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How to collect logs from Parallels Remote Application Server v14.1 and lower?

APPLIES TO:
  • Parallels Remote Application Server 14.1
  • Parallels Remote Application Server 14.0
  • Parallels Remote Application Server 12.0

Question

How to collect all the necessary logs from Parallels Remote Application Server?

Logs from the Publishing Agent

  1. In RAS Console go to Farm > Settings.
  2. Switch to Global Logging Tab.
  3. Click on Start All Logs.
  4. Reproduce the issue.
  5. Click on Retrieve all logs.

  6. Choose location for the logs.zip and click OK.
  7. Two log files should be retrieved.
  8. Now click on Help > Send Support Request

  9. Set the option Save Zip File

  10. Send logs.zip and 2XAttachment.zip archives to Parallels Technical Support.

Additional logs from Remote Application Server

Additional logs (logs from Terminal Server, VDI agent, etc) might be found in the following location:

    C:\Program Files (x86)\2X\ApplicationServer\AppData

Client Log

    C:\Users\<username>\AppData\Roaming\2XClient\ClientLog.txt

Detailed Logging:

Detailed logging shall be enabled for each component separately.

Prior to collecting, clear current logs by doing the following:

  • Open Console > Farm > Settings > Global Logging > Clear all Logs

Below are the instructions that requires to add registry entries. Please refer to screenshot for reference:

Detailed logging for Publishing Agent:

  1. In the registry editor go to

    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\2X\2XController
    

    Note: (For 32-bit operating systems use HKEY_LOCAL_MACHINE\SOFTWARE\2X\2XController key)

  2. Create a new DWORD key called ConsoleLogLevel. Assign it a decimal value of '6'. Click OK.

  3. Create a new DWORD key called LogLevel. Assign it a decimal value of '6'. Click OK.

  4. Create a new DWORD key called Debug. Assign it a decimal value of 1. Click OK.

  5. Create a new DWORD key called MoreDetails. Assign it a decimal value of 1. Click OK

  6. To apply these settings in Remote Application Server Console navigate to Farm > Backup Servers > right-click required one > Enable Logging > hit Apply (if logging is already enabled > disable it, enable back and hit Apply).

  7. Reproduce the issue and collect a copy of the 2XLogFile from the installation directory > AppData folder.

Detailed logging for Terminal Server Agent

  1. In the registry editor go to

    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\2X\TSAgent
    

    Note: (For 32-bit operating systems use HKEY_LOCAL_MACHINE\SOFTWARE\2X\TSAgent key)

  2. Create a new DWORD key called LogLevel. Assign it a decimal value of '6'. Click OK.

  3. Create a new DWORD key called Debug. Assign it a decimal value of 1. Click OK.

  4. To apply these settings in Remote Application Server Console navigate to Farm > Terminal Servers > right-click required one > Enable Logging > hit Apply (if logging is already enabled > disable it, enable back and hit Apply).

  5. Reproduce the issue and collect a copy of the TSAgent from the installation directory > AppData folder that is located on appropriate Terminal Server.

Detailed logging for Gateway Agent

  1. In the registry editor go to

    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\2X\2XProxyGateway
    

    Note: (For 32-bit operating systems use HKEY_LOCAL_MACHINE\SOFTWARE\2X\2XProxyGateway key)

  2. Create a new DWORD key called LogLevel. Assign it a decimal value of 6. Click OK.

  3. Create a new DWORD key called Debug. Assign it a decimal value of 1. Click OK.

  4. If Gateway component is installed on the same server as Master Publishing Agent to apply these settings in Remote Application Server Console navigate to Farm > Gateways > right-click required one > Properties > switch to IP Address tab > click on Resolve button > hit OK > hit Apply in Console.

  5. If Gateway component is installed on a different server it is required to restart 2XProxyGateway service to apply the settings.

  6. Reproduce the issue and collect a copy of the 2XLogFile from the installation directory > AppData folder.

Detailed logging for Guest Agent

  1. Connect to the VM via HTML5 Gateway.
  2. Enable Debug on the client machine by doing as follows:
    • Navigate to the registry under HKLM > Software > 2X > GuestAgent
    • Create a DWORD called Debug with a value of 1
    • Create a DWORD called Loglevel with a value of 6
    • Create a String called File with a value of C:\guestlog.txt
    • All Logging will be created to the outlined txt file.
  3. Compress log file to archive.

Search words:

RAS

logs




1d70d1f9c41d01c5f7202a4290e434e1 cd13b65bcd43d1e2c4cb465404ad4612 c456fed4f6b552b030d067f3520a259b 7a8c362b3e95ad9649cd9d3ca49f2ead

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