EUC2866

View Troubleshooting:Looking Under the Hood

Name, Title, Company

2

Disclaimer

This session may contain product features that are currently under development.

This session/overview of the new technology represents no commitment from VMware to deliver these features in any generally available product.

Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.

Technical feasibility and market demand will affect final delivery.

Pricing and packaging for any new technologies or features discussed or presented have not been determined.

3

Forward-Looking Statements

Statements made in today’s presentations regarding future VMware product and services, their prospective benefits to customers, expectations of demand and expected developments in the IT industry and its markets are forward-looking statements and are subject to the safe harbor provisions created by the Private Securities Litigation Reform Act of 1995. Actual results could differ materially from those projected in the forward-looking statements. These forward looking statements are based on current expectations and are subject to risks and uncertainties and changes in condition, significance, value and effect as well as other risks detailed in documents filed with the Securities and Exchange Commission, including our most recent reports on Form 10-K and Form 10-Q and current reports on Form 8-K that we may file from time to time, which could cause actual results to vary from expectations. VMware disclaims any obligation to update any such forward-looking statements after the date of this release.

4

Agenda

1. Computer says “No.”

2. Identifying the Problem Domain

3. Domain 1: Failure to communicate…

4. Domain 2: Desktop Not Available!

5. Domain 3: Broken Broker

6. Domain 4: Why is my desktop so slow!?

7. Summary

8. Resources

9. Questions

5

Computer Says “No.”

You’ve got a problem:

I can’t even connect to View

I get disconnected randomly!

Why is the display so bad?

Why is my desktop not available?

I’m seeing an error in View, what does it mean?

vCenter is reporting an error

My desktop is slow…

6

Identifying the Problem Domain

View Client

Network

View Manager

View Composer

vCenter Server

Compute

Storage

7

Troubleshooting Keys

Check View Administrator Dashboard

• Shows system health and any issues

Use Event Database for initial troubleshooting

Understand the client connection process

Check Connection Broker Logs

• Match and Filter SessionID, User, FSP

Check View Agent Logs

Check View Desktop PCoIP Logs

Use kb.vmware.com!

8

Domain 1: Failure to Communicate…

Aka Client Connectivity Issues

Common Issues

• View Client can’t connect

• Logon failure

• Black Screen

• Poor quality display

• Randomly Disconnected Session

9

Domain 1: Failure to Communicate…

Where to look

• Connection Broker logs (client logs?)

• Event Database

What to look for –• (Client connects) DEBUG <TP-Processor1> [XmlRequestProcessor]

(SESSION:4C3D25DD5E93343097E655628D96EEC7) added: configuration

• (Client sends user/pw) DEBUG <TP-Processor3> [WinAuthFilter] (SESSION:F2C008BAA8E1B2B19F35AE906F6BE79D) Attempting authentication against AD

• (Broker authentication) DEBUG <TP-Processor3> [WinAuthFilter] (SESSION:F2C008BAA8E1B2B19F35AE906F6BE79D administrator) Attempting to authenticate user 'administrator' in domain 'MPRYOR’

• (User has authenticated to Broker) INFO <TP-Processor3> [ProperoAuthFilter] (SESSION:4C3D25DD5E93343097E655628D96EEC7) User MPRYOR\administrator has successfully authenticated to VDM

• Event Database: BROKER_USERLOGGEDIN

10

User Experience Issues

Black Screen of Display!

• PCoIP port blocked by firewall (TCP and UDP 4172) or SVGA Driver issue

• pcoip_server/client logs - C:\Users\All Users\VMware\VDM\logs

• Error attaching to SVGADevTap, error 4000: EscapeFailed

• MGMT_SCHAN :scnet_client_open: tera_sock_connect returned error 10060 - Connection timed out!

Poor quality display

• Could be a b/w or latency issue

• Pcoip_server logs report• VGMAC :Stat frms: Loss=0.45%/0.21% (R/T)

• MGMT_PCOIP_DATA :BW: Decrease (loss) old = 234.9982 new = 176.8438

Randomly Disconnected Session?

• often not random

• 15 min after established - wssm process hasn't started on desktop

• PENDING_EXPIRED View Agent logs

• Sometimes caused by daisy-chaining the GINA

11

Domain 2: Desktop Not Available

Common Issues

• No Desktop Available

• Pool provisioning issues – customization

• Agent not communicating with broker

• User sat at desktop login screen (SSO)

Where to look

• Connection Broker/View Agent logs

• Event Database

What to look for• Broker returns list of desktops available to client

• DEBUG <TP-Processor1> [DesktopsHandler] (SESSION:4C3D25DD5E93343097E655628D96EEC7;F26473C8A0097F3B44A72627F9DD77CF) For user [S-1-5-21-1850196109-1332905866-3940055309-500] and pool [cn=test2,ou=server groups,dc=vdi,dc=vmware,dc=int] DesktopTracker returned 3 guest DNs

12

Desktop Not Available

What to look for… (walk through successful connection)• Client requests desktop

• Event Database: BROKER_DESKTOP_REQUEST

• Broker allocates session to user

• DEBUG <TP-Processor3> [FarmImp] (SESSION:4C3D25DD5E93343097E655628D96EEC7;F26473C8A0097F3B44A72627F9DD77CF) newManagedSession - allocated new managed session on cn=f6eb929f-0a57-47b6-8b31-0734ab08f7f4,ou=servers,dc=vdi,dc=vmware,dc=int for application CN=test2,OU=Applications,DC=vdi,DC=vmware,DC=int for user CN=S-1-5-21-1850196109-1332905866-3940055309-500,CN=ForeignSecurityPrincipals,DC=vdi,DC=vmware,DC=int

• Event Database: BROKER_MACHINE_ALLOCATED

• Broker attempts SSO

• DEBUG <TP-Processor3> [FarmImp] (SESSION:4C3D25DD5E93343097E655628D96EEC7;F26473C8A0097F3B44A72627F9DD77CF) Using domain for SSO: MPRYOR

• ** User won’t be logged on to the VM without this!

