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Tag Archives: Troubleshooting

Issues creating Desktops in VDI, and what to do about it

Connection Server rebootWe want to highlight some mitigation techniques and a handy KB article today for those of you managing Horizon View desktops. We’re talking about those occasions when no desktop can be created or recomposed in your vdi environment and no tasks submitted from Connection Brokers are acted upon by Virtual Center server.

Our Engineering team has been hard at work fixing many of the underlying causes of this happening and the latest release of View have all but eliminated these issues. However, if these issues show up in latest View releases, then we ask everyone to follow the specific steps in this KB: Pool settings are not saved, new pools cannot be created, and vCenter Server tasks are not processed in a Horizon View environment (2082413)

This KB contains several main steps, the first one of which is collecting the bundled logs from all connection brokers in the vdi environment and recording the time this issue was first observed. Steps 2 to 6 are basic steps that can potentially help address the issue but if issues persist, then step 7 requests opening a support case and submitting the collected bundle logs in step 1 alongside the recorded time when the issue was first observed. You might also include any other useful information, such as whether any recent changes were made to the environment.

When opening your support case, please note this KB article number in the description the case. That helps us get right on point ASAP.

Step 8 is what should address this issue without any connection broker reboot as it causes the stoppage of all View services in all View connection brokers and then restarting them.

If step 8 does not resolve your issue, then the last step (9) involves reboot of all connection serves and this has always addressed the issue in our experience.

Troubleshooting File Level Recovery with vSphere Data Protection – KBTV Webinars

This video is the second in a new series of free Webinars that we are releasing in which our Technical Support staff members present on various topics across a wide range of VMware’s product portfolio.

The title for this presentation is Troubleshooting File Level Recovery with vSphere Data Protection and it dives into some real world examples of how you can troubleshoot file level recovery issues with vSphere Data Protection.

This presentation was originally broadcast live on Thursday 5th March 2015.

To see the details of upcoming webinars in this series, see the Support Insider Blog post at New Free Webinars.

NOTE: This video is 17 minutes in length so it would be worth blocking out some time to watch it!

50 articles that fix EVERYTHING in Horizon View!

Ok, our title may exhibit a teenie-tiny hint of hyperbole, but seriously the following list of articles covers the majority of issues that you can solve yourself. We’ve posted these lists before but limited the number to twenty, but why do that? Your problem might be number twenty one.

