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Knowledge Base

Collecting VMware Horizon View log bundles (1017939)

Last Updated: 10/26/2023Categories: How toTotal Views: 429833Language:
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Symptoms

***For Horizon client install log file location or Horizon client install failed logs see Location of VMware View log files.

VMware Technical Support routinely requests diagnostic information from you when a support request is addressed. This article provides procedures for obtaining diagnostic information for VMware Horizon components.

To uniquely identify your information, use the Support Request (SR) number you receive when you create the new SR when uploading requested diagnostic bundles to support.

For more information on:

Opening a support request, see How to Submit a Support Request

Uploading supporting files, see Uploading diagnostic information for VMware (1008525)

Obtaining diagnostic information for other VMware products, see Collecting diagnostic information for VMware products (1008524)

Optimizing the resolution time of your support request: Guidelines for a Successful Support Experience with End User Computing Support Requests (89627)

Impact / Risks

In addition to collecting diagnostic information, provide answers to these questions. Context is key with a log review – frame it as bringing a colleague up to speed with an on-site issue – clear, precise and accurate data up front assists resolution time.

For connection issues ensure that client and agent log bundles are obtained along with the following information:

What date and time did the error occur?

Timestamps of all relevant actions in the flow to encounter the error – As an example - username, desktop name, and ideally a clear screenshot/recording of the error. (Ideally, a video showing the issue and the system clock alone will do if permitted).

How many users are impacted by this?

Internal, External, One business group, one branch office?

What are the results of on-site isolation testing/ Troubleshooting?

Has a pattern been established? Consider attaching this as a Word document to the case.

What pool type is impacted?  What is the name of the impacted pool?

Please provide the versions of Horizon Client, Server, ESXi and vCenter.

Which Horizon Client are you using?

Is it a thick, thin, or zero client? Which Make & Model?

Consider Factors that Delay Zero Client and Thin Client Issue Resolution (83096)

If the issue is related to a peripheral, please provide the type and model of the device.

Is the issue reproducible?

If a pre-existing issue, has it ever worked?

If it worked in the past, any changes made since the break.

Is your infrastructure/network topology relevant to the issue at hand? If so, a diagram of it always helps.

Resolution

VMware Horizon consists of these components:

Horizon Servers*

Horizon Composer Server (Legacy 7.13 component - 7.13.x end of general support date is April 30th, 2023, with the technical guidance phase completing on April 30th, 2025)

VMware Unified Access Gateway

Horizon Agent

Horizon Client

Windows View Clients

Mac View Clients

iPad View Clients

Linux View Clients

PCoIP Zero Client or Host Card

Horizon Servers

To obtain diagnostic information from the Horizon Connection Server and Enrollment Server:

Log in to the View Connection Server.

Navigate to Start > Programs > VMware.

Click Generate Horizon Connection Server Log Bundle. On the desktop, the folder vdm-sdct contains zipped log files with the date of generation in the filename.

To enable advanced debug logging:

Navigate to Start > Programs > VMware.

Click Set Horizon Connection Server Log Levels.

When prompted, press 3 to enable advanced logging.

Note: Enabling advanced debug logging only ensures that future events are logged at a high level of log granularity. Please only enable logging above this when directed by VMware Support.

Horizon Composer Server

To obtain diagnostic information from the Horizon Composer Server:

Log in to the Horizon Composer Server.

Navigate to Start > All Programs > VMware > VMware Horizon Composer.

Select Create Horizon Composer Support Logs.

On the desktop, the folder vdm-sdct contains zipped log files with the generation date in the filename.

VMware Unified Access Gateway

You can manage the log-level settings from the admin User Interface.

Go to the Support Settings page and select the Log Level Settings. The log levels that can be generated are INFO, WARNING, ERROR, and DEBUG.

Log Collection Options:

You can download the logs as a ZIP file from the Support Settings section of the admin UI.

Alternatively, you can enter a direct URL to initiate :

https://youruagfqdn.com:9443/rest/v1/monitor/support-archive

Note: Replace ouruagfqdn.com with the fully qualified domain name of your Unified Access Gateway appliance from a browser that can reach the admin portal.

Horizon Agent

To obtain diagnostic information from the Horizon Agent:

Log in to a virtual machine with Horizon Agent installed.

