User manual

What to do next
Reinstall Horizon Client.
See “Install or Upgrade Horizon Client,” on page 14.
Horizon Client Stops Responding or the Remote Desktop Freezes
When the window freezes, rst, try reseing the remote desktop operating system.
Problem
Horizon Client does not work or repeatedly exits unexpectedly or the remote desktop freezes.
Cause
Assuming that Horizon servers are congured properly and that rewalls surrounding them have the
correct ports open, other issues usually relate to Horizon Client on the device or to the guest operating
system on the remote desktop.
Solution
n
If the operating system in the remote desktop freezes, use Horizon Client on the device to reset the
desktop.
This option is available only if the Horizon administrator has enabled this feature.
n
Uninstall and reinstall the app on the device.
n
If reseing the remote desktop and reinstalling Horizon Client do not help, you can reset the Android
device, as described in the user guide for your Android device.
n
If you get a connection error when you aempt to connect to the server, you might need to change your
proxy seings.
Problem Establishing a Connection When Using a Proxy
Sometimes if you aempt to connect to Connection Server using a proxy while on the LAN, an error occurs.
Problem
If the Horizon environment is set up to use a secure connection from the remote desktop to Connection
Server, and if the client device is congured to use an HTTP proxy, you might not be able to connect.
Cause
Unlike Windows Internet Explorer, the client device does not have an Internet option to bypass the proxy
for local addresses. When an HTTP proxy is used for browsing external addresses, and you try to connect to
Connection Server using an internal address, you might see the error message Could not establish
connection.
Solution
u
Remove the proxy seings so that the device no longer uses a proxy.
Connecting to a Server in Workspace ONE Mode
If you cannot connect to a server directly through Horizon Client, or if your desktop and application
entitlements are not visible in Horizon Client, Workspace ONE mode might be enabled on the server.
Problem
n
When you try to connect to the server directly through Horizon Client, Horizon Client redirects you to
the Workspace ONE portal.
Chapter 5 Troubleshooting Horizon Client
VMware, Inc. 61