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Knowledge Base

Unable to access an individual VMware Horizon Virtual desktop Protocol Failure or no available desktop sources (1030690)

Last Updated: 5/16/2023Categories: TroubleshootingTotal Views: 72196Language:
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Symptoms

Unable to access the VMware View virtual desktop

The VMware Horizon client reports one of these errors:

All desktop sources are currently busy
Protocol Failure
There are no available desktop sources

Cause

When the number of users trying to access a desktop in the pool is more than the number of desktops on the pool, you experience this issue.

Creating desktops involves reconfigurations of the virtual machines and the guest operating system, one or more reboots, and reconnection with the View Agent. All these steps must be completed before you can access your desktop.

An agent will periodically report on its status in Horizon. Horizon Clients will request access to pools and be assigned an available machine - There are scenarios where machines are not reporting as available and the client will get a response indicating this.

Horizon View can report these errors as a response to a blocker on the Guest o/s or vCenter Server side, for example, being unable to power on the virtual machine due to a lack of memory resources. Horizon View Best Practices: Instant Clone Provisioning and Troubleshooting (91265) outlines best practices and troubleshooting resources.

During troubleshooting, It is useful if you have a vSphere Client to your vCenter Server open to notice other issues on the infrastructure level and a console session to observe the guest o/s during the creation lifecycle.

Resolution

Validate each troubleshooting step below for your environment.

Note: The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. Do not skip a step.

A. In Horizon Console, navigate to the main page for the objects. For example with  Desktop Pools    Select Inventory > Desktops. Ensure available desktops are present. The status column will indicate the current status of a virtual machine.

To troubleshoot issues when you are unable to connect to a specific virtual desktop:

Confirm that the virtual desktop has not been deleted. For more information, see Confirming that the Virtual Desktop has not been deleted (1030682).

Ensure that the virtual desktop has a network connection. For more information, see Increasing the number of ports assigned to a VMware View virtual switch (1026014).

Confirm that the machine is operational on the VMware vCenter Server Console, You can log into the guest o/s here.

Confirm that access remains as above through horizon after a guest o/s restart.  Horizon View Desktops hanging on logoff preventing composer operations, or users from logging in (2151503)

Confirm that the user is entitled to the virtual desktop. For more information, see Confirming if a desktop pool exists (1026771).

Ensure the desktop status in the Horizon administration console is not in an errored state.

Confirm that the user is a member of the appropriate Active Directory groups required to access a virtual machine remotely. For more information, see Connecting to VMware View desktops using RDP fails (1026786).

Verify that there are no issues with Active Directory. For more information, see Troubleshooting Active Directory issues in the VMware View environment (1030465).

If your problem continues to exist after trying the steps in this article:

Collect the VMware View diagnostic bundle. For more information, see Collecting VMware Horizon View logs and diagnostic information (1017939).

File a support request with VMware Support and quote this Knowledge Base article ID (1030690) in the problem description. For more information, see How to Submit a Support Request.

Related Information

Collecting VMware Horizon View logs and diagnostic information
Increasing the number of ports assigned to a VMware View virtual switch
Confirming if a desktop pool exists
Connecting to VMware View desktops using RDP fails
Troubleshooting Active Directory issues in the VMware Horizon View environment
Confirming that the Virtual Desktop has not been deleted
VMware View 仮想デスクトップにアクセスできません
无法访问 VMware View 虚拟桌面

Detectable by VMware SkylineTM

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Attachments

Additional Resources

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

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Download and Install VMware Fusion (2014097)

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