Knowledge Base

The VMware Knowledge Base provides support solutions, error messages and troubleshooting guides
 
Search the VMware Knowledge Base (KB)   View by Article ID
 

Upgrading VMware Tools in a virtual desktop causes PCoIP connections to fail (1022830)

Symptoms

  • Connections to virtual desktops using PCoIP fail
  • You are no longer able to connect to virtual desktops using PCoIP
  • You have recently updated VMware Tools (for example, you have installed ESX 4.0 Update 2, which updates VMware Tools, and you are no longer able to connect to virtual desktops using PCoIP)

Resolution

This issue affects customers that have View 4.x installed and have upgraded their ESX environment to ESX 4.0 Update 2 or from ESX 4.1 to ESX 4.1 Update 1. 

Permanent Fix

The VMware View 4.0.2 agent resolves the PCoIP issue that occurred because of upgrading VMware Tools to ESX 4.0 Update 2 in a virtual desktop.
 
In the case of an ESX 4.1 to ESX 4.1 Update 1 upgrade, uninstall and reinstall the same version of VMware View Agent you are using.
  • For linked clones, this operation needs to be on the master image, a snapshot taken and the pools recomposed or recreated from the new snapshot. 
  • On individual and full clones, the uninstall and reinstall can be done on the desktop virtual machines themselves. 
Obtaining the fix
 
To obtain the VMware View 4.0.2 agent:
  1. Download the installation file here
  2. Click Download to the right of VMware View Manager 4.0.2 Premier Edition or VMware View Manager 4.0.2 Enterprise Edition based on your product license.
  3. Enter your email address or Customer Number and VMware password to sign in using our secure server.
  4. Accept the ELUA to access the download location.
  5. Download the VMware View Agent (Build 294291). The file downloaded is VMware-viewagent-4.0.2-294291.exe.

    This VMware View 4.0.2 agent patch has been tested with these ESX and VMware Tools versions    
    • ESX 3.5 update 5 and the VMware Tools shipped with ESX 3.5 update 5 version
    • ESX 4.0 update 1 and the VMware Tools shipped with ESX 4.0 update 1 version
    • ESX 4.0 update 2 and the VMware Tools shipped with ESX 4.0 update 2 version
Applying the fix
 
Important: If you have not applied the steps in the Prevention section or the Workaround section of this article, VMware recommends that you install the VMware Tools from ESX Update 2 and the View 4.0.2 agent .
 
To  install the Agent:
  1. Click Start > Settings > Control Panel > Add/Remove programs.
  2. Choose the VMware View Agent and click Remove or Uninstall.
  3. Download and unzip the patch.
  4. Double-click the VMware-viewagent-4.0.2-294291.exe to start the installation of the patch.
  5. Follow the installation wizard.
Notes:
  • For Linked Clones the agent should be installed on the base Virtual Machine and a new snapshot taken. Followed by a recompose or recreation of the pools. 
  • If you are scripting this change, you must run the VMware-viewagent-4.0.2-294291.exe /s /v /qn command, reboot, then run the same command again.

Workaround

For customers that do not have a requirement to use PCoIP, you can use RDP. For more information on using RDP, see the VMware View Administration Guide.
 
For customers that are experiencing the issue and want to continue using PCoIP:

Note: VMware recommends that you have VMware View 4.0.1 installed prior to performing these steps.
  1. Log in to the affected virtual machine(s) with Administrator rights. This is any virtual machine that has the VMware Tools shipped with ESX 4.0 Update 2 installed.
  2. Rename the C:\Program File\Common Files\VMware\Drivers\Video folder to C:\Program File\Common Files\VMware\Drivers\Video-OLD.
  3. From a working virtual machine, copy the C:\Program File\Common Files\Vmware\Drivers\Video folder to C:\Program File\Common Files\Vmware\Drivers\ on an affected virtual machine.
  4. Click Start > Settings > Control Panel > System.
  5. Click the Hardware tab and click Device Manager.
  6. Expand Display Adapters.
  7. Choose VMWARE SVGA II. Right-click on it and choose Properties.
  8. Click the Driver tab. You are presented with the SVGA driver properties.

