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How to collect information about App-V issues when you contact Microsoft support

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Summary

This article introduces the steps that you must follow to collect information about Application Virtualization (App-V) issues. You should collect the information before you contact Microsoft support.

The following information is required:
  • Machine Information
  • ETL log
  • Registry Export
  • App-V settings export
  • Process Monitor Trace
Additionally, where it is possible, the following additional information should be provided:
  • Example Package
  • Process Dumps
  • Exception Code

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Required Information

Machine Information

This procedure collects basic information on a computer. For example it collects the number and kind of processors, the size of the memory, and a list of software that is installed.
  1. Open the run dialog (either by clicking Start, Run, or by pressing Windows key + r).
  2. Type msinfo32, and then click OK.
  3. In the window that appears, select the Save… option under the File menu.
  4. Save the file as a descriptive name. For example, the name of the computer.

ETL logs

The ETL log is the built in the Windows logging method. App-V has several providers.

To enable logging, please follow these steps:
  1. Run eventvwr.msc in the Run box.
  2. Click View, and then select Show Analytic and Debug Logs.
  3. In the tree view, expand Applications and Services Logs, then Microsoft, then AppV.
  4. You will now see the providers that App-V has.
  5. For each provider you want enable, expand the provider key, right-click a subkey, and then select Enable Log.
After you complete collection of the logs, we recommend that you disable the logging by following steps 4 and 5, and then select Disable Log.

Registry Export

  1. Run regedit in the Run box to start Registry Editor.
  2. Browse to the following key:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\AppV
  3. Right-click the subkey, and then select Export.
  4. Save the export with a descriptive name.
  5. Repeat steps 1 to step 4 to collect the following registry keys if they exist:HKEY_CURRENT_USER\Software\Microsoft\AppVHKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\AppVHKEY_CURRENT_USER\Software\Policies\Microsoft\AppV
  6. If the computer is a 64 bit computer, collect the following registry keys:HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\AppVHKEY_LOCAL_MACHINE\SOFTWARE\ Wow6432Node\Policies\Microsoft\AppVHKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\AppVHKEY_CURRENT_USER\Software\Wow6432Node\Policies\Microsoft\AppV

AppV settings export

  1. Open PowerShell as an administrator.
  2. Execute the following command, replacing [filename] with the name of the file to write the data to:
    Import-Module AppvClient Get-AppVClientConfiguration | Format-Table –autosize –wrap >  [Filename]
  3. [filename] now contains the exported data.

Process Monitor Trace

The Process Monitor is a part of the SysInternals suite, that enables monitoring and logging of calls made to the system. It can be invaluable in determining whether the expected behavior matches the actual behavior. Process Monitor can be downloaded at http://technet.microsoft.com/en-us/sysinternals/bb896645.
  1. Start Process Monitor (procmon.exe).
  2. Press OK in the Process Monitor Filter dialog.
  3. Run through your reproduction scenario.
  4. When you finish, clear the File menu, and then click the Capture Events menu option.
  5. Save the log by selecting the File menu, and then click the Save… menu option. Give it a descriptive name.

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Recommended Information

Example Package

If your issue affects all packages that you have, please include a sample package. If it affects only some packages, please select both a functional and nonfunctional package, label them clearly, and include them. If an issue affects only a single package, please include just that package.

Process Dumps

If the issue results in a crash (either of the application or of AppV, please include process dumps from the time of the crash.

If the application is crashing, follow these steps to gather the dump:
  1. Install WinDbg according to the following instructions:
    http://msdn.microsoft.com/en-us/library/windows/hardware/ff551063(v=vs.85).aspx
  2. If your application has a shortcut, right-click it, and then click Properties, copy the Target field to your clipboard.
  3. Open WinDbg.
  4. Click the File menu, and then click the Open Executable… menu option.
  5. If your application had a shortcut, paste it into the File name box. Otherwise, locate it on disk. (This may be made easier by using the Get-AppvClientPackage powershell commandlet to find the package and version GUIDs).
  6. Run the package until it crashes.
  7. In the Windbg prompt type: .dump /ma [path].dmp where [path] is the path of wherever you want to store the dump.
If the Appv process itself is crashing, follow these steps:
  1. Open WinDbg.
  2. Click the File menu, and then click the Attach to a Process… menu option.
  3. Select the crashing component (for example, AppVClient.exe).
  4. Run the scenario until it crashes.
  5. In the Windbg prompt type: .dump /ma [path].dmp where [path] is the path of wherever you want to store the dump.

Extended Process Dump

Depending on the scenario surrounding the crash, your Microsoft Support contact may transfer to you a tool that can capture much more debugging information than a normal process dump.
  1. Download the tool from the link provided.
  2. Open a command prompt as administrator, and then switch to the install directory for TTTracer. 
  3. Stop the AppVClient service by running net stop appvclient.
  4. Run tttracer.exe -onLaunch appvclient.
  5. Start the AppVClient service  by running net start appvclient.
  6. Reproduce the crash.
  7. *.out and *.run files will be generated in the install directory.

Exception Code

If your application fails with a hexadecimal error number, please note it down and include it in your report.

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Keywords: kb, kbsurveynew, kbexpertiseadvanced, kbhowto

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Article Info
Article ID : 2970274
Revision : 2
Created on : 3/27/2020
Published on : 3/27/2020
Exists online : False
Views : 806