Open a command prompt and execute:

C:\Program Files\VMware\VMware View\Agent\DCT\support.bat

Note: With a Horizon Cloud on Azure deployment, the file path location will differ:
C:\Program Files\VMware\Horizon Agents\Horizon Agent\DCT\support.bat

On the desktop, the folder vdm-sdct contains zipped log files with the date of generation in the filename.

To enable advanced debug logging:

Open a command prompt and run:

"C:\Program Files\VMware\VMware View\Agent\DCT\support.bat" loglevels

Note: With a Horizon Cloud on Azure deployment, the command will differ:
C:\Program Files\VMware\Horizon Agents\Horizon Agent\DCT\support.bat loglevels

When prompted, press 2 to enable advanced logging.

Note: Enabling advanced debug logging will only ensure that any future events are logged at a high level of log granularity. Please only enable logging above this when directed to by VMware Support.

To collect Agent logs remotely from the Connection Server, run this command in a command prompt:

vdmadmin -A -getDCT -outfile file_name.zip -d pool_name -m virtual_machine_name

By default, this utility is located at C:\Program Files\VMware\Vmware View\Server\tools\bin in the Connection Server.

Note: Please use a unique, descriptive name for the file name – Ideally including the machine name and a timestamp.

More detailed examples are available here: Configuring Logging in Horizon Agent Using the -A Option.

Notes:

The support bundle is created in the directory where the command is run.

The pool name and virtual machine name are both case-sensitive.

This command may be run while a user is connected and working on the virtual machine.

View Agent Linux

Log in to a Linux virtual machine.

Run the dct-debug.sh script.

sudo /usr/lib/vmware/viewagent/bin/dct-debug.sh

The script generates a tarball that contains the DCT bundle. For example ubuntu-12-vdm-sdct-20150201-0606-agent.tgz

The tarball is generated in the current working directory.

Horizon Client

Windows Horizon Clients :

To obtain diagnostic information from a Windows View Client:

In the Horizon Client window, from the Options menu, select Support Information, and in the dialog box that appears, click Collect Support Data.

From the command line, navigate to the C:\Program Files x86\VMware\VMware Horizon View Client\DCT directory and enter the following command: support.bat. On the Client desktop, the folder vdm-sdct contains zipped log files with the date of generation in the filename.

To enable advanced debug logging:

Open a command prompt to the same location above and run:

"support.bat" loglevels

When prompted, press 4 to enable advanced logging.

Note: Enabling advanced debug logging will only ensure that any future events are logged at a high level of log granularity. Please only enable logging above this when requested.

Mac Horizon Clients :

With Horizon Client 5.3 for Mac, launch the client and we can navigate to "VMware Horizon Client > About VMware Horizon Client > Collect Support Data". The log bundle will be collected on the Desktop.
Horizon Client for Mac Log Files

iPad Horizon Clients :

Please see the steps in the Collecting and Sending Logging Information section of the iOS documentation - Collecting and Sending Logging Information to VMware.

Linux Horizon Clients :

The Linux  Horizon Client log collector is located at /usr/bin/vmware-view-log-collector. To run this, from a Linux command line interface enter:

/usr/bin/vmware-view-log-collector

To be able to use this tool, ensure that you have execute permissions. To set permissions, from a Linux command line interface enter:

chmod +x /usr/bin/vmware-view-log-collector

Most Linux-based thin clients have client logs in one of these locations, please reference vendor documentation.

/tmp/vmware-
/tmp/teradici-
/tmp/vmware-root

PCoIP Zero Client or Host Card :

To obtain diagnostic information from PCoIP Zero Clients or Host Cards:

Log in to the PCoIP Zero Client or Host Card IP address from a browser.

Click Event Logs from the Diagnostics menu.

Set the event log filter mode to verbose.

Click Apply > View.

Copy and paste the logs from the Window to a text file.

Page last reviewed: October 2023
Next review due: December 2023

Related Information

For more information on opening a command prompt, see Opening a command or shell prompt (1003892).

View Client Log Collection for Android OS, see Collecting and Sending Logging Information

Log Locations:

Opening a command or shell prompt
Collecting diagnostic information for VMware products
Uploading diagnostic information for VMware
Changing the log file behavior in the VMware View components
VMware Horizon View のログおよび診断情報の収集
收集 VMware Horizon View 日志和诊断信息
For vmware.log location in windows see Enabling debug logging for VMware Tools within a guest operating system

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