My PCoIP Zero Clients at the remote location cannot connect to PCoIP Management Console 3.x

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July 18, 2018

Last modified: 11/07/2022, 1:28 pm

Knowledge Base Article Troubleshooting Management Management Console

Problem

PCoIP Zero Clients in remote locations are not connecting to the PCoIP Management Console 3.x

 

Cause

This issue was tracked down to a setting in the PCoIP Management Console 3.x (MC). Check under Settings > Remote and confirm if you have entered both the External Address for your Proxy plus the External Certificate Fingerprint.

 

Resolution

To troubleshoot this issue you will have to change the logging of the MC from Info to Trace. Check under Settings > Version and change Management Console Diagnostic Logging from Info to Trace.
NOTE: When you finish troubleshooting it is advisable to return the logging to Info.

Review the daemon.log which is located at /opt/teradici/log and do a search for exit_bootstrap you should see entries similar to below:

Sample daemon.log file showing correct entries:

    path: "B/urn:pcoip:topology/topology_action/exit_bootstrap"
      }
      execute_id: 1
      arguments {
        key_name: "em_internal_address_uri"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "wss://10.10.10.40:5172" (NOTE: This is the internal IP address of your MC)
        }
      }
      arguments {
        key_name: "em_external_address_uri"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "wss://mc30.corp.domain:5172" (NOTE: This is the FQDN of your reverse Proxy entry)
        }
      }
      arguments {
        key_name: "em_internal_address_cert_fingerprint"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2" (NOTE: This is the certificate fingerprint for the certificate associated with the MC)
        }
      }
      arguments {
        key_name: "em_external_address_cert_fingerprint"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "A3:51:3E:86:84:FB93:7E:AD:BF:83:58:49:BC:13:2D:6C:65:01:BD:88:EF:1E:C9:36:C6:A5:A1:F2:16:DF:56" (NOTE: This is the certificate fingerprint for the certificate associated with your Proxy)
 

Sample daemon.log file showing incorrect entries:

        path: "B/urn:pcoip:topology/topology_action/exit_bootstrap"
      }
      execute_id: 1
      arguments {
        key_name: "em_internal_address_uri"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "wss://10.10.10.40:5172" (NOTE: This is the internal IP address of your MC)
        }
      }
      arguments {
        key_name: "em_external_address_uri"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "wss://mc30.corp.domain:5172" (NOTE: This is the FQDN of your reverse Proxy entry)
        }
      }
      arguments {
        key_name: "em_internal_address_cert_fingerprint"
        value {
          data_type: PEM_DATA_TYPE_STRING
          string_value: "A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2:C3:D4:E5:F6:G7:H8:I9:J0:A1:B2" (NOTE: This is the certificate fingerprint for the certificate associated with the MC)

Notice only a single fingerprint entry. The Proxy certificate fingerprint is not being presented.