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OPERATIONAL DEFECT DATABASE
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Virtual desktop computer is unreachable.VDI desktop agent unreachable.Virtual machine (VM) is unresponsive.The operating system freezes or fails.The virtual machine shuts down or boots up, the agent service is not running.Incorrect network configuration or connection issues between View Connection Server and the View Agent.Lookup failure on the machine for the DNS name of the Connection Server host.The ports for JMS, RDP, or AJP13 communication being blocked by firewall rules.The failure of the JMS router on the Connection Server host. If you face agent unreachable issue in Windows 10 1809 see Windows 10 1809 desktops experience performance issues and may become "Agent Unreachable" state if the High Precision Event Timer (HPET) is disabled. If you face agent unreachable in OEM see, Horizon View Agent fails to start on physical desktops with the status: Agent Unreachable.For ADAM data error (com.vmware.vdi.adamwrapper.exceptions.adamobjectnotfoundexception) see "ADAM data error" appears while recomposing VDIs on View Administrator.
The Agent Unreachable status occurs when the View Connection Server is unable to establish communication with the View Agent on a VMware View virtual machine. Ensure the Server o/s, Desktop o/s and Database o/s are healthy and operational with adequate disk space, no NTP issues as a crosscheck before beginning these troubleshooting steps.Ensure Customization has completed before proceeding - Domain Join Successful, CustomizationInProgress key can be checked to verify this. Troubleshoot an Agent Unreachable status To troubleshoot the cause of an Agent Unreachable status follow the steps below: If multiple Connection Servers are present, ensure that ADAM replication is occurring. For more information, see Confirm ADAM replication . Ensure that the virtual machine is powered on and the operating system is responsive.Ensure that there is a valid IP address and network connectivity between the virtual machine and connection server. If the IP address starts with 169.254.x.x, this means an APIPA (Automatic Private IP Address) has been assigned. For more information, see the Microsoft TechNet article Troubleshooting DHCP Clients. Note: The preceding link was correct as of May 1st , 2020. If you find the link is broken, provide feedback and a VMware employee will update the link. Confirm the Parameters selected for the machine are correct/supported in vCenter Server - VMXNET3, Hardware Version - For details, see the Virtual machine Custom Configuration Parameters section in the VMware Horizon View Administration Guide. Note: When a virtual machine installed with Horizon view agent has more than one NIC, you must configure the subnet that Horizon view agent uses by modifying registry settings as: Horizon 7 onwards: HKLM\Software\VMware, Inc.\VMware VDM\IpPrefix = n.n.n.n/m (REG_SZ)Horizon 6 and earlier: HKLM\Software\VMware, Inc.\VMware VDM\Node Manager\subnet = n.n.n.n/m (REG_SZ) To confirm the network label configured is correct and Connect at Power On is configured edit the virtual machine settings in vCenter Server. If there are multiple NICs configured, ensure that the correct NIC is selected.Migrate the Horizon View virtual machine to another host and check for connectivity.Provision an additional virtual machine to verify if the issue persists.Check if any VM back up solution is in use for Persistent or Full Clones (Such as Commvault, Veeam, Veritas, ...).Ensure all recommended Horizon View processes have explicit antivirus exceptions: Antivirus executable exclusion list for VMware Horizon View (2082045)Verify DNS/connectivity checks between agent and broker as outlined in Troubleshooting connectivity issues between the agent, client, and connection server in VMware Virtual Desktop Manager (1006734 ) Confirm in the registry appropriate values are set for your brokers. [HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.\VMware VDM\Agent\Configuration]Note: Machine ID's Values will also write data to your vmx file automaticallyEnsure the firewall configuration is configured optimally. For more information, see: The Firewall Rules for Horizon View Connection Server section in the VMware Horizon View installation Guide.The Ports & Firewall Rules for Horizon View Agent section in the VMware Horizon View Architecture Planning Guide .
For additional information and unique issues based on versioning and scenarios, see: Troubleshooting Network Connection Problems section in the VMware Horizon View AdministrationVMware View Agent fails to start on physical desktops with the status: Agent Unreachable (2001870)Linked clones experience customization issues when deployed on an ESXi 5.1 (2080397)Agent Unreachable message in Administrator console report After upgrading Horizon agent For translated versions of this article, see: 日本語: VMware Horizon View でのエージェントにアクセスできないステータスをトラブルシューティングする简体中文: 对 VMware Horizon View 中的“无法访问代理”状态进行故障排除