To receive a detailed client diagnostic report, create a client support/log file bundle and then submit this bundle to the PCoIP health check tool. Once the files are submitted, it will take 5-10 minutes to produce a detailed report. The report will be sent to your registered e-mail address.
Client health checks are available for Zero Clients, Windows/Mac and Linux software Clients.
Use PCoIP Session Statics Viewer tool to drill into the network and tx/rx performance during the session. This tool will provide graphs that give an accurate pictures of network usage during the time period.
Once the data, is obtained, the network issues should be addressed by following the guidance in these articles:
If GPU model have a dithering feature enabled, then make sure it is disabled to fix distorted image and higher frame utilization.
Implementation Details:
Category:
This diagnostic is checked every 60 seconds during an active session.
Implementation Steps:
Step 1: Find all Packet Loss Report associated with the session ID. See log pattern (a)
Step 2: In the notes area for each packet loss report, indicate if it is no traffic (0 transmitted packets), healthy (transmitted and loss rate below .02%) or unhealthy (transmitted and loss rate above .02%)
Timeout: Not Applicable.
Time Period:
The diagnostic starts time with the first Packet Loss Report associated with the session.
The diagnostic end time is the last Packet Loss Report associated with the session.
Reports the Latency seen during a PCoIP session. The diagnostic returns:
Pass:
Latency never exceed 100 ms during the indicated time period
Warning:
Latency exceeded 100 ms but is less than 250 ms for the indicated time period.
Fail:
Latency exceeded 250 ms for the indicated time period
Data Collected:
Every 60 seconds, Latency stats are reported by the agent.
Latency < 100ms (x ms) | Latency < 250 ms (x ms) | Latency > 250 ms (x ms)
Corrective Actions (if diagnostic does not pass)
Root Cause
Remedy
High latency can cause:
mouse/tablets sluggishness
audio pops and cracks
Recommended next steps include:
Use PCoIP Session Statics Viewer tool to drill into the network and tx/rx performance during the session. This tool will provide graphs that give an accurate pictures of network usage during the time period.
Once the data, is obtained, the network issues should be addressed by following the guidance in these articles:
This diagnostic is checked every 60 seconds during an active session..
Implementation Steps:
Step 1: Find all Latency reports associated with the session ID. See log pattern (a)
Step 2: Report X (# of Latency sessions > 100 ms)
Step 3: Report Y (# of Latency sessions > 250 ms).
Step 4: Report Z (# of Latency sessions found)
Timeout: Not Applicable.
Time Period:
The diagnostic starts time with the first Latency report associated with the session.
The diagnostic end time is the last Latency Report associated with the session.
Example (a): Latency information is published in the logs every 60 seconds and the statistics apply to the last 60 seconds.
LVL:2 RC: 0 MGMT_PCOIP_DATA :Tx thread info: round trip time (ms) = 1, variance = 0, rto = 101, last = 2, max = 10
Jitter
Reports the Jitter seen during a PCoIP session. The diagnostic returns:
Pass:
Jitter never exceeded 30 ms for the time period
Warning:
Jitter exceeded 30 ms for at least one 60 second period during the session
Fail:
Jitter exceeded 100 ms for at least one 60 second period during the session
Data Collected:
Every 60 seconds, Jitter stats are reported by the agent.
X periods with Jitter > 30 ms. Y periods with Jitter > 100 ms. Z periods reported.
Corrective Actions (if diagnostic does not pass)
Root Cause
Remedy
High Jitter can cause:
Poor Performance
audio pops and cracks
Recommended next steps include:
Use PCoIP Session Statics Viewer tool to drill into the jitter seen during session. This tool will provide graphs that give an accurate pictures of network usage during the time period.
Once the data, is obtained, the network issues should be addressed by following the guidance in these articles:
This diagnostic is checked every 60 seconds during an active session.
Implementation Steps:
Step 1: Find all Jitter reports associated with the session. See log pattern (a)
Step 2: Report X (# of Jitter sessions > 30 ms)
Step 3: Report Y (# of Jitter sessions > 100 ms)
Step 3: Report Z (# of Jitter sessions found)
Timeout: Not Applicable.
Time Period:
The diagnostic starts time with the first Jitter report associated with the session.
The diagnostic end time is the last Jitter Report associated with the session.
Example (a): Jitter information is published in the logs every 60 seconds and the statistics apply to the last 60 seconds.
LVL:2 RC: 0 MGMT_PCOIP_DATA :Tx thread info: round trip time (ms) = 1, variance = 0, rto = 101, last = 2, max = 10
Client Buffer Overflow
Reports if hosts buffers overflow events are seen during a session. This diagnostic is only reported if buffer overflow are seen and therefore if it is report, it is always reported as a fail.
Fail:
A buffer overflow event was reported on the host
Data Collected:
Z represents how many buffer overflow events were reported during the session.
Z buffer overflow events reported.
Corrective Actions (if diagnostic does not pass)
Root Cause
Remedy
Buffer Overflow cause:
Poor performance
distorted image quality,
black or tearing screens
If buffers are overflowing on the host, dithering may be the cause. Make sure the graphics cards on both the client and host have temporary dithering disabled. For additional guidance, refer to The impact of graphics card temporal dithering
Implementation Details:
Category:
This diagnostic during an active session
Implementation Steps:
Step 1: Find all Buffer Overflow events. See log pattern (a) or (b)
Step 2: Report Z (# of buffer overflow events found)
Timeout: Not Applicable.
Time Period:
The diagnostic starts time with the first buffer overflow event found associated with the session.
The diagnostic end time is the last buffer overflow event found associated with the session.