HP t5745 Thin Client, t5335z Smart Client, MT40, t5740e Thin Client, t5570e Thin Client, t410 Smart Zero Client, t5570 Thin Client, t5565z Smart Client, t5740 Thin Client, t5565 Thin Client Troubleshooting guide

HP t5745 Thin Client, t5335z Smart Client, MT40, t5740e Thin Client, t5570e Thin Client, t410 Smart Zero Client, t5570 Thin Client, t5565z Smart Client, t5740 Thin Client, t5565 Thin Client Troubleshooting guide
HP Velocity FAQ and
Troubleshooting
Copyright © 2013 LiveQoS Incorporated All Rights Reserved
Microsoft, Windows, and Windows Vista are U.S. registered trademarks of Microsoft Corporation.
Confidential computer software. Valid license from HP required for possession, use or copying.
Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software
Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government
under vendor's standard commercial license.
The information contained herein is subject to change without notice.The only warranties for HP
products and services are set forth in the express warranty statements accompanying such products
and services. Nothing herein should be construed as constituting an additional warranty. HP shall
not be liable for technical or editorial errors or omissions contained herein.
Fourth Edition: May 2013
First Edition: June 2012
Document Part Number: 689305-004
Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
About this document
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Document styles and conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
For more information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HP Velocity FAQ
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General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
How does HP Velocity improve the user Quality of Experience (QoE)? . . . . . . . . . . . . . . . . . . . . 7
Does HP Velocity introduce latency? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
What is HP Velocity’s impact on available bandwidth? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
What is an HP Velocity-protected flow? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
What is an HP Velocity-monitored flow? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is the maximum number of supported HP Velocity flows?. . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is the purpose of policy filters? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is the LiveQ - Packet Loss Protection Optimizer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is the LiveTCP - Flow Control Optimizer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is LiveTCP - Latency Mitigation? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
What is the LiveWiFi Optimizer?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What is the Target Loss Rate (TLR)? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What is Burst Loss Protection (BLP)?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
How does HP Velocity provide congestion avoidance? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
How does HP Velocity provide congestion control? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Installation and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Which platforms and operating systems are supported by the HP Velocity server component? 11
What are the system requirements for the HP Velocity server component?. . . . . . . . . . . . . . . . 12
Where should HP Velocity be installed? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Which HP Velocity server installation package should be used? . . . . . . . . . . . . . . . . . . . . . . . . 12
Why does the “Another version of this product is already installed” message appear? . . . . . . . 13
Why does the “Do you want to allow the following program from an unknown publisher to make
changes to your system” message appear? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Why does a message about a driver that has not passed Windows Logo Compatibility testing
appear?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
What configurations must be applied to HP Velocity? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
What do the colors of the HP Velocity system tray icon represent? . . . . . . . . . . . . . . . . . . . . . . 14
How is HP Velocity managed? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Why is Save Log History grayed out on the Network Statistics tab? . . . . . . . . . . . . . . . . . . . . . 15
On the Flow Information tab, why are some protocol names listed and others not? . . . . . . . . . 15
What do the red and green bars on the Network Monitor graph represent?. . . . . . . . . . . . . . . . 15
How are Group Policy settings applied? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
What are the account privileges for HP Velocity? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Protected flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
All HP Velocity data flows are blocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Traffic between HP Velocity servers is only monitored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
An RDP connection is not established to Microsoft Hyper-V when HP Velocity is enabled (Protect or
Monitor mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
A network connection is not established to an HP Velocity server that uses a Broadcom teaming
interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
No protected flows are established for connections to a VMware desktop with HP Velocity installed
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HP Velocity troubleshooting
20
VDI connectivity issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Non-VDI connectivity issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HP Velocity-protected flows not established . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quality of Experience - packet-loss issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quality of Experience - latency issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Troubleshooting procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Disabling HP Velocity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling HP Velocity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying loss without Velocity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying loss with Velocity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying Target Loss Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying latency mitigation configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying flow information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding an IP address to the policy filter blacklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a port to the transparent policy filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Validating HP Velocity deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Checking the traffic path for a security server or firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Generating the HP Velocity Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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About this document
Purpose
This document provides FAQ and troubleshooting information for HP Velocity.
Intended audience
This document is intended for HP support staff and customer IT personnel.
Document styles and conventions
In this document, the following styles are used.
Style
Description
Start > Edit >
Cut
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format.
