Understanding the support bundle for HP Anyware PCoIP agent for macOS

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November 26, 2021

Last modified: 09/19/2023, 1:54 pm

Knowledge Base Article Tutorial HP Anyware

Support bundles can be generated on a macOS agent by running the pcoip-support-bundler script located in /Library/Application Support/Teradici/pcoip . The command must be run as root and will generate a gzipped tar file in /tmp, outputting the name of the generated file (something like supportbundle-agent-{date}.tar.gz).

What's in it?

At the top level there will be three items:

  • a folder named "files", containing files captured from the file system that pcoip-support-bundler was run on
  • a folder named "out", containing the output of commands run by pcoip-support-bundler
  • a file named "support-bundler.out", containing output captured from pcoip-support-bundler

Captured Files

Files are captured in the following places:

  • /var/log/pcoip-agent/: contains all of the agent's log files.
  • /var/run/pcoip-agent/: contains private runtime files for the agent (mailbox sockets).
  • /Library/Logs/DiagnosticReports/pcoip*/: may contain core dumps if any of the root PCoIP processes crash.
  • /Users/*/Library/Logs/DiagnosticReports/pcoip*/: may contain core dumps if any of the user PCoIP processes crash from any user on the machine.
  • /Library/Preferences/com.teradici.pcoip-agent.plist - this file contains the PCoIP Agent configurations.

Commands run

When running commands, standard out, standard error (if any) and status (if non-zero) are output to files. The file format for standard out is <command>.out, standard error is <command>.err and status is <command>.status, where <command> is one of the commands listed below:

  • pgrep -l pcoip: lists all processes with "pcoip" in the name
  • launchctl print system/: shows the status of the launchd services
  • who: lists all active logged in users (terminals, ssh, etc)
  • dmesg: prints messages from the kernel ring buffer, can be useful for graphics agent debugging
  • pcoip-fne-view-license: shows the status of locally installed licenses
  • pcoip-validate-license --verbose: shows whether any licenses were available when the support bundler was run
  • /usr/local/bin/pcoip-agent/pcoip-license-tool dump -v: print additional license information
  • pcoip-list-licenses -d: list licenses on the license server

  • ioreg -r -c IOHIDDevice: lists all HID peripherals (keyboards, mice, tablets, etc) serial numbers may be exposed here