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

Logs from RAS Client

To enable client logging in RAS Client go to Options > 'Enable logging'.

The log file log file will be in:

    "C:\Users\%username%\Application Data\2XClient\ClientLog.txt"

To enable detailed logging on client:

1. Verify that Client logging is enabled(RAS Client go to Options > 'Enable logging').
2. Close RAS Client completely.

3. In Registry Editor go to

    HKEY_CURRENT_USER\Software\2X\AppServerClient.
   

4. There is LogLevel value which is 3. Change it to 6.

5. Start 2X Client and reproduce the issue.

6. The log file will be in users Application Data\2XClient, e.g: "C:\Users\%username%\Application Data\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.