Select directory
screen
A screen or dialog box name uses this format.
myfile.txt
Filenames, directory names, and command line text use this
format.
Sample Product
Links to locations inside the document use this format.
Example book
References to external published documents, books, and
articles use this format.
In this document, the following conventions are used.
Convention
Description
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Replace the whole text including angle brackets with the
expected value. For example, replace <exec_filename> with
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When entering the command, choose one of options presented.
HP Velocity FAQ and Troubleshooting Guide
5
About this document
For more information
For more information
This document is part of a set of documents about HP Velocity. The following documents are
part of the HP Velocity documentation set:
• HP Velocity Technology Overview: This document provides a high-level overview of
HP Velocity technology, components, and features.
• HP Velocity User Guide: This document describes how to start, monitor, and display
information about HP Velocity.
• HP Velocity Server Side Deployment Guide: This document describes deployment
scenarios and installation methods for HP Velocity, procedures for creating a custom
HP Velocity configuration, and procedures for using the Management Application.
• HP Velocity FAQ and Troubleshooting Guide: This document provides FAQ and
troubleshooting information for HP Velocity.
HP Velocity FAQ and Troubleshooting Guide
6
HP Velocity FAQ
This chapter covers the following FAQ categories:
•
•
•
•
General
Installation and deployment
Management
Protected flows
General
This section provides answers to the following FAQs:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
How does HP Velocity improve the user Quality of Experience (QoE)?
Does HP Velocity introduce latency?
What is HP Velocity’s impact on available bandwidth?
What is an HP Velocity-protected flow?
What is an HP Velocity-monitored flow?
What is the maximum number of supported HP Velocity flows?
What is the purpose of policy filters?
What is the LiveQ - Packet Loss Protection Optimizer?
What is the LiveTCP - Flow Control Optimizer?
What is LiveTCP - Latency Mitigation?
What is the LiveWiFi Optimizer?
What is the Target Loss Rate (TLR)?
What is Burst Loss Protection (BLP)?
How does HP Velocity provide congestion avoidance?
How does HP Velocity provide congestion control?
How does HP Velocity improve the user Quality of Experience (QoE)?
HP Velocity integrates with existing systems and addresses the underlying problems found in
today's networks: packet loss, transmission latency, and jitter.
HP Velocity continuously monitors end-to-end network conditions to select the most
appropriate data delivery mechanism. Packet loss is automatically reduced and transmission
latency is minimized, thereby improving an application's QoE and throughput.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
General
HP Velocity boosts application QoE in a high-latency environment. By actively adapting TCP,
HP Velocity automatically calibrates congestion control parameters for each TCP flow based
on the conditions present in the network.
Does HP Velocity introduce latency?
No, HP Velocity provides zero-latency loss protection.
What is HP Velocity’s impact on available bandwidth?
The bandwidth control mode defines how network flows are protected from network loss.
Higher protection modes protect against a greater network loss but also require more
bandwidth.
HP Velocity provides the following bandwidth control modes:
• Dynamic: Configures HP Velocity to dynamically maximize acceleration while optimizing
bandwidth usage.
• Low: Configures HP Velocity to cap the estimated protection overhead at or below 27%.
This mode is best suited to very constrained environments.
• Medium: Configures HP Velocity to cap the estimated protection overhead at or below 40%.
This mode is best suited to moderately constrained environments.
• High: Configures HP Velocity to maximize performance in environments where bandwidth is
not constrained and the network loss is known to be high. This mode is best suited to highloss networks.
NOTE: Protection overhead bandwidth refers to the amount of additional
bandwidth required for each encoding mode HP Velocity uses to protect
against packet loss. For more information, see the “Packet loss protection”
section of the HP Velocity Technology Overview document.
What is an HP Velocity-protected flow?
A protected flow is formed between two HP Velocity endpoints in Protect mode. In this mode,
HP Velocity continuously monitors end-to-end network conditions to activate and adjust
HP Velocity optimizers, such as zero-latency loss protection, WiFi acceleration, TCP flow
control, and latency mitigation.
HP Velocity FAQ and Troubleshooting Guide
8
HP Velocity FAQ
General
What is an HP Velocity-monitored flow?
A monitored flow is formed between two HP Velocity endpoints in Monitor mode. In this mode,
HP Velocity continuously monitors end-to-end network conditions but does not activate or
adjust HP Velocity optimizers, such as zero-latency loss protection, WiFi acceleration, TCP
flow control, and latency mitigation.