    The version is 11.6.0.34 (Driver Date 01/03/2010).

  9. Click Update Driver. The Hardware Update wizard displays.
  10. When prompted with the question, "Can windows connect to Windows Update to search for software?", click No, not at this time and click Next.
  11. When prompted with the question What do you want the wizard to do?, click Install from a list or specific location (Advanced) and click Next.
  12. Click Don't search. I will choose the driver to install and click Next.
  13. On the next screen, you are presented a list of two or more VMWARE SVGA II Versions to choose from. For example:

    VMWARE SVGA II Version: 11.6.0.31 (21/09/2009)
    VMWARE SVGA II Version: 11.6.0.32 (24/09/2009)
    VMWARE SVGA II Version: 11.6.0.34 (01/03/2010)

    Choose VMWARE SVGA II Version: 11.6.0.32 (24/09/2009).

  14. Click Next. The driver begins installing.
  15. Click Continue Anyway when Windows notifies you that VMware SVGA II has not passed Windows logo testing.

    The driver install completes.

  16. Click Finish.
  17. Click YES when prompted to restart your computer.
  18. Verify that PCoIP is now working.

Prevention

If you cannot apply the permanent fix or workaround, perform one of these options to prevent this issue:
  • Do not upgrade to ESX 4.0 Update 2 if you are using View 4.x with PCoIP.

    OR

  • Install VMware Tools for ESX 4.0 Update 2 without the SVGA driver. 
To install without the SVGA driver, after upgrading you VMware Tools package on ESX host, from vSphere Client:
  1. Right-click the guest, and click Guest > Install/Upgrade VMware Tools.
  2. Ensure Automatic Tools Upgrade is selected.
  3. Copy and paste this text as it applies to your environment into Advanced Options:

    Note: Do not include line breaks when you copy the text. The line breaks are for formatting purposes only.
    • For x86 guests:

      /s /v "/qn REINSTALLMODE=voums REINSTALL=WYSE,VMXNet,VMCI,Mouse,MemCtl,Hgfs,VSS,VMXNet3,vmdesched,ThinPrint,Sync,
      PVSCSI,Debug,BootCamp,Audio,Buslogic,VICFSDK,VAssertSDK,Toolbox,Upgrader,GuestSDK,
      PerfMon,Common,microsoft_dlls_x86,ArchSpecific"

    • For x64 guests:

      /s /v "/qn REINSTALLMODE=voums REINSTALL=WYSE,VMXNet,VMCI,Mouse,MemCtl,Hgfs,VSS,VMXNet3,vmdesched,ThinPrint,Sync,
      PVSCSI,Debug,BootCamp,Audio,Buslogic,VICFSDK,VAssertSDK,Toolbox,Upgrader,
      GuestSDK,PerfMon,Common,microsoft_dlls_x64,ArchSpecific"

  4. Click OK. VMware Tools automatically upgrades in the guest, and the guest reboots.

Note: If automatic upgrade fails, see Upgrading VMware Tools may fail when using Automatic Installation in the vSphere Client (1023459).

Additional Information

For more information on configuring PCoIP, see Configuring PCoIP for use with View 4.x (1018158)

Tags

view-agent  view-client  pcoip-connection-failure

See Also

Update History

06/16/10 - Added RDP workaround for customers that don't have a strict PCoIP requirement 06/16/10 - Added preventative steps and extensive workaround for customers using PCoIP 06/23/10 - Attached a patch and included instructions for installation 01/13/2011 - Included link to download site and added download instructions. 02/15/2011 - Added information about upgrading from ESX 4.1 to ESX 4.1 Update 1 09/22/2011 - Added link to 1018158

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.

Feedback

  • 56 Ratings

Did this article help you?
This article resolved my issue.
This article did not resolve my issue.
This article helped but additional information was required to resolve my issue.
What can we do to improve this information? (4000 or fewer characters)
  • 56 Ratings
Actions
KB: