Anyware Connector Health check - Diagnostics and troubleshooting guide

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September 21, 2023

Last modified: 09/22/2023, 9:35 am

Knowledge Base Article Troubleshooting Diagnostics HP Anyware

Summary

To receive a detailed Anyware Connector diagnostic report, create a Anyware Connector 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.  

 

Anyware Connector Diagnostics Summary

 

Phase Diagnostic   
Install


Anyware Connector Report
Anyware Connector Type
Anyware Connector Version
Operating System

 Shows:
  • time period and coverage of the report
  • the type of Anyware Connector being used
  • the version of the Anyware Connector
  • the OS version and its name and IP address

 

 

Anyware Connector 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 anyware-Connector support bundle (files\var\log\anyware-connector) 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="2023-08-14T12:39:42+01:00" level=info msg="Starting Anyware Connector" version="23.06.0 built on 2023-06-12"

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

time="2023-08-14T12:39:42+01:00" level=info msg="Starting Anyware Connector" version="23.06.0 built on 2023-06-12"

 

Anyware Connector Type

Shows the type of Anyware Connector installed on the host.   The diagnostic returns:

Pass: Anyware Connector type reported.

Data Collected:

Anyware Connector

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 Anyware Connector 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 Anyware Connector 

time="2023-08-14T12:39:42+01:00" level=info msg="Starting Anyware Connector" version="23.06.0 built on 2023-06-12"

 

Anyware Connector Version

Shows the installed version of Anyware Connecto.   The diagnostic returns:

Pass: Anyware Connector Version is fully supported
Warning: New Anyware Connector version is available.  Recommend upgrading

Data Collected:

23.06.0 

Corrective Actions (if diagnostic does not pass)
 

Root Cause Remedy
Anyware Connector 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 anyware connector with a new anyware connector to pick up new releases.

Consult the Teradici Produce 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 Anyware Connector 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="2023-08-14T12:39:42+01:00" level=info msg="Starting Anyware Connector" version="23.06.0 built on 2023-06-12"

 

 

Operating System

Shows details on the Anyware Connector OS.  Diagnostic returns:

Pass: OS is compatible with the installed Anyware Connector

 

Data Collected:

Rocky Linux 8.8 (Green Obsidian)

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 Anyware Connector OS Type. See log pattern (a) or (b) or (c)

 

Time Period:

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

 

 

Example (c) OS information (Linux) 

NAME="Rocky Linux"
VERSION="8.7 (Green Obsidian)"
ID="rocky"
ID_LIKE="rhel centos fedora"
VERSION_ID="8.7"
PLATFORM_ID="platform:el8"
PRETTY_NAME="Rocky Linux 8.7 (Green Obsidian)"
ANSI_COLOR="0;32"
LOGO="fedora-logo-icon"
CPE_NAME="cpe:/o:rocky:rocky:8:GA"
HOME_URL="https://rockylinux.org/"
BUG_REPORT_URL="https://bugs.rockylinux.org/"
ROCKY_SUPPORT_PRODUCT="Rocky-Linux-8"
ROCKY_SUPPORT_PRODUCT_VERSION="8.7"
REDHAT_SUPPORT_PRODUCT="Rocky Linux"
REDHAT_SUPPORT_PRODUCT_VERSION="8.7"