What is the maximum number of supported HP Velocity flows?
HP Velocity supports simultaneously protected flows as follows:
• An HP thin client supports 16 to 1024 simultaneously protected flows.
• HP Velocity installed on a virtual desktop supports 16 to 1024 simultaneously protected
flows with one or more HP thin clients.
• HP Velocity installed on a terminal services server supports 256 to 1024 simultaneously
protected flows with one or more HP thin clients.
HP Velocity defaults to the minimum number of supported simultaneous sessions. If the
default setting is changed, reboot the system for the change to take effect.
What is the purpose of policy filters?
The policy filters define which data flows to protect and the level of protection to apply, based
on the configured IP addresses and ports. For more information, see the “Policy Filters”
section of the HP Velocity Server Side Deployment Guide.
What is the LiveQ - Packet Loss Protection Optimizer?
HP Velocity provides zero-latency loss protection from end-to-end packet loss. HP Velocity
protects application flows from packet loss by automatically adapting the amount of added
redundancy.
What is the LiveTCP - Flow Control Optimizer?
HP Velocity improves the throughput of applications like multimedia streaming and remote
desktop access by modifying TCP flow control mechanisms to perform better in WiFi
environments.
What is LiveTCP - Latency Mitigation?
HP Velocity optimizes TCP throughput over all networks and provides latency mitigation for
RDP, RGS, and ICA protocols. HP Velocity optimizes the throughput of applications like
HP Velocity FAQ and Troubleshooting Guide
9
HP Velocity FAQ
General
multimedia streaming and remote desktop by modifying TCP flow control mechanisms to
perform better in high-latency environments.
What is the LiveWiFi Optimizer?
HP Velocity accelerates application flows by leveraging WiFi multimedia standards to minimize
latency and prioritize HP Velocity traffic.
What is the Target Loss Rate (TLR)?
The Target Loss Rate (TLR) is the amount of loss that a thin-client application can tolerate
while still delivering an acceptable QoE. HP Velocity adjusts its operation to ensure that each
application is protected from experiencing too much packet loss. The default and
recommended TLR for thin-client applications is 0.04%.
What is Burst Loss Protection (BLP)?
Burst loss, also known as sequential loss, normally prevents HP Velocity from reconstructing
the source packet at the remote endpoint. To mitigate sequential loss, HP Velocity offers the
Burst Loss Protection (BLP) feature.
The net effect of BLP is added resiliency against burst loss. Its success depends on the
number of source packets that are HP Velocity-encoded and the sequential loss duration.
How does HP Velocity provide congestion avoidance?
HP Velocity provides congestion avoidance by analyzing network links. When it detects a link
with bandwidth constraints, it automatically adjusts protection to accommodate those
constraints.
How does HP Velocity provide congestion control?
Congestion control is provided by the LiveTCP Optimizer, which improves on native TCP by
automatically accelerating the speed at which thin-client protocols (RDP, RGS, and ICA)
transmit data.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Installation and deployment
Installation and deployment
This section provides answers to the following FAQs:
• Which platforms and operating systems are supported by the HP Velocity server
component?
•
•
•
•
•
What are the system requirements for the HP Velocity server component?
Where should HP Velocity be installed?
Which HP Velocity server installation package should be used?
Why does the “Another version of this product is already installed” message appear?
Why does the “Do you want to allow the following program from an unknown publisher to
make changes to your system” message appear?
• Why does a message about a driver that has not passed Windows Logo Compatibility
testing appear?
• What configurations must be applied to HP Velocity?
Which platforms and operating systems are supported by the HP Velocity server
component?
HP Velocity installs as a network driver on the following platforms:
• Virtual desktops
• Microsoft terminal services servers
• Microsoft Hyper-V servers
The HP Velocity server-side component is supported on Windows operating systems.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Installation and deployment
What are the system requirements for the HP Velocity server component?
Requirement
Server OS
Virtual desktop OS
CPU
Any
Any
Memory
30 MB
3 MB
Disk space
10 MB
10 MB
OS
Windows Server 2003
Windows 8
Windows Server 2008
Windows 7
Windows Vista
Windows XP (SP3 and later)
OS variants
32-bit and 64-bit
Clients
HP thin clients
NOTE: Memory requirements are proportional to the number of
simultaneously protected flows supported by HP Velocity.
Where should HP Velocity be installed?
