Hello,
We are using Horizon View 7.10. Te issue we have is the helpdesk tool is not showing any session information.
The only thing i see is the global entitlement the user is logged into.
Can anyone help me?
Regards Jean
Hi hendrje
Did you enable timing profiler on each connection server?
Horizon helpdesk tool activates ONLY when you enable timing profiler.
Hello Shreyskar,
Yes i did, but still is is not working like it should.
Regards Jean
Hi hendrje
Can you share a snippet to show which information is missing?
Is it missing few information about a session Or doesn't show the user session itself? You need to search for username on top right search box to see session info.
Also there are few known issues and workarounds you should be aware of when using help desk tool 7.10. Please check Release Notes for VMware Horizon 7 version 7.10
This is all i see.
Regards Jean
Please confirm below:
> Make sure help desk licensing shows as 'Enabled' under View admin > View configuration > Product licensing
> Make sure you are logged in with one of the account having administrator role assigned (View admin > view configuration > Administrator)
> Make sure horizon view agent running on VDI is same as connection server version.
> If the issue still persist, reinstall horizon agent on VDI with same build as of connection server and make sure 'help desk plugin' is enabled.
Hello Skreyskar,
Helpdesk license is enabled
I do have an Administrator Role with the account i'm logged in.
View Agent version is: VMware-Horizon-Agent-x86_64-7.10.1-15247623, Horizon View version is: 7.10.0 build-14584133 -> could this be the problem?
Regards Jeab
This should be fine considering you have enabled timing profiler on all connection server and help desk licensing is enabled.
However I would still recommend to try with agent version 7.10.0 (same as connection server) using a test pool and see if it makes any difference.
