1 2 Previous Next 19 Replies Latest reply on Jan 17, 2018 8:43 AM by iforbes

    The display protocol for this desktop is currently not available!

    JurgenVH Novice

      Dear,

       

      I'm currently using an VMware View v4.5 infrastructure which now out of the blue keeps on giving me a hard time in sense of connecting to several Windows XP and 7 based VM's. The 'Thin Client' and 'VMware View client' keeps on giving me the error message 'the display protocol for this desktop is currently not available' once I try to choose one of the proposed available VM's using PCoIP.

       

      I really hope that somebody can help me out with this one 'cause I'm currently performing a small POC with 30 clients.....

       

      Additionally I already tried this thread 'http://communities.vmware.com/thread/259692', but got an negative result....

       

      Thanks for the help...

       

      A Desperate Admin.

        • 1. Re: The display protocol for this desktop is currently not available!
          npeter Expert

          Hi, can you try connecting after resetting those failed VMs through view admin UI.

          • 2. Re: The display protocol for this desktop is currently not available!
            JurgenVH Novice

            Hi, to start with... thank you for helping me...

             

            Indeed a reset resolves the issue on the Windows 7 VM's, but not for every Windows XP VM... and the problem comes back ofcourse. 

            • 3. Re: The display protocol for this desktop is currently not available!
              npeter Expert

              Can you check if agent services are started in those failed VMs? What does admin UI show as desktop status for those VMs?

              ( Checking the View Agent installation and status http://kb.vmware.com/kb/1006780 )

              • 4. Re: The display protocol for this desktop is currently not available!
                mpryor Master
                VMware Employees

                Please would you include a bit more information, i.e. logs? The error message itself could be due to a few reasons, and the logs from the connection server (and agent on the relevant VM) will contain the answers, e.g. there are a few specific error codes passed back from the agent which will result in the same error text given to the user but more detailed information in the server logs.

                • 5. Re: The display protocol for this desktop is currently not available!
                  JurgenVH Novice

                  The versions of the VMware View Agent and Connection server are the same = v4.5.0.293049

                   

                  The VMware View Agent is started.

                   

                  If I have a look at the VM using the vCenter -> Virtual Machine Console, then everything is ok and the OS is waiting on an ctrl-alt-del.

                  • 6. Re: The display protocol for this desktop is currently not available!
                    JurgenVH Novice

                    Dear,

                     

                    Please find attached some of the log files which I have 'till now... the diagnostic folder I didn't include because the dump file is about 3,5 giga.

                     

                    Thanks for the help.

                    • 7. Re: The display protocol for this desktop is currently not available!
                      mpryor Master
                      VMware Employees

                      This is the bundle from the client which only has the simple result that the server returns to the user, the most recent failures are because the VM is still starting up (STARTUP_IN_PROGRESS) but there are a few errors that are PROTOCOL_ERR_BUSY (latest at 2011-02-28 11:26:47,743). You should look at the logs from the desktop VM to see why this response was returned.

                      • 8. Re: The display protocol for this desktop is currently not available!
                        JurgenVH Novice

                        Sorry to be such a rookie, but can someone tell me how I can find these logs or how I can generate them on the VM .... thank you very much for the help....

                        • 9. Re: The display protocol for this desktop is currently not available!
                          npeter Expert

                          Hi,

                           

                          please follow the procedure given here  http://kb.vmware.com/kb/1017939

                           

                          To obtain diagnostic information from the View Agent:

                          1. Log in to a virtual machine with View Agent installed.
                          2. Open a command prompt and execute: "c:\Program Files\VMware\VMware View\Agent\DCT\support.bat"
                          3. On the desktop, the folder vdm-sdct contains zipped log files.
                          4. To enable advanced debug logging: 
                            1. Open a command prompt and execute: "c:\Program Files\VMware\VMware View\Agent\DCT\support.bat" loglevels
                            2. When prompted, press 2 to enable advanced logging.
                          • 10. Re: The display protocol for this desktop is currently not available!
                            JurgenVH Novice

                            I really hope that this is what you wanted to see.... thx for the help

                            • 11. Re: The display protocol for this desktop is currently not available!
                              mpryor Master
                              VMware Employees

                              Sorry for not giving you a link to the support tool gathering process, sometimes I forget other people have no idea what this is. Anyway, down to the analysis...

