Disconnection and Agent Unreachable issue

[popex]

Hello,

Since several months, our users experiences disconnections.

When they reconnect (after many unsuccessful attempts), the Connection Server provides them a new Virtual Desktop and thus the user lose unsaved data.

Briefly, we notice in the Connection Server console that the status of the old virtual machine changed to Agent Unreachable then it gets refreshed.

We experienced this issue on Horizon version 7.2 and upgraded to version 7.4 but we still experience the issue.

As suggested by VMWare Support, we upgraded on test pools the Horizon agent to version 7.5.1 but we are still experiencing the issue.

We provided VMWare Support with log bundle.

Can anyone advise on this issue?

For information,

We are running Horizon version 7.4 which provides non-persistent virtual desktops

Application are deployed with App-Volume version 2.14.0.

Roaming Profile are managed with UEM version 9.4.

Best Regards,

[Dji12]

Hi,

We have the same problem.

Someone found a solution?

[BenFB]

What version of VMware Tools are you running? We had similar issues with VMware Tools 10.1.10/10.2.0 that were resolved by moving to 10.2.5. We noticed a drop in memory utilization after upgrading and attributed it to resource exhaustion which can cause disconnects.

[Dji12]

We used VMware Tools 10.1.

We updated ESXi to 6.5 and VMware tools to 10.2.1 a few weeks ago. The problem is still there.

We updated the VMware tool to version 10.2.5.

We have less but we still have inaccessible agents

[BenFB]

Please pay attention to the VMware Product Interoperability Matrix.

VMware Tools 10.2.1 is not supported with any versions of Horizon.

VMware Product Interoperability Matrices

[Beagle_jbl2]

What version of vSphere?  What hardware platform?  Are you still having this issue?

[HussamRabaya]

exactly ,

what platform and hardware in your environment ?

is there any security check between the vDesktops and Connection server or vDesktops and AD , are they in different VLANS?

[popex]

Hello

Sorry for the late answer, I have been busy these last days with the upgrade from Horizon 7.4 to Horizon 7.8 and I am still experiencing the issue.

It only has been a week since the upgrade and I have the feeling the issue has worsen.

We have a case open at VMWare Rupport but we have not find the root cause of the issue yet.

Please find below details about my environment.

Hosts

     - VxRail Cluster (6 nodes) running code version 4.5.212-8993025

Virtualization

     - vSphere version 6.5 Update 2c

Virtual Servers

     - Connection Server 7.8

     - AppVolume 2.16

     - UEM 9.7

Guests (Linked clones)

     - Operating System : Windows 7 SP1

     - VMWare tools version 10.3.10.12406962

     - Horizon Agent version 7.8.0

     - AppVolume version 2.16.0.62

     - UEM agent version 9.7.0.881

Hosts are in a dedicated VLAN. There is a firewall which filter traffic but we set the rules accordingly to VMWare specifications (already reviewed the rules with VMWare support)

Virtual Servers / Appliances related to VDI (including Active Directory) are in the same VLAN There is no network filter.

Provisionned VM and Virtual Servers / Appliances are in a separate subnet. There is a FW which filter traffic but we set the rule accordingly to VMWare specifications (already reviewed the rules with VMWare support)

Regards,

Zubair BUTT.

[BenFB]

What you are describing sounds like a communication issues between the VDI (Horizon Agent) and the Connection Server/Endpoint (Horizon Client). Can you check if during the time the user is disconnected the VDI or the host has high CPU or memory utilization? This can result in delayed/missed communication that would drop the session.

[v_balan77]

When View desktop status are "Agent unreachable" status in view administrator page,

Take console of the VM from vCenter server and do network communication test to View desktop default gateway, connection.

Agent unreachable state in View Administrator is right after view pool recompose or after few days ?

Also i urge you to review Antivirus policy, particularly quarantine policy if any. one case we experience was when SEP AV client pattern file update is older than 7 days, policy to apply quarantine policy where client is allow to communicate to certain servers (for remediation purpose). if such scenario, connection server will not able to reach view agent for desktop assignment.

Regards,

Balan V

[KWhit61]

We get the same thing and have upgraded the tools to 10.310  on Windows 10 1809 linked clones as advised by VMware but it still occurs if the user does not log off using the following steps:

From within the VDI session go to the Horizon Toolbar

Select Options

Select Disconnect and Log off

This is the only way we've seen sessions always close clean when AppVols are attached.