Troubleshooting Your PCoIP Software Client

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

PCoIP Software Client 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 PCoIP Software Client to initiate a PCoIP session.

Client logs are placed in ~/Library/Logs/Teradici/PCoIPClient.

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 PCoIP Software Client 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:

  • open /Applications/PCoIPClient.app --args -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 PCoIP Software Client for macOS logs and other diagnostic data that can help support diagnose your problem.

To create a support file:

  1. Open a terminal window.
  2. Launch the support bundler:

username$ /Applications/PCoIPClient.app/Contents/Resources/pcoip-client-support-bundler

The file will be created and placed in the user's home directory.

Locating PCoIP Software Client for macOS Log Files

On a Mac computer, PCoIP Software Client log files are located within the user’s Home Library folder, which is hidden by default. The recommended way to access Home Library files is to use the macOS Console.

You can also display log files in a macOS terminal window.

To display log files using the macOS Console:

  1. To open the Console, go to the Applications > Utilities folder, and then double-click Console.
  2. In the FILES section of the Log List pane on the left, navigate to the following folder: ~/Library/Logs/Teradici/PCoIPClient
  3. Select the desired log file to view its contents in the main pane.
  4. To copy the contents:
    • Click anywhere in the log contents, and then select Edit > Select All.
    • Select Edit > Copy.
    • Paste the contents into an email or text file.

To display log files in a macOS terminal window:

  1. To open a terminal window, go to the Applications > Utilities folder, and then double-click Terminal.

  2. Navigate to the PCoIP Software Client log folder by typing the following command at the command line prompt:

    cd ~/Library/Logs/Teradici/PCoIPClient

  3. Type ls to display the list of log files.

  4. To view the contents of a log file, use any macOS command-line editor to open it.
  5. To open a terminal window, go to the Applications > Utilities folder, and then double-click Terminal.

  6. Navigate to the PCoIP Software Client log folder by typing the following command at the command line prompt:

    cd ~/Library/Logs/Teradici/PCoIPClient

  7. Type ls to display the list of log files.

  8. To view the contents of a log file, use any macOS command-line editor to open it.

Session Reconnection

If a network interruption is detected, the PCoIP session enters a reconnecting phase. In this phase the client will show you the network reconnecting dialog which indicates that there is a network issue and that the client is trying to reconnect and re-establish the PCoIP session. You can click disconnect to cancel the attempted reconnect and disconnect the session completely. If the reconnection is successful, the notification dialog will disappear and the session will be restored, if not, the session will be disconnected completely.