Support and Troubleshooting¶
If you encounter a problem installing or using the Software Client for Windows, 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 using Windows:
- From the Windows start menu, select PCoIP Client Support Bundler.
- Run the bundler as an administrator.
- Click Yes if the User Account Control panel appears.
To create a support file using PowerShell:
- Open a PowerShell command prompt.
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Set the PowerShell execution policy to enable the script to run:
3. Launch the support bundler:Set-ExecutionPolicy -Scope Process -ExecutionPolicy Bypass
& 'C:\Program Files (x86)\Teradici\PCoIP Client\bin\pcoip-client-support-bundler.ps1'
The support file will be created and placed in $env:ProgramData\Teradici\Support\. A new File Explorer window will open with the generated support file selected.
Finding Your Client Version¶
You can find your Software Client for Windows 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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