Cannot connect to session: Client shows licensing-related errors, or error 0x1002
When attempting to establish a remote connection using a PCoIP client, the connection fails and one of these error messages appears:
- PCoIP Agent has no available licenses to launch the remote session. Please try again later.
- This desktop has no remaining licenses available.
- Unable to connect (0x1002). Please contact your IT administrator.
The PCoIP session could not be established since the PCoIP Agent was unable to checkout a license from its license pool. This happens when:
- All available licenses are already in use, or have expired.
- The PCoIP Agent or the local license server is not started or not configured correctly (config problem)
- The local license server or cloud licensing service could not be reached (network problem, ports not open)
- The VMware Horizon agent is installed on the same machine as the HP Anyware Agent.
Step 1: Upgrade your PCoIP Agents to the latest release
- PCoIP Standard Agent: Windows , Linux
- PCoIP Graphics Agent: Windows , Linux
- Hardware Agent: Remote Workstation Card
- Remove any VMware Horizon agents if there is one installed on the Virtual Machine.
Step 2 Check the health of your licensing system
- Connect to an agent machine using RDP (for Windows) or SSH (for Linux).
- Run the pcoip-validate-license command to validate if your licenses system is operating correctly.
- If a license is returned then your system is setup correctly.
- If the command pcoip-validate-license produces an error, refer to the following articles to fix the root cause:
- The pcoip-validate-license command fails, what could be wrong?
- Which firewall ports need to be open for licensing to work?
- What services need to be available for Cloud Licensing to work?
- Note: If you are using a local license server, double check that your license server memory is > 4GB. License servers with less then 4GB may not serve licenses even if they are added to the license server.
Step 3: Verify that you have installed enough licenses to meet your ongoing needs
- How many licenses do I need?
- How can I see the licenses that are installed?
- If I need more, how can I purchase or obtain additional licenses?
Step 4: Check to see how many of the installed licenses are available for use
Connect to an agent machine using RDP (for Windows) or SSH (for Linux).
- Run the pcoip-list-licenses command to ensure that your pool of licenses has enough to service your needs for additional PCoIP connections. This command will show the number of licenses in the pool that are currently not being used.
|Agent-Sessions > 5
Licenses are available for clients to connect to either
HP Anyware Standard Agents or Remote Workstation Card Agents
is almost exhausted.
|Agent-Sessions = 0
Purchase additional licenses.
Client will not be able to connect to any PCoIP agent.
|Agent-Graphics > 5
Licenses are available for HP Anyware Graphics Agents
is almost exhausted.
Purchase additional licenses
Client will not be able to connect to a PCoIP graphic agent.
If pcoip-list-licenses outputs:
- The agent is not able to find a valid license server. To fix, you will need to correct either the agent configuration or the license server configuration. Following the guidelines listed in KB 1385.
- For Linux agents, ensure the configuration file pcoip-agent.conf is readable by PCoIP agent. If necessary, run the command to change permission: chmod 644 /etc/pcoip-agent/pcoip-agent.conf
- The PCoIP agent cannot communicate with the licensing server. This is usually caused by a misconfigured agent or a firewall. Check your GPO or configuration settings on the agent and your firewall settings.