VMware Horizon Community
hendrje
Contributor
Contributor

Horizon view 7.10 help desk tool not showing any session information

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

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Shreyskar
VMware Employee
VMware Employee

Hi

Did you enable timing profiler on each connection server?

Horizon helpdesk tool activates ONLY when you enable timing profiler.

Using Horizon Help Desk Tool in Horizon Console

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hendrje
Contributor
Contributor

Hello Shreyskar,

Yes i did, but still is is not working like it should.

Regards Jean

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Shreyskar
VMware Employee
VMware Employee

Hi

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hendrje
Contributor
Contributor

pastedImage_0.png

pastedImage_1.png

This is all i see.

Regards Jean

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Shreyskar
VMware Employee
VMware Employee

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.

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hendrje
Contributor
Contributor

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

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Shreyskar
VMware Employee
VMware Employee

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.

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