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Troubleshooting a black screen when logging into a Horizon View virtual desktop using PCoIP (1028332)

Symptoms

  • When attempting to connect to a Horizon View virtual machine using the PCoIP protocol, a black screen is displayed temporarily and the client disconnects. Connecting to the same virtual machine using RDP protocol is successful.
  • Internal PCoIP connections may be successful, however connecting externally results in a black screen.
  • Connections from a PCoIP Zero Client fail, but connecting using the Horizon View software client is successful.

Cause

There are various causes for the PCoIP black screen issue. These include, but are not limited to:
  • Misconfiguration of connection server settings.
  • vRAM shortage on the View virtual machine.
  • Incorrect video driver version installed on the View virtual machine.

Resolution

Each step below provides instructions and a link to a document, for performing the step and taking corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and to identify the proper resolution. They are also ordered in the most appropriate sequence to minimize data loss. After each step, try to connect or reconnect to your virtual desktop via PCoIP. Work through each troubleshooting step in order, and do not skip a step.

If you see a black screen when using PCoIP:

  1. Verify that the View desktop is using the correct video driver. For more information, see The PCoIP server log reports the error: Error attaching to SVGADevTap, error 4000: EscapeFailed (1029706).

  2. Verify that no disclaimers or login banners are being used when PCoIP is the display protocol. For more information, see Black View Client log in screen when using PCoIP (1016961).

  3. Verify that the pool is configured to provide enough video memory for the resolutions you plan to present to the clients. For more information, see Dual monitors configured using PCoIP does not span both the monitors for VMware View (1027899).

  4. Verify that the agents were installed in the correct order. For more information, see Configuring PCoIP for use with View Manager (1018158).

  5. Confirm the PCoIP Security Gateway configuration. For more information, see Configuring PCoIP Secure Gateway in VMware View (1036208).

  6. If connections fail while using the PCoIP protocol through a Thin Client or Zero Client, but are successful using the View software client, the issue may be occurring due to an incorrect setting within the Thin Client. Review your Thin Client or Zero Client configuration and contact your vendor if necessary.

  7. Verify that the network is configured correctly. For more information, see:

If the issue still persists after completing the steps above:

Additional Information

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Tags

pcoip black screen

See Also

Update History

08/23/2011 - Added View Manager 4.6 to Products. 12/30/2011 - Added step to confirm video driver. 07/24/2012 - Added reference to KB 1004759. 12/18/2012 - Added View Manager 5.1.x to Product Versions. 11/05/2013 - Added View 5.2.x to Product Versions 12/03/2013 - Added View 5.3 to product versions 07/03/2014 - Added resolution steps

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