Troubleshooting vworkspace. Version 1.0

Transcription

1 Troubleshooting vworkspace Version 1.0

2 2010 Quest Software, Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement. This software may be used or copied only in accordance with the terms of the applicable agreement. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording for any purpose other than the purchaser's personal use without the written permission of Quest Software, Inc. If you have any questions regarding your potential use of this material, contact: Quest Software World Headquarters LEGAL Dept 5 Polaris Way Aliso Viejo, CA USA legal@quest.com Refer to our Web site for regional and international office information. Trademarks Quest, Quest Software, the Quest Software logo, AccessManager, ActiveRoles, Aelita, Akonix, AppAssure, Benchmark Factory, Big Brother, BusinessInsight, ChangeAuditor, ChangeManager, DeployDirector, DirectoryAnalyzer, DirectoryTroubleshooter, DS Analyzer, DS Expert, ERDisk, Foglight, GPOADmin, Imceda, IntelliProfile, InTrust, Invirtus, itoken, I/Watch, JClass, Jint, JProbe, LeccoTech, LiteSpeed, LiveReorg, LogADmin, MessageStats, Monosphere, NBSpool, NetBase, NetControl, Npulse, NetPro, PassGo, PerformaSure, Quest Central, Quest vtoolkit, Quest vworkspace, ReportADmin, RestoreADmin, SelfServiceADmin, SharePlex, Sitraka, SmartAlarm, Spotlight, SQL LiteSpeed, SQL Navigator, SQL Watch, SQLab, Stat, StealthCollect, Storage Horizon, Tag and Follow, Toad, T.O.A.D., Toad World, vautomator, vcontrol, vconverter, vfoglight, voptimizer Pro, vpackager, vranger, vranger Pro, vspotlight, vstream, vtoad, Vintela, Virtual DBA, VizionCore, Vizioncore vautomation Suite, Vizioncore vbackup, Vizioncore vessentials, Vizioncore vmigrator, Vizioncore vreplicator, Vizioncore vtraffic, Vizioncore vworkflow, WebDefender, Webthority, Xaffire, and XRT are trademarks and registered trademarks of Quest Software, Inc in the United States of America and other countries. Other trademarks and registered trademarks used in this guide are property of their respective owners. Disclaimer The information in this document is provided in connection with Quest products. No license, express or implied, by estoppel or otherwise, to any intellectual property right is granted by this document or in connection with the sale of Quest products. EXCEPT AS SET FORTH IN QUEST'S TERMS AND CONDITIONS AS SPECIFIED IN THE LICENSE AGREEMENT FOR THIS PRODUCT, QUEST ASSUMES NO LIABILITY WHATSOEVER AND DISCLAIMS ANY EXPRESS, IMPLIED OR STATUTORY WARRANTY RELATING TO ITS PRODUCTS INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. IN NO EVENT SHALL QUEST BE LIABLE FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, PUNITIVE, SPECIAL OR INCIDENTAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION OR LOSS OF INFORMATION) ARISING OUT OF THE USE OR INABILITY TO USE THIS DOCUMENT, EVEN IF QUEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Quest makes no representations or warranties with respect to the accuracy or completeness of the contents of this document and reserves the right to make changes to specifications and product descriptions at any time without notice. Quest does not make any commitment to update the information contained in this document. Quest Support Troubleshooting vworkspace 1

3 Contents Contents... 2 Introduction... 3 General Troubleshooting Advice... 4 Ports and the Telnet Client... 4 Port requirements when using SSL Gateway... 5 Port requirements when not using the SSL Gateway... 5 General additional port requirements... 5 The RDP Test... 6 Determining the source of an error message... 6 Connection Broker and Management Console Errors... 7 The Quest Connection Broker service starts and then immediately stops Connect to DC Service timed out... 7 The remote display protocol port is not reachable... 7 Warning: Remote computer belongs to another computer group... 8 Additional Information... 9 Quest Support Troubleshooting vworkspace 2

4 Introduction This document has been produced to help describe the most common support issues arising with the vworkspace product suite, and ways to approach troubleshooting these issues and providing Quest support with all available information to help further troubleshoot the issue. It is by no means a definitive list of troubleshooting techniques for every issue that could arise with vworkspace, more based on experiences so far encountered, and that this document will continue to be revised by Quest Support as new information becomes available and that can be shared. Quest Support Troubleshooting vworkspace 3

5 General Troubleshooting Advice Ports and the Telnet Client With vworkspace it is very important to have communication between the Clients, Connection Brokers and Terminal Servers/ VDIs. One of the most common causes of issues can be that ports are not reachable from one machine to another, in which case the telnet client is an invaluable tool in testing this scenario. For example, in order to test if a VDI can reach the connection broker on Port 8080, open a command prompt and type the following: telnet machinename 8080 such as Telnet CB (Where CB1 is the name of your Connection Broker) If the results look like the screenshot below, it means that the port is not reachable. Ok, so now we have determined that the port is not reachable, we need to work out why by following these steps: 1. Does the name resolve to the correct IP? 2. Is the Service running? (Check the table below for what Service uses what port) 3. Is there a firewall blocking the connection? Quest Support Troubleshooting vworkspace 4

