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Knowledge Base

Black screen when logging in to Horizon virtual desktop(VDI) over PCOIP in Windows 10 (1028332)

Last Updated: 8/21/2023Categories: TroubleshootingTotal Views: 350859Language:
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Symptoms

For equivalent information on troubleshooting the Blast Protocol, please reference:

Troubleshooting Intermittent Blast Connection Issues (83088)

Troubleshooting Display Issues with the Horizon Blast Protocol - Black or grey screens on connect (90139)

When attempting to connect to a Horizon View virtual machine using the PCoIP protocol, a black screen is displayed temporarily and the client disconnects. Connecting to the same virtual machine using RDP protocol is successful.

From the internal network, PCoIP connections may be successful by connecting directly through the connection server, however connecting externally through UAG results in a black screen.

Connections from a PCoIP Zero Client fail, but connecting using the Horizon View software client is successful.

Horizon dual monitor displays a black screen.

The error message below is displayed

"the connection to the remote computer timed out"

Cause

This issue occurs due to various reasons. These include, but are not limited to:

Misconfiguration of connection server settings.

vRAM shortage on the View virtual machine.

Incorrect video driver version installed on the View virtual machine.

Required ports are not open between UAG/Security server/Connection server to VDI (virtual desktop infrastructure) machine.

Resolution

Each step below provides instructions and a link to a document, for performing the step and taking corrective action as necessary.

The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. They are also ordered in the most appropriate sequence to minimize data loss.

After each step, try to connect or reconnect to your virtual desktop via PCoIP. Work through each troubleshooting step in order, and do not skip a step.

If you see a black screen when using PCoIP:

Verify that the View desktop is using the correct video driver. For more information, see Error attaching to SVGADevTap, error 4000: EscapeFailed reported by PCoIP server.

Verify that the pool is configured to provide enough video memory for the resolutions you plan to present to the clients. For more information, see Dual monitors configured using PCoIP does not span both the monitors for VMware View and Connecting to a VDI desktop with PCoIP displays a black screen and disconnects after 10 seconds.

Verify that the agents were installed in the correct order. For more information, see Agent installation order for Horizon View, Dynamic Environment Manager, and App Volumes.

Confirm the PCoIP Security Gateway configuration. For more information, see Configuring PCoIP Secure Gateway in VMware View.

If connections fail while using the PCoIP protocol through a Thin Client or Zero Client but are successful using the View software client, the issue may be occurring due to an incorrect setting within the Thin Client. Review your Thin Client or Zero Client configuration and contact your vendor if necessary. Please see Factors that delay Zero Client and Thin Client Issue Resolution (83096)

Verify that the network is configured correctly. For more information, see

Firewall Rules for DMZ-Based Security Servers section in the VMware Network Ports in VMware Horizon 7 and Horizon 7 Architecture Planning.

Verify that the agent desktop has enough space to write the temp file that PCoIP uses when generating the PCOIP_Server_Logs. To know the log location see the Location of Horizon (VDM) log files.

If you notice PCoIP connection intermittent disconnect, refer to the following link to find the cause of the disconnect and the location of the log file. To find the disconnect cause see PCoIP Disconnection Codes.

If the issue still persists after completing the steps above:

Collect the VMware View diagnostic bundle. For more information, see Collecting VMware Horizon View (VDM) log bundles.

File a support request with VMware Support and quote this Knowledge Base article ID (1028332) in the problem description. For more information on filing a Support Request, see How to File a Support Request in Customer Connect.

Related Information

Black View Client log-in screen when using PCoIP
Creating a new linked clone View desktop in a pool causes the View Composer to fail
Collecting VMware Horizon View (VDM) log bundles
Configuring PCoIP for use with View Manager
Increasing the number of ports assigned to a VMware View virtual switch
Network configuration in VMware View virtual desktops
Confirming that correct TCP/IP ports are open on a VMware Horizon View Virtual Desktop
Dual monitors configured using PCoIP does not span both the monitors for VMware View
Error attaching to SVGADevTap, error 4000: EscapeFailed reported by PCoIP server
Configuring PCoIP Secure Gateway in VMware View
Connecting to the linked clones in VMware View fails with the error: The Display Protocol For this Desktop is currently not available
Tela escura ao fazer login em uma área de trabalho virtual do Horizon View
Connecting to a VMware View Desktop using PCoIP fails with a black screen
Connecting a View Client to Windows 8 and reconnect using PCoIP fails with a black screen
Pantalla negra al iniciar sesión en un escritorio virtual de Horizon View
Reconnecting to the VDI desktop with PCoIP displays a black screen
Horizon View 仮想デスクトップにログインしたときにブラック スクリーンが表示される
登录到 Horizon View 虚拟桌面时出现黑屏

Detectable by VMware SkylineTM

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End Of General Availability of the Free vSphere Hypervisor (ESXi 7.x and 8.x) (2107518)

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