Obtaining Diagnostic Logs to Troubleshoot Horizon Cloud

To effectively troubleshoot Horizon-related issues using diagnostic logs, administrators can follow a systematic approach to collect and analyze relevant log data from Horizon components.

• You can allow Omnissa Operations to collect diagnostic logs for you.
• When applicable, you can collect diagnostic logs directly in the Horizon Universal Console. If you are a Horizon 8 administrator, you can collect diagnostic logs directly using the Horizon Console in Horizon 8.

Collecting Diagnostic Logs

The purpose of collecting diagnostic logs is typically to allow Omnissa Operations to analyze issues that administrators are encountering. The term DCT bundle (Data Collection Tool bundle) is often used by Omnissa Operations in reference to this type of log bundle.

Diagnostic log collection can occur in the following ways.

• When you are opted-in to allow Omnissa Operations access to diagnostic logs, the operations team can directly generate diagnostic logs in order to debug VM-related issues.

  More information about log collection and retention:

  • You, as a customer administrator, have full control of logs generated in the Horizon Universal Console, or you can request Omnissa Operations to delete the logs.
  • Diagnostic logs are automatically deleted after 15 days.
  • The URL for downloading the logs is live for a limited time, which is specified by the log expiry date.
  • The Omnissa Operations team cannot generate, view, or delete your diagnostic logs if you are opted out of this feature. However, for better serviceability remain opted in.

• For Microsoft Azure Edges only, you, as a Horizon Cloud administrator can collect agent diagnostic logs using the Horizon Universal Console.

  Administrators typically collect agent logs using the Horizon Universal Console after filing a technical support request or when requested by Omnissa Operations.

• For Horizon 8 Edges only, you as a Horizon 8 administrator can collect diagnostic logs using the Horizon Console in Horizon 8.

• If the customer has enabled diagnostic log collection by Omnissa Operations, Horizon Cloud will automatically gather agent DCT logs when a VM fails during the customization step. These logs are found in both the Activity and Agent Logs, marked with an OMNISSA_OPS_AUTOMATED initiator. Also, log collection only occurs after the final, failed customization retry attempt; VMs from earlier failed attempts are deleted and not used for log capture.

Additional Considerations

For Microsoft Azure Edges, when a diagnostic log is generated, the log is listed on the Agent Logs page, accessible by selecting Monitor > Agent Logs. The “Initiated by” column on the Agent Logs page provides transparency about who generated the diagnostic log, either an administrator within your organization or Omnissa Operations.

When diagnostic logs are generated or deleted, the activity is recorded on the Activity Logs page, where you can review it. See Monitoring Administrator and End User Activity from the Activity Log Page.

The diagnostic logs might contain data generated by both third-party components, such as Microsoft Windows operating system (for example, Windows event logs), and support software components, which are required for debugging. The diagnostic logs might contain personally identifiable information, such as username, email, etc. Omnissa Operations cannot obfuscate such data without losing context for diagnostics. Omnissa Operations uses this data strictly for diagnostic purposes, and no other purpose.

Collect Diagnostic Logs Using the Horizon Universal Console

You can use the Horizon Universal Console to generate, download, and delete logs for specific VMs for Microsoft Azure Edges.

Administrators tend to collect agent logs using the Horizon Universal Console after filing a technical support request (SR), or when requested by Omnissa Operations. Existing log entries are replaced with newly generated logs. You can download the existing logs if they might be needed for future reference or delete logs that are no longer needed. The term DCT bundle (Data Collection Tool bundle) is often used by the operations team in reference to this type of log bundle.

The following security related characteristics apply to agent logs that you collect.

• You have full control to view and delete logs generated in the Horizon Universal Console.
• Horizon Agent logs are automatically deleted after 15 days.
• The URL for downloading the agent logs is live for a limited time, which is specified by the log expiry date.
• Omnissa Operations cannot generate, view, or delete your agent logs if you are opted out of this feature. However, for better serviceability remain opted in.

Prerequisites

Verify that the Horizon Edge Gateway instance, Unified Access Gateway instance, and pools are in a ready state.

Procedure

1. Select Monitor > Agent Logs.

2. Click Add.

3. Select a pool for which to generate a log and click Next.

   You can select from single-session or multi-session pools. You can only generate DCT logs when the Horizon Agent in the VM has a status of Available.

4. Select all of the VMs for which you want to create logs and click Generate.

   You can select from one to all of the listed VMs that show a green checkmark in the Task Status column. The task status spins during the log-creation process. The process can take several minutes.

5. Click Download log for each log you want to download.

   The logs are downloaded using your browser.

If you want to delete log entries at any time, select a log entry that you want to delete, click Delete, and click Delete again.

Note: You can select multiple logs to delete if they use the same pool.