this session ID, making it easy to identify. All log messages generated during a single session, by any Anyware component, will be prefixed with the same session log ID in RFC-4122 format:
yyyy-mm-ddThh:mm:ss.ffffffZ xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx > …
For example:
2015-11-06T08:01:18.688879Z 4208fb66-e22a-11d1-a7d7-00a0c982c00d > …
Log messages that do not pertain to a specific session will show a string of zeroes in place of the session log ID number.
If a Anyware component does not receive a session log ID from the Anyware client, or receives an invalid value, it will generate a new session log ID and distribute it to the other components in the system.