Search

Language:  

Available article translations:

What information should be collected to troubleshoot Terminal Server disconnections?

APPLIES TO:
  • Parallels Remote Application Server

Information

Terminal server disconnection issues are usually complicated and complete set of information is required for investigation and troubleshooting. The below part of this article describes what information should be collected.

Prerequisites check

  1. Enable logging on Master Publishing Agent server:

    • In the registry editor go to

      • Parallels Remote Application Server v15:

        HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Parallels\2XController
        
      • Parallels Remote Application Server version v14 and earlier:

        HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\2X\2XController
        

      Note: for 32-bit operating systems use the following key:

      • Parallels Remote Application Server v15:

        HKEY_LOCAL_MACHINE\SOFTWARE\Parallels\2XController
        
      • Parallels Remote Application Server version v14 and earlier:

        HKEY_LOCAL_MACHINE\SOFTWARE\2X\2XController
        
    • Create a new DWORD value LogLevel. Assign it a decimal value of '6'.

    • Create a new DWORD value Debug. Assign it a decimal value of '1'.

    • Create a new DWORD value ConsoleLogLevel. Assign it a decimal value of '6'.

    • To apply these settings in Remote Application Server Console navigate to Farm > Publishing Agent > right-click required one > Enable Logging > hit Apply (if logging is already enabled > disable it, enable back and hit Apply).
  2. Check that Publishing Agent log file has been created in one of the following directories.

    • Parallels Remote Application Server v15:

      C:\Program Files (x86)\Parallels\ApplicationServer\AppData\RASLogFile.txt
      C:\Program Files\Parallels\ApplicationServer\AppData\RASLogFile.txt
      
    • Parallels Remote Application Server v14 and earlier:

      C:\Program Files (x86)\2X\ApplicationServer\AppData\2XLogFile.txt
      C:\Program Files\2X\ApplicationServer\AppData\2XLogFile.txt
      
  3. Enable logging on affected Terminal server:

    • In the registry editor go to

      • Parallels Remote Application Server v15:

        HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Parallels\TSAgent
        
      • Parallels Remote Application Server version v14 and earlier:

        HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\2X\TSAgent
        

      Note: for 32-bit operating systems use the following key

      • Parallels Remote Application Server v15:

        HKEY_LOCAL_MACHINE\SOFTWARE\Parallels\TSAgent
        
      • Parallels Remote Application Server version v14 and earlier:

        HKEY_LOCAL_MACHINE\SOFTWARE\2X\TSAgent
        
    • Create a new DWORD value called LogLevel. Assign it a decimal value of '6'.

    • Create a new DWORD value called Debug. Assign it a decimal value of '1'.

    • Create a new DWORD value called ConsoleLogLevel. Assign it a decimal value of '6'.

    • Create a new String value called File. Assign it the value of <RAS_installation_directory>\AppData\TSAgentLog.txt, e.g.:

      C:\Program Files (x86)\Parallels\ApplicationServer\AppData\TSAgentLog.txt
      
    • 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).
  4. Check that Terminal Server Agent log file has been created in one of the following directories.

    • Parallels Remote Application Server v15:

      C:\Program Files (x86)\Parallels\ApplicationServer\AppData\TSAgentLog.txt
      C:\Program Files\Parallels\ApplicationServer\AppData\TSAgentLog.txt
      
    • Parallels Remote Application Server v14 and earlier:

      C:\Program Files (x86)\2X\ApplicationServer\AppData\TSAgentLog.txt
      C:\Program Files\2X\ApplicationServer\AppData\TSAgentLog.txt
      
  5. Prepare ProcDump tool to collect dumps:

    • Download ProcDump on Terminal server.

    • Create a folder where dumps will be stored (e.g. C:\Dumps).

    • Unzip the archive and put the procdump.exe in to the created directory.
  6. Install Telnet client Publishing Agent and Terminal Servers.

Procedure

Once the issue is reproduced, it is important to collect all info at the same time during the same outage:

  1. Create a temp folder all data will be copied in. In this folder create a text document and specify the time the issue reproduced at and any username who has reported the issue.

  2. Confirm that it is not a network issue using telnet:

    • On the Publishing Agent server open Command Prompt and execute:

      telnet `<`TS_name`>` 30004
      

      where <TS_name> is a Terminal server hostname or IP address depending on the way it is added in Remote Application Server Console > Farm > Terminal Servers.

    • On the Terminal server open Command Prompt and execute:

      telnet `<`PA_name`>` 20003  
      

      where <PA_name> is a Publishing Agent hostname.

    • Take screenshots of the resulted output and copy them in temp folder.
  3. Collect netstat information.

    • On Terminal server open Command Prompt and execute the following command:

      netstat -abno > %userprofile%\Desktop\TS_netstat.out
      
    • On Publishing Agent server open Command Prompt and execute the following command:

      netstat -abno > %userprofile%\Desktop\PA_netstat.out
      
    • Output will be saved on the Desktop. Copy it in temp folder.
  4. Collect procdumps of Terminal Server agent service:

    • On the Terminal server open Command Prompt.
    • In Command Prompt, switch to the folder where procdump is located using the cd command, e.g.

      cd C:\Dumps
      
    • Execute the following command 3 times in succession (3 dumps will be created):

      procdump -w -ma 2XAgent.exe
      
    • Copy dumps in temp folder.
  5. Copy logs from Publishing Agent server in temp folder.

  6. Copy logs from Terminal Agent server in temp folder.

  7. Collect RASAttachment.zip file and copy it temp folder.

  8. Compress temp folder and upload it on Parallels ftp share using link provided by Parallels Support representative.

  9. If Support did not request to keep logging enabled, disable it reverting changes described in Prerequisites check part.



1d70d1f9c41d01c5f7202a4290e434e1

FEEDBACK
Was this article helpful?
Tell us how we may improve it.
Yes No