Client Display Health Check - Diagnostics and troubleshooting guide

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May 14, 2021

Last modified: 09/03/2023, 6:06 pm

Knowledge Base Article Diagnostics Display HP Anyware

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 report will be sent to your registered e-mail address.  

Client health check are available for Zero Clients and PCoIP Software Clients (Mac, Windows and Linux).  An example report is provided below:

Client Display Diagnostics Summary

Phase Software Client Zero Client
Install             D1. Monitors detected *     D1. Monitors detected *
Session          D2. Display mode 
 D3. Resolution Negotiation
 D3. Resolution Negotiation

  *Diagnostic defined but not yet implemented or partially implemented.

Details

Monitors detected

Shows the monitors that are detected by the operating system at boot up.

Pass: Client Monitors detected
Warning: Client monitors unknown 

 

Data Collected:

MGMT_DESKTOP :Port 1 connected. Name LG HDR QHD, serial 336160 |
MGMT_DESKTOP :Port 2 disconnected


Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Monitors not detected
  • Check Cable
  • Check Settings

If monitors are not detected on PCoIP Software Client?

  • Check monitor cables to ensure that they are healthy and firmly attached.
  • Consult the operating system instruction for how to check the display adaptors on the client
If monitors are not detected on Zero Client?
  • Check monitor cables to ensure that they are healthy and firmly attached.
  • In dual/quad Zero Client you can directly attach the monitors to DVI or Display Ports. Attached monitors can be verified from OSD menus under User Settings.  

 

Implementation Details:

Category:

This diagnostic is checked at install and session time.  

Implementation Steps:

  • Step 1:   Find monitor. See log pattern (a) or (b)

Time Period:

  • The diagnostic starts time is associated with Step 1.  The end time is associated with Step 1.    

Example (a): Monitors detected by a Windows, Linux and Mac software client :

Install time 

TBD

Session time

LVL:2 RC:   0    MGMT_DESKTOP :Port 1 connected. Name HP Z27n, serial CNK7290JD8
LVL:2 RC:   0    MGMT_DESKTOP :Port 2 connected. Name HP Z27n, serial CNK6110J39
LVL:2 RC:   0    MGMT_DESKTOP :Port 3 disconnected.
LVL:2 RC:   0    MGMT_DESKTOP :Port 4 disconnected.

Example (b): Monitors detected by a Zero Client:

*************************** Attached Devices *************************** 
Monitor Port 1:   ...   
Native Resolution: 1680x1050 @ 60 Hz 
Current Resolution: 1680x1050 @ 60 Hz

Display Mode: (Full Screen vs Windowed Mode)?

Shows if the client is operating in windows mode or desktop mode. 

Note: When using full screen mode, the true EDID of the client's display is used while in windows mode, the software client will use the resolution of the window.  
  • You may see improved performance if you put the client in full-screen mode.
  • In the full-screen mode, PCoIP employs the client monitors' EDID information directly to negotiate the topology and resolution with the host.  Since the EDID contains industry's standard, widely supported display specifications like resolutions, monitor refreshing rate and their supported combinations, the full-screen display topology and resolutions would be better supported by the PCoIP agent on the host than the windowed display topology and resolutions.
  • If the local display resolution has been set to anything but the optimal resolution for the attached display, black borders will appear around the desktop when running the client in full screen mode. 

 

Data Collected:

Windowed Mode |
Fullscreen Mode

 

Implementation Details:

Category:

This diagnostic is checked during a session.  

Implementation Steps:

  • Step 1:   Find monitor. See log pattern (a) or (b) 

Time Period:

  • The diagnostic starts time is associated with Step 1.  The end time is associated with Step 1.    

Example (a): software client in full screen mode:

LVL:2 RC:    0   MGMT_DESKTOP :mgmt_desktop_mode_set: Setting desktop mode to Fullscreen.  

Example (b): software client in windows screen mode

LVL:2 RC:   0    MGMT_DESKTOP :mgmt_desktop_mode_set: Setting desktop mode to Windowed

 

Resolution Negotiation?

Shows the results of the resolution and topology negotiation between the client and the host.  

The client will request a specific resolution and topology at the start of the session or
whenever the user requests a change in topology or resolution.

The diagnostic returns:

Pass: Host provided the expected resolution.  The host may make a very small adjustment (less than 100 pixels) to optimize the GPU pipeline. 
Warning: If host provides a resolution or topology that is different than what the client requested.
Fail: If host fails to provide a resolution/topology response.

 

Data Collected:

Client (D1): "w" x "h" @ x, x, rotation x Host (D1): "w" x "h" @ x, x, rotation x
Client (D2): "w" x "h" @ x, x, rotation x Host (D2): "w" x "h" @ x, x, rotation x
Client (D3): "w" x "h" @ x, x, rotation x Host (D3): "w" x "h" @ x, x, rotation x
Client (D4): "w" x "h" @ x, x, rotation x Host (D4): "w" x "h" @ x, x, rotation x

 

Corrective Actions (if diagnostic does not pass)

Root Cause Remedy
Host did not provide
the client requested topology

If the host downgraded, the client desired resolution, then the most common issues are:

  1. The display drivers on the host may not be configured correctly:
    • Display driver may not be installed
    • Installed display driver may be using a driver that is not certified for PCoIP
    • If using GRID, it may not be licensed, therefore limiting topology options.
    • If using remote workstation cards, the wiring between the GPU and display may be faulty
  2. The host may be configured to limit the resolutions or topologies:  
    • Software Agent hosts have GPO setting that force resolutions to a single specific resolution.
    • Graphics Agent use GPUs that may have profiles that limit resolutions.  
    • The host OS maybe setup to limit resolutions or topologies
Running a diagnostic check on the host may uncover some additional  reason which will help troubleshoot the display issues.  

 

Implementation Details:

Category:

This diagnostic is checked at Session time.  

Implementation Steps:

  • Step 1:   Find client request for main monitor. See log pattern (a) or (c)
  • Step 2:   Find host response for main monitor.  See log pattern (b) or (d)
  • Step 3/4: Client request/response for 2nd monitor (if used).  See log pattern (a/c) & (b/d)
  • Step 4/5: Client request/response for 3rd monitor (if used).  See log pattern (a/c) & (b/d)
  • Step 5/6: Client request/response for 4th monitor (if used).  See log pattern (a/c) & (b/d)
  • Timeout:  All steps must be within 3 seconds of Step 1.  

Time Period:

  • The diagnostic starts time is associated with Step 1.  The end time is associated with last step..    

Example (a): Software client initial request for a specific resolution/topology.   

LVL:2 RC:   0    MGMT_DESKTOP :mgmt_desktop_service_topology_request: Display 0 requested 2560x1440 @ 0, 0, rotation 0

Example (b): Software client received host response and created the specific resolution/topology:  

LVL:2 RC:   0    CLIENT :tera_pcoip_client_create_topology_mapping_v2(): Map (0,0)-> client display 0 w:2560 x h:1440 rotation=0

Example (c): Zero client initial request  will be based on locally attached monitors resolution

LVL:2 RC:   0    LOCAL_CURSOR:Display0: w=1920 (dmt=1920) h=1200 (dmt=1200) x=0 y=0 rot=0

Example (d): Zero client received host response and created the specific resolution/topology:  

LVL:2 RC:   0    MGMT_IMG:Received async topology update to res:1920x1200, orig:0,0, rot:0 for port 1.