Support and Troubleshooting¶
If you encounter a problem installing or using the Software Client for macOS, there are a number of troubleshooting and support resources you can access.
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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.
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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.
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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:
- Open a terminal window.
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Launch the support bundler:
sudo /Applications/PCoIPClient.app/Contents/Resources/pcoip-client-support-bundler
The support bundler will collect diagnostic information and logs, and bundle them into a .tar.gz archive in the user's home directory. Support bundle files look like this: supportbundle-client-2021-04-21T21212112Z.tar.gz.
Finding Your Client Version¶
You can find your Software Client for macOS version number from the pre-session interface, or, if you're already in a session, from the client menu bar.
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Pre-session: If you are not in a session:
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Click on the hamburger icon, found at the bottom left of the screen beside the Cancel button.
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From the context menu that appears, select About.
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Find the version number in the information window that appears.
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In-session: If you are in a session:
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Find or reveal the client menu bar
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Select Anyware PCoIP Client > About Anyware PCoIP Client.
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Find the version number in the information window that appears.
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