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OPERATIONAL DEFECT DATABASE
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Ensure your new version of horizon agent is compatible with the current version of ESXi and the version of tools as a sanity measure: VMware Product Interoperability Matrices. After reinstalling or upgrading the agent, the View desktop reports this message on the View Administrator console: Agent Unreachable In the Horizon Agent log, you see a message similar to: <YYYY-MM-DD>T<time> 789-07:00 DEBUG (0EB8-0F74) <theTopicMessageManager> [AgentJmsConfig] Published CHANGEKEY request After approximately 10 seconds, you see this entry: <YYYY-MM-DD>T<time></time> 789-07:00 DEBUG (0EB8-0F74) <theTopicMessageManager> [AgentJmsConfig] Timeout waiting for success response You see entries similar to these in the same log file: update rejected, attempt to reconfigure as paired with missing key information FATAL (0324-23C) <572> []The JVM has exited with code 6. INFO (0308-052C) <JavaBridge> wsnm_jms died, restarting in a minute In the Connection Server log, you see the entries similar to: <DesktopControlJMS> [JMSMessageSecurity] Message could not be validated: Signature invalid for identity agent <DesktopControlJMS> [DesktopTracker] CHANGEKEY message from agent/<Agent GUID> is discarded as it cannot be validated Note: The preceding log excerpts are only examples. Date, time, and environmental variables may vary depending on your environment. For more information on the location of the log files, see Location of VMware View log files (1027744).This is a scenario specific to the precise Log Lines highlighted below, for General Troubleshooting refer to Troubleshooting Agent Unreachable status in VMware Horizon (2083535).This scenario will typically impact Horizon Manual or Full Clone Pools. If the Operating System has also been updated refer to Upgrade Requirements for Windows 10 Operating Systems (2148176).
This issue occurs if the process of changing the key in the Connection Server configuration fails and, therefore, causes the communication between the View Agent and Connection Server to break. Any disruption or resource issue that could result in a delay in this validation can impact this.When the View Agent is reinstalled or upgraded, it may change the key pair used to identify the View Agent with the Connection Server.
Please reference the workaround section.
Procedure to Agent Reset Key: Run the command from this location on a connection broker server command prompt C:\Program Files\VMware\VMware View\Server\tools\bin vdmadmin -A -d desktop-pool-name -m name-of-machine-in-pool -resetkeyNote: To run the above command, open Command Prompt as Admin by selecting "Run as Administrator". Restart the virtual desktop on which the command was issued. Important: For resetkey to appear as an option for vdmadmin set the key ToolsSupportLevel to 60 by navigating to HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.\VMware VDM ([HKLM\Software\VMware, Inc.\VMware VDM]ToolsSupportLevel=dword:60)This workaround does not apply to Horizon View unregistered desktops.This command will not work in a scenario where the NIC has been removed from the machine.
Note: Restarting the agent service starts the wsnm_jms process in the desktop where agent service is running. However, the process terminates shortly after starting. To be alerted when this document is updated, click the Subscribe to Article link in the Actions box. Location of VMware View log filesTroubleshooting Agent Unreachable status in VMware Horizon ViewView 5.1.x Agent の再インストールまたはアップグレード後に、View Administrator コンソールで次のメッセージが報告される: エージェントにアクセスできません重新安装或升级 View Agent 后，View Administrator 控制台报告以下消息：无法访问代理 (Agent Unreachable)