HP Velocity is pre-installed on select HP thin client images. HP Velocity server-side
deployments vary, based on the virtualization architecture. Dee the “Deployment
Configurations” chapter of the HP Velocity Server Side Deployment Guide.
Which HP Velocity server installation package should be used?
Supported operating systems
• Server: Windows Server 2003, Windows Server 2008
• Virtual desktop: Windows 8, Windows 7, Windows Vista,
Windows XP
32-bit installer
<HPVelocity_SERVER_32_2.0.0-R#.msi>
64-bit installer
<HPVelocity_SERVER_64_2.0.0-R#.msi>
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Installation and deployment
Note: The HP Velocity package filename is:
HPVelocity_SERVER_32_REL#_R#.msi or
HPVelocity_SERVER_64_REL#_R#.msi, where REL# is the software
release number and R# is the revision number of the package that
matches the release number.
Why does the “Another version of this product is already installed” message
appear?
An earlier version of HP Velocity is installed. It must be uninstalled before the new installation
can proceed. Recent HP Remote Graphics Software (RGS) versions include HP Velocity. If
RGS is installed, uninstall RGS before installing HP Velocity. Reinstall HP Velocity, and then
reinstall RGS.
Why does the “Do you want to allow the following program from an unknown
publisher to make changes to your system” message appear?
During installation, this message might appear on Windows 7 and Windows Vista systems. If
this message appears, select the option to allow the changes to take place. This is expected
and is required for HP Velocity installation.
Why does a message about a driver that has not passed Windows Logo
Compatibility testing appear?
During installation, this message might appear on Windows XP systems. If this message
appears, allow the installation to proceed. This is expected and is required for HP Velocity
installation.
What configurations must be applied to HP Velocity?
HP Velocity is plug-and-play. It installs with a default configuration suitable for most
deployments. For more information, see the HP Velocity Server Side Deployment Guide.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Management
Management
This section provides answers to the following FAQs:
•
•
•
•
•
•
•
What do the colors of the HP Velocity system tray icon represent?
How is HP Velocity managed?
Why is Save Log History grayed out on the Network Statistics tab?
On the Flow Information tab, why are some protocol names listed and others not?
What do the red and green bars on the Network Monitor graph represent?
How are Group Policy settings applied?
What are the account privileges for HP Velocity?
What do the colors of the HP Velocity system tray icon represent?
.
Icon on
Windows
Icon on
Linux
Color
Mode
Description
Green
Protect
HP Velocity is protecting one or more
flows.
Blue
Protect
HP Velocity is protecting, but flows have
not been established.
Orange
Monitor
HP Velocity is profiling present and
trending network conditions. HP Velocity
does not protect flows.
Gray
Off
HP Velocity is disabled.
How is HP Velocity managed?
HP Velocity is managed using the following:
• HP Velocity Group Policy Objects
• HP Velocity Management Application
For more information, see the HP Velocity Server Side Deployment Guide.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Management
Why is Save Log History grayed out on the Network Statistics tab?
While logging is disabled, Save Log History is grayed out. Enable logging by selecting a
logging interval.
On the Flow Information tab, why are some protocol names listed and others not?
The Protocol column displays only the protocol names of well-known default port numbers,
such as RGS (port 42996), ICA (port 1494), PCoIP (port 4172), and RDP (port 3389).
What do the red and green bars on the Network Monitor graph represent?
Red bars represent the packet loss (without Velocity) in the network. Green bars represent the
corrected packet loss (with Velocity) seen by applications.
How are Group Policy settings applied?
The Group Policy Object (GPO) can be used to centrally manage and propagate new
HP Velocity settings over an entire Windows Active Directory (AD) domain. The GPO
manages both the HP Velocity thin client and server-side settings.
To configure the GPO with HP Velocity options, the HP Velocity Administrative Template must
be applied to the GPO. The HP Velocity Administrative Template
(hp_velocity_configuration_REL#-R#.adm) adds a set of options to the GPO and
specifies the registry keys that will be set for each option.
The Administrative Template is included with the HP Velocity server-side component package
available on the HP support web site.
NOTE: Policy Engine configuration changes will be applied immediately to
HP Velocity endpoints on which the HP Velocity Management Application
is running. If the Management Application is not running, the Policy
Engine changes will be applied to that endpoint after a system reboot.
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Protected flows
What are the account privileges for HP Velocity?
The following tables describe the available HP Velocity server-side access based on Windows
user account privileges.