                               

                              In the agent logs you can see the session request come in:

                               

                              2011-03-02 06:50:14,604 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] DesktopManager got a StartSession message

                              2011-03-02 06:50:14,604 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] commandhandler::startSession: Received windows credentials for SSO
                              2011-03-02 06:50:14,604 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] Starting protocol PCOIP...
                              2011-03-02 06:50:14,604 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] Launch PCoIP server.

                               

                              This in turn launches the pcoip_server process:

                               

                              03/02/2011, 06:50:14.745> LVL:2 RC:   0           AGENT :Launching pcoip_server_win32
                              03/02/2011, 06:50:14.745> LVL:2 RC:   0           AGENT :Optional log file path specified as "D:\Documents and Settings\All Users\Application Data\VMware\VDM\logs\"
                              03/02/2011, 06:50:14.854> LVL:2 RC:   0           AGENT :VMWare's launcher code worked.
                              03/02/2011, 06:50:15.854> LVL:2 RC:   0           AGENT :Waiting for ready message.
                              03/02/2011, 06:51:14.933> LVL:2 RC:   0           AGENT :Server has timed out or server has quit in wait loop.
                              03/02/2011, 06:51:14.933> LVL:0 RC:   0           AGENT :Server has timed out or server has quit.

                               

                              Note that we're waiting for a minute before timing out. This is blocking the retry requests also, which is where the busy error comes from:

                               

                              2011-03-02 06:50:24,526 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] commandhandler::startSession: Received windows credentials for SSO
                              2011-03-02 06:50:24,526 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] Starting protocol PCOIP...
                              2011-03-02 06:50:24,542 DEBUG <MessageFrameWorkDispatch> [wsnm_desktop] Requested protocol for session is not available, user XXX
                              2011-03-02 06:50:24,542 DEBUG <Thread-1403> [ComponentResponse] Reponse directed to:ID:/127.0.0.1/-6534047654062958589/429034/0
                              2011-03-02 06:50:24,542 DEBUG <Thread-1403> [ComponentResponse] Message is ...<ERROR-CODE>PROTOCOL_ERR_BUSY</ERROR-CODE>...

                               

                              Here are the pcoip_server logs from the launch:

                               

                              03/02/2011, 06:50:15.745> LVL:2 RC:   0          COMMON :-- pcoip_server begins.

                              ...

                              03/02/2011, 06:50:16.042> LVL:1 RC:   0           SCNET :tera_cert_load_root_certificate (root): err=-500
                              03/02/2011, 06:50:16.042> LVL:0 RC:-500          ASSERT :init_managers at line number 118.
                              03/02/2011, 06:50:16.151> LVL:0 RC:-500          COMMON :Critical Exception/Reset Detected!! Saving a minidump file...
                              03/02/2011, 06:50:16.292> LVL:0 RC:-500          COMMON :Minidump File saved as D:\Documents and Settings\All Users\Application Data\VMware\VDM\logs\pcoip_server_2011_03_02_000010c0.dmp

                               

                              So the pcoip_server process is crashing on an assert. There are a lot of these. I don't know why, I've not seen this before - you'll need to raise a support request and include this agent bundle (it has also collected the dump files for analysis).

                              • 12. Re: The display protocol for this desktop is currently not available!
                                JurgenVH Novice

                                Dear,

                                 

                                A support request is on route.... hopefully this issue can be resolved very quickly... Many thanks for the help.

                                • 13. Re: The display protocol for this desktop is currently not available!
                                  JurgenVH Novice

                                  Hi, VMware support noticed a couple of things (logs) which resulted in disabling (test purpose) the Symantec Endpoint Protection agent (AV + FW)  and Ta Daaaa everything worked. Now what they noticed was the status 'Disconnected' in the 'Inventory' tab of my desktop pool, eventhoug the VM is online. I already knew that SEP can and will give you a hard time, but this is a new one... and of course no log's within the SEP agent shows me something I can use... Has someone an idee on this one.....

                                   

                                  Thanks,

                                   

                                  J.

                                  • 14. Re: The display protocol for this desktop is currently not available!
                                    JurgenVH Novice

                                    Obviously it was Symantec Endpoint Protection which locked files and folders of the VMware View Agent...

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