Troubleshooting - log analysis

Troubleshooting

Where to start?

If print queues aren’t appearing in the VDI session, the best place to identify the problem is the Print Deploy Client for VDI logs.The pc-print-deply-client-vdi.log file is located on the VDI host here: C:\Program Files\PaperCut Print Deploy Client VDI\data\logs.

This log is the central location for all VDI Session information for Print Deploy. When the log grows to 200 MB, it “rolls over” and a new log is started. We keep a copy of the previous log until another “rollover” of a new log occurs.

A quick note on some resources:

Please visit the Known Issues page to review if any issue you are experiencing has already been logged and potentially resolved.

Please review the Print Deploy Client for VDI Deployment Considerations page as well. We discuss Session Qualifiers, which are referenced in the examples below

Below are a few examples we’ve come across where queues were not being delivered. Let’s review some snippets from the Print Deploy Client for VDI logs in our investigations.

Example 1 - Missing session qualifiers

Reviewing the Print Deploy Client for VDI logs indicates that not all session qualifiers have been met:

• “2024/12/30 23:00:59 pc-print-deploy-client-vdi.exe: STDOUT| TRACE session/monitor.go:57 Ignored session because of local session {“sessionID”: 6, “domainName”: “pc2022-ad0”, “userName”: “jeff”, “clientName”: “”, “IPs”: null, “isRemote”: false, “status”: “Disconnected”}”

This example shows an invalid session because Clientname, Client IP are missing.

This could be because this session is not a Multi-Session VDI but rather a Single Session VDI where those session identifiers are not present.

Example 2 - Malformed IP Address

Reviewing the Print Deploy Client for VDI logs indicates ** ** all session identifiers were met, however, there’s an issue with the IP address:

• 2024/12/23 20:05:54 pc-print-deploy-client-vdi.exe: STDOUT| TRACE session/monitor.go:67 Found valid session {“sessionID”: 6, “domainName”: “treestump”, “userName”: “christopher.robin”, “clientName”: “eeyor”, “IPs”: [“0.0.176.23”],

The IP Address is reversed and not valid. All session identifiers must be present and valid for queue deployment. This case was where an older Print Deploy for VDI Client was in use. https://papercut.com/support/known-issues/?id=PD-2213#mf

Example 3 - Mobility Queues are not being deployed - UCT shows a ”Failed” status on Queue

Reviewing the Print Deploy Client for VDI logs indicates all session identifiers are present, however, when deploying the Mobility Queues we see:

• 2024/05/28 09:10:01 pc-print-deploy-client-vdi.exe: STDOUT| ERROR printer/printer.go:386 Failed to get printer URLs for Mobility printers {“fqUsername”: “waldrons\beth.williams”, “server”: “https://172.16.10.43:9164“, “printers”: [“PaperCut_Secure Printer-PC“], “error”: “unexpected status: 401 Unauthorized”}

Mobility solves the Print Nightmare problem out of the box, however, when combined with Print Deploy, we need to “Trust” the logged-in user’s credentials

Setting TrustReportedUsername = true in the Mobility-Print.conf.toml file will instruct the Mobility Service to “Trust” the Username from Print Deploy.

The User will now receive their Mobility Queues in their VDI Session deployed via the appropriate Zone from Print Deploy.

What good looks like. (Example: Hostname Zone.)

Let’s review some snippets of the Print Deploy for VDI Client log and examine what a valid session look like.

• Found unique sessions by users {"count": 2}2023/10/13 14:44:30
  

• Found valid session {"sessionID": 3, "domainName": "pcts", "userName": "fredit", "clientName": "win10fulldesk", "IPs": ["192.168.10.14"], "isRemote": true, "status": "Active", "state": "active"}