We may request a support file from your system in order to troubleshoot and diagnose issues. The support file is an archive containing Anyware Standard Agent for Windows logs and other diagnostic data that can help support diagnose your problem.
If you encounter any problems installing, configuring, or running the Standard Agent, you can create a support ticket with HP.
Before creating a ticket, be prepared with the following:
The Anyware Agent installs at the system level and is available to all users. You must have administrator privileges to install it. You can download the installer directly onto the machine, or download it separately and transfer it yourself.
Before you proceed with installation, a few prerequisites must be met.
Release 25.10 of the Standard Agent for Windows contains bug fixes and stability enhancements.
The Standard Agent for Windows must be assigned a valid PCoIP session license before it will work. Until you've registered it, you can't connect to the desktop using a Anyware client.
You receive a registration code when you purchase a pool of licenses from HP. Each registration code can be used multiple times; each use consumes one license in its pool.
To update the Graphics Agent to a new version, obtain the new installer and run it in place to replace the older version. Your configuration settings will be preserved.
Before you begin, make sure that you have read the Installation Overview topic.
Download and copy the new installer file onto the host machine.
Do one of the following:
The Standard Agent for Windows depends on the following system capacities and capabilities:
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 agent). 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:
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.