The document provides an overview of troubleshooting Horizon View. It discusses common issues with Horizon Client connectivity, desktop availability, application management, and broken brokers. For each problem domain, it identifies where to look for troubleshooting clues such as logs, events, and status information. It also provides examples of error messages and events that indicate specific issues.

1. Horizon View Troubleshooting –
Looking Under the Hood
Jack McMichael, VMware, Inc
Matt Coppinger, VMware, Inc
EUC4437
#EUC4437

2. • This presentation may contain product features that are currently under development.
• This overview of new technology represents no commitment from VMware to deliver these
features in any generally available product.
• Features are subject to change, and must not be included in contracts, purchase orders, or
sales agreements of any kind.
• Technical feasibility and market demand will affect final delivery.
• Pricing and packaging for any new technologies or features discussed or presented have not
been determined.
Disclaimer
CONFIDENTIAL 2

3. Identity Manager
ITUser
Horizon
Desktop
AirWatch
Mobile
Content
Collaboration
One Cloud
Workspace Suite
VMware Workspace Suite: Enabling Business Mobility
CONFIDENTIAL 3

4. CONFIDENTIAL 4
AirWatch Mobile:
• A Leader for 5 Consecutive Years
• Placed Highest on Ability to
Execute Axis 3 Consecutive Years
Magic Quadrant
Figure. Magic Quadrant for Enterprise Mobility Management Suites
Source: Gartner, Inc., Magic Quadrant for Enterprise Mobility Management Suites, Terrence Cosgrove, et al, June 8 2015. &
Gartner, Inc., 2015 Critical Capabilities for Enterprise Mobility Management Suites, Terrence Cosgrove, et al, June 9 2015.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the
entire document. The Gartner document is available upon request from AirWatch.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology
users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the
opinions of Gartner¹s research organization and should not be construed as statements of fact. Gartner disclaims all warranties,
expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

5. Horizon Desktop:
VMware leaps past the competition
“VMware's position reflects the company's market
position and commitment to providing resources to
expand its EUC product portfolio and infrastructure.”
CONFIDENTIAL 5

6. Agenda
CONFIDENTIAL 6
1 Common Issues
2 What can go wrong?
3 Domain 1: Horizon Client Connectivity
4 Domain 2: Desktop Availability
5 Domain 3: Application Management
6 Domain 4: Broken Broker
7 Domain 5: Performance
8 Resources

7. Top VMware Global Support Services Tickets
• SSL and Domains
• Connectivity – Understand Horizon network requirements!
• Persona and UEM
• Parent VM issues – Do NOT P2V! Clean VM please…
• PCoIP sizing
• Logs
CONFIDENTIAL 7

8. Working with SSL Certificates
Internal
Certificate
Authorities are
the easiest to
setup, but not
the most trusted
Intermediate
Certificate
Authorities
require chaining
and more work
to setup
Top level
Certificate
Authorities are
the most
expensive
CONFIDENTIAL 8

9. • https://pubs.vmware.com/horizon-view-
60/topic/com.vmware.ICbase/PDF/horizon-view-
60-scenarios-ssl-certificates.pdf
Horizon 6 SSL Guide
CONFIDENTIAL

10. Generating an SSL Certificate Signing Request
CONFIDENTIAL
Read the
Guide!
Create a
config file
Generate cert
signing request
(CSR)
Validate
CSR and
Private Key
Send CSR
to CA
Receive
Signed Cert
from CA
Import Cert
Configure
Horizon
Server to
use Cert
Test!

11. CONFIDENTIAL 11

12. Troubleshooting Keys
Check Horizon Administrator Dashboard
Understand the client connection process (where most
problems lie)
Set the Logging Level on Broker
Check Connection Broker Logs
Check Horizon Agent Logs
Check Horizon Desktop PCoIP Logs
Use kb.vmware.com!
CONFIDENTIAL 12

13. You’ve Deployed Horizon. What Could Go Wrong?
You’ve got a problem:
• I can’t even connect to Horizon
• I get disconnected randomly!
• Why is the display so bad?
• Why is my desktop not available?
• I’m seeing an error in Horizon, what does it mean?
• vCenter is reporting an error
• My desktop is slow…
CONFIDENTIAL 13

14. Identifying the Problem Domain
CONFIDENTIAL 14
Horizon Client
Network
View Connection Server
View Composer
vCenter Server
Compute
Storage

