User Portal Error Messages Scott Spencer Director of Support Enabling Desktops as a Service® ©2012 Desktone, Inc. All rights reserved.

User Portal error messages Error: The IP address of the desktop could not be determined. Possible Causes: A) DHCP problem B) Communication problem between VMware tools and Tenant Portal C) NIC is missing or disabled on virtual desktop Possible Solutions: A) Correct DHCP (scope, relay, option codes) B) Verify and correct communication between virtual desktop and tenant portal C) Enable or add virtual NIC

User Portal error messages Error: Cannot connect to desktop because the virtualization tools are not running. Possible Causes: A) VMware tools not installed or not running Possible Solutions: A) Install VMware tools B) Start VMware tools service

User Portal error messages Error: The desktop is already allocated to another user. Possible Causes: A) Another user is mapped and connected to this desktop B) Another user disconnected from this desktop rather than logged off C) Communication problem between DaaS agent and the tenant portal Possible Solutions: A) Have original user log off of desktop B) Use Enterprise Center to log-off user. Any unsaved data will be lost C) Reboot desktop. Any unsaved data will be lost D) Verify and correct communication between agent and tenant portal

User Portal error messages Error: The agent does not appear to be running (state is not active). You can try to reboot the desktop to see if this fixes the problem (NOTE: any unsaved work will be lost). Possible Causes: A) DaaS Agent is not running Possible Solutions: A) Start DaaS Agent service Note: Message applicable only to static desktop

User Portal error messages Error: The desktop operating system does not appear to be running.  Possible Causes: A) Desktop is powered off B) Desktop is in process of booting C) VMware tools are not installed or not running Possible Solutions: A) Try Power-on operation on Desktop Portal or Enterprise Center B) Wait 5 minutes to allow time for the desktop to complete reboot C) Install VMware tools D) Start VMware tools service

User Portal error messages Error: There are no desktops currently available in this pool. All desktops in the pool are assigned to other users. Possible Causes: A) All desktops in dynamic pool are in use B) All desktops in a static pool have been assigned Possible Solutions: A) Increase size of dynamic pool or wait for a desktop to become available B) Increase size of static pool

User Portal error messages Error: The desktop is not listening for connections on the configured port. Possible Causes: A) Protocol not running or installed B) Protocol configured on non default port C) Protocol in bad state Possible Solutions: A) Restart service for protocol B) Configure protocol to default port C) Reinstall remoting protocol (RDP, HDX, RGS etc)

User Portal error messages Error: The desktop has a local IP address that is unreachable. This problem might be caused by the DHCP server having no available IP addresses. Possible Causes: A) DHCP lease assignment problem Possible Solutions: A) Verify on DHCP server that leases available B) Verify the DHCP server is up C) Verify DHCP relay server (VPN)

User Portal error messages Error: Please input valid username and password. Possible Causes: Invalid username or password User not a member of Desktone users group User does not exist on AD AD communication problem Problem with service account * This error can occur at portal log in on EC and SC in addition to the User Portal

Common Troubleshooting Installable Support Script Allows tier 1 users to look up common tables and logs Tenant logs /usr/local/desktone/desktone.log grep on ldap and/or user account having a problem ldap messages contain both an error and data number which correlates to standard ldap error messages These messages can be looked up online ©2012 Desktone, Inc. All rights reserved.

Most common LDAP error LDAP error code 49 Data number 525 - user not found 52e - invalid credentials 530 - not permitted to logon at this time 532 - password expired 533 - account disabled 701 - account expired 773 - user must reset password 775 - user account locked ©2012 Desktone, Inc. All rights reserved.