General troubleshooting steps for SVS

Products

Workspace Virtualization (formerly SVS)

Issue/Introduction

This article is a work in progress. It has been marked Live because of reuse count but still needs alot of work, thus has also been marked internal until it has had enough polish applied we feel confortable publishing public.

Layer fails to import.
Layer fails to export.
Not able to create layer
Slow performance
Layer is causing the client machine to BSOD

Cause

The problems could be cause by different issues.

Resolution

Note! Always make sure that the machine you are using to create layers is a clean machine with no other applications running on the base. The best source machine is the one that only has a Windows OS with the latest security updates installed and the latest build of SVS. See knowledge base article 19961 for latest build list and how to download it.

If Layer fails to import:

1 - Have you tried to import the layer on more than one machine?

2 - Can you re-import the layer on the machine where it was created?

3 - Have you tried to re-create the layer?

4 - Does the machine where you are importing the layer have any Virus Scan or Anty Spyware programs active? If it does disable them.

5 - Search knowledge base for any suggestions about errors during import of layers.

6 - If the layer was created with an older version of SVS and imported to a newer version of SVS have you tried to create a new layer with the new version.

7 - Contact Tech support if the above suggestions don't help.

If Layer fails to export:

1 - Are we getting specific error messages?

2 - Have you tried to recreate the layer?

3 - Are you using the latest build of SVS? See knowledge base article 19961 for latest build list and how to download it.

4 - Search knowledge base for related articles about exporting layers.

5 - Contact Tech support if the above suggestions don't help.

Not able to create layer:

1 - Allways make sure that the machine that you are using to create layes is a clean machine with no other applications running on the base. The best source machine is the one that only have Windows OS and latest updates installed.

2 - What program is being virtualized?

3 - What version and build of SVS is being used to create the layer?

4 - Have you tried to use the latest release build of SVS to create the layer? See knowledge base article 19961 for latest build list and how to download it.

5 - Have you tried to create the layer on another machine?

6 - How are you creating the layer Single Program Capture or Global Capture?

7 - What type of layer is being created Install Application, Data Layer or Empty Layer?

8 - Do you get any specific error messages?

9 - Search knowledge base for any suggestions about errors creating layers.

10- Contact Tech support if the above suggestions don't help.

Having issues with slow performance:

1 - Add Virus Scan, spy ware or any other proceses from Apps running on the base to the SVS Ignore list.

2 - How many layers are active on the machine? and does deactivating one at the time improves performance?

3 - Do you see performance issues with an empty layer or just with the SVS Agent install on the machine?

4 - Search knowledge base for any suggestions about performance issues.

5 - Contact Tech support if the above suggestions don't help.

Machines are getting Microsoft BSOD issues with SVS FSLX.SYS driver.

If you are able to gain access to Windows production environment:

1 - Deactivate all the active layers from the machine and reboot the machine and see the results.

2 - If deactivating the layers help create an empty layer, configure it to automatically start and reboot machine.

3 - If the process doesn't occurrs with an empty layer start activating and rebooting one of your layers at the time until the issue appears.

4 - Does the issue happens with an specific layer? If it does follow suggestions of not able to create layer.

If you are not able to gain access to Windows production environment:

1 - Load the machine in safe mode.

2 - Rename SVS Agent filter driver by going to C:\Windows\System32\Drivers\fslx.sys and rename the .sys extension to either .old, .txt, etc, reboot the machine check if you still have the BSOD issue.

3 - Reinstall SVS Agent and reboot machine.

4 - If the problem persist after you reinstall SVS Agent get a full memory dump that way our Dev team can review it to find out what is causing the issue.

5 - Contact Tech support if the above suggestions don't help.

Applies To
SVS 2.0

SVS 2.1

SWV 6.1