15. Domain 1: Horizon Client Connectivity Issues
Common challenges
• Horizon Client can’t connect
• Logon failures
• Black screens
• Poor quality display
• Randomly disconnected session
CONFIDENTIAL 15

16. Domain 1: Horizon Client Connectivity Issues
Where to look
• Connection Broker logs
• Windows 2008 - <DriveLetter>:ProgramDataApplication DataVMwareVDMlogs
• Event Database
What to look for
• (Client connects) [SimpleAJPService] (ajp:broker:Request9) Request from /192.168.2.1: POST
/broker/xml
• (Broker authentication) [WinAuthFilter] (SESSION:7072-***-a79c mattc) Attempting to authenticate user
'mattc' in domain 'FUTUREOFFICE’
• (User has authenticated to Broker) [AuthorizationFilter] (SESSION:7072-***-a79c) User
FUTUREOFFICEmattc has successfully authenticated to VDM
• (Audit Entry) [Audit] (SESSION:7072-***-a79c)
BROKER_LOGON:USER:FUTUREOFFICEmattc;USERSID:S-1-5-21-326850759-2560684469-
1780228732-1113;USERDN:CN=S-1-5-21-326850759-2560684469-1780228732-
1113,CN=ForeignSecurityPrincipals,DC=vdi,DC=vmware,DC=int;
• Event Database: BROKER_USERLOGGEDIN
CONFIDENTIAL 16

17. Domain 1: Horizon Client Connectivity Issues
CONFIDENTIAL 17
Track sessions using Tail/Grep utilities

18. CONFIDENTIAL 18

19. Domain 1: Horizon Client Connectivity Issues
Black Screen of Death
• PCoIP port blocked (TCP and UDP 4172) or SVGA Driver issue
• pcoip_server/client logs - C:UsersAll UsersVMwareVDMlogs
• Error attaching to SVGADevTap, error 4000: EscapeFailed
• MGMT_SCHAN :scnet_client_open: tera_sock_connect
returned error 10060 - Connection timed out!
• Incorrect PCoIP External URL configured for
Security/Connection Servers
CONFIDENTIAL 19

20. Domain 1: Horizon Client Connectivity Issues
Poor quality display
• Bandwidth, latency, or QoS
• Pcoip_server logs report
• VGMAC :Stat frms:
Loss=0.45%/0.21% (R/T)
• MGMT_PCOIP_DATA :BW:
Decrease (loss) old = 234.9982
new = 176.8438
Randomly disconnected session?
• 15 min after established - wssm
process hasn't started on desktop
• Horizon Agent logs
C:ProgramDataVMwareVDMlogs)
• PENDING_EXPIRED
• Sometimes caused by daisy-chaining
the GINA
CONFIDENTIAL 20

21. Domain 2: Desktop Availability
• Common Issues
– No Desktop Available
– Pool provisioning issues –
customization
– Agent not communicating
with broker
– Stuck at desktop login
screen (SSO)
• Where to look
– Connection Broker/Agent logs
– Event Database
• What to look for
• Broker returns list of desktops available to client
– [DesktopsHandler] (SESSION:7072-***-a79c) For user [S-1-5-21-326850759-2560684469-1780228732-1113] and pool
[cn=gold-np,ou=server groups,dc=vdi,dc=vmware,dc=int] DesktopTracker returned 2 guest DNs
CONFIDENTIAL 21

22. Domain 2: Desktop Availability
Successful Connection Walkthrough
• Client requests desktop
• Event Database: BROKER_DESKTOP_REQUEST
• Broker allocates session to user
• [FarmImp] (SESSION:7072-***-a79c) cn=3f974017-409f-4912-83bc-
2ee794f22fab,ou=servers,dc=vdi,dc=vmware,dc=int, total session count: 0
• [FarmImp] (SESSION:7072-***-a79c) allocateNewSession - identified server for
application CN=GOLD-NP,OU=Applications,DC=vdi,DC=vmware,DC=int
• Event Database: BROKER_MACHINE_ALLOCATED
• Broker attempts SSO
• [FarmImp] (SESSION:7072-***-a79c) Using domain for SSO: FUTUREOFFICE**
• User won’t be logged on to the VM without this!
CONFIDENTIAL 22

