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Knowledge Base

Unable to connect to VMware Horizon desktops using PCoIP (1028719)

Last Updated: 1/16/2023Categories: TroubleshootingTotal Views: 91079Language:
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Symptoms

Unable to connect to Horizon desktops using PCoIP.

Connecting to Horizon desktops using PCoIP fails.

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.

After completing each step, try connecting to your Horizon desktop using PCoIP to ensure each is tested and ruled out .

We recommend working through each troubleshooting step in order, and not skipping steps.

To troubleshoot the issue when you are unable to connect to Horizon desktops using PCoIP:

Confirm 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 proper ports are open within the guest operating system. For more information, see Confirming that correct TCP/IP ports are open on a VMware Horizon View Virtual Desktop (1026766).

Confirm that there are no disclaimers or login banners used when PCoIP is the display protocol. For more information, see Black View Client log in screen when using PCoIP (1016961).

Confirm that an available desktop or desktop pool exists. For more information, see Confirming if a desktop pool exists (1026771).

Confirm that the network in the virtual desktop's guest operating system is configured correctly. For more information, see Network configuration in VMware View desktops (1026498).

Confirm that the virtual desktops are configured with enough video RAM to display the resolution required by the client. For more information, see Creating View desktops causes the vCenter Server error: The operation is not supported on the object (1017380).

Confirm that VMware Tools and the VMware Horizon agent are installed in the correct order. For more information, see Configuring PCoIP for use with View Manager (1018158).

Confirm that the SmartCard authentication is configured and is functioning properly. For more information, see:

You are unable to use Smart card from a View desktop using PCoIP (1022390)

Microsoft smart card removal group policy does not work with View smart card SSO (1018142)

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

Collect the VMware Horizon 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 (1028719) in the problem description. For more information, see How to Submit a Support Request.

Related Information

Collecting VMware Horizon View logs and diagnostic information
Configuring PCoIP for use with View Manager
Confirming that correct TCP/IP ports are open on a VMware Horizon View Virtual Desktop
PCoIP を使用して VMware View デスクトップに接続できない
无法使用 PCoIP 连接到 VMware View 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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VMware Horizon リンククローン プールの再構成および更新に関するトラブルシューティング (1030698)

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