Monitor connections to the Calabrio ONE server

Use the Desktop Monitoring page to monitor client connections to the Calabrio ONE server. From the Desktop Monitoring page you can discover the connection status of multiple tenants, download the logs of your Smart Desktop instance, and view other connection details to troubleshoot customer issues.

NOTE   The Desktop Monitoring page does not provide screen monitoring functionality.

Prerequisites

  • You have the View Desktop Monitoring permission.
  • One or more tenants are configured.
  • The Desktop Client Async Logs Error and Desktop Client Async Logs Success notifications are configured to retrieve logs.

Page location

Application Management > Global > Monitoring > Desktop Monitoring

Procedures

Filter connections

You can filter the information displayed in the table by tenant and the connection and activation status of the tenant’s installed instances of Smart Desktop. You can also sort the information displayed by clicking a column header in the table.

  1. Click Show Filters.
  2. Select or clear the check box next to the desired filter options. By default, all options are selected and the time period is set for the last seven days.

Retrieve Smart Desktop logs

With the Get Logs button, you can retrieve a ZIP file of the logs for each Smart Desktop instance that is connected to your tenant’s Calabrio ONE server.

  1. Locate the Smart Desktop instance you want logs from, and then click Get Logs. You will receive a notification when a ZIP file of the logs is ready to download.

    NOTE   To be notified, you must be enabled to receive the Desktop Client Async Logs Error and the Desktop Client Async Logs Success notifications (see Configure notifications). If these notifications are disabled, you will receive the following error message:
    You will need to subscribe to the ‘desktop client async logs success’ and ‘desktop client async logs error’ notifications to receive these logs.

  2. Open the notification, and then follow the instructions to download the ZIP file.

 

The fields on the Desktop Monitoring page are described below.

Field Description
Select Tenant (System administrators only) Select the tenant whose connections you want to view. You can also select All to view connections for all tenants.
Select Client Version Select the version of Smart Desktop you want to view. You can also select All to view connections for all versions of Smart Desktop.
Reset Restores the default filter selections.
Export Export the displayed desktop monitoring data as a CSV file called MachineDetails.csv. You are given the option to open the file or save it to your Downloads folder.
Status

The status of a specific installation of Smart Desktop.

  • Green—Connected and the installed version is the active version.
  • Yellow—Connected and the installed version is not the active version.
  • Red—Connected and there is an alert.
  • Gray—Disconnected.

Tenant Name

 The name of the tenant.
Machine Name The network name for the client.
Machine ID The universally unique identifier (UUID) of the user’s machine.
IP Address The IP address of the user’s machine.
Activated Client Version The Smart Desktop version currently running on the client’s PC.
Installed Client Version The latest Smart Desktop version downloaded to the agent’s PC. If the Active Client Version and Installed Client Version match, the agent is using the most current version of Smart Desktop.
Connected Indicates that Smart Desktop is currently connected to the Calabrio ONE server.
Logs

The Get Log button generates a request for the logs of the Smart Desktop instance.
Config

The Edit Config button allows you to view and edit the logging level, number of debug files, and the size of those debug files for this instance of Smart Desktop.

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