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How to collect full memory dump of Remote Application Server process?

APPLIES TO:
  • Parallels Remote Application Server

Information

In some of the cases (for example high CPU or memory utilization) full memomy dump of the specific process may be required for further troubleshooting. This articles describes how to do that using ProcDump utility:

Prepare ProcDump tool to collect dump:

  • Download ProcDump on the server in question.

  • 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.

Collect procdumps of Publishing Agent service:

  • On the Publishing Agent 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 2XContoller.exe
    
  • Dumps will be generated in the folder (e.g. C:\Dumps)

Example of successful completion:

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NOTE: In case of the issue with Publishing Agent, the dumps of Redundancy services will be required:

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

    procdump -w -ma 2XRedundancy.exe 
    
  • Dumps will be generated in the folder (e.g. C:\Dumps). Compress the folder and upload it on Parallels ftp share using link provided by Parallels Support representative.

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 
    
  • Dumps will be generated in the folder (e.g. C:\Dumps). Compress the folder and upload it on Parallels ftp share using link provided by Parallels Support representative.

Collect procdumps of Gateway agent service:

  • On the Gateway 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 2XProxyGateway.exe 
    
  • Dumps will be generated in the folder (e.g. C:\Dumps). Compress the folder and upload it on Parallels ftp share using link provided by Parallels Support representative.

Collect procdumps of Universal Devices 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 where PID is a Process ID of 2XDevRedir.exe from affected user.

    procdump -w -ma PID 
    
  • Dumps will be generated in the folder (e.g. C:\Dumps). Compress the folder and upload it on Parallels ftp share using link provided by Parallels Support representative.



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