23. Domain 2: Desktop Availability
Successful Connection Walkthrough
• Broker starts session on VM
• [DesktopSessionImp] (SESSION:7072-***-a79c) startSession – sending StartSession message
• Agent responds…
• "DesktopManager got a StartSession message”
• Client Info should be in Agent Log along with PCoIP launch
• Event Database: AGENT_PENDING
• [DesktopSessionImp] (SESSION:7072-***-a79c) startSession completed:
• DesktopTracker] User FUTUREOFFICEmattc connected to machine gold-np-2 for desktop gold-
np
• Client connects to VM (Agent)
• “PCoIPCnx::OnConnectionComplete Begin (PCOIP)”
• “WTS_SESSION_LOGON”
• Event Database: AGENT_CONNECTED
CONFIDENTIAL 23

24. Domain 2: Desktop Availability
Check the desktop’s
status with ADSI
• Internal Horizon
Database
• Installed on every
broker
CONFIDENTIAL
24

25. Domain 2: Desktop Availability
Common ADSI Attributes:
• pae-DisplayName
• VM name as displayed in Horizon Admin
• pae-SVIVMSnapshot
• Indicates the current Snapshot that is in use
• pae-VmPath
• Indicates the full Path to the VM in vCenter
• pae-VmState
• Indicates the current state of the Desktop – some states are a
combination of this value and other values
CONFIDENTIAL 25

26. Domain 2: Desktop Availability
• Find VMs with a Snapshot:
– (&(objectClass=pae-VM)(pae-SVIVmSnapshot=/Baseline/Snapshot1/Snapshot2))
• Find VMs with a Name:
– (&(objectClass=pae-VM)(pae-DisplayName=Desktop-234))
CONFIDENTIAL 26

27. Domain 2: Desktop Availability
Events Database
• Query for broker events or use
Horizon Admin UI
• Horizon Event Notifier
https://labs.vmware.com/flings/
horizon-view-event-notifier
CONFIDENTIAL 27

28. Domain 2: Desktop Availability
Desktops not available due to
provisioning error?
• Check View Administrator for Pool
status, check datastore capacity
• Check Event Database -
BROKER_PROVISIONING_ERROR_*
• Check View Composer has network
access to ESX hosts
Desktop not available due to
customization?
• Check Desktop status – AGENT
UNAVAILABLE
• Check View Dashboard
• Desktop Status > Preparing
Desktops OR Problem Desktops
• Check Desktop connectivity to
DNS/AD/Connection Server
CONFIDENTIAL 28

29. Domain 2: Desktop Availability
Desktop not available due to VM
reset/crash?
• Check Desktop status –
ALREADY USED
• Typical on refresh-on-logoff or
delete-on-use desktops
• Broker never received an explicit
logout message from the agent
• Missing AGENT_ENDED event in
DB for VM
View Composer Issues associated
with incorrect domain credentials
• C:ProgramDataVMwareView
ComposerLogs
• FATAL CSvmGaService -
[svmGaService.cpp, 116] Domain
join failed Error 5 (0x5): Access
is denied.
CONFIDENTIAL 29

30. Domain 3: Application Management
• RDS and Group Policy Objects (computer and user policies)
– RD Licensing
– RD Connection and Client Connection
– Application Compatibility
– Device and Resource Redirection
– Session Environment and Time Limits
– Profiles and Temporary Folders
• More info: http://technet.microsoft.com/en-us/library/ee791756(v=ws.10).aspx
• FYI – we will be shipping custom ADM templates that are relevant to RDS integration with
Horizon View
• We can and will honor existing RDS GPOs that are in use
CONFIDENTIAL 30

31. Domain 3: Application Management
RDS Applications
• Depending on Farm, can
be one or multiple host
sessions.
• Session limits per host
(150 default)
• Licensing Diagnostics
(user or device)
Best Practices
• No CPU Overcommitment
• Enable Hyperthreading
• Enable Transparent Page
Sharing
• Enable Fixed Memory
Allocation
• Disable Host Swapping
CONFIDENTIAL 31

32. Domain 4: Broken Broker
Common Issues
• Cannot connect to vCenter
• View Composer errors/issues
• JMS connectivity
• ADAM replication failure
Where to look
• View Administrator
• Event Database
• Windows Event Logs
• View Composer Logs
• Connection Server Logs
CONFIDENTIAL 32

