User manual

Troubleshooting Horizon View Client
You can solve most Horizon View Client problems by resetting the desktop or reinstsalling the app. You can
also enable log collection and send log files to VMware for troubleshooting.
Horizon View Client Stops Responding or the Remote Desktop Freezes
When the screen freezes, first, try resetting the remote desktop operating system.
Problem
The VMware Horizon View app does not work or repeatedly exits unexpectedly or the remote desktop
freezes.
Cause
Assuming that Horizon View servers are configured properly and that firewalls surrounding them have the
correct ports open, other issues usually relate to the VMware Horizon View app on the mobile device or to
the guest operating system on the remote desktop.
Solution
n
If the operating system in the remote desktop freezes, use Horizon View Client on the device to reset
the desktop.
This option is available only if the View administrator has enabled this feature.
n
Uninstall and reinstall the app on the device.
n
If you get a connection error when you attempt to connect to the server, you might need to change your
proxy settings.
What to do next
Reset a Desktop
Resetting shuts down and restarts the desktop. Unsaved data is lost.
You might need to reset a desktop if the desktop operating system stops responding.
Resetting a remote desktop is the equivalent of pressing the Reset button on a physical PC to force the PC to
restart. Any files that are open on the remote desktop will be closed without being saved first.
You can reset the desktop only if the View administrator has enabled this feature.
Prerequisites
n
Obtain the credentials that you need to log in, such as Active Directory user name and password, RSA
SecurID user name and passcode, or RADIUS authentication user name and passcode.
Procedure
1 In Horizon View Client, on the Desktops screen that displays remote desktop shortcuts, tap the
Options button on the shortcut icon.
2 Tap Reset.
The Reset command is available only if the View administrator has allowed it and only if the status of
the desktop is such that the action can be taken.
Using VMware Horizon View Client for Windows Store
18 VMware, Inc.