In our medical clinics we use VMware View to connect to our EMR. Some users can connect fine, others cannot. Those who cannot receive an error message:
"The display protocol for this desktop is currently not available. Please contact your system administrator."
For two days, some users have been receiving this message. Initially when logging in, the user seems to authenticate properly and gets a number of "desktop" choices. Upon choosing a desktop and clicking connect, a black screen appears. This is just before the remote desktop should appear and begin loading. Then a time out message appears. Upon re-trying the connection we get the display protocol error.
I remoted into a workstation tonight at 11 PM, and everything works as expected right now. On Monday, I worry that these issues will arise again, thinking that we have a resource issue of some sort, or a network connection issue. So far our IT department has been pretty unresponsive. So, I'm trying to find some answers. We are using a mix of client versions, on up through Horizon 5.4.1.
Here are some questions, in random order:
1. Could this be due to a "busy network" during the daytime? Maybe there is a slow Internet connection cause a time out?
2. Is this most likely a problem on the server side? I'm trying to rule out any problems on the client side.
3. All are Windows 7 Pro client machines, where VMware View worked earlier in the week. I suspect IT made some un-announced changes on the server side. What questions should I ask them?
Thank you,
Jeff King
Hi there,
It sounds like this is an organizational issue more than a technical issue. If I were you, I'd be a huge pest and take screenshots (with your phone if necessary) to document the issue with exact error messages and timestamps, and descriptive explanations of the problem of what you did and how many times it took you to get into your desktop. Make it known that the issue is ongoing and the problem is not merely that you can't get in to your desktop, that this keeps happening and that they need to keep the ticket open until a resolution is found for the overall problem of the desktop availability being intermittent. Your IT department should be able to get the logs from your endpoint device (if not, they should send you instructions on how to do so) and they can collect the logs from the View connection servers and your View desktop to submit to VMware Technical Support for analysis. In my experience VMware technical support is pretty good about analyzing the logs in the case where it's a client network connectivity issue, in order to rule out server side changes. Interpreting the logs can be really challenging even for seasoned View veterans, and if they haven't submitted a case to VMware technical support they may be spinning their wheels and getting no where.
Please take a look at the follwoing KB