Top DaaS Issues
Contents
Cannot Convert Reserved Desktop to Gold Pattern ..................................................................... 2
Can’t Update and Reseal Gold Pattern ............................................................................................ 3
Cannot find ‘Delete Gold’ Pattern link .............................................................................................. 4
Agent is out of date ............................................................................................................................. 5
User Names or User Groups Created in AD are not found in DaaS ........................................... 6
Convert to Gold Pattern process fails with a timeout error for Windows OS........................... 7
Cannot hear Sound on the Device when logged into DaaS or View .......................................... 8
USB Devices are not working on desktop ...................................................................................... 9
Cannot Convert Reserved Desktop to Gold Pattern
Issue: Please see screenshot for a description of the error.
Solution
Follow these troubleshooting steps to figure out the issue.
1.
2.
3.
4.
Make sure the NIC is assigned to the proper network
Make sure the NIC is set to DHCP and not a static IP address
Make sure the VM has connectivity
Make sure the DHCP scope has been created
a. Make sure sites and services has been setup correctly
b. Make sure the correct DHCP scope options have been defined (Option 74)
5. Check with Data Engineering to ensure the correct ports are allowing traffic
6. Check in C:\Program Files (x86)\VMware\VMware DaaS Agent\service\MonitorAgent.ini
a. Standby address should be commented out with a semi-colon
b. SSL verify should be equal to 0
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Can’t Update and Reseal Gold Pattern
It is the customer’s responsibility to make updates to Gold Patterns for any software upgrades, including
upgrading the DaaS Agent when new versions are released by VMware. If you need to update a pattern
(software upgrades, configuration changes, etc.) that has pools associated to it, you must go through this
process to reseal the pattern. Follow these steps closely.
To update the gold pattern
1. Select pool management → patterns.
2. On the Pattern Management page, select a gold pattern to update.
3. Click the Modify Gold Pattern and Reseal link under Command Options. The Modify Gold Pattern and
Reseal page opens. You are prompted to turn on the gold pattern before making changes.
4. Click the Power On button (do not fill out the rest of the page).
5. Wait approximately five to ten minutes for the desktop to be available, as it runs sysprep after being
powered on. Once powered on, the gold pattern can no longer be used for provisioning desktops and
the Validity status on the Pattern Management screen changes from OK to "The gold pattern needs to
be resealed.”
6. Click the Connect via RDP button and connect as the local administrator (not as a domain user). Do not
fill out the rest of the page.
7. While connected to the desktop, make any necessary changes.
8. When complete, return to the Modify Gold Pattern and Reseal page and enter the Company Name,
Time Zone, and Password for Local Administrator.
(Optional) It is recommended that you take a backup of the image before sealing it. However, you will
not be able to decipher which of the 2 backups, you want to roll back to.
9. Click the Save button to reseal the desktop. This may take several minutes.
Rollback: To rollback a gold pattern to its previous configuration after you have completed an
update, select the radio button for a backup and click Rollback.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
Cannot find ‘Delete Gold’ Pattern link
1. Select the Gold Pattern you wish to delete then click on the Reserve Desktop link under the
Command Options section.
2. Once the desktop is in the Reserved Desktop area, select the Unreserve Desktop link under
Command Options. This will move the desktop to the pool it originally came from.
3. Go to the pool the desktop was sent to. Select the pool Edit button and select the Virtual
Machines menu on the Pool Information screen.
4. Select the check box on the desktop. Above the desktop IP addresses section, there will be a
Move Virtual Machines to drop down menu. Move your desktop to the Recycle Pool and you
will be able to delete the desktop from there.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
Agent is out of date
Issue: Warning message comes up when attempting to access the desktop. The message can reference
Agent, Client or Vmware Tools
Update Agent
1. Confirm which version you should download, click on the Version link in the bottom of Enterprise
Center.
2. Go to Vmware’s website to download the latest agent [here].
3. Select Run when the agent download window pops up.
4. Click through the defaults for the DaaS Agent Setup Wizard.
5. Click Finish when it is done.
Upgrade Vmware Tools
1. Go to Vmware’s Drivers and Tools section for the current version of DaaS. [Here]
2. Select Download and then click on Run.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
User Names or User Groups Created in AD are not found in DaaS
Resolution
After creating a user group or name in AD, they need to be added in the Domains page so that they are
available for mapping. Also, sometimes you may have to log in as the User (even if there is no mapping
associated with it) in order for it to appear in the Mappings page.
Importing AD users and groups
1. Go to Configuration > Domain and select your domain link on the left side.
2. When the domain link is selected, an Edit link will appear in the top right corner of the Domain
menu. Select this link.
3. Go to the Group Info tab and click on the Add New User Group link.
4. Enter the credentials in the specified format and save.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
Convert to Gold Pattern process fails with a timeout error for Windows OS
Issue: Convert to Gold Pattern process may fail with a timeout error for Windows operating systems.
You will see an error similar to the following:
UTC error Timed out after waiting 8 minutes for <vm name> to power off Converted VM back to a
desktop.
There are two possible causes for this issue.
Sysprep Process Taking Too Long
Window system is taking too much time to finish the sysprep process on the image. In this case,
administrator will see that the image is powered-off after some time, which means sysprep is taking
more time than default timeout configured in the policy.
Resolution: Tenant administrator should request Service Provider to increase the sysprep timeout policy
(~15 minutes).
Sysprep Process Failed With Error
Windows sysprep process is failed with error on the image.
Resolution: Please check the windows sysprep logs for errors
(C:\Windows\System32\sysprep\Panther\setuperr.log) and check applicable Micrsoft KB article as per
the error codes you receive.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
Cannot hear Sound on the Device when logged into DaaS or View
Issue: Sound isn’t passing through.
Resolution
1. Go to Control Panel > Sound.
2. Under playback, set the Teradici Audio Driver as the default sound.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net
USB Devices are not working on desktop
Resolution
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Use PCoIP as the default protocol and use whenever possible.
Make sure there is a View client installed on the machine the user is trying to remote to.
Open the Device Manager on the guest, reinstall the Vmware View Virtual USB Device
manager and the drivers
Open the Device Manager on the clients, and reinstall the Vmware View Generic USB Devices
drivers.
Make sure drivers on the guest and client are enabled.
Evolve IP | 989 Old Eagle School Rd. | Wayne, PA 19087 | 610.964.8000 | [email protected] | www.evolveip.net