Weird connection problem

[pfrauchiger]

I'm administrating an environment with horizon 7.4 and horizon client 4.9.0. The users with the horizon soft client runs Windows 10 Pro 1803. The VDI machine runs the same version of windows.

We set up multiple pools for different purposes. The user faces a problem with one of theses pools, lets call it pool X. When he connects to pool X the window opens but stays black and his notebook loses the wired network connection and he therefore can't connect to the pool. after closing the window of the horizon client his network connection immediately comes back.

He is the only user who has a problem with this pool (it doesn't matter which VDI machine he connects to) and he has no problems with all the other pools.

Does anyone has a helpful hint for the issue?

[BenFB]

I've never seen anything like this but I would start with looking at any Anti-Virus/Intrusion Detection System software on the client.

[agalliasistju]

Does pool "X" use all of the same settings as the other pools that don't cause him any problem? 

Have you attempted to reinstall the Horizon Client on the physical computer?

If another user logs on to the problem computer and launches pool "X" does the problem occur?

If the primary user from the problematic physical computer attempts to use the same pool from another physical computer does the problem occur?

[pfrauchiger]

No this pool is the only one with direct user assignment.

Yes I've reinstalled the horizon client.

yes its the same with a different user on this computer.

no the problem only occurs on this particular physical computer.

I have an appointment with a vmware support engineer.

Hopefully he can resolve the issue.

[Chihayan]

Did you confirm his PC's environment?

Once you let check his PC have USB/Bluetooth NIC or not, and check these power configuration setting on device manager.

=> [allow the computer to turn of this device to save power] is not checked is OK

the save power configuration setting is required not only NIC but also USB HUB and Bluetooth.

[allow the computer to turn of this device to save power] checked is black screen and screen freezing

[agalliasistju]

Did you install the Horizon Client with IPV6 checked?