VxRail: How to engage VMware – Broadcom – Omnissa support for Horizon 

By | 26 Aralık 2024
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Instructions

Starting May 06, 2024, if support is needed for the Horizon product, submit a case through Customer Connect at https://customerconnect.omnissa.comThis hyperlink is taking you to a website outside of Dell Technologies.

Horizon is part of the end-user computing (EUC) division of Broadcom. The end-user computing (EUC) division of Broadcom transition from VMware-hosted systems to EUC-hosted systems in April and May 2024.
“This transition is part of our preparation to become a stand-alone entity.” See https://knowledge.broadcom.com/external/article?articleNumber=312833This hyperlink is taking you to a website outside of Dell Technologies. and https://www.omnissa.com/broadcoms-euc-division-embraces-its-future-as-a-standalone-business/This hyperlink is taking you to a website outside of Dell Technologies. for more information.

Note: Ask the customer to collect the following logs depending on the issue being faced: https://kb.omnissa.com/s/article/1017939 This hyperlink is taking you to a website outside of Dell Technologies.Collecting Horizon View log bundles.

Note: If a VxRail customer has purchased an OEM-Horizon, the VxRail engineer should open an internal case with the Dell VMware DE team for further investigation. See the internal notes below this article.

Collecting Horizon View log bundles

Horizon Servers:

  1. Log in to the View Connection Server.
  2. Go to Start > Programs > VMware.
  3. 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.
  4. To enable advanced debug logging:
    1. Go to Start > Programs > VMware.
    2. Click Set Horizon Connection Server Log Levels.
    3. 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. Only enable logging above this when directed by VMware Support.

Horizon Composer Server:

  1. Log in to the Horizon Composer Server.
  2. Go to Start > All Programs > VMware > VMware Horizon Composer.
  3. 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:

  1. You can manage the log-level settings from the admin User Interface.
  2. 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.
  3. You can download the logs as a ZIP file from the Support Settings section of the admin UI.
  4. 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:

  1. Log in to a virtual machine with Horizon Agent installed.
  2. Open a command prompt and run: C:\Program Files\VMware\VMware View\Agent\DCT\support.batNote: With a Horizon Cloud on Azure deployment, the file path location differs: C:\Program Files\VMware\Horizon Agents\Horizon Agent\DCT\support.batOn the desktop, the folder vdm-sdct contains zipped log files with the date of generation in the filename.
  3. To enable advanced debug logging: 
    • Open a command prompt and run:
    “C:\Program Files\VMware\VMware View\Agent\DCT\support.bat” loglevelsNote: With a Horizon Cloud on Azure deployment, the command differs: C:\Program Files\VMware\Horizon Agents\Horizon Agent\DCT\support.bat loglevels
  4. 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. 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_nameBy default, this utility is located in the Connection Server: C:\Program Files\VMware\Vmware View\Server\tools\bin Note: 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:

  1. Log in to a Linux virtual machine.
  2. 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.

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, go to the directory below and run the command:

C:\Program Files x86\VMware\VMware Horizon View Client\DCT
command: support.bat

On the Client desktop, the folder vdm-sdctcontains zipped log files with the date of generation in the filename.
To enable advanced debug logging:

  1. Open a command prompt to the same location above and run: “support.bat” loglevels
  2. When prompted, press 4 to enable advanced logging.