Administrator:
Information
Read
Write
Export
Flow Information
X
Network Monitoring graphs
X
Network Statistics
X
X
X
Configuration values
X
X
X
Policy Filters configuration values
X
X
X
Information
Read
Write
Export
Flow Information
X
Network Monitoring graphs
X
Network Statistics
X
X
Configuration values
X
X
Policy Filters configuration values
X
X
Non-administrator:
Protected flows
This section provides information for the following scenarios:
• All HP Velocity data flows are blocked
• Traffic between HP Velocity servers is only monitored
• An RDP connection is not established to Microsoft Hyper-V when HP Velocity is enabled
(Protect or Monitor mode)
• No protected flows are established for connections to a VMware desktop with HP Velocity
installed
HP Velocity FAQ and Troubleshooting Guide
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HP Velocity FAQ
Protected flows
All HP Velocity data flows are blocked
In IP headers, HP Velocity uses the Internet Protocol (IP) ID value 0x420B and the IP option
0x880477FB. In TCP headers, HP Velocity uses the TCP option 0x01000000 & 0x00000000.
Intrusion Detection Systems (IDS) and firewall systems may require configuration to support
HP Velocity-enabled traffic. Failure to do so may result in these devices blocking HP Velocityenabled traffic. Consult your device manuals to configure these settings.
Traffic between HP Velocity servers is only monitored
HP Velocity protects only the flows between HP thin clients and HP Velocity-enabled servers
(virtual desktops or terminal services). For server-to-server connections, HP Velocity displays
the green icon but will only be monitoring the flows.
An RDP connection is not established to Microsoft Hyper-V when HP Velocity is
enabled (Protect or Monitor mode)
If HP Velocity is installed directly on Microsoft Hyper-V and there is a “Local Area Connection Virtual Network” entry (Figure 1), ensure that the LiveQoS NDIS 6 Filter Driver is disabled for
the physical network adapter (Figure 2).
Figure 1. Microsoft Hyper-V network connections
HP Velocity FAQ and Troubleshooting Guide
17
HP Velocity FAQ
Protected flows
Figure 2. Disabled LiveQoS NDIS 6 Filter Driver
A network connection is not established to an HP Velocity server that uses a
Broadcom teaming interface
If HP Velocity is installed on Windows servers using the Broadcom Advanced Control Suite
NIC Teaming feature, ensure that the LiveQoS NDIS 6 Filter Driver is disabled for the
connection’s physical network adapter (Figure 3 and Figure 4). For more information, see the
“Installations” chapter of the HP Velocity Server Side Deployment Guide.
Figure 3. Network connections
HP Velocity FAQ and Troubleshooting Guide
18
HP Velocity FAQ
Protected flows
Figure 4. Disabled LiveQoS NDIS 6 Filter Driver
No protected flows are established for connections to a VMware desktop with
HP Velocity installed
Virtualization architectures that require HP thin clients to access virtual desktops via a proxy
service provided by a connection broker (such as VMware View Manager) must have
HP Velocity installed on the connection broker. For more information, see the “Deployment
Configurations” chapter of the HP Velocity Server Side Deployment Guide.
HP Velocity FAQ and Troubleshooting Guide
19
HP Velocity troubleshooting
This section provides decision trees for troubleshooting the following issues:
•
•
•
•
•
•
VDI connectivity issue
Non-VDI connectivity issue
HP Velocity-protected flows not established
Quality of Experience - packet-loss issue
Quality of Experience - latency issue
Troubleshooting procedures
VDI connectivity issue
VDI connectivity issue
Unable to connect
Still unable
to connect
It is not an HP
Velocity issue.
Enable HP Velocity.
Disable HP
Velocity. Try to
connect again.
Reboot
HP thin client.
Try to connect
again.
Connectivity restored
Unable to
connect
Enable
HP Velocity.
Try connecting to a
virtual dekstop on a
different server.
Connectivity
restored
Re-enable HP
Velocity. Try to
connect again.
Unable to
connect
Reboot
HP thin client.
Try to connect
again.
‡ Check the original traffic path
for a security server or firewall.
‡ Disable HP Velocity on
the HP thin client to restore
connectivity.
‡ Open a ticket.
HP Velocity FAQ and Troubleshooting Guide
Connection
successful
Connection
successful
‡ Check the original traffic path
for a security server or firewall.
‡ Disable HP Velocity on
the HP thin client to restore
connectivity.
‡ Call HP support or open a
ticket.
Solved!
