User manual

Troubleshooting Horizon Client 5
You can solve most Horizon Client problems by reseing the desktop or reinstalling the app.
You can also enable log collection and send log les to VMware for troubleshooting.
This chapter includes the following topics:
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“Horizon Client Stops Responding or the Remote Desktop Freezes,” on page 25
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“Reseing a Remote Desktop or Application,” on page 26
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“Uninstall the VMware Horizon Client App,” on page 26
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“Connecting to a Server in Workspace ONE Mode,” on page 26
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“Collect Logs to Send to Technical Support,” on page 27
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
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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.
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Uninstall and reinstall the app on the device.
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If you get a connection error when you aempt to connect to the server, you might need to change your
proxy seings.
VMware, Inc.
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