Random View disconnects, unable to reconnect

murben · ‎10-15-2013

We are receiving reports of multiple users randomly being disconnected from view, and then when they try to re-connect they receive a black screen and are then disconnected again. The only way to correct it so they can re-connect is by resetting the desktop. The following is a section of the log file on the client. Any help would be appreciated!!

10/15/2013, 07:36:24.742> LVL:2 RC: 0 MGMT_SYS :CONNECTED (10.2.11.94, 00-0F-01-01-01-00)

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_PCOIP_DATA :process_rx: Sending a NO_ECN_SUPPORT pkt to disable L3 ECN support.

10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server mailbox: MBX_ACKNOWLEDGE

10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :connection_complete continuing.

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_HDA :soft_hda_host_open: Audio Input Encoding Supported

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_HDA :soft_hda_host_open(): Opening soft audio

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :OPEN: Transition 3 into ACTIVE, PRI 0

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :Peer is Software-based. Using video encoding protocol 3.

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :Motion negotiation summary: mec_disable 0, ver_wide_enabled 1, hor_wide_enabled 1, x_min -4096, x_max 4095, y_min -4096, y_max 4095

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :extended img_settings: use_client_settings: 0, build_to_lossless:1, max_frame_rate: 30, smoothness_vs_sharpness: 50

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :CODEC: State change from CODEC_DISABLED to CODEC_CFG_EXCHANGE

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_CONNECTED

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_DISCONNECTED

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_SYS :********************************************************

10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_SYS :SESSION ACTIVE

10/15/2013, 07:36:25.038> LVL:2 RC: 0 COMMON :TERA_PCOIP: SESSION_EVENT=TERA_MGMT_SYS_SESS_EVENT_ACTIVE

10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server main: cb_notify_session_status called (mask 0x8) with tera_disconnect_cause (0x0)

10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server main: TERA_MGMT_SYS_SESS_EVENT_ACTIVE.

10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :CODEC: Processing MGMT_IMG_APDU_TYPE_CFG_ACK. [pri = 0]

10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :cfg_ack_process: processing [1]: MGMT_IMG_APDU_TYPE_QUAD_CFG_ACK - extended

10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :Soft client sent no preferred display topology. Using default values for 4 display(s). Forcing topology: 0

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Native resolution of the client display 0 is 1366x768

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG : Display 0 added using native dmt: resolution=1366x768, origin=(0, 0), rotation=0

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Native resolution of the client display 1 is 1280x1024

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG : Display 1 added using native dmt: resolution=1280x1024, origin=(1366, 0), rotation=0

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Client display 2 is not connected

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Client display 3 is not connected

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Topology: valid:1 (res supported:1, no overlap:1, num active displays:2)

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :process_min_max_quality_params: minimum quality is set to 50 [host setting]

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :process_min_max_quality_params: maximum initial quality is set to 90 [host setting]

10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :extended img_settings: use_client_settings: 0, build_to_lossless:1, max_frame_rate: 30, smoothness_vs_sharpness: 50

10/15/2013, 07:36:25.070> LVL:0 RC: 0 IMG_FRONTEND :Calling open display in Tera2 mode.

10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: connecting to driver: win32 1/0, vmw 0, nv 0/0

10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: profiling disabled.

10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: handshake Win32

10/15/2013, 07:36:25.382> LVL:1 RC: 0 SERVER :InputDevTap_GetKeyboardState @ timer: LEDs = 0xFFFFFFFF ==> 0x02

10/15/2013, 07:36:25.382> LVL:1 RC: 0 SERVER :InputDevTap_GetKeyboardState @ timer: typematic [delay 0 ==> 500] [rate 0 ==> 33]

10/15/2013, 07:36:25.617> LVL:1 RC:-500 COMMON :poll_sockets failed to generate 1 callbacks!