20
HP Velocity troubleshooting
Non-VDI connectivity issue
Non-VDI connectivity issue
Non-VDI connectivity
issue
Disable HP
Velocity. Try
connecting
again.
Unable to connect
‡ Try again with HP Velocity
enabled.
‡ If it fails again, disable HP
Velocity to restore
connectivity.
‡ Open a ticket.
Connection
successful
Reboot thin
client. Try
connecting
again.
Protected flow created
Still unable
to connect
Connectivity restored
Try
another
HP Velocity
accelereated
protocol .
No Protected flow
Add
source IP address
to blacklist, or add port
to transparent filter.
Try connecting
again.
Reboot the
thin client. Try
connecting
again.
It is not an HP
Velocity issue.
Enable HP Velocity.
Unable to
connect
‡ Check the original traffic path
for a security server or firewall.
‡ Disable HP Velocity on
the HP thin client to restore
connectivity.
‡ Open a ticket.
HP Velocity FAQ and Troubleshooting Guide
Connection
successful
Solved!
Connection
successful
Call HP support
or open a
ticket.
Unable to
connect
‡ Check the original traffic path
for a security server or firewall.
‡ Disable HP Velocity on
the HP thin client to restore
connectivity.
‡ Open a ticket.
21
HP Velocity troubleshooting
HP Velocity-protected flows not established
HP Velocity-protected flows not established
HP Velocity protected flows
not established
Is it a
supported
HP Velocity
protocol?
No
HP Velocity will only
form protected flows
for supported protocols.
Yes
No
Set both endpoints
to “Protect” mode.
Is HP
Velocity set
to “Protect” on
both endpoints?
Yes
‡ Try reinstalling HP
Velocity.
‡ Replace the HP thin
client if possible.
Yes
Try
another client.
Does it create
protected flows?
No
Are other
protocols being
protected?
Is
the issue
with a VDI
protocol?
Yes
No
Yes
No
‡ Check the traffic paths for
a security server or firewall.
‡ Open a ticket.
‡ Reboot the server side,
if possible.
‡ Check the traffic paths
for a security server or
firewall that could be
blocking traffic.
‡ Disable HP Velocity on
the clients.
‡ Open a ticket.
Yes
Can you
form protected
flows to another
HP Velocity
Server?
No
Is it a
valid
HP Velocity
deployment?
No
Yes
Call HP support or open a ticket.
HP Velocity FAQ and Troubleshooting Guide
Make the necessary changes
to the topology or configuration.
See the HP Velocity Server Side
Deployment Guide.
22
HP Velocity troubleshooting
Quality of Experience - packet-loss issue
Quality of Experience - packet-loss issue
Quality of Experience issue
Verify the topology to
determine which
device is at the far end
of the HP Velocity
protected flow.
No
Is the
protected
flow to the
expected
destination?
Yes they are
protected
Are HP
Velocity protected
flows being
created?
Yes, but they are
in monitored mode
Yes
‡ HP Velocity helps when
there is network loss.
‡ Check the HP thin client
and server system
resources (CPU, RAM, etc).
‡ The quality issue could
be due to low bandwidth
on the link, or high latency.
The application may
require an even higher
network quality.
No
Is there
network loss?
Is the
HP Velocity
protected flow to the
expected
destination IP
address?
Yes
Does
corrected
loss show
improvement?
No
Follow the HP Velocity
protected flows not
established decision tree.
No
Is corrected
loss close to the
chosen TLR
or 0%?
Yes
‡ HP Velocity is working and
improving the network quality.
‡ Look for other causes such as
insufficient CPU or memory.
‡ The quality issues could be due to
low bandwidth on the link or high
latency.
HP Velocity FAQ and Troubleshooting Guide
No
No
Yes
Yes
‡ Verify that HP Velocity is in Protect
mode on both client and server.
‡ Are you exceeding the accelerated
stream limit on the client or server?
‡ Verify that the connection is between
an HP Velocity client and server.
Server-to-server sessions will only be
monitored.
Verify the topology to determine
which device is at the far end of
the HP Velocity session.
‡ Check for available bandwidth.
‡ If there is sufficient bandwidth,
try enabling Burst Loss
Protection (BLP).
23
HP Velocity troubleshooting
Quality of Experience - latency issue
Quality of Experience - latency issue
Latency issue
HP Velocity supports
only RDP, RGS, and
ICA protocols.
No
Is an
RDP, RGS,
or ICA protocol
in use?
