Troubleshooting the Software Client for Windows

This section demonstrates using Software Client for Windows log files to troubleshoot problems you may encounter with your Software Client for Windows.

Software Client for Windows logs are text (.txt) files that contain system and session information about your connection. They are useful for troubleshooting problems. A new log file is created each time you use a Software Client for Windows to initiate a PCoIP session.

Client logs are placed in %localappdata%\Teradici\PCoIPClient\log.

If you experience a problem, recreate the issue, generate a support bundle and contact Teradici Support. You can also check the Teradici PCoIP Community Forum for troubleshooting information about this product.

Session Log IDs

The Software Client for Windows creates a unique session ID when a new session is established, and distributes that ID to all components in the system. When PCoIP components generate log messages, they are prefixed by this unique session ID, allowing administrators and support to easily group events by session across multiple components:

yyyy-mm-ddThh:mm:ss.ffffffZ xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx > …

For example:

2015-11-06T08:01:18.688879Z 4208fb66-e22a-11d1-a7d7-00a0c982c00d > …

Log messages that do not pertain to a specific session will show a string of zeroes in place of the session log ID number.

Setting Log Levels

You can set log levels to determine the level of details provided in the log. Log levels range from 0 to 3, where 0 provides the least information and 3 provides the most information.

To set log levels:

  1. From the command prompt, navigate to C:\Program Files (x86)\Teradici\PCoIP Client\bin.

  2. Enter the following command:

    pcoip_client.exe -l x

    where l is lowercase L and x is desired the log level (1, 2, or 3).

Creating a Technical Support File

Teradici may request a support file from your system in order to troubleshoot and diagnose PCoIP issues.

The support file is a tar.gz archive containing Software Client for Windows for Windows logs and other diagnostic data that can help support diagnose your problem.

To create a support file:

  1. Open a command prompt window as the same Windows user that runs the client.

  2. On the command line, run:

    C:\>"Program Files (x86)\Teradici\PCoIP Client\ClientSupportBundler.exe"`

The support file will be created and placed in %localappdata%\Teradici\Support. A new File Explorer window will open with the generated support file selected.