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Locating Log files for Troubleshooting purposes

  • Updated

How to Collect Tehama PCoIP Client Logs

For troubleshooting purposes, you may be asked to provide log files from the Tehama PCoIP Client. Below are instructions based on your operating system and the version of the Tehama PCoIP Client you are using.

Note: If you're unsure which version of the Tehama PCoIP Client you're using, please refer to our article on How to Determine Which Tehama PCoIP Client You Are Using.

Tehama PCoIP Client v3.1.0 (release)

 

Windows

Collecting Tehama PCoIP Client Logs

  1. Open the Tehama PCoIP Client from your Start menu.
  2. Click the link that says "Click here to generate your desktop's logs".
  3. A file named tehama-support-bundle_<date>.zip will be created.
  4. File Explorer will open to C:\Users\<your username>\TehamaLogs.
  5. Locate and share the tehama-support-bundle_<date>.zip file from today's date.

Alternative Method:

  • Navigate to C:\Users\<your username>\TehamaLogs in File Explorer.
  • Look for a file with today's date: Tehama_Log_xxxxxxxxx.txt.

MacOS

Collecting Tehama PCoIP Client Logs

  1. Open the Tehama app from your Applications folder.
  2. Click the link that says "Click here to generate your desktop's logs".
  3. Finder will open with the tehama-support-bundle_<date>.zip file highlighted.
  4. Locate and share the file.

Alternative Method:

  • Navigate to ~/TehamaLogs in Finder.
  • Look for a file with today's date: Tehama_Log_xxxxxxxxx.txt.

Ubuntu

Collecting Tehama PCoIP Client Logs

  1. Open the Tehama PCoIP Client from the Activities menu.
  2. Click the link that says "Click here to generate your desktop's logs".
  3. Your file explorer will open to ~/TehamaLogs with the tehama-support-bundle_<date>.zip file highlighted.
  4. Locate and share the file.

Alternative Method:

  • Navigate to ~/TehamaLogs in your file explorer.
  • Look for a file with today's date: Tehama_Log_xxxxxxxxx.txt.

Tehama PCoIP Client v1.x to v2.5.3 (legacy clients)

We highly encourage upgrading to our current release Tehama Client by following this KB article

 

Windows

Collecting Tehama PCoIP Client Logs

  1. Open File Explorer and enter %tmp% in the address field.
  2. Press Enter to view the temporary files folder.
  3. Click on the "Date Modified" column to arrange the files by the latest date.
  4. Locate the files starting with tehama-presession or login_info and share them with us.

macOS

Collecting Tehama PCoIP Client Logs

  1. Open Finder and navigate to ~/tmp.
  2. Click "Go to Folder" in the "Go" menu and enter ~/tmp.
  3. Arrange the files by "Date Modified" to locate the most recent logs named tehama-presession or login_info.txt and share them with us.

Ubuntu

Collecting Tehama PCoIP Client Logs

  1. Open a terminal and navigate to the logs directory: 
    cd /tmp/Teradici/<USERNAME>/PCoIPClient/logs
  2. Locate and share the most recent log files.

If you're using an older version of the Tehama PCoIP Client and don't have administrative rights, we recommend reaching out to your IT administrator for assistance. If upgrading is not possible, you can continue using these instructions to collect logs from v1.x or v2.5.3.

How to Collect Teradici (HP Anyware) PCoIP Client Logs

Windows

  1. Navigate to C:\Users\<your username>\AppData\Local\Teradici\PCoIPClient\logs in File Explorer.
  2. Locate and share the entire Logs folder or the log files from the applicable date.

macOS

  1. Navigate to ~/Library/Logs/Teradici/PCoIPClient in Finder.
  2. Locate and share the most recent log files.

Ubuntu

  1. Open a terminal and navigate to the logs directory: 
    cd /tmp/Teradici/<USERNAME>/PCoIPClient/logs
  2. Locate and share the most recent log files.

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