imageFor Microsoft Enterprise Desktop Virtualization (MED-V), 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! 

1. Collect an MPS Report from the Host and the Guest

To collect an MPS Report, visit this page and download the version appropriate for your operating system.  Once you have the tool downloaded and copied to the systems you wish to run it on, all you need to do is make sure you’re logged on as an admin and execute it, then follow the prompts. When in doubt select all options – it’s better to collect too much data than not enough.

When data collection is complete, the report files will be compressed into a .cab file under the %systemroot%\MPSReports\Setup\<Report Type>\Cab directory called something like %COMPUTERNAME%_MPSReports.CAB.  This CAB file is what we’ll want.

Note: The MPS Reporting utility can take from 3 to 15 minutes to complete. You can run this at any time and resource utilization will be minimal.

2. Collect a directory listing of the following locations on the Host:
  • %ProgramData%\Microsoft\Medv\Workspace
  • %UserProfile%\Virtual Machines
  • %UserProfile%\AppData\Local\Microsoft\MEDV\v2\Virtual Machines

Perhaps the easiest way to do this is to run a CMD prompt, navigate to the appropriate folder and run the following command:

dir *.* > <dir name>.txt

Just be sure that you substitute an easily identifiable name for <dir name>.

3. Collect the following Registry keys from the Host:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MEDV
  • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\MEDV
  • HKEY_CURRENT_USER\Software\Microsoft\MEDV
  • HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\MEDV

The best way to do this is to run REGEDIT, navigate to the proper location, right click on the key and select Export.  Give it an obvious name and save it as a Registration File (*.reg).

4. Collect the following Registry key from the Client:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MEDV
5. Collect the following log files from the Client:
  • %SystemRoot%\setupact.log
  • %SystemRoot%\setuperr.log
  • %SystemRoot%\setupapi.log
  • %SystemRoot%\comsetup.log
  • %SystemRoot%\debug\netsetup.log

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

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