Yes
Are HP
Velocity protected
flows being
created?
Follow the HP Velocity
Protected Flows not
Established decision tree.
No
Yes
Follow the Quality of
Experience decision tree.
No
Does
the endpoint
have high
latency?
Does the
server/sender
have LiveTCP
enabled for the
protocol in
use?
Yes
‡ Enable LiveTCP and verify the
port number.
‡ Install HP Velocity Server-Side
version 2.0.
No
Yes
Configure a lower
latency threshold.
No
Is LiveTCP
configured with the
correct latency
threshold?
Does the
Management
Application show
a protected
LiveTCP
flow?
Yes
Yes
Follow the Quality of
Experience decision tree.
No
HP Velocity version 1.6
is not installed on the client.
HP Velocity FAQ and Troubleshooting Guide
No
Does
LiveTCP show
an Inspecting flow
for LiveTCP?
Yes
‡ The amount of latency present
is below the configured latency
threshold.
‡ Follow the Quality of
Experience decision tree.
24
HP Velocity troubleshooting
Troubleshooting procedures
Troubleshooting procedures
This section provides the following troubleshooting procedures:
•
•
•
•
•
•
•
•
•
•
•
•
Disabling HP Velocity
Enabling HP Velocity
Displaying loss without Velocity
Displaying loss with Velocity
Displaying Target Loss Rate
Displaying latency mitigation configuration
Displaying flow information
Adding an IP address to the policy filter blacklist
Adding a port to the transparent policy filter
Validating HP Velocity deployment
Checking the traffic path for a security server or firewall
Generating the HP Velocity Configuration Report
Disabling HP Velocity
To disable HP Velocity on Windows:
1. Click the HP Velocity system tray icon.
2. Select Off on the HP Velocity Mode slider.
3. Click Close.
To disable HP Velocity on Linux:
1. Log in as an administrator.
2. Select Control Panel.
3. Select Setup > Network.
4. Click the HP Velocity tab.
5. Set the HP Velocity Mode to Off.
6. Click OK.
HP Velocity FAQ and Troubleshooting Guide
25
HP Velocity troubleshooting
Troubleshooting procedures
Figure 5. Disabling HP Velocity on Linux GUI
Enabling HP Velocity
To enable HP Velocity on Windows:
1. Click the HP Velocity system tray icon.
2. Select Protect on the HP Velocity Mode slider.
3. Click Close.
HP Velocity FAQ and Troubleshooting Guide
26
HP Velocity troubleshooting
Troubleshooting procedures
Displaying loss without Velocity
To display loss without Velocity—method 1:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Network Statistics.
The Loss - Without Velocity row on the Network Statistics tab indicates the packet loss in the
network seen by applications. See the “Statistics” section of the HP Velocity Server Side
Deployment Guide.
To display loss without Velocity—method 2:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Network Monitor.
The red bars on the Network Monitor graph indicate the packet loss without Velocity seen by
applications. See the “Network Monitor” section of the HP Velocity Server Side Deployment
Guide.
Displaying loss with Velocity
To display loss with Velocity—method 1:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Network Statistics.
The Loss - With Velocity row indicates the corrected packet loss seen by applications. See
the “Statistics” section of the HP Velocity Server Side Deployment Guide.
To display loss with Velocity—method 2:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Network Monitor.
The green bars on the Network Monitor graph indicate the packet loss with Velocity seen by
applications. See the “Network Monitor” section of the HP Velocity Server Side Deployment
Guide.
HP Velocity FAQ and Troubleshooting Guide
27
HP Velocity troubleshooting
Troubleshooting procedures
Displaying Target Loss Rate
To display the currently configured Target Loss Rate (TLR):
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Configuration.
4. Select LiveQ in the navigation tree.
The configured TLR value appears in the LiveQ - Target Loss Rate Filters dialog. See the
“LiveQ Policy Filters” section of the HP Velocity Server Side Deployment Guide.
Displaying latency mitigation configuration
To display the currently configured latency mitigation parameters:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Configuration.
4. Select LiveTCP in the navigation tree.
The configured latency mitigation parameters (latency threshold and congestion control) for
configured protocols appear. See the “Configuring LiveTCP latency mitigation” section of the
HP Velocity Server Side Deployment Guide.
Displaying flow information
To display flow information:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Flow Information.
The Flow Information tab displays detailed information about each unique HP Velocityprotected flow.
