VMware Horizon client black screen at logon / session resumes (Win10 1909)

[MWiseman98]

Hi All,

Our users have been having issues over the past few months where they are greeted with a black screen either at logon/ after resuming their VM session or if they are to switch desk locations.

We have tried to resolve this by pushing out a Graphics driver update however this did not work. It appears this issue is just affecting our Teradici units and not our 5070 clients.

Please see further details below and advise further?

Details:

Windows 10 1909 (OS Build 18363.2037)

VM Horizon Version= 7.13.0
VM Horizon Agent Direct-Connection Pluggin Version= 7.13.0.16975066
VmWare Tools Version= 10.3.2.9925305

Using PCOP Zero Clients (Amulet Hotkey DXZ4 machines) As seen here for referance

[scott28tt]

I've reported your post so moderators know it should be moved to the area for Horizon.

[SurajRoy]

Check the PCoIP server log on the agent machine at the time of issue. 

Check for any Reset event and disconnect code

[MWiseman98]

Hi Mate,

I have pulled through the logs for the time of the crash 8:13am and received the following error logs which I have attached as a .txt file

Pasting the main error codes that I thinks causing the issue below :

IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap

2022-01-28T08:13:59.370+00:00> LVL:1 RC:-510 MGMT_SYS :Failed to open registry SYSTEM\CurrentControlSet\Services\Eventlog\Application\Teradici PCoIP Crypto (2)
2022-01-28T08:14:00.466+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate chain has an untrusted root
2022-01-28T08:14:00.466+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate "GBLPWK48951-1.mwam.local" fails verification
2022-01-28T08:14:00.519+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate chain has an untrusted root
2022-01-28T08:14:00.519+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate "Blast" fails verification
2022-01-28T08:14:00.570+00:00> LVL:2 RC:-500 CERTIFICATE :_install_cert_by_type: Failed to set up external certificate & keys.
2022-01-28T08:14:00.570+00:00> LVL:2 RC:-500 CERTIFICATE :tera_certificate_utility_install_cert_by_type: failed for type=external
2022-01-28T08:14:43.596+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:14:43.596+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 10 retries remaining. Trying again...
2022-01-28T08:15:10.812+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:15:10.812+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 9 retries remaining. Trying again...
2022-01-28T08:15:37.976+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:15:37.976+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 8 retries remaining. Trying again...
2022-01-28T08:16:05.109+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:16:05.109+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 7 retries remaining. Trying again...
2022-01-28T08:16:32.224+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:16:32.224+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 6 retries remaining. Trying again...
2022-01-28T08:16:59.356+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:16:59.356+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 5 retries remaining. Trying again...
2022-01-28T08:17:26.447+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:17:26.447+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 4 retries remaining. Trying again...
2022-01-28T08:17:53.596+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:17:53.596+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 3 retries remaining. Trying again...
2022-01-28T08:18:20.765+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:18:20.765+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 2 retries remaining. Trying again...
2022-01-28T08:18:47.933+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:18:47.933+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 1 retries remaining. Trying again...
2022-01-28T08:19:15.076+00:00> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
2022-01-28T08:19:15.076+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. All 10 retries failed.
2022-01-28T08:19:15.076+00:00> LVL:0 RC:-520 MGMT_IMG :Fatal error: cannot open svga frontend. Notifying session manager to close the session.
2022-01-28T08:19:15.076+00:00> LVL:1 RC:-500 MGMT_IMG :ACTIVE: Failed to process FCC message, PRI 0!
2022-01-28T08:19:15.076+00:00> LVL:1 RC:-500 MGMT_IMG :ERROR: mgmt_img_execute_master_fsm failed!
2022-01-28T08:19:40.901+00:00> LVL:1 RC:-510 MGMT_SYS :Failed to open registry SYSTEM\CurrentControlSet\Services\Eventlog\Application\Teradici PCoIP Crypto (2)
2022-01-28T08:19:42.019+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate chain has an untrusted root
2022-01-28T08:19:42.019+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate "GBLPWK48951-1.mwam.local" fails verification
2022-01-28T08:19:42.060+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate chain has an untrusted root
2022-01-28T08:19:42.060+00:00> LVL:1 RC:-500 CERTIFICATE :verify_certificate: Certificate "Blast" fails verification
2022-01-28T08:19:42.105+00:00> LVL:2 RC:-500 CERTIFICATE :_install_cert_by_type: Failed to set up external certificate & keys.
2022-01-28T08:19:42.105+00:00> LVL:2 RC:-500 CERTIFICATE :tera_certificate_utility_install_cert_by_type: failed for type=external
2022-01-28T08:19:54.668+00:00> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 10 retries remaining. Trying again...
2022-01-28T08:19:56.768+00:00> LVL:1 RC:-511 MGMT_IMG :APEX2800 DLL major version mismatch
2022-01-28T08:19:56.768+00:00> LVL:1 RC:-511 MGMT_IMG :APEX2800 DLL version found: 0x1, expected: 0x6

2022-01-28T08:13:59.902Z DEBUG (5630-5A48) <23112> [pcoip_vchan] VChanIPC_Framework::IsPCoIPRunning(): IPC_FP_IS_CONNECTED returned Error(1)

2022-01-28T08:13:58.899Z ERROR (0D7C-1118) <4376> [wsnm_desktop] cannot send message to ws_perfmon queue

2022-01-28T08:14:00.299Z DEBUG (6CD4-0EA0) <3744> [pcoip_vchan] VChanIPC_Framework::IsPCoIPRunning(): IPC_FP_IS_CONNECTED returned Error(1)

2022-01-28T08:14:05.421Z ERROR (0D7C-4898) <MessageFrameWorkDispatch> [ws_perfmon] ws_perfmon_service::sessionConnect:[AgentMonitoring] sessionConnect received for User: MWAMLOCAL\jdemiran, Windows SessionId: 1, Horizon Session ID: bf4c31bc-25ef-462a-b6c4-4db29e10eec9, However metrics for monitoring service will not be collected as HzMonApi is either disabled or not loaded!

2022-01-28T08:14:05.425Z ERROR (0D7C-1118) <4376> [wsnm_desktop] cannot send message to ws_perfmon queue

pid=9912 has died (mhost=0x06CE0440)

[SurajRoy]

From the events it seems to be an issue with SVGA driver installed in the agent machine.

Uninstall the VMware Tools > reboot > uninstall view agent > reboot

Reinstall Tools (custom without SVGA) > reboot > install view agent

Use latest view agent.