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.

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:

Open a terminal window.

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.

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.
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 PCoIP Client > About Anyware PCoIP Client.
3. Find the version number in the information window that appears.