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For Microsoft Application Virtualization (App-V) and SoftGrid issues, the first thing you’ll probably want to do in preparation for your callback is gather up any relevant information and log files so that you’ll have them handy when you speak with a Support Engineer. The exact data we’ll want to review can vary depending on the issue so for the sake of this document we’ll err on the side of gathering too much data rather than too little.

If you're able to collect this information and send it to us prior to the initial callback it will give the engineer time to review your data in advance so we can hit the ground running on that first call.  If you wish to send any of this data to the support engineer handling your case, please address any email to casemail@microsoft.com. The files must be in .ZIP format, and the Subject line must include your case number. An example of proper case number formatting is: REG: 133322255555599Note that the REG: must be included!

 

Gathering Data

What data you gather will first depend on the SoftGrid/App-V component you’re having an issue with:

The Client

The primary log we’ll be working with on client issues is Sftlog.txt and it’s located here:

  • Windows XP: C:\Documents and Settings\All Users\Application Data\Microsoft\Application Virtualization Client
  • Windows Vista: C:\ProgramData\Microsoft\Application Virtualization Client

For more information see: http://technet.microsoft.com/en-us/library/cc817103.aspx.

The details on the various logging levels and how to implement them are documented in KB931803 - Log options for SoftGrid Client 4.x.

The Server

By default, the SoftGrid Virtual Application Server logging file is located in the following location:

%ProgramFiles%\Softricity\SoftGrid Server\logs

This file is called Sft-server.log.

Note: In App-V 4.5 the directory is now called "Microsoft System Center App Virt Management Server\App Virt Management Server", not Softricity\SoftGrid Server.  For more information see KB930871.

If you’re having an issue with the server then the chances are good we’ll ask to see this file. For more information on this log and the logging levels available see the following Knowledge Base article:

931584 - Description of the logging levels for SoftGrid Virtual Application Server 3.x

and

http://blogs.technet.com/softgrid/archive/2009/01/26/troubleshooting-app-v-with-log-files.aspx

Sequencing

The thing that will help us the most with any sequencing issue is access to either the application installation files or your sequence. Without these it can be extremely difficult to resolve a sequencing issue.

Another thing we’ll likely request is a ProcMon (Process Monitor) log taken while reproducing the issue. For details on how to get a ProcMon log see the following:

http://blogs.technet.com/softgrid/archive/2007/08/13/troubleshooting-softgrid-with-process-monitor.aspx

Just remember to get the latest version of Process Monitor before capturing your log.

Troubleshooting Information, Known Issues and General Resources

For troubleshooting information, known issues and a list of great resources see the following link:

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Thanks for your help, thanks for using Microsoft products and thanks for using Microsoft product support!

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