  1. Manually deleting linked clones or stale virtual desktop entries from the View Composer database in VMware View Manager and Horizon View (2015112)
  2. Correlating VMware products build numbers to update levels (1014508)
  3. Generating and importing a signed SSL certificate into VMware Horizon View 5.1/5.2/5.3/6.0 using Microsoft Certreq (2032400)
  4. Pool settings are not saved, new pools cannot be created, and vCenter Server tasks are not processed in a Horizon View environment (2082413)
  5. VMware Products and CVE-2014-3566 (POODLE) (2092133)
  6. VMware Horizon View Best Practices (1020305)
  7. Network connectivity requirements for VMware View Manager 4.5 and later (1027217)
  8. Manually deleting replica virtual machines in VMware Horizon View 5.x (1008704)
  9. Finding and removing unused replica virtual machines in the VMware Horizon View (2009844)
  10. Restart order of the View environment to clear ADLDS (ADAM) synchronization in View 4.5, 4.6, 5.0, and 5.1 (2068381)
  11. Collecting diagnostic information for VMware Horizon View (1017939)
  12. View Connection Server reports the error: [ws_TomcatService] STDOUT: java.lang.OutOfMemoryError: Java heap space (2009877)
  13. Legacy applications fail to start with the VMware View 6.0 or 6.0.1 agent installed (2091845)
  14. Provisioning VMware Horizon View desktops fails with error: View Composer Agent initialization error (16): Failed to activate software license. (1026556)
  15. Cannot detach a Persistent Disk in View Manager 4.5 and later (2007076)
  16. Provisioning View desktops fails due to customization timeout errors (2007319)
  17. The View virtual machine is not accessible and the View Administration console shows the virtual machine status as “Already Used” (1000590)
  18. Forcing replication between ADAM databases (1021805)
  19. Administration dashboard in VMware Horizon View 5.1/5.2/5.3 reports the error: Server’s certificate cannot be checked (2000063)
  20. Troubleshooting SSL certificate issues in VMware Horizon View 5.1 and later (2082408)
  21. Removing a standard (replica) connection server or a security server from a cluster of connection/security servers (1010153)
  22. Troubleshooting Persona Management (2008457)
  23. View Persona Management features do not function when Windows Client-Side Caching is in effect. (2016416)
  24. Resolving licensing errors when deploying virtual Office to a system with Office installed natively. (2107369)
  25. Manually deleting linked clones or stale virtual desktop entries from VMware View Manager (1008658)
  26. Troubleshooting a black screen when logging into a Horizon View virtual desktop using PCoIP (1028332)
  27. The PCoIP server log reports the error: Error attaching to SVGADevTap, error 4000: EscapeFailed (1029706)
  28. Connecting to the View ADAM Database (2012377)
  29. Disabling SSLv3 connections over HTTPS to View Security Server and View Connection Server (2094442)
  30. The Event database performance in VMware View 6.0.x is extremely slow (2094580)
  31. Intermittent provisioning issues and generic errors when Composer and vCenter Server are co-installed (2105261)
  32. Performing an end-to-end backup and restore for VMware View Manager (1008046)
  33. Installing VMware View Agent or View Composer fails with the error: The system must be rebooted before installation can continue (1029288)
  34. View Connection Server fails to replicate (2014488)
  35. Provisioning View desktops fail with the error: View Composer Fault: VC operation exceeded the task timeout limit set by View Composer (2030047)
  36. Calculating datastore selection for linked-clone desktops in Horizon View 5.2 or later releases (2047492)
  37. VMware Horizon View Admin dashboard for vCenter Server 5.1 displays the message: VC service is not working properly (2050369)
  38. Generating a Horizon View SSL certificate request using the Microsoft Management Console (MMC) Certificates snap-in (2068666)
  39. Reconnecting to the VDI desktop with PCoIP displays a black screen (2073945)
  40. PCI Scan indicates that TCP Port 4172 PCoIP Secure Gateway is vulnerable to POODLE (CVE-2014-3566) (2099458)
  41. Troubleshooting USB redirection problems in VMware View Manager (1026991)
  42. Location of VMware View log files (1027744)
  43. Migrating linked clone pools to a different or new datastore (1028754)
  44. Error during provisioning: Unable to find folder (1038077)
  45. Unable to connect to a VMware View Manager desktop via the Security Server from outside the firewall (1039021)
  46. VMware View Agent fails to uninstall (2000017)
  47. View Manager Admin console displays the error: Error during provisioning: Unexpected VC fault from View Composer(Unknown)(2014321)
  48. Consolidating disks associated with a backup snapshot fails with the error: The file is already in use (2040846)
  49. Troubleshooting VMware Horizon View HTML Access (2046427)
  50. USB redirection may not work on cloned images after upgrading master image from VMware Horizon View 5.1 to 5.2 and 5.3 (2051801)

Horizon View PCoIP issues?

Here’s our latest top list of KB articles you should know about when encountering issues with PCoIP with Horizon View. It can be a tricky thing to configure and troubleshoot even for the best of us, so here’s some golden nuggets to help you on your way.

Troubleshooting Composer for VMware Horizon View

***UPDATE: We just published a great troubleshooting KB article for Composer that covers a lot of the common issues customers encounter here.

At some point, every View administrator who uses a linked clone pool is going to need to do some troubleshooting. Most linked clone troubleshooting involves a component called Composer.
What is composer, and what does it do?
Composer is an add-on for VMware Horizon View and is used to build linked clone desktops. Details about linked clones and Composer operations can be found in my previous posts, What is a linked clone? and part II of that topic.

Today we will focus on troubleshooting Composer when it breaks.

We are in the process of compiling a KB which will serve as the go-to article for Composer. This will contain links to important KBs, common issues, and procedures for repair. In the meantime, I thought this tactic would be good to share.


Compatibility is more important than many admins realize. VMware builds, tests, certifies and supports components that are built to work together.

The Connection Server talks to:

  • Composer
  • View Agent
  • vCenter
  • Security Server
  • and the clients

Composer in turn, talks to:

  • vCenter,
  • Connection Server
  • The hosts
  • Active Directory
  • The guest OS

As you can imagine, it’s easy for problems to balloon out of control if a component doesn’t talk properly to another. So, you need to ensure that every component is compatible and is designed to work with every other.

Here’s how-

Identifying where a problem exists is the first step to solving it. Composer can be nonfunctional because of factors that are entirely outside of Composer itself. For example, View doesn’t build desktops, that step is done by vCenter through API calls. If you are trying to build desktops and nothing is happening, it doesn’t mean View or Composer are at fault. vCenter needs to be fully functioning properly for View to be able to provision desktops. Along the same lines, Composer needs to be able to talk to all of the hosts in a cluster plus your Active Directory to be able to customize VMs, so if you have a dead host, Composer will fail.

Is Composer at fault then if it doesn’t work? Well, what about the guest VM? Does it get an IP address? Does it boot? If the answer to any of these is no, then Composer can’t do its job.

One of the tactics I take when Composer fails is to manually step though all of the processes involved.

  • Can I clone the base image?
  • Can I change customize it?
  • Can I activate it?
  • Is it network accessible?

If the answer to any of these questions is no, the problem is outside of Composer. Understanding where the linked clone process fails is the key to resolving problems.

Top 20 vSphere 5.5 Support Topics

Here’s our Top 20 vSphere 5.5 Knowledgebase articles for vSphere 5.5 and VMware Hypervisor 5.5

These KBs address the bulk of calls into our call centers for these products. See anything familiar in this list?

  1. VMware ESXi 5.x host experiences a purple diagnostic screen mentioning E1000PollRxRing and E1000DevRx
  2. Installing async drivers on ESXi 5.0, 5.1, and 5.5
  3. Determining Network/Storage firmware and driver version in ESXi/ESX 4.x and ESXi 5.x
  4. Collecting diagnostic information for VMware ESX/ESXi using the vSphere Client
  5. Re-pointing and re-registering VMware vCenter Server 5.1 / 5.5 and components
  6. Unmounting a LUN or detaching a datastore/storage device from multiple VMware ESXi 5.x hosts
  7. Upgrading to vCenter Server 5.5 best practices
  8. Installing or upgrading to ESXi 5.5 best practices
  9. Investigating virtual machine file locks on ESXi/ESX
  10. Creating a persistent scratch location for ESXi 4.x and 5.x
  11. Reducing the size of the vCenter Server database when the rollup scripts take a long time to run
  12. Broadcom 5719/5720 NICs using tg3 driver become unresponsive and stop traffic in vSphere
  13. Methods for upgrading to ESXi 5.5
  14. Permanent Device Loss (PDL) and All-Paths-Down (APD) in vSphere 5.x
  15. Installing vCenter Server 5.5 best practices
  16. Restarting the Management agents on an ESXi or ESX host
  17. Powering off a virtual machine on an ESXi host
  18. Migrating the vCenter Server database from SQL Express to full SQL Server
  19. Resetting the VMware vCenter Server 5.x Inventory Service database
  20. Methods of upgrading to vCenter Server 5.5

Using esxtop to identify storage performance issues in ESX/ESXi

Today we have a new vSphere video that demonstrates how to use esxtop to identify storage performance issues in a vSphere ESX / ESXi environment.

The esxtop utility and the latency statistics that it provides are very useful when troubleshooting performance issues with SAN-connected storage. Watch our latest video and learn!

For additional information see VMware Knowledge Base article Using esxtop to identify storage performance issues for ESX / ESXi (multiple versions) (1008205).

Uploading diagnostic information for VMware through the Secure FTP portal

VMware recently launched the new VMWARE Secure Data Transfer portal which offers the ability to upload diagnostic information and files to VMware in a safe and secure way.

To address a Support Request, VMware Technical Support may request diagnostic information from the affected VMware products. Our video today provides a demonstration of the procedures necessary to upload diagnostic information to VMware using the Secure FTP (sftpsite.vmware.com) portal.

Uploading diagnostic information to VMware using the Secure FTP portal includes these methods:

  • Using your web browser and the HTML Interface
  • Using your web browser and the Java Applet
  • Using the command-line from a Linux operating system
  • Using third-party clients


  • Internet Explorer 9 and above is supported.
  • Other supported browsers include Firefox, Chrome, and Safari.
  • When uploading with Internet Explorer 10/11, you may have to switch to compatibility mode.
  • Do not use the HTML interface to upload files larger than 2 GB.

This video is based on VMware Knowledge Base article Uploading diagnostic information for VMware through the Secure FTP portal (2069559).

Manually collecting diagnostic logs from the Android VMware switch

In today’s new video tutorial, we discuss and demonstrate the process for manually collecting diagnostic logs from the Android VMware Switch.

The normal method to collect the logs from a VMware Ready device is using the VMware Horizon Mobile Server console or through the Horizon Workspace console to which the device is connected. However, if the device fails to connect to the server, you may have to collect the logs from the device itself.

This video provides steps to collect the logs from a VMware Ready device on which the VMware Switch application is installed when other methods are not applicable.

For additional information, see VMware Knowledge Base article Manually collecting diagnostic logs from the Android VMware Switch (2058741).

Troubleshooting virtual machine performance issues

Here is our third Support Insider Live video episode with tips straight from the mouths of our front-line Technical Support Engineers.

Our video today features Sajjad Siddicky talking about his go-to tools for troubleshooting performance issues with virtual machines. Performance of our vms is something we are all concerned with, but where does one start?

Check out this two minute video:

Sajjad recently wrote a piece about VisualEsxtop you can read here. VisualEsxtop is an enhanced version of resxtop and esxtop.

Additional information relating to virtual machine performance issues can be found in KB article: Troubleshooting ESX/ESXi virtual machine performance issues (2001003).

Read more about our new Support Insider Live video series here.