13

Desktop Not Available

What to look for…• Broker starts session on VM

• DEBUG <TP-Processor3> [DesktopSessionImp] (SESSION:4C3D25DD5E93343097E655628D96EEC7;F26473C8A0097F3B44A72627F9DD77CF) startSession - sending StartSession message

• Agent responds…

• "DesktopManager got a StartSession message”

• “startSession added portal logon for user MPRYOR\administrator”

• Event Database: AGENT_PENDING

• Client attempts to connect to VM, Agent starts PCoIP

• INFO  <logloaded> [MessageFrameWork] Plugin 'wswc_PCOIP - VMware View Client PCoIP Interaction Handler' loaded, version=4.6.0 build-366101, buildtype=release

• Client connects to VM (Agent)

• “PCoIPCnx::OnConnectionComplete Begin (PCOIP)”

• “WTS_SESSION_LOGON”

• Event Database: AGENT_CONNECTED

14

Desktop Not Available

What to look for… Pool Provisioning

• Desktops not available due to provisioning error?

• Check View Administrator for Pool status

• Check Event Database

• BROKER_PROVISIONING_ERROR_*

• Desktop not available due to customization?

• Check Desktop status – AGENT UNAVAILABLE

• Check View Dashboard

• Desktop Status > Preparing Desktops OR Problem Desktops

• Check Desktop connectivity to DNS/AD/Connection Server

• View Composer Issues associated with incorrect domain credentials

• FATAL CSvmGaService - [svmGaService.cpp, 116] Domain join failed Error 5 (0x5): Access is denied.

15

Domain 3: Broken Broker

Common Issues

• Cannot connect to vCenter

• View Composer errors

• JMS connectivity

• ADAM replication failure

Where to look

• View Administrator

• Event Database

• Windows Event Logs

• View Composer Logs

• Connection Server Logs

16

Broken Broker

What to look for

• ADAM Replication

• Check the Connection Broker Window Event Logs

• ADAM (VMwareVDMDS)-log

• Error: ADAM Replication

• Check ADAM replication status on Connection Server

• C:\WINDOWS\adam\repadmin.exe /showrepl localhost:389 DC=vdi,DC=vmware,DC=int

• vCenter Server Connectivity

• Admin UI will show RED status

• Check Event Database

• VC_DOWN events

• Impact provisioning and power operations

• Check Connectivity from Connection Server to vCenter Server

• Check credentials used to connect to vCenter Server

• Attempt to login in directly to vCenter using vSphere Client

17

Broken Broker

What to look for…

• View Composer

• VMs have been manually deleted – then pool/desktop deleted

• Causes Composer DB and VC DB to get out of sync

• Composer thinks VM already exists

• Orphaned VMs

• Desktop Composer Fault: 'Virtual Machine with Input Specification already exists‘

• JMS Connectivity

• Split site architecture / firewall causes “split brain”

• View Dashboard shows RED status

• Connection Server Logs

• tracker REJOIN messages – JMS connectivity

• tracker RESYNC messages – messages being delayed

18

Domain 4: Why is my desktop so slow?

Common Issues

• Storage IO bottleneck

• Memory contention

• CPU contention

• Network issues

Where to look

• vCenter Server

• 3rd Party Tools?

19

Why is my desktop so slow?

What to look for

• CPU• Cluster/Host utilization

• VM utilization

• VM %READY Time (ESXTOP)

• Memory• Host utilization

• VM utilization

• Swapping / Ballooning

• Storage• VMs per VMFS LUN (SCSI reservations)

• Disk Read Latency < 20ms

20

Getting Help

Read the product documentation

Double check your configuration!

Check kb.vmware.com for your issue

http://communities.vmware.com

Run the Support.bat to extract the logs

• Notice the diagnostic tests that run…

Submit a Support Request

21

Summary

Understand where the issue may lie

• Client? Agent? Server? Composer? VC? ESX?

Know the problem domains

Check the View Dashboard and Event Database

Identify the issue – know what a successful connections looks like

Check the logs

Get Help

22

Services

VMware Professional Services

• VMware View Jumpstart Service

• VMware View Install and Configure Course

• VMware View Design Best Practices Course

• VMware DVSA, DIVA, DAVA Assessment Services

• VMware View Pilot Service

• VMware View Plan and Design Service

• VMware View Design Review

• VMware View HealthCheck Service

URL: http://www.vmware.com/services/by-product/desktop.html

23

Questions

24

Tell Us What You Think

Complete the session survey for a chance to win an Apple iPad®!

Start your survey here:

www.VMwarePartnerExchange.com/Survey

25

Take Action Now!

Get Educated Get Competent Register Your Deals to Earn More Margin

o Visit Partner University for information on training programs, accreditations & certifications

o Access to VMware Partner Exchange 2011 presentations through Partner University

o Enroll in training and certification that counts toward earning competencies

o Build trusted relationships with your customers

o Visit Partner Central to learn about VMware’s registration programs:www.vmware.com/partnercentral

26

t Linkedin Search for

VMware Partner Network

Follow Us & Engage

TwitterSearch for

VMware_Partners

VMwarePEX

Facebook Search for

VMware Partner Network

For more information, visit the VMware Experts in the VMware Booth.

Join the conversation

Get the latest scoopBe a part of the network

Subscribe to RSShttp://blogs.vmware.com/powerofpartnership/ Follow this

Event LIVE#PEX2011