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Support

If you encounter a problem setting up or using the Trusted Zero Client, there are a number of troubleshooting and support resources you can access.

  • We maintain an extensive knowledge base which answers many questions and documents solutions to common problems. The knowledge base is part of the Knowledge Center; click on the Articles tab to access it, or enter a search query in the search field at the top of the page.

  • We host a community forum, allowing you to ask questions and get answers from other IT professionals and our support team, which monitors this channel. The forum is part of the Knowledge Center; click on the Discussions tab to access it.

  • If you need more help, open a support ticket and our support team will engage with you directly.

Logs

The Trusted Zero Client and its related components, including the Trust Center and the PCoIP agent, write log files that document processes and interactions with other services. These files are invaluable in diagnosing problems.

Logs affecting the Trusted Zero Client can be viewed and filtered using the log viewer in the settings dialog. Logs can only be viewed outside of a remote session.

Log Levels

The Trusted Zero Client logs can be tuned to record only major events, or highly verbose records used to debug problems. For more information about log levels and how to set them, see Logs in the settings section.

Creating a Support Request

If you require assistance from your IT Admin or Anyware Support, you can send them a support request from the Trusted Zero Client interface. The support request includes logs from your last session. Once you create a support request, your IT Admin will receive this bundle in their EMS and can coordinate with Anyware Support to help resolve your issue.

To create a support bundle:

  1. During pre-session, click the help icon at the top right corner.

  2. Enter a message describing the issue, and click q**Send**.