Common Issues

Below is a list of common issues, with troubleshooting steps and support options.

Session High Latency

This is the most common issue encountered. In the majority of cases, it can be resolved by following these steps:

• Use the Production environment instead of Staging. Staging has few Session Gateway clusters deployed and limited traffic routing capacity. It's designed for development work and can be unstable. Sales and customers should not use the Staging environment.
• Re-provision the VM closer to the client’s region. Placing the VM closer to the client's geographical location reduces latency.
• Switch to a cable or fiber internet connection instead of Wi-Fi. Wired connections offer more stability and lower latency compared to wireless networks.

If the above solutions don't resolve the issue, follow these steps to gather the information needed before opening a support ticket with the development team:

1. Identify the closest Session Gateway cluster to the client’s location. Refer to the Public Session Gateways list.

2. Visit Azure speed test and take a screenshot of the results. This is required when opening a ticket with the dev team.

   • The first line in the table typically represents the closest datacenter, where the Session Gateway is likely deployed.
   • If the Gateway cluster identified in step 1 is not listed first, look further down the list to find it.
   • Note the average latency for this Gateway, as it sets the baseline for in-session latency (latency cannot be lower than this value).

   

3. Enable DEBUG log level in the PCoIP client, as shown below:

   

4. Establish a session.

5. Open the client logs, locate the latest allocate-resource-resp PBP message, and copy the value of hostname. For example, awm-gw104.westus2.cloudapp.azure.com

   .

6. Open a terminal and run:
   

   • Linux:
     traceroute <hostname> # ex. traceroute awm-gw104.westus2.cloudapp.azure.com

   • Windows:
     tracert <hostname> # ex. tracert awm-gw104.westus2.cloudapp.azure.com

7. Take a screenshot of the traceroute output. This is required when opening a ticket.
   Refer to the sample screenshot below:

   

8. Open a ticket with the development team by following these instructions. Include the following attachments:

   • User UPN (email that is used for authentication)
   • Physical location (region) of the impacted customer
   • Region where VM is deployed
   • Customer's network enviroment (fiber, cable, or wifi)
   • Whether the customer uses a VPN (Yes/No)
   • Screenshot of the Azure Speed Test results
   • Screenshot of the traceroute results

Unable to Estabish a Session

Session establishment can fail for several reasons. The following steps help you to narrow down the issue, resolve it, or gather the necessary information to seek support from the development team.

1. Ensure OAuth settings are configured for the broker. If session establishment fails due to an OAuth error, contact the tenant administrator and inform them about the issue. An example of the error is shown below:
   

   

2. Check the status of the Agent and Monitor. Log in to the AME management plane, navigate to the machine’s information tab, and verify that both Agent and Monitor statuses are healthy. Below is an example of the statuses:

   

3. If the agent or monitor status is unhealthy, the session cannot be established. Follow these steps to resolve the issue:

   • Check if the machine is powered off. If it is, power it on.
   • Reboot the machine.
   • Update the Agent and Monitor by installing the latest available versions.

4. Escalate to the development team if the issue persists. If session establishment continues to fail after performing the above steps, create a ticket with the development team by following these instructions. Include the following:

   • User UPN (email that is used for authentication).
   • PCoIP client logs.
   • Installed versions of PCoIP client, Agent and Monitor.
   • Issue Description. Clearly describe the step where session establishment fails.