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Collecting VMware Horizon View logs and diagnostic information (1017939)

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Purpose

VMware Technical Support routinely requests diagnostic information from you when a support request is addressed. This diagnostic information contains product specific logs and configuration files from the host on which the product is run. This information is gathered using a specific script or tool within the product.

This article provides procedures for obtaining diagnostic information for VMware View components.

The diagnostic information obtained by using this article is uploaded to VMware Technical Support. To uniquely identify your information, use the Support Request (SR) number you receive when you create the new SR.

For more information on:

Resolution



VMware View consists of these components:
* = these components are options and are present only if installed.

 View Connection Server, View Security Server, View Transfer Server and Enrollment Server

To obtain diagnostic information from the View Connection Server, View Security Server, View Transfer Server and Enrollment Server:
  1. Log in to the View Connection Server.
  2. Navigate to Start > Programs > VMware.
  3. Click Generate View Connection Server Log Bundle.

    On the desktop, the folder vdm-sdct contains zipped log files.

  4. To enable advanced debug logging:
    1. Navigate to Start > Programs > VMware.
    2. Click Set View Connection Server Log Levels.
    3. When prompted, press 3 to enable advanced logging.
Note: Enabling advanced debug logging only ensures that the future events are logged at a high level of log granularity.
 

VMware Unified Access Gateway 

To obtain diagnostic information from Unified Access Gateway appliance enter the URL as below:
 
https://access-point-appliance.example.com:9443/rest/v1/monitor/support-archive
 
Note: access-point-appliance.example.com is the fully qualified domain name of the Unified Access Gateway appliance. 
 

View Agent

To obtain diagnostic information from the View Agent:
  1. Log in to a virtual machine with View Agent installed.
  2. Open a command prompt and execute:

    "C:\Program Files\VMware\VMware View\Agent\DCT\support.bat"

    On the desktop, the folder vdm-sdct contains zipped log files.

  3. To enable advanced debug logging:

    1. Open a command prompt and run:

      "C:\Program Files\VMware\VMware View\Agent\DCT\support.bat" loglevels

    2. When prompted, press 2 to enable advanced logging.

      Note
      : Enabling advanced debug logging will only ensure that any future events are logged at a high level of log granularity.
To collect Agent logs remotely from the Connection Server, run this command in a command prompt:

vdmadmin -A -getDCT -outfile file_name.zip -d pool_name -m virtual_machine_name

By default, the vdmadmin utility is located at C:\Program Files\VMware\Vmware View\Server\tools\bin in the Connection Server.
 
View Agent Linux
  • Log in to a Linux virtual machine
  • Run the dct-debug.sh script

    sudo /usr/lib/vmware/viewagent/bin/dct-debug.sh
The script generates a tarball that contains the DCT bundle. For example: ubuntu-12-vdm-sdct-20150201-0606-agent.tgz

The tarball is generated in the current working directory

For more information on using the vdmadmin utility, see the vdmadmin Command Usage section in the VMware Horizon View 5.2 and 5.3 Administration Guide.

Notes:
  • The support bundle is created in the directory where the command is run.
  • The pool name and virtual machine name are both case sensitive.
  • This command may be run while a user is connected and working on the virtual machine.

View Client

Windows View Clients

To obtain diagnostic information from a Windows View Client:
 
  1. Log in to a physical or virtual machine with the VMware View Client installed.
  2. Open a command prompt and run:

    "C:\Program Files\VMware\VMware View\Client\DCT\support.bat"

    Note: In View Client 2.2 or later, the support.bat file is located at
    32-bit: C:\Program Files\VMware\VMware Horizon View Client\DCT\support.bat
    64-bit: C:\Program Files (x86)\VMware\VMware Horizon View Client\DCT\support.bat

    On the desktop, the folder vdm-sdct contains zipped log files.

  3. To enable advanced debug logging:

    1. Open a command prompt and run:

      "C:\Program Files\VMware\VMware View\Client\DCT\support.bat" loglevels

    2. When prompted, press 4 to enable advanced logging.

      Note: Enabling advanced debug logging will only ensure that any future events are logged at a high level of log granularity.
An alternative method to obtain diagnostic information from a Windows View Client is:
  1. Launch the View Client and click Support Information.

    Note
    : For Horizon View Client 2.x, launch the View Client, click Options, and then click Support Information.


  2. On the next screen, click Collect Support Data, then click Yes. A command Window shows the progress of gathering the information. This process can take several minutes.
  3. In the command Window, respond to the prompts by entering the URLs of the View Connection Server instances against which you want to test the configuration of the View Client, and if required when prompted, select to generate diagnostic dumps of the VMware View processes. The information is written to a .zip file in a folder on the View Client machine's desktop.
Mac View Clients

Mac clients do not have a script to collect logs. You must manually collect these files for diagnostic and troubleshooting purposes:
  • ~/Library/Logs/VMware View Client.log
  • ~/Library/Logs/VMware/VMware View Client/vmware-*.log
  • ~/Library/Preferences/ByHost/com.microsoft.rdc.*.plist
  • ~/Library/Preferences/com.microsoft.rdc.plist
  • ~/Library/Logs/VMware View Client/teradici-username/
  • /Library/Logs/VMware View Client Services.log
  • /Library/Logs/VMware/VMware-usbarb*.log
  • /Library/Logs/VMware/VMware View Client/*.log

    Where ~ indicates the name of the user logged into the Mac client.
Notes:
  • In View 5 and later, the View Client logs can be found in ~/Library/Logs/VMware Horizon View Client.
  • You can use the Finder or Terminal application to locate and copy the files.
  • For more option to collect log files for analysis, refer Horizon collector for Mac.
iPad View Clients

Log collection for the iPad View Client is only possible for View Client 2.2 or later.