33. Domain 4: Broken Broker
Broker Sizing Guidelines
• Common issues resulting from undersized brokers:
• Memory Heap Issues (In 5.x versions)
• Threading issues
• Latency Issues
Recommendations:
• Always size your broker right from the beginning, avoid downtime or issues later.
• Minimum recommended specifications:
• 2 vCPU / 10 GB RAM for normal sizing (50-500 VMs)
• 4 vCPU / 16+ GB RAM for large sizing (500+ VMs)
CONFIDENTIAL 33

34. Domain 4: Broken Broker
ADS Replication
• Check the Connection Broker Window Event Logs
– VMwareVDMDS log (Error: ADAM Replication)
• Check ADAM replication status on Connection Server:
%systemroot%adamrepadmin.exe /showrepl localhost:389 DC=vdi,DC=vmware,DC=int
CONFIDENTIAL 34

35. Domain 4: Broken Broker
vCenter Server Connectivity
• Admin UI will show RED status
• Check Event Database
• VC_DOWN events
• Impacts provisioning and power operations ONLY
• Check Connectivity from Connection Server to vCenter
Server
• Check credentials used to connect to vCenter Server
• Attempt to login in directly to vCenter using vSphere Client
CONFIDENTIAL 35

36. Domain 4: Broken Broker
What to look for…
• View Composer
– VMs stuck in DELETING status
– VMs have been manually deleted – then pool/desktop deleted
• Causes Composer DB and VC DB to get out of sync
• Composer thinks VM already exists
• Orphaned VMs – KB-2015112 (kb.vmware.com)
• Desktop Composer Fault: 'Virtual Machine with Input Specification already exists‘
• JMS Connectivity
– Split site architecture / firewall causes “split brain”
– View Dashboard shows RED status
– Connection Server Logs
• tracker REJOIN messages – JMS connectivity
• tracker RESYNC messages – messages being delayed
CONFIDENTIAL 36

37. Cleaning Up Broken / Orphaned Pools
• BACKUP
• Disable Provisioning on Broker
• Stop View Composer
– Remove Composer Database Objects
– Remove ADLDS Servers, Server Groups, and Applications
– Remove AD Computer Entries
– Remove vCenter objects
• Unprotect replicas with sviconfig:
SviConfig -operation=RemoveSviClone -VmName=replica-<guid> -
AdminUser=administrator -AdminPassword=passowrd -
ServerUrl=https://localhost:18443/SviService/v2_0
Active Directory View Composer
AD LDS
CONFIDENTIAL 37

38. One Query To Rule Them All
(Proceed with Extreme Caution!)
• Delete One VM
DELETE FROM dbo.SVI_VM_NAME WHERE NAME='replaceMe'
DELETE FROM dbo.SVI_COMPUTER_NAME WHERE NAME='replaceMe'
DELETE FROM dbo.SVI_SC_PDISK_INFO WHERE PARENT_ID=(SELECT ID FROM dbo.SVI_SIM_CLONE WHERE VM_NAME='replaceMe')
DELETE FROM dbo.SVI_SC_BASE_DISK_KEYS WHERE PARENT_ID=(SELECT ID FROM dbo.SVI_SIM_CLONE WHERE VM_NAME='replaceMe')
DELETE FROM dbo.SVI_TASK_STATE WHERE SIM_CLONE_ID=(SELECT ID FROM dbo.SVI_SIM_CLONE WHERE VM_NAME='replaceMe')
DELETE FROM dbo.SVI_REQUEST WHERE ID=(SELECT REQUEST_ID FROM dbo.SVI_TASK_STATE WHERE SIM_CLONE_ID=(SELECT ID FROM dbo.SVI_SIM_CLONE WHERE VM_NAME='replaceMe'))
DELETE FROM dbo.SVI_SIM_CLONE WHERE VM_NAME='replaceMe'
• Delete ALL VMs and Pools
DELETE FROM dbo.SVI_VM_NAME
DELETE FROM dbo.SVI_COMPUTER_NAME
DELETE FROM dbo.SVI_SC_PDISK_INFO
DELETE FROM dbo.SVI_SC_BASE_DISK_KEYS
DELETE FROM dbo.SVI_TASK_STATE
DELETE FROM dbo.SVI_REQUEST
DELETE FROM dbo.SVI_SIM_CLONE
DELETE FROM dbo.SVI_REPLICA
DELETE FROM dbo.SVI_DG_CUST_PROP
DELETE FROM dbo.SVI_DEPLOYMENT_GROUP
Note: Composer will auto clean replicas when no dependent SIM_CLONE objects are available. CONFIDENTIAL 38

