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Collecting Logs for Troubleshooting

If you experience any issues on the client endpoint or agent machine, collect the necessary logs to assist your Omnissa support representative in troubleshooting.

Horizon Client Logs

Follow the appropriate procedure for your client platform to collect the client logs. Each procedure involves the following high-level tasks:
1. Disconnect from the problematic session.
2. Enable detailed logging at the trace level.
3. Reconnect to the session and reproduce the issue.
4. Collect the client logs.

To collect logs for Horizon Client for Windows:

  1. Disconnect from the desktop session showing the problem.
  2. Open Registry Editor as Administrator on the Horizon Client endpoint.
  3. Add the following registry keys under:
HKEY_LOCAL_MACHINE\SOFTWARE\Omnissa\Horizon\HTML5MMR\WebRTCRedir

"html5mmr.log.webrtc.sharedlib.internal"=dword:00000001
"html5mmr.log.webrtc.allowFullText"=dword:00000001
"html5mmr.log.webrtc.allowThrottle"=dword:00000000
"html5mmr.log.noThrottle"=dword:00000001
"html5mmr.log.webrtc.tracelevel"=dword:00000001
  1. Reconnect to the remote desktop and reproduce the issue.
  2. Collect the DCT support logs for Horizon Client for Windows as described in:
    Omnissa KB 1017939

Horizon Agent Logs

Use the following procedure to collect DCT support logs on the desktop machine.

To collect logs for Horizon Agent:

  1. On the desktop machine exhibiting the problem issue, open cmd.exe as an administrator.

  2. Navigate to the DCT log folder.

  3. For Horizon 8: 

    cd "C:\Program Files\Omnissa\Horizon\Agent\DCT"

  4. For Horizon Cloud on Microsoft Azure:
cd "C:\Program Files\Omnissa\Horizon Agents\Horizon Agent\DCT"
  1. Run:
support.bat
  1. The generated .zip folder will appear in the hzn-sdct folder on the desktop. Upload this zip for Omnissa Support.