vDesk