39. Domain 4: Broker Broker
• Entitlements: Local vs Global
• Global always takes precedence
• Global Data Layer Replication
• Limits
• 2 Sites
• 4 Pods
• 20,000 Users
Cloud Pod
Architecture
CONFIDENTIAL 39

40. Domain 5: Performance
• Common Issues
– Storage IO bottleneck
– Memory contention
– CPU contention
– Network issues
• Where to look
– vCenter Server
– ESXTOP
– 3rd Party Tools?
CONFIDENTIAL 40

41. Domain 5: Performance
What to look for
• CPU
– Cluster/Host utilization < 90%
– VM utilization - %USED (ESXTOP)
– VM %RDY Time (ESXTOP) < 10
• Memory
– Host utilization < 85%
– VM utilization
– Swapping / Ballooning SWCUR > 1 / MCTLSZ > 1 (ESXTOP)
• Storage
– Disk Read Latency < 25ms
– ESXTOP DAVG or KAVG < 25ms (ESXTOP)
CONFIDENTIAL 41

42. Domain 4: Performance
Optimize your Desktop Parent images!
CONFIDENTIAL 42

43. Domain 5: Performance
vRealize Operations
Manager
• Aggregates metrics into
workload, capacity and
health scores
• Relies on dynamic
thresholds
CONFIDENTIAL 43

44. vRealize Operations for Horizon
CONFIDENTIAL 44

45. Capturing ESX Performance Snapshots
• Use the following command to collect performance metrics for 8 hours on a host:
for i in `seq 8`;do esxtop -a -b -d 5 -n 720 > $i.<hostname>.csv;done
• The above command will create eight 100mb files consisting of 1 hour's worth of ESXTOP
snapshots.
– -d = delay in seconds
– -n = iterations
– (-d 5 x -n 720 = 3600 seconds or 1 hour).
• Useful for replaying performance data over wide time periods for support to analyze!
CONFIDENTIAL 45

46. Summary
• Understand where the issue may lie
– Client? Agent? Server? Composer? vCenter? ESX?
• Know the problem domains
• Check the Horizon Dashboard and Event Database
• Identify the issue – know what a successful connections looks like
• Check the logs
• Use Performance Tools – ESXTOP, vCenter, vRealize Operations for Horizon
• Get Help
CONFIDENTIAL 46

47. Getting Help
• Read the manual! It’s searchable!
• Double check your configuration!
• Check kb.vmware.com for your issue
• http://communities.vmware.com
• Run Horizon “DCT Support” to extract the logs
– http://kb.vmware.com/kb/1017939
– Check the product documentation for using VDMADMIN command for creating various Data Collection
Tool bundles
• Submit a Support Request
CONFIDENTIAL 47

48. Questions
Twitter: @jackwmc4 / @mcopping

49. EUC VMworld 2015 Session Recommendations
CONFIDENTIAL 49
Technical
Application Lifecycle Management with
VMware Horizon
EUC4561
Why Everybody Needs VMware User
Environment Manager (UEM)
EUC5430
Beyond the Marketing:
Horizon 6 Technical Deep Dive
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High Performance 30 Workloads on
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Access Point -EUC Common Gateway EUC6101
What's New with Horizon 6 with VOl and
Hosted Applications
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What's New in VMware Identity Manager EUC6105
Mobile Device Management or
Container: Do We Have to Choose?
EUC5622
End-to-end Security with AirWatch. NSX
and Intelligent Networking
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Show Me the Money !! Finding
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Benefits Beyond Cost Matter Most
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VMware’s End User Computing
(EUC) Strategy into 2015 and
Beyond
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The Real Story of Customers
Delivering 3D Workstations with
VMware Horizon and NVIDIA GRID
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Uncompromised User Experience at
a Cost Less than Physical
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for Business Mobility
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it Secure
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AirWatch and VMware Identity
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so Can You!
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Education: VMware End User
Computing Provides Instant Relief
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Embracing Mobility in the
Federal Sector
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Mobilizing Healthcare: From Shared
to Personal Clinical Workspaces ...
And Beyond!
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Branch Computing
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52. Horizon View Troubleshooting –
Looking Under the Hood
Jack McMichael, VMware, Inc
Matt Coppinger, VMware, Inc
EUC4437
#EUC4437