HP Anyware Agent: Error 6405 in macOS version of the agent

Rate this Article
No votes yet

February 5, 2022

Last modified: 12/10/2022, 6:56 pm

Knowledge Base Article Troubleshooting Session HP Anyware

PROBLEM

When the macOS agent machine had been rebooted, the PCoIP software client is seeing:

Error 6405: PCoIP Agent failed to launch the remote session. Please try again. If this failure persists, please report this failure to your system administrator.

Even resetting the macOS OSX itself will still encounter the error

 

CAUSES & WORKAROUND

Cause #1

One scenario that we encountered was when you VNC into the macOS agent machine there's a pop-up window that's waiting for the user to do some action.

rta


 

Workaround

The workaround for now is to connect temporarily with VNC. We need that to happen in order to have an active console session from the macOS otherwise if you connect using PCoIP software client right away you will get the 6405 error.

Either click Cancel and close the VNC session (DO NOT LOGOUT) then reconnect back using PCoIP software client
or correct the Keychain access by installing the proper certificate so that whenever the macOS agent gets rebooted it wont prompt anymore. Then you can directly PCoIP connect to the macOS agent without establishing a session first using VNC.


Cause #2

During login, Alias used instead of true login ID instead of user ID

  • User ID is the true login ID for a user to a login system, e.g., jdoe 
  • Alias is something Apple asks a user to enter when they set up credentials, like a friendly name, e.g., "John Doe". 
  • For a mac system, once the password is created, the user can use both Alias or user ID to log in. Alias is more user-friendly but what OSX does is translate the Alias to the true User ID during login (which is transparent to the user). 
  • But this is an internal Apple OS mapping and the PCoIP client does not have access to that layer of translation, so we would only accept the true user ID.

 

Workaround

Verify what is the username being typed in at the PCoIP Client window 

  • What is the true user ID on your mac host?  This can be verified by SSH onto the mac host or open a terminal on the iMac, and type “whoami”.  This would give the true user ID. 
  • Always use the true user ID at the PCoIP client to log in. 


Cause #3

When a new user logs in for the first time, macOS throws up a series of dialog boxes asking for confirmation of various things such as privacy settings, Siri usage, etc.  
 

Workaround

see article 7653