PCoIP Agent cannot connect. See ERROR: Message contains unrecognized XML tags

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October 1, 2020

Last modified: 09/14/2023, 1:30 pm

Knowledge Base Article Troubleshooting HP Anyware

Problem

When connecting to a HP Anyware PCoIP Agent via broker the client receives the "Error: Message contains unrecognized XML tags".

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Cause

 

This issue occurs at the last stage in the connection process, the Broker is unable to return the Agent to the PCoIP Client since it expects a valid "mac-address" field, which looks to be returning blank. Specifically when <mac-address> or <pcoip-unique-id> fields is blank.

 

Resolution

 

  • If you are on an older version of Client, upgrade to the version 20.04 or later. 
  • Make sure if TCP port 60443 is not blocked, as this port is required for successful connection broker communication.