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.

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.

See the troubleshooting tool can also restart the service, tryrunning awm_monitor_configtroubleshoot-m -r.

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_configtroubleshoot-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 terminaland run the following command:

Linux:

sudo awm_monitor_config configure-settings --log-level DEBUG

Windows:

C\Program Files\HP\Anyware Manager Monitor\awm_monitor_config.execonfigure-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:

  • On Windows, click on the Start Menu and type services.msc to open the Windows Services list. Scroll down to the HP Anyware Monitor service, click on it and restart using the left side menu.
  • On Linux®, open a terminal and run the command: systemctl restart awm-monitor
  • Open an administration terminal and run the commandawm_monitor_configtroubleshoot-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

Troubleshooting tool¶

Overview¶

TheAnyware Monitor service comesbundled with a service utility, capable of troubleshooting connection issues.The tool can help test the Monitor’s ability to connect to the Anyware Manager anddiagnose common issues.

Using the Troubleshooter¶

The troubleshooting utility isrunby awm_monitor_config.exewhich, by default, is located at the 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 an administratorterminal, then navigate tothe location of the awm_monitor_config utility. Thenrunthe command:

Windows: .\awm_monitor_config.exe troubleshoot-m

Linux: awm_monitor_config troubleshoot -m

The command will automatically check the registrationstatus, verify the settings, test authentication, test the connection with the Anyware Manager, and check the time. Optionally it can restart the Anyware Monitor service if the restart optionis specified.

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

Monitor supportbundler tool¶

Overview¶

Both the Windows and Linux Anyware Monitor service come 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 bundleand contact support support-contact.

Generating the support bundle¶

The support bundle is generated by awm_monitor_config.exewhich is located at the default path:

Windows:¶

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

Linux:¶

Linux:/opt/awm-monitor/awm_monitor_config

To generate the support bundle,first open an administratorterminal, then navigate tothe location of the awm_monitor_config utility. Thenrunthe command:

Windows:¶

.\awm_monitor_config.exe troubleshoot-m

Linux:¶

awm_monitor_config troubleshoot -m

The command will automatically check the registrationstatus, verify the settings, test authentication, test the connection with the Anyware Manager, and check the time. Optionally it can restart the Anyware Monitor service if the restart optionis specified

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

Troubleshooter Command Line Options¶

The troubleshoot command currently has threeoptions: - -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¶

Overview¶

Both the Windows and Linux Anyware Monitor service come 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 bundleand contact support support-contact.

Generating the support bundle¶

The support bundle is generated by awm_monitor_config.exewhich is located at the default path:

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

Linux: /opt/awm-monitor/awm_monitor_config

To generate the support bundle,first open an administratorterminal, then navigate tothe location of the awm_monitor_config utility. Thenrunthe command:

Windows: .\awm_monitor_config.exe support -g

Linux: awm_monitor_config support -g

Support Bundle Command Line Options¶

The support commandcurrently has two options: - -g, --gather Gathers logs and configuration files for support. - -v, --verbose Run the command with detailed information.

Contents of The Bundle¶

The support bundle includes important log files and configuration files that can be usefulfor 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 -Installationlogs, only present on some Windows systems

/SystemsLogs–A folder containingsystem logs

On Windowssystems this folderwillinclude several event logfilesin the form of .evtx files,these files are filtered system logswhich canhelp diagnose system issues.

On Linux systemsthis folder will contain a copy of the system journal, whichcan help diagnose Linux system issues.