PCoIP TROUBLESHOOTING STEPS: Session Disconnect

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August 2, 2018

Last modified: 09/03/2023, 6:12 pm

Knowledge Base Article Troubleshooting Session Zero Clients HP Anyware

This article provides a brief list of troubleshooting steps for common issues, it is not intended to be a comprehensive troubleshooting guide.

By default the PCoIP protocol will disconnect a session if there is no network activity for more than 30 seconds for a zero client or host card, or 60 seconds for a Horizon View Client. Typically this will be the result of a network interruption. This can also occur with PCoIP Software, when the PCoIP server in VMware View stops responding due to some resource contention. 

Also, in some cases, the disruption of less than 30 seconds of network traffic on UDP 4172 can cause a session disconnect.  

Three common scenarios are covered including: 

  • Random frequent session disconnects enterprise wide
  • Random infrequent session disconnects enterprise wide
  • User specific or isolated session disconnects

 

Scenario 1:

Random frequent disconnects enterprise wide 

  • Check for intrusion detection IPS, IDS (including switch port-based IDS)
  • Check if endpoint device security is enabled and disconnecting the client NIC
  • Check for network load balancing or Cisco VSS interswitch links
  • Check for use of unsupported USB devices
  • Did the View Connection Server session timeout expire?  Default is set to 600 minutes.
  • Check that network QoS is implemented correctly
  • Check network loading including uplinks to ensure there is sufficient bandwidth
  • Check that portfast is enabled on switches
  • Corrupt "Connecting using DNS Name" GPO
  • Check spanning tree is configured correctly
  • Does the WAN connection have sufficient bandwidth and QoS enabled and configured correctly?

 

Scenario 2:

Random infrequent session disconnects enterprise wide

  • Is there storage or network contention?
  • Check logs for migration events (ie storage, server or VM vMotion)
  • Check for network load balancing or Cisco VSS interswitch links
  • Check that network QoS is implemented correctly
  • Check that portfast is enabled on switches
  • Application or windows updates from an enterprise system management platform that forces a reboot after installation
  • Check network loading including uplinks to ensure there is sufficient bandwidth
  • Check to ensure that Windows is not set to Install updates automatically

 

Scenario 3

User specific or isolated session disconnects

  • Check for application dependencies, especially if the application changes the screen resolution.  These applications are not supported by VMware in View 5.x or earlier.
  • User specific USB device
  • Defective switch port or other connectivity point to that client
  • Defective client device