Knowledge Base

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, check to see if you can access your base snapshot. Work through each troubleshooting step in order, and do not skip a step.

To troubleshoot the issue when you are unable to see your snapshots:

1. Ensure that the mode of ESX used is compatible. For more information, see Confirming that the mode of ESX used is compatible (1029003).
   
   
2. Verify that the correct naming convention is used for the snapshot. For more information, see Confirming virtual desktop base image snapshot still exists (1028832).
   
   
3. Confirm that the network connection exists for vCenter Server and VMware View Composer. For more information, see Verifying a network connection exists for vCenter Server and View Composer (1029264).
   
   
4. Confirm that the permissions/credentials are correct for the vCenter Server user. For more information, see Confirm permissions/credentials are correct for vCenter/VirtualCenter server user (1028705).
   
   
5. Ensure that the database is not corrupt. For more information, see Configuring the View Composer Domain fails with the error: The database has been reinitialized or is corrupt (1012082).
   
   
6. Confirm that there are no ESX or vCenter Server issues. For more information, see:
   
   
   • Troubleshooting VirtualCenter and View Manager connectivity and operation (1006863) 
   • Diagnosing an ESX or ESXi host that is Disconnected or Not Responding in vCenter Server (1003409)
     

If the issue persists after completing the steps in this article:

• Collect the VMware View diagnostic bundle. For more information, see Collecting diagnostic information for VMware View (1017939).
• File a support request with VMware Support and quote this Knowledge Base article ID (1029366) in the problem description. For more information see How to Submit a Support Request.