For more information, see the Collecting and Sending Logging Information section of the Using VMware Horizon View Client for iOS Guide.

Linux View Clients

The Linux View Client log collector is located at /usr/bin/vmware-view-log-collector. To run this, from a Linux command line interface enter:

/usr/bin/vmware-view-log-collector

To be able to use this tool, ensure that you have execute permissions. To set permissions, from a Linux command line interface enter:

chmod +x /usr/bin/vmware-view-log-collector

Most Linux-based thin clients have client logs in one of these locations:
  • /tmp/vmware-
  • /tmp/teradici-
  • /tmp/vmware-root

PCoIP Zero Client or Host Card

To obtain diagnostic information from PCoIP Zero Clients or Host Cards:
  1. Log in to the PCoIP Zero Client or Host Card IP address from a browser.
  2. Click Event logs from the Diagnostics menu.
  3. Set the event log filter mode to verbose.
  4. Click Apply > View.
  5. Copy and paste the logs from the Window to a text file.

View Composer Server

To obtain diagnostic information from the View Composer Server:
  1. Log in to the View Composer Server.
  2. Navigate to Start > All Programs > VMware > VMware View Composer.
  3. Select Create View Composer Support Logs.

    A .zip file is created on the desktop.
To obtain diagnostic information from the command line:
  1. Log in to the View Composer Server.
  2. Open a command prompt using the Run as administrator option. This ensures that all files are collected in the support bundle.
  3. Run this command:

    • For 32-bit operating systems:

      cscript.exe "C:\Program Files\VMware\VMware View Composer\svi-support.wsf" /zip

    • For 64-bit operating systems:

      cscript.exe "C:\Program Files (x86)\VMware\VMware View Composer\svi-support.wsf" /zip

    The zipped log files are saved on the desktop.
Note: To enable verbose logging in View Composer, see Enabling verbose logging for View Composer related components (1010388).

View Persona Management

View Persona Management logging is managed through the View Persona Management ADM Template. By default, logging is disabled.

To enable Persona Management logging, see Logging Group Policy Settings section in the VMware View 5.0 Administration Guide and VMware View 6.0 Administration Guide

The default location of the Persona Management log is:
  • In Windows XP:

    C:\All Users\Application Data\VMware\VDM\logs\VMWVvp.txt

  • In Windows 7:

    C:\Program Data\VMware\VDM\logs\VMWVvp.txt

Additional Information

In addition to collecting diagnostic information, provide answers to these questions:
    • What date and time did the issue occur?
    • What is the username(s) of the person(s) experiencing the issue?
    • What is the name of the View pool(s) experiencing the issue?
    • What is the name of the View desktop(s) experiencing the issue?
    • What is the version of the vCenter Server you are using?
    • What is the version of the ESXi/ESX host(s)?
    • Which View Client are you using? Is it a thick, thin, or zero client?
    • If the issue is related to USB redirection, please provide the type and model of the USB device.
    • Is the issue reproducible?
    For more information on opening a command prompt, see Opening a command or shell prompt (1003892).

    View Client Log Collection for Android OS, see Collecting and Sending Logging Information

    Tags

    view logs,vmware view logs,view connection server logs,vmware view agent logs

    See Also

    This Article Replaces

    1007611

    Update History

    01/07/2011 - Added information for View Security Server; Added commands for View Composer on 64 bit OS. 03/30/2011 - Added link to KB 1010388 10/02/2011 - Added information on collecting Agent logs remotely 10/27/2011 - Added client log locations for Linux based thin clients 07/17/2012 - Added steps to obtain diagnostic information from the View Composer Server 09/17/2012 - Added to open Command Prompt by selecting "Run as administrator" for View Composer section 09/18/2012 - Added another method of collecting the support logs for Windows View Client 11/15/2012 - Added View Manager 5.1.x to Product Versions 11/28/2012 - Added list of troubleshooting questions to KB 12/19/2012 - Added method for iPad client 02/07/2013 - Added the default vdmadmin path to the Resolution section 02/07/2013 - Added Linux client log collector information to the resolution section. 04/28/2013 - Added View 5.2 to product versions. 04/29/2013 - Added more log file locations in Mac client section 01/10/2014 - Added View 5.3 to product versions. 01/10/2014 - Added 64bit path for support.bat 15/7/2014 - Added View 6.0 to product versions. 26/9/14 - Added View 6.x to product versions.

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