10/15/2013, 07:36:30.851> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: unable to load NvFBC.dll

10/15/2013, 07:36:30.851> LVL:2 RC: 0 IMG_FRONTEND :Init: ResolutionSet.dll includes SetDisplayTopologyWithRefreshRate() API.

10/15/2013, 07:36:30.851> LVL:2 RC: 0 IMG_FRONTEND :Init: ResolutionSet.dll includes SyncDisplayTopology() API.

10/15/2013, 07:36:30.851> LVL:0 RC: 0 IMG_FRONTEND :resync_windows_topology: new api called successfully

10/15/2013, 07:36:30.851> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 11

10/15/2013, 07:36:30.851> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:30.898> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:30.945> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:30.960> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 10

10/15/2013, 07:36:30.992> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.038> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.070> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 9

10/15/2013, 07:36:31.085> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.132> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.179> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 8

10/15/2013, 07:36:31.179> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.226> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.273> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.288> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 7

10/15/2013, 07:36:31.320> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.367> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.398> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 6

10/15/2013, 07:36:31.413> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.460> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.507> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 5

10/15/2013, 07:36:31.507> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.554> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.601> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.617> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 4

10/15/2013, 07:36:31.648> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.695> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.726> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 3

10/15/2013, 07:36:31.742> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.788> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.835> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 2

10/15/2013, 07:36:31.835> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.882> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.929> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:31.945> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 1

10/15/2013, 07:36:31.976> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:32.023> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:32.054> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 0

10/15/2013, 07:36:32.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:32.117> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information

10/15/2013, 07:36:32.163> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.

10/15/2013, 07:36:32.163> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 10 retries remaining. Trying again...

nzorn · ‎10-15-2013

I've seen this issue (might not be the same with your issue, but worth a shot).

We've had this problem with our Windows 7 x64 desktops running 2GB RAM, and users will be randomly disconnected. Upon investigating we found that IE was taking up all of the system RAM and starving the View Agent of resources. We increased our RAM to 3GB, and the problems have mostly gone away, but it still does occur. Moving users from IE to Chrome has definitely helped as well.

So I guess I would look at the resource usage on your desktops and see if you can see any processes eating up a bunch of RAM.

mittim12 · ‎10-15-2013

I've seen the same issue as Nzorn where the IE tabs are using a lot of memory. Once the system runs out of memory it disconnects the user and will not let him reconnect.

seemayur · ‎10-15-2013

We've been experiencing this issue as well and after some troubleshooting, we are suspecting that Symantec End Point protections is causing the problems. Specifically, the SONAR feature. After we uninstall / disable that feature, our connections seem to be stable.

Hope it helps.

Akrietsch · ‎10-17-2013

We are experiancing this issue as well, although it is only with users who conenct from zero clients. The session will disconnect, and the user can't reconnect even though the VM status in View Admin is simply "disconencted". We have to reset their session before they can log into the pool again. I currently have a ticket open with both VMware and Teradici.

MichaelSteg · ‎10-24-2014

Hi Akrietsch

We have currently the same issues, did vmware/teradici support solve your issue?

Regards,

michael

SWINFIELD · ‎01-19-2015

Hi,

We have been experiencing these issues as well. Did anyone have any joy with getting this resolved.

Many thanks

Stuart

vineshreddy07 · ‎01-23-2015

Hi,

We too had similar issue, when we have win7 32 machines with 1.5 GB of RAM. where 3-4 issues are reported daily.

Post upgrading the RAM to 3 GB, issues has reduced. Now we have only 1-2 issues reported in a week.

SWINFIELD · ‎01-23-2015

Thanks for this. Our systems are Win7 SP1 32bit with 2CPU and 2GB Ram. I will try the upgrade to 3GB over the weekend.

nzorn · ‎01-23-2015

When this happens to us now I use Veeam One to remotely end any high memory usage processes such as iexplore.exe and the user is able to reconnect to their session. I believe you can also do this with vCOPS now.

All

Random View disconnects, unable to reconnect