When troubleshooting or contacting AppsAnywhere Support in relation to an issue, the log files are essential.
They provide extensive data about the launch process, virtualization process, environment, server, and end user device when an error is encountered.
Reviewing the logs, as well as providing AppsAnywhere Support with a copy and remote access, particularly to the servers, can lead to a much quicker issue resolution time. Without them, the support team may not be able to identify the root cause.
Log files can be found in the following locations and a full, extended (verbose) copy should be provided from as many servers and client machines as possible when contacting AppsAnywhere Support.
The AppsAnywhere Client log (S2HubTracelog.log) provides information about the users environment, details of the validation request and the response from the server.
The AppsAnywhere Client validation log for each user can be found in the following directory on client machines:
A PowerShell command AppsAnywhere_Export_Client_Events.txt (rename to .ps1) can be run with administrator permissions to export to a .csv file.
The AppsAnywhere Client validation log on MacOS (com.s2.uk.AppsAnywhere <date>.log) for each user can be found in the following directory on client machines:
From the Finder menu select the Go to Folder... option
Enter ~/Library/Logs/Software2 and Go
The Finder will now display the folder containing the log files e.g.
StreamingCore.log provide extensive information about the virtualization process and virtual applications along with detailed information on server responses.
Ensure extended logging is enabled in File > Options > Log and reproduce the steps that caused the error.
The log file can be found in the following directory:
Cloudpaging Player Analyzer
In addition to the Player log, this also provides information about the device.
- Download NumecentClientAnalyzer_Multilanguage.txt (appsanywhere.com)
- Change the file extension to *.vbs
- Double click the *.vbs file to execute
- Follow the prompts to complete the data collection
- Attach the "Numecent_Support_Analysis_Bundle(date-time).zip" to the support ticket
Full details are available on the Cloudpaging Player Analyzer article.
The Parallels Client log location depends on Operating System being used. You can enable extended logging via Tools > Options:
Linux and Igel
Cloudpaging via Parallels RAS
The following list covers the logs that are generated in sequence during the launch of a Cloudpaging app via Parallels RAS. If there is an issue with this type of launch, it is often necessary retreive all sets of log files to determine exactly where the error occurs.
For a faster resolution please provide one or all of:
- AppsAnywhere Client log from the end user device
- Parallels Client log from the end user device
- AppsAnywhere Client log from the RDSH servers (or the one that the user has connected to). The RAS admin console can be used to look at the session and see which server it is connected to.
- Cloudpaging Player log from the same RDSH server(s)
- Parallels RAS server logs
The in built developer tools can provide useful information on network requests and the server response.
To generate a browser log (.har) file
- Open the web browser
- Press F12 or navigate to Developer Tools
- From the panel opened, select the Network tab
- Look for a round Record button, and make sure it is activated
- If it is grey, click it once to Start Recording
- Check the box Preserve Log
- Click the Clear button to clear out any existing logs from the Network tab
- Reproduce the issue
- Right-click on the grid of network requests, select Save as HAR with Content, and save the file
- Upload the .har file to a ticket or attach it to an email response
Server logs provide extensive data about the state of the services when an error is encountered.
Log files are available for each service. The full logs can be found in the following directories:
From AppsAnywhere 2.9, these log files and are saved in:
Customers can view these logs by logging into the AppsAnywhere appliance via the hypervisor with the 'setup' user (configured during first time configuration) and selecting View Log Files:
Legacy versions (AppsAnywhere 2.8 and older)
C:\Program Files (x86)\Zend\ZendServer\logs
C:\Program Files (x86)\Zend\Apache24\logs
C:\Program Files (x86)\Numecent\Application Jukebox Server\core\logs
- Change the Logging Level in Settings > Global Logging
- Click Retrieve and select all components to capture logs and to save them to a .zip file
- Collect and send a RASAttachment.zip file
- The Logging Level can be changed by right clicking Guest VM(s) > Troubleshooting > Logging > Configure
- Retrieve – Allows logs to be saved locally to a .zip file.
Further information is available via Logging (parallels.com)