Statistic name Description
Remote IP
The remote IP address for the protected flow.
Remote Port
The remote TCP or UDP port number for the protected flow. If the port
number is a well-known protocol, the protocol name also appears.
HP Velocity FAQ and Troubleshooting Guide
28
HP Velocity troubleshooting
Troubleshooting procedures
Statistic name Description
Local IP
The local IP address for the protected flow.
Local Port
The local TCP or UDP port number for the protected flow. If the port
number is a well-known protocol, the protocol name also appears.
Protocol
The protocol (such as TCP or UDP) used by the protected flow.
LiveTCP
Indicates whether LiveTCP is protecting the flow. The modes are:
• Protecting: LiveTCP is providing latency mitigation to the flow.
• Inspecting: LiveTCP is in a monitoring state as network conditions have
not been satisfied to provide protection for the flow.
• Off: LiveTCP is not active.
• N/A: LiveTCP is not applicable for the flow.
LiveQ
Indicates whether HP Velocity is protecting the flow or monitoring the flow
for packet loss.
TLR
The TLR applied to the protected flow as a percentage that HP Velocity will
attempt to achieve.
Encoding
The encoding level applied to the protected flow.
Adding an IP address to the policy filter blacklist
To add an IP address to the policy filter blacklist:
1. On the HP Velocity server system, right-click the HP Velocity system tray icon.
2. Select Management.
3. Click Configuration.
4. Select Policy Filters in the navigation tree.
5. In the Blacklist field of the IP Address pane, enter the IP address and netmask, using the
format xxx.xxx.xxx.xxx/xx, and separating each entry with a space.
6. Click Apply.
For more information, see the “Policy Filters (Port & IP)” section of the HP Velocity Server Side
Deployment Guide.
HP Velocity FAQ and Troubleshooting Guide
29
HP Velocity troubleshooting
Troubleshooting procedures
Adding a port to the transparent policy filter
To add a port to the transparent filter:
1. On the HP Velocity server system, right-click the system tray icon.
2. Select Management.
3. Click Configuration.
4. Select Policy Filters in the navigation tree.
5. In the Port pane, enter a port number in the Transparent TCP Ports or Transparent UDP
Ports field as appropriate. Separate each entry with a space.
6. Click Apply.
For more information, see the “Policy Filters (Port & IP)” section of the HP Velocity Server Side
Deployment Guide.
Validating HP Velocity deployment
Valid HP Velocity deployments are described in the “Deployment Configurations” chapter of
the HP Velocity Server Side Deployment Guide.
To validate the version of HP Velocity:
1. On the HP Velocity server system, right-click the HP Velocity system tray icon.
2. Select About.
Figure 6 shows the HP Velocity version (1.4.1), edition (Server), and release number (6005).
Figure 6. About HP Velocity dialog
HP Velocity FAQ and Troubleshooting Guide
30
HP Velocity troubleshooting
Troubleshooting procedures
Checking the traffic path for a security server or firewall
In IP headers, HP Velocity uses the IP ID 0x420B and the IP option 0x880477FB. In TCP
headers, HP Velocity uses the TCP option 0x01000000 & 0x00000000. Intrusion Detection
Systems (IDS) and firewall systems might require configuration to support HP Velocityenabled traffic. Failure to do so might result in these devices blocking HP Velocity-enabled
traffic. Consult your device manuals to configure these settings.
Generating the HP Velocity Configuration Report
To generate the HP Velocity Configuration Report:
1. On the HP Velocity server system, right-click the HP Velocity system tray icon.
2. Select Management.
3. Click Configuration.
4. Select General in the navigation tree.
5. Select Export Current Configuration To File.
The report is automatically displayed in the default text editor, such as Windows Notepad.
6. Save the report (HPVelocityConfig.txt)to the local system. The default location is the
temporary folder; for example, (C:\Users\<username>\AppData\Local\Temp).
The HP Velocity Configuration Report contains the following information:
• Driver Configuration: Current configuration and internal driver settings of HP Velocity
• Local System Metrics: Statistics on host system performance
• OS Information: Operating system type, configuration, and performance information for the
system on which HP Velocity is installed
• Registry keys: Registry key values configured by the Group Policy Engine
• Statistics: Snapshot of the current statistics
• Flow Information: Current list of protected and monitored flows
For more information, see the “General Settings” section of the HP Velocity Server Side
Deployment Guide.
HP Velocity FAQ and Troubleshooting Guide
31
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