Premier Partner Training Plan

Parallels RAS Advanced Technical Partner Training – Troubleshooting.

This training provides advanced technical training and knowledge necessary to carry out basic troubleshooting.

Pre-requisites

In order to participate in this course, you must have already obtained the Parallels RAS Technical Professional (RAS-TP) and Parallels RAS Technical Professional Advanced (RAS-TPA) Certifications.

Day 1

Advanced product overview.

Overview of the product from the technical perspective:

  1. Licensing (as per licensing guide), including a brief look at my.parallels.com for license management.
  2. System requirements (Including “best practices”) for RAS and sessions in general. (Hardware requirements, software requirements, network requirements)
  3. RAS components: Existing components and their function, communication between them.
  4. Parallels Client types.
Day 2

Per-component troubleshooting.

RAS Console, Management Portal (And Redundancy Service)

  • RAS Console
  • Connection broker
  • Gateway
  • Host Agents: RDSH, Remote PC and Guest Agent
  • VDI Agent
  • Enrollment server
  • Printing, scanning, device redirection
  • HALB
  • RAS Clients
  • HTML5 User Portal
  • Mirroring and Memshell
  • Reporting + Performance Monitor
  • Web Admin Console + REST API
Day 3

Further troubleshooting, collecting data and submitting support requests.

  • RAS Logging (RASReports, Log location, Log collection)
  • RASDumps, Windows memory dumps, Procdump
  • Additional Info Requirements (Network diagram, Windows Even Viewer logs)
  • Overview of Direct T2 submission questionnaire (aka simplified escalation template)

Basic troubleshooting.

Initial troubleshooting steps:

  1. Isolating issue to the specific component
  2. Basic checks against the product design
  3. Miss-use, misconfiguration and other common mistakes.
Day 4

Lab assumes RAS environment is already installed. (Optional – Live Session)

Activities:

  • Initial deployment and configuration of Parallels RAS overview
  • Azure (AVD, SAML)
  • SAML configuration (non-Azure)
  • MFA configuration (RADIUS and other options)
  • Imitating and understanding common issues reported by end users
    • Installation issues
    • Connection/network issues
    • Device redirection (printing, scanning, RemoteFX)
    • Visual issues
  • Imitating and understanding common issues on the server-side
    • Activation/Licensing issues
    • Agent communication issues (networking)
    • Common cases of corrupt installation
  • Common tools and methods for troubleshooting