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Ensuring that a virtual machine is not inaccessible due to a VMware vCenter or VirtualCenter issue

Symptoms

  • Virtual machine fails to respond to keyboard or mouse activity.
  • Virtual machine is not responding to network communication.
  • Virtual machine does not allow access via RDP, VMware VirtualCenter console screen, or other connection methods.
  • Virtual machine screen is black, and does not refresh.
  • VMware VirtualCenter displays the virtual machine's status as inaccessible or orphaned.
  • VMware VirtualCenter displays console screen errors.

Purpose

A virtual machine running in a VMware Infrastructure environment can encounter issues that prevent it from being able to function. These issues stem from the VMware VirtualCenter component. This article provides steps to ensure the VMware VirtualCenter is functioning properly and is configured correctly.

Resolution

Use the following procedure to verify that there are no issues with VMware vCenter and VirtualCenter that prevent the virtual machine from functioning.
 
Validate that each troubleshooting step below is true for your environment. Each step provides instructions or a link to a document, in order to eliminate possible causes and take corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. Please do not skip a step:
  1. Determine if the virtual machine is asking for a question to be answered. A virtual machine sometimes stops the power on sequence at 95% after a clone through copy or the change of a SCSI adapter. If a question is being asked, it needs to be answered on the virtual machine's Summary page before the power on operation can complete.
  2. Ensure the VMware VirtualCenter is functional. If you use VMware VirtualCenter to administer the virtual machines on your ESX hosts, it is possible that it is not connected properly. Restart the VirtualCenter service. For more information, see  Stopping, starting and restarting the VMware vCenter service (1003895) . When the service is restarted, attempt to power on the virtual machine again.
  3. Verify that the virtual machine's state is correct in VMware VirtualCenter. VMware VirtualCenter can report an orphaned state for a virtual machine. While orphaned, the virtual machine is unable to start, and unable to be managed. To return the virtual machine to a fully functional state, see Determining if a virtual machine is orphaned (1003742).
  4. Ensure ESX licensing is configured correctly.  When licensing expires, or is not configured appropriately, ESX hosts prevent virtual machines from powering on. For more information, see  Cannot power on virtual machines, Not enough licenses to perform operation error message (7114568).
  5. Check for connection errors on the console screen in the VMware Infrastructure Client. This screen reports connection errors and issues with access to the virtual machine's resources. If the virtual machine's console displays the error, handshake lost connection to vm_name.vmx , see VMware VirtualCenter console displays handshake error (1004592).
Note: If your problem still exists after trying the steps in this article, please:

Additional Information

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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