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Client Health Check - Diagnostics and troubleshooting guide

Summary To receive a detailed client diagnostic report, create a client support/log file bundle and then submit this bundle to the PCoIP health check tool. Once the files are submitted, it will take 5-10 minutes to produce a detailed report. The …

Cannot connect to multiple monitors when using NVidia GRID GPU

I. Problem Description Cannot connect to multiple monitors when using NVidia GRID GPU II. Introduction When a virtual machine (e.g., Amazon EC2 Graphics instance) is equipped with NVidia GRID GPU, the GRID license needs to be configured properly in order …

Troubleshooting PCoIP Display Issues

This article provides general troubleshooting steps for performance issues when remoting virtual desktops. Scenarios covered include: Video slicing or tearing. Screen (or parts of the screen) becomes fuzzy screen and then clears up. Slow screen updates. …

How to use the packet capture utility in PCoIP Zero Client Firmware

Since many customers are unlikely to have access to a port mirroring switch, a new packet capture feature was added in firmware 4.7.0. It is designed to assist with troubleshooting Unified Communications issues. Note: The packet capture utility will not …

Case Life Cycle

This article explains the life cycle of a support case, and illustrates the expectation in each case status. Case Life Cycle The case life cycle is demonstrated in the diagram below: What is expected in each status?* Table 1: Expectation per status …

Knowledge Base Article Advisory Accounts HP Anyware

Last modified: September 3, 2023

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License Activation with the PCoIP Management Console 2.x and 3.x fails with "ERROR: flxActAppActivationSend - (50041,41143,34)"

Problem License activation is failing with: [root@localhost admin]# /opt/teradici/licensing/mc_activate_lic.sh -k 1234-5678-90AB-CDEF Activation Failed. Please verify your activation key. Running with debug output enabled (-d TRUE) may be helpful. …

What does a NACK or NAK log entry indicate?

Negative Acknowledgement PCoIP imaging will acknowledge or use selective acknowledgement in newer PCoIP implementations, to signal to the PCoIP Host that imaging data was successfully received and displayed. In the event that this process is not …

Why is the MC activation code (license) not working?

Instructions To activate a license follow the steps located here . The deactivation instructions are here . Common Issues: Is the license already allocated on another machine ? If yes, then deactivate the license from the old machine and reactivate …

VMware View Client with dual Virtual NICs unable to connect to virtual desktop

Scenario A VMware View Client with dual virtual NICs configured may not be able to connect to the virtual desktop. Note: this article does not apply to PCoIP Zero Clients. Dual Virtual NICs Configured on the View Client Cause If the client has been …

Why am I experiencing poor performance when playing a 1080p high fps video with my PCoIP Remote Workstation Card and PCoIP Software Client?

Problem When using the PCoIP Software Client to connect to a PCoIP Remote Workstation Card I cannot achieve high frame rate playback. Cause There are a number of factors that can contribute to poor performance so the best method of trying to determine …

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