6 Port requirements when using SSL Gateway Note - These are the Default ports and are user configurable. If they are changed from the default values, make a note of these in case they need to be rolled back at any time. From To Port Service Name Client SSL Gateway 443 Quest Secure Sockets Layer Gateway SSL Gateway Connection Broker 8080 Quest Connection Broker SSL Gateway TS/VDI 3389 Remote Desktop Services or Terminal Services SSL Gateway Web Server 80 World Wide Web Publishing Service Port requirements when not using the SSL Gateway From To Port Service Name Client Connection Broker 8080 Quest Connection Broker Client Web Server (if used) 80 World Wide Web Publishing Service Client TS/VDI 3389 Remote Desktop Services or Terminal Services General additional port requirements From To Port Service Name Connection Broker TS/VDI 5203 Quest Data Collector Service Connection Broker TS/VDI 3389 Remote Desktop Services or Terminal Services Connection Broker TS/VDI 5204 Quest Universal Printer Connection Broker Universal Printer Server 5204 Quest Universal Printer Connection Broker TS/Other Connection 5205 Quest Registry Service Brokers TS/VDI Connection Broker 5201 Quest Connection Broker TS/VDI Connection Broker 8080 Quest Connection Broker Web Server Password Management 443 Quest Password Service AppPortal Password Management Service Connection Broker SQL Server 1433 SQL Server Terminal Servers SQL Server 1433 SQL Server Management Service 443 Quest Password Management Service Quest Support Troubleshooting vworkspace 5

7 This information can be used to determine if communication is failing between the machines as this is normally the cause for errors. The RDP Test It is often difficult to determine if a connection failure is a vworkspace issue or a general issue. The easiest way to determine this is to use the Remote Desktop (RDP) test using the steps below: 1. Open RDP 2. Start Run mstsc 3. Type in the IP address of the VDI/TS that you are connecting to. If this fails to connect as well then it is most likely a general machine issue which can be diagnosed using standard methods below, for example: 1. Is the IP address of the machine correct? 2. Does the machine name resolve correctly through DNS? 3. Is the machine contactable on telnet / 3389 The other advantage of the RDP test is that it may reveal an error message on the console that was hidden previously. Determining the source of an error message One of the great things about vworkspace is that is works with many different platforms and hypervisors. This can also add to confusion when troubleshooting. It may appear that vworkspace is sending an error message but the product also forwards error messages from the platform that we are interacting with at the time. Therefore if you get an error message from vworkspace and search the Quest knowledgebase but fail to find a helpful result, it may be because it isn't a vworkspace error but something from the underlying operating system. If this is the case, and the error does not appear on Quest s knowledgebase, try searching for the error through your preferred internet search engine as often you will find that the error comes from the Hypervisor rather than vworkspace (there are hundreds of examples of how to fix it already out there on the Net). Quest Support is constantly expanding the online knowledge base to include new solutions to common problems and will continue to add fixes and workarounds to 3rd party errors. Quest Support Troubleshooting vworkspace 6

8 Connection Broker and Management Console Errors The Quest Connection Broker service starts and then immediately stops. 1. Open the services list by selecting Start Run and typing services.msc 2. Verify that Quest Database Management service is up and running **NOTE: If Quest DB service also cannot start, then there is a problem with SQL database configuration (ODBC) and there is no need to continue with the following steps 3. Open the vworkspace Management console Expand Locations Location1 (or the modified name) then Connection Brokers 4. Delete the Connection Broker entry that is specified by IP or FQDN 5. Add the Connection Broker again using the NetBIOS name. 6. Ensure that this name resolves to the correct IP address 7. Switch back to the service list and press F5 (or select Refresh)and wait to verify that CB service is up and running Note - Service should be set to an automatic start up type Connect to DC Service timed out When initializing a machine, the management console gives the following error "Connect to DC service timed out. Overlapped I/O operation is in progress. (997) Retry will occur automatically if necessary" This error is caused by the Connection Broker not being able to connect to the Data Collector service on the Machine being initialized. Please make sure the firewall on the VDI is turned off or open port 5203 from the Connection Broker to the VDI by adding in a firewall exception. The remote display protocol port is not reachable If the RDP port is not reachable from the Connection Broker, the machine will be marked as "Not Ready" and you will not be able to log into it through vworkspace. This error message can be caused by the Port being blocked. However, the more common cause is that Remote Desktop Services aren't enabled on the VDI. 1. Login to the machine having the issue 2. Right click My Computer select Properties 3. Select the Remote tab 4. Check the box Allow users to connect remotely to this computer 5. Click OK 6. Reinitialize through the vworkspace Management Console Quest Support Troubleshooting vworkspace 7

9 The above method is for a single machine. If deploying machines from a template, it is important to update this template first to save a lot of time! Warning: Remote computer belongs to another computer group When provisioning machines messages such as remote computer belongs to another computer group (has a different computer id). (42007) Retry will occur automatically if necessary may appear. This can happen for a few reasons such as for example, if you are migrating VDI's from a test lab to a new Farm in your Live environment, it is correctly telling you that the machine is from a different farm. However, it can also appear when adding new machine from a Template. When a machine is initialized in the vworkspace Management Console, our product will add some unique registry keys into that machine. If this machine is then turned into a template, all cloned machines will have the same unique keys and cause this error message. In that case, please perform the following steps on the template: 1. Remove the VDI desktop from the vworkspace Management Console, if necessary 2. Log on to the VM as Administrator and remove these registry fields: HKLM\SOFTWARE\Provision Networks\Common\License Mode HKLM\SOFTWARE\Provision Networks\Common\LLMServerList HKLM\SOFTWARE\Provision Networks\Common\PublicKey HKLM\SOFTWARE\Provision Networks\Common\ComputerID 3. Restart the Quest Data Collector service on the VDI VM. 4. Import the VDI desktop into the database. Quest Support Troubleshooting vworkspace 8

10 Additional Information For Additional Information on vworkspace, including Solutions, recommended content, Community Information, Product Information and downloads please visit the SupportLink website accessible from For suggestions regarding this particular document and areas to include please use the community site thread for this Solution and add your replies - Quest Software vworkspace Community Quest Support Troubleshooting vworkspace 9