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Creating a Technical Support File

We may request a support file from your system in order to troubleshoot and diagnose issues. The support file is an archive containing Anyware Graphics Agent for macOS logs and other diagnostic data that can help support diagnose your problem.

Creating a Support Bundle

  1. Ensure that you set the log verbosity level to 3. For more information, see "Setting Log Verbosity" in Performing Diagnostics.

  2. Delete the logs folder by running the following command:

    sudo rm -rf /var/log/pcoip-agent

  3. Reboot the agent.

  4. Reproduce the issue.

  5. Create a support bundle by running the following command:

    sudo pcoip-support-bundler

Note: Time of Connection

Note the time you connect and the time of the issue in the HH:MM:SS format. Specify the timezone (local time or UTC time).