Video Screencast Help
Symantec Secure Login will be live on Connect starting February 25. Get the details here.

Symantec Workspace Streaming Troubleshooting Guide

Created: 11 Jun 2012 • Updated: 11 Jun 2012 | 2 comments
Language Translations
joe_garza's picture
0 0 Votes
Login to vote

The information contained in this article should be used by support and /or the customer, as a guideline to help gather all the necessary information to properly troubleshoot a support case. The goal is to eliminate unnecessary correspondence between support and the customer concerning information or evidence gathering, and to help the troubleshooting process. The result will be that the time to resolution for a support case will be considerably shorter, and the customer experience will be strongly enhanced.

The customer should provide the following information to help us get a clearer picture of the issue and how their environment is configured.

  1. Define the issue
  2. Is the issue reproducible?
    1. Yes: provide detailed steps to reproduce
    2. No: provide logs (see below)
  3. Who/what/when/where/how
    1. When did the issue start?
    2. Who is affected/How many users affected?
    3. What/where is the issue seen?
  4. What (if anything) changed in the environment?
  5. Collect data pertaining to the issue
    1. Gather client and server logs from the time of the event
    2. Capture screenshots and memory dumps if applicable
  6. Which environment is affected?
    1. Production, Development, QA, UAT, etc.
  7. Location of servers vs. users (e.g. - the servers are in New York, but the users are in London).
  8. Streaming Architecture
    1. VM vs Physical machines; OS, Platform, Edition, SP, etc.
    2. Number of BEs, FEs, DAs, Server Groups, Load Balancers
  9. Product Version/usage; how is it being consumed?
  10. Current state
    1. Have the systems been rebooted and things are back online?

    We would use the following questions to guide the troubleshooting process based on the information received above. The customer can preemptively answer these questions.

  11. Have there been communication / connectivity issues in the environment?
  12. Check the streaming servers -> Check disk space/CPU utilization/memory
  13. Check the database server -> Check disk space/CPU utilization/memory
  14. Check LDAP servers -> Check disk space/CPU utilization/memory
  15. Is the issue related to:
    1. User streaming issue?
    2. User login/access issue?
    3. Composer/virtualization issue?
    4. Client/server issue?
    5. Install/upgrade issue?
  16. Check the configuration/setup of the streaming environment

NOTE: A Microsoft Word version of the document is attached so the customer can easily fill out/edit the document and send it back to the support technician assigned to a particular support case.

Comments 2 CommentsJump to latest comment's picture

While we are assigning an app to an user instead of an virtual plugin the whole .msi package is getting installed to the user and if we remove the streaming agent also the application is working without getting disabled. Can any help me out in sorting out this issue.

Login to vote
ksreek's picture

Can you throw more light on this issue ? When you say you "assign an app instead of virtual plugin" , are you intending to provisioning an app via the streaming server ?

What application you are talking about and how did you package and provision it to the user ? online/offline
When you attempted to remove the streaming agent , did you also attempt to remove the Virtualization agent as well ? If not removed then Could you please confirm if you have the layer still present active in the machine ? you can go to the Virtualization directory (C:\Program Files\Symantec\Workspace Virtualization) and run the command "svscmd.exe enum" which will enumerate any active layers.

I will also let others to comment on this as i have little knowledge on this streaming system compared to the broad left out audience..

Login to vote