Troubleshooting Anyware Monitor

In the event that there is an issue with the Anyware Monitor, the following rectification steps may be useful to help fix the issue. Some of the known issues with the Anyware Monitor are:

Registration Fails after installation or Monitor Fails to start after installation

Occasionally the network may fail during registration process or it is possible that the authorization token that the script carries has expired. If the registration fails and the token is less than one hour old, run the install script again.

Note

"If the registration fails and the token is more than one hour old, generate a new script command with a refreshed token by navigating to the Workstation's Anyware Monitor tab and select Show Install Instructions for a refreshed command and try again."

Workstation is unexpectedly marked as Unhealthy

There are multiple reasons why a monitor may go unhealthy:

• The communication channel between the monitor and Anyware Manager may have issues.•System clocks between Monitors and Anyware Manager must be the same.

• The configurations of Monitor may not be correct.

• The Registration status of the Monitor may not be correct or complete.See the Troubleshooting Tool section for help in diagnosing these issues.

Restart the service using your operating system service tool:

• On Windows, click on the Start Menu and type services.msc to open the Windows Services list. Navigate to the HP Anyware Monitor service, select and restart it using the left pane menu.

• On Linux®, open a terminal and run the command: systemctl restart awm-monitor

• Open an administration terminal and run the command: awm_monitor_config troubleshoot -m -r

• The troubleshooting tool can also restart the service. To do this, run the command: awm_monitor_configtroubleshoot-m -r

Ensure system clocks are synced

The Anyware Monitor health status, displayed in the Anyware Manager, relies on regular time-stamped messages coming from the Monitor. If the system clocks are off by more than a minute, the Manager may report that the Monitor status is unknown. To prevent this, ensure both the Monitor and Manager system clocks are in sync.

Notifications do not appear in a workstation as expected

Ensure that your machine has PCoIP Agent installed on it:

• On Windows, ensure that notifications are enabled. For more information, see Enabling notifications on Windows 10 and 11.
• On Linux, ensure that you have it configured to not use Wayland display server. For more information, see Manual Notifications.

There is a known issue in Linux machines where notifications may not be displayed to the user. While most supported Linux desktop configurations are expected to work, there are rare instances where the system is unable to identify the user's desktop session id required to issue a notification.

In this case, a default location is used. If a Linux system is not showing notifications, the log may state "Using default dbus address". This location is not guaranteed to be present either, resulting in the system incapable of rendering a notification.

Enabling notifications on Windows 10 and 11

You can enable notifications by performing the following steps:

1. Navigate to Start menu and click Settings.

2. Click the System tab and select Notifications & actions.

3. Enable the Notifications toggle.

   

You can also enable notifications by editing Windows Registration using a PowerShell Command and restarting the workstation.

Run the following command:

Set-ItemProperty -Path "HKCU:\Software\Microsoft\Windows\CurrentVersion\PushNotifications" -Name "ToastEnabled" -Type DWord -Value 1

These actions only enable notifications for the current user. This can be further automated to apply the setting for multiple users.

Bulk Enrollment Failures

Running the command outputs a TLS/SSL error

• Check the configuration of certificates on the machines, or disable the certificate validation toggle for the bulk provisioning command and run again.

Enrollment Fails with exit error code of 1

• The console should output error messages that can help determine the root cause. When in doubt, generating a new command and trying again should help to resolve the issue.

Enrollment fails with error: "The Anyware Monitor was unable to detect a hostname or IP address required for Bulk Enrollment."

• Bulk Enrollment requires a hostname or IP address. The system will try to detect this. In the rare event that the system cannot detect a hostname or IP address, one of the following options is recommended:

  • Ensure that the machine's hostname is configured properly.
  • Register this machine independently. For more information, see Installing/Uninstalling Anyware Monitor.

After Adding or Linking the machine, the machine does not show as Healthy after some time

• The Monitor tries to proceed with registration when you choose the ADD or LINK option for a machine during installation. If there is a temporary network issue, the message may not be received or there may be an issue with registration. To help determine root cause, inspect the Monitor logs. For more information, see Anyware Monitor Logs.

Anyware Monitor Logs

For information and diagnostic purposes, Anyware Monitor records logs internally to a file.

The Monitor logs at a level of INFO for the default setting.

Run the Monitor Config executable to update the log level to DEBUG.Open an administrator terminal and run the following command:

• Linux: sudo /opt/awm-monitor/awm_monitor_config/ configure-settings --log-level DEBUG

• Windows: C:\Program Files\HP\Anyware Manager Monitor\awm_monitor_config.exe configure-settings --log-level DEBUG

This command will update the logging level from the default value of INFO to DEBUG and restarts the services to pick up the changes.

• In the affected Workstation, navigate to the folder where HP Anyware Monitor is installed:

  • On Windows (by default): %PROGRAMFILES%\HP\Anyware Manager Monitor
  • On Linux: /opt/awm-monitor

• Open the file log4net.config using a Text Editor.

  • Change the line <level value="INFO"> to <level value="DEBUG">.
  • Save the changes you have made to the file.

• Restart the HP Anyware Monitor service:

  • Windows: Click the Start Menu and type services.msc to open the Windows Services list. Find the HP Anyware Monitor service, and restart it.

  • Linux®: Open a terminal and run the command: systemctl restart awm-monitor

  • Alternatively, open an administrative terminal and run the command: awm_monitor_config troubleshoot-r

• Reproduce the issue that you are facing.

• Navigate to the following folder to view the content of the log file:
  • On Windows: %PROGRAMDATA%\HP\Anyware Manager Monitor
  • On Linux®: /var/log/awm-monitor

Viewing Log content on Linux

On Linux, the log content can also be viewed realtime by running the command sudo journalctl -u awm-monitor -f.

Use the Troubleshooting Tool

The Windows Anyware Monitor service comes bundled with a service utility, capable of troubleshooting connection issues. The tool can help test the Monitor’s ability to connect to the Anyware Manager and diagnose common issues.

Command Line Options for Troubleshooting

The troubleshoot command currently has three options:

• -m, --mqtt
  Troubleshoots the Anyware Monitor MQTT connection.

• -r, --restart
  Restarts the Anyware Monitor service.

• -v, --verbose
  Run the command with detailed information.

After running the command, read the output to understand any issues the troubleshooter may have identified.

Using the Troubleshooter

The awm_monitor_config.exe program launches the troubleshooting utility, which, by default, is located at the following path:

• Windows: C:\Program Files\HP\Anyware Manager Monitor\awm_monitor_config.exe

• Linux: /opt/awm-monitor/awm_monitor_config

To run the troubleshooter, first open a terminal as an administrator, navigate to the location of the awm_monitor_config utility, and then run the following command:

• Windows: .\awm_monitor_config.exe troubleshoot -m
• Linux: awm_monitor_config troubleshoot -m

The troubleshooter will perform a comprehensive check of the registration status, settings, authentication methods, and the connection health. It will also synchronize the time. Optionally the troubleshooter can restart the Anyware Monitor service if the restart option is specified.

After running the command, read the output to identify any issues the troubleshooter may have identified.

Troubleshooter Command Line Options

The troubleshoot command currently has three options:

• -m, --mqtt Troubleshoots the Anyware Monitor MQTT connection.
• -r, --restart    Restarts the Anyware Monitor service.
• -v, --verbose    Run the command with detailed information.

Monitor supportbundler tool

The Windows and Linux Anyware Monitor service comes bundled with a service utility, capable of generating a support bundle. The support bundle contains logs and configuration files that can empower support operators to diagnose and resolve issues. If the above troubleshooting techniques did not resolve your issue, please generate a support bundle and contact support.

Generating the support bundle

The support bundle is generated using awm_monitor_config, which is available at the following locations:

• Windows: C:\Program Files\HP\Anyware Manager Monitor\awm_monitor_config.exe

• Linux: /opt/awm-monitor/awm_monitor_config

To generate the support bundle, open an administrator terminal, and navigate to the location of the awm_monitor_config utility.

• Windows: .\awm_monitor_config.exe support -g

• Linux: awm_monitor_config support -g

The command will automatically check the registration status, verify the settings, test authentication, test the connection with the Anyware Manager, and check the time. If the restart option is specified, it can optionally restart the Anyware Monitor service.

After running the command, read the output to understand any issues the troubleshooter may have identified.

The support bundle command currently has two options:

• -g, --gather
  Gathers logs and configuration files for support.

• -v, --verbose
  Run the command with detailed information.

Generating support bundle

The support bundle is generated using the awm_monitor_config.exe program, which is available at the following locations:

• Windows: C:\Program Files\HP\Anyware Manager Monitor\awm_monitor_config.exe

• Linux: /opt/awm-monitor/awm_monitor_config

To generate the support bundle, open an administrator terminal, and navigate to the location of the awm_monitor_config utility.

Then, run the command:

• Windows: \awm_monitor_config.exe support-g
• Linux:awm_monitor_config support-g

Support Bundle Command Line Options

The support currently has two options:

• v-g, --gather     Gathers logs and configuration files for support.
• v-v, --verbose    Run the command with detailed information.

The support bundle includes important log files and configuration files that can be useful for providing support. These files include:

• awm-monitor. log: The logs generated by the Anyware Monitor, there may be up to 10 of these files

• settings.json: The Anyware Monitor settings

• awm_monitor_install.log: Installation logs, only present on some Windows systems

• /SystemsLogs: A folder containing system logs. On Windows systems this folder will include several event log files in the form of .evtx files. These files are filtered system logs, which can help diagnose system issues.

On Windows systems, this folder will include several event logfiles in the form of .evtx files, which are filtered system logs that can help diagnose system issues.

On Linux systems, this folder will contain a copy of the system journal, which can help diagnose Linux system issues.