"Cannot complete..." "Initiate guest OS shutdown, tools not running..."

[SummaCollege]

Having this strange issue on our Horizon enivonment .

When a user on a virtual desktop is logging off, we see the following message on our Virtual Center server:

- Initiate guest shutdown | Cannot complete operation because VMware tools is not running in this virtual machine.

The machines do actually shutdown!

When checking the virtual desktops, VMware tools is actually running. Service is started and application is visable in icon tray.

This is happening on our newly build environment (Horizon 7.7.0, W10 v1809), but also on our older setup (Older Horizon and W10 versions)

Does anyone have any idea why this is happening and how to eleminate these messages? Don't know exactly where to start troubleshooting this...

[techguy129]

If you manually go into vCenter and click on restart guest os, do you get the same error? If so, it's a vCenter issue.

Are your desktop's linked clones? If so, do you have the desktops reset on user logoff? If that is the case, try disabling that and see if you still see the issue.

Places to look:

The view composer log (if linked clones)

The vmware.log file for the VM if its a vcenter problem

[mrdenk]

We see the same problem on our setup.

Manually restart guest os in vcenter > no problem

The desktops are instant clones. So they are shut down and removed on user logoff.

[divadiow2]

we've had the same issue for years with our VDI non-persistent VMs using a single base image

Xendesktop 7.15CU3, Vcenter 6.7. Vmtools 11.01.

[divadiow2]

did you ever find a solution mrdenk​?