7.0

Troubleshooting View Agent Direct-
Connection Plug-In 5
When using View Agent Direct-Connection Plug-In, you might encounter known issues.
When you investigate a problem with View Agent Direct-Connection Plug-In, make sure that the correct
version is installed and running.
If a support issue needs to be raised with VMware, always enable full logging, reproduce the problem, and
generate a Data Collection Tool (DCT) log set. VMware technical support can then analyze these logs. For
details on generating a DCT log set, refer to Collecting diagnostic information for VMware View KB article
http://kb.vmware.com/kb/1017939.
This chapter includes the following topics:
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“Incorrect Graphics Driver is Installed,” on page 25
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“Insufficient Video RAM,” on page 25
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“Enabling Full Logging to Include TRACE and DEBUG information,” on page 26
Incorrect Graphics Driver is Installed
For PCoIP to work properly, the correct version of the graphics driver must be installed.
Problem
A black screen is displayed when a user connects to a desktop or an application using PCoIP.
Cause
An incorrect version of the graphics driver is running. This could happen if an incorrect version of VMware
Tools is installed after the installation of View Agent.
Solution
u
Reinstall View Agent.
Insufficient Video RAM
To support PCoIP, a virtual machine that runs a desktop or an RDS host must have a minimum of 128 MB of
video RAM.
Problem
A black screen is displayed when a user connects to a desktop or an application using PCoIP.
Cause
The virtual machine does not have enough video RAM.
VMware, Inc.
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