Skip to content

Support and Troubleshooting

If you encounter a problem installing or using the Software Client for Windows, there are a number of troubleshooting and support resources you can access.

  • We maintain an extensive knowledge base which answers many questions and documents solutions to common problems. The knowledge base is part of the Knowledge Center; click on the Articles tab to access it, or enter a search query in the search field at the top of the page.

  • We host a community forum, allowing you to ask questions and get answers from other IT professionals and our support team, which monitors this channel. The forum is part of the Knowledge Center; click on the Discussions tab to access it.

  • If you need more help, open a support ticket and our support team will engage with you directly.

Creating a Support Bundle

Our support team may request a support bundle from you. The support file is an archive containing logs, diganostic data, and system information that helps the team diagnose problems.

To create a support file using Windows:

  1. From the Windows start menu, select Anyware Client Support Bundler.
  2. Run the bundler as an administrator.
  3. Click Yes if the User Account Control panel appears.

To create a support file using PowerShell:

  1. Open a PowerShell command prompt.

  2. Set the PowerShell execution policy to enable the script to run:

    Set-ExecutionPolicy -Scope Process -ExecutionPolicy Bypass
    3. Launch the support bundler:

    & 'C:\Program Files (x86)\Teradici\PCoIP Client\bin\pcoip-client-support-bundler.ps1'

The support file will be created and placed in $env:ProgramData\Teradici\Support\. A new File Explorer window will open with the generated support file selected.

Finding Your Client Version

You can find your Software Client for Windows version number from the pre-session interface, or, if you're already in a session, from the client menu bar.

  • Pre-session: If you are not in a session:

    1. Click on the hamburger icon, found at the bottom left of the screen beside the Cancel button.

      Alt Text

    2. From the context menu that appears, select About.

    3. Find the version number in the information window that appears.

  • In-session: If you are in a session:

    1. Find or reveal the client menu bar

    2. Select Anyware Anyware Client > About Anyware Anyware Client.

    3. Find the version number in the information window that appears.

      About the client menu item