Client Health Check - Diagnostics and troubleshooting guide

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September 4, 2021

Last modified: 09/24/2024, 7:26 am

Knowledge Base Article Diagnostics Session Performance HP Anyware

Summary

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

Client health check are available for Zero Clients and PCoIP Software Clients (Mac, Windows and Linux).

Client Diagnostics Summary

Phase

Diagnostic

Install

Client Report
Client Type
Client Version
Operating System
Memory Check
Monitors detected *
GPU Info

Shows:

time period and coverage of the report
the type of PCoIP Client being used
the version of the PCoIP Client
the OS version and its name and IP address
the memory available
the monitors types that are connected to the client
the GPU Driver version and its name

Pre-Session

Security Mode
Broker Certificate
Initiate session
Session authentication
Get a list of hosts
Is host ready?
Pre-session Completed

Tablet Info

Shows:

if client checks if hosts are trusted before connecting
if the broker & connection manager hosts are trusted
the time that the client starts to initiate a session
the results of the user authentication validation
the list of hosts that the client can connect to
the host name that was selected for connection
the time that the pre-session setup is complete

Session

Establish payload
Host Certificate
Monitors detected *
Ultra Enabled
Display mode
Resolution Negotiation
Packet Loss
Latency
Jitter
Buffer Overflow *
Disconnect session

Shows:

the time that the PCoIP session was established with host
if the remote host is trusted
the monitors that were connected to the remote host
if PCoIP Ultra is being used
if the session is in in full or windows mode
the resolutions and topology negotiation results
if the network is experiencing packet loss
if the network is experience latency (delay)
if the network is experience jitter (variability)
if the client is experience buffer overflow
the time and reason for a session disconnect

*Diagnostic defined but not yet implemented.

Details

Client Report Timeline

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

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

Data Collected:

Session: <X>, <Y>, <Z>. Time are reported in UTC. The local time on the client is: <date>

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 pcoip_client* files. The files in scope are the files associated with the 3 most recent sessions that made it past the Establish Payload phase. See example (a)
Step 2: Record the session IDs associated with the these sessions. Put the session Ids into the DATA area
Step 3: Put the local start time in the Data area. See log pattern (d)
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 (b)
The diagnostic end time is the log timestamp in the last line of the last file that is in scope. See example (c)

Example (a) how to find the files that are in scope.

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

2021-05-24T17:51:55.319Z 00000000-0000-0000-0000-000000000000 LVL:0 RC:   0          COMMON :Teradici Module name = Teradici PCoIP Desktop Client TERA_EVENT, Version Number = 21.01.2, Internal product version = release/21.01.2@b09b43b97d
2021-05-24T17:51:55.319Z 00000000-0000-0000-0000-000000000000 LVL:2 RC:   0          COMMON :local time 2021-05-24T12:51:55.319-06:00

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

2021-06-02T14:33:32.593Z ddcb0c80-a5db-1039-9972-000000000000 ....

Example (d) find the local start time: Second line of the oldest file in scope.

2021-05-24T17:51:55.319Z 00000000-0000-0000-0000-000000000000 LVL:0 RC:   0          COMMON :Teradici Module name = Teradici PCoIP Desktop Client TERA_EVENT, Version Number = 21.01.2, Internal product version = release/21.01.2@b09b43b97d
2021-05-24T17:51:55.319Z 00000000-0000-0000-0000-000000000000 LVL:2 RC:   0          COMMON :local time 2021-05-24T12:51:55.319-06:00

Client Type

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

Pass:

Client type reported.

Data Collected:

Teradici PCoIP Client |
Zero Client

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 Client Type. 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.
Timeout: Not Applicable.

Example (a) on how to find the client version for software client (Windows, linux and Mac):

LVL:0 RC:   0 CLIENT :Teradici PCoIP Client:21.03.0_release/21.03.0@1e8a98eda7 is starting up

Example (b) on how to find the client version for zero client :

************************* Device Configuration *************************
Firmware Version: 21.03.1   Firmware Build ID: client-21.03@49603.c2c9d5f488.2427062 ************************************************************************

Client Version

Shows the version of client installed on the host. The diagnostic returns:

Pass:	Client version is fully supported
Warning:	New Client version is available. Recommend upgrading.

Data Collected:

21.03.0 |
20.10.1 - Upgrade to 12.03.0

Corrective Actions (if diagnostic does not pass)

Root Cause

Remedy

Client 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 agent with a new agent 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 Client version. See log pattern (a) or (b)
Timeout: Not Applicable.

Time Period:

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

Example (a) on how to find the client version for software client (Windows, linux and Mac):

LVL:0 RC:   0          CLIENT :Teradici PCoIP Client:21.03.0_release/21.03.0@1e8a98eda7 is starting up

Example (b) on how to find the client version for zero client :

************************* Device Configuration ************************* 
Firmware Version: 21.03.1   Firmware Build ID: client-21.03@49603.c2c9d5f488.2427062 
************************************************************************

Operating System

Shows details on the client OS. Diagnostic returns:

Pass:	OS is compatible with the installed client
Warning:	OS may not be compatible with the installed Client
Fail:	Memory found on the client is below recommended minimum

Data Collected:

Windows 10 Professional (10.0 build 18363) | Darwin 20.3.0 (Apple MacOS) | Linux 5.8.0-48-generic (Generic)
3848MB/8191MB of physical memory available: 8MB

Corrective Actions (if diagnostic does not pass)

Root Cause

Remedy

Minimal requirements are
not met

OS needs updating

The operating system identified does not meet minimal requirements.
Refer to the admin guide for the system requirements.
Upgrade the items that do not meet the minimum requirements.

Windows	Linux	MAC
System Requirements	System Requirements	System Requirements

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 Client 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 (a) OS information (Windows)

LVL:2 RC:   0 PRI :===> OS Distribution Name: Windows 10 (10.0 build 22000)
LVL:2 RC:   0 PRI :===> OS Bit System: 32 Bit
LVL:2 RC:   0 PRI :===> Processor Architecture: X86
LVL:2 RC:   0 PRI :===> Processor Bit System: 64 Bit
LVL:2 RC:   0 PRI :===> Number of Processor Cores: 20

Example (b) OS information (MAC)

LVL:2 RC:   0 PRI :===> OS Distribution Name: Darwin 20.6.0 (Apple MacOS)
LVL:2 RC:   0 PRI :===> OS Bit System: 64 Bit
LVL:2 RC:   0 PRI :===> Processor Architecture: X86
LVL:2 RC:   0 PRI :===> Processor Bit System: 64 Bit
LVL:2 RC:   0 PRI :===> Number of Processor Cores: 8

Example (c) OS information (Linux)

LVL:2 RC:   0  PRI :===> OS Distribution Name: Linux 5.6.8+hp (Generic)
LVL:2 RC:   0  PRI :===> OS Bit System: 64 Bit
LVL:2 RC:   0  PRI :===> Processor Architecture: X86
LVL:2 RC:   0  PRI :===> Processor Bit System: 32 Bit
LVL:2 RC:   0  PRI :===> Number of Processor Cores: 4

Memory Check

Shows details on the client OS. Diagnostic returns:

Pass:	Client has enough memory for basic is compatible with the installed client
Warning:	OS may not be compatible with the installed Client
Fail:	Memory found on the client is below recommended minimum

Data Collected:

Windows 10 Professional (10.0 build 18363) | Darwin 20.3.0 (Apple MacOS) | Linux 5.8.0-48-generic (Generic)
3848MB/8191MB of physical memory available: 8MB

Corrective Actions (if diagnostic does not pass)

Root Cause

Remedy

Minimal requirements
are not met

Add Memory

Refer to the admin guide for the system memory requirements.

Windows	Linux	MAC
System Requirements	System Requirements	System Requirements

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 Client Memory available. 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 (a) OS information (Windows)

LVL:2 RC:   0 MGMT_PCOIP_DATA :Memory stat: available physical memory = 2443MB/32460MB

Example (b) OS information (MAC)

LVL:2 RC:   0 MGMT_PCOIP_DATA :Memory stat: available physical memory = 23MB/16384MB

Example (c) OS information (Linux)

LVL:2 RC:   0 MGMT_PCOIP_DATA :Memory stat: available physical memory = 506MB/6929MB

GPU Info

Shows details on the client. Diagnostic returns:

Pass:

GPU Driver Info is available in the client

Data Collected:

NVIDIA GeForce GTX 650, AMD FirePro V4900 (FireGL V), Intel(R) UHD Graphics 620

Corrective Actions (if diagnostic does not pass)

N/A

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 GPU Driver info. See log pattern (a)

Time Period:

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

Example (a) GPU Driver information (Windows):

Name                           Property                                                                                
----                           --------                                                                                
{4d36e968-e325-11ce-bfc1-08002 Class            : Display                                                              
be10318}                       ClassDesc        : @c_display.inf,%ClassDesc%;Display adapters                          
                               IconPath         : {%SystemRoot%\system32\setupapi.dll,-1}                              
                               LastDeleteDate   : {155, 61, 79, 131...}                                                
                               LowerLogoVersion : 6.0                                                                  
    Hive: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e968-e325-11ce-bfc1-08002be10318}
Name                           Property                                                                                
----                           --------                                                                                
0000                           DriverDesc                        : NVIDIA GeForce GTX 650                              
                               ProviderName                      : NVIDIA                                              
                               DriverDateData                    : {0, 64, 238, 199...}                                
                               DriverDate                        : 4-12-2021                                           
                               DriverVersion                     : 27.21.14.6611

Secure Mode

Shows the security mode being used by the client when connection to a session. Diagnostic returns:

Pass:	Security mode enabled.
Warning:	Security mode relaxed

Data Collected:

0 | 1 | 2

Corrective Actions (if diagnostic does not pass)

Root Cause

Remedy

Security Mode
is set to
Full Verification (2)

(Recommended)

Certificates allow the PCoIP client to validate that the remote host is actually your host (and not a fake site or an imposter). When the secure setting is set to 2 (full verification), the client will not accept a PCoIP connection unless the certificate can be verified and the host marked as trusted.

If you are getting failures connecting due to the certificate not be validated/trusted, then to fix:

Correct the certificate on the device. Certificate installation instructions are here (Windows, Linux, MAC)
If you do fully trust the device and do not want to put certificates on your machines, then you can relax the security mode to allow the PCoIP connection to connect even if the host is not trusted. See the administration guide for how to set this option (Windows , Linux , MAC).

Security Mode
is set to
Relaxed (0 or 1)

Your client is configured to allow PCoIP connections even if the host is not trusted. While the PCoIP session is still fully encrypted, the data is flowing to a machine that has not been fully trusted. To correct, the security mode can be set to 2 in the Teradici PCoIP Client configuration file. The administration guide has details on how to set these items (Windows , Linux , MAC).

Note: PCoIP sessions are always encrypted

Your PCoIP session is still fully encrypted if you connect with security mode 0 or 1. The red padlock icon indicates that the certificate presented by the host is not signed by a trusted certificate authority in the client’s certificate store, not that the session is insecure.

Implementation Details:

Category:

This diagnostic is checked at pre-session time.

Implementation Steps:

Step 1: Find security mode. See log pattern (a) or (b)
Timeout: Not Applicable.

Time Period:

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

Example for (a) software clients:

LVL:2 RC:   0          BROKER :security mode: 1

Example for (b) zero client:

LVL:2 RC:   0          TBD

Ultra Enabled

Shows if a PCoIP session was configured to use PCoIP Ultra. Diagnostic returns:

Pass:	Client is using Ultra CPU mode or Ultra Auto Offload
Warning:	Client is not compatible with ULTRA.

Data Collected:

mode: 0 (PCoIP) | 1 (Ultra CPU Offload) | 2 (Ultra GPU Offload) | 3 (Ultra Auto Offload)
CPU supports AVX2 | CPU does not supports AVX2

Corrective Actions (if diagnostic does not pass)

Root Cause

Remedy

ULTRA CPU mode requested however Client hardware is not compatible with ULTRA

If the PCoIP session is configured to use PCoIP Ultra CPU or auto off load, then the client hardware must support the AVX2 instruction set. This diagnostic shows if these advanced features are selected. If the diagnostic fails, it implies that PCoIP client hardware is not capable of leveraging the CPU to assist with Encode/Decode capability. All advanced encode/decode will be done by the remote host without any advanced assist by the PCoIP client.

To correct, upgrade the client CPU that supports the AVX2 instruction sets.

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 CPU support result. See log pattern (a) or (b)
Timeout: Not Applicable.

Time Period:

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

Example (a): Software client logs showing AVX2 as supported:

LVL:0 RC:   0          COMMON :cpu_intrinsics_report: CPU supports         AVX2

Example (b): Software client logs showing AVX2 as not supported:

LVL:0 RC:   0          COMMON :cpu_intrinsics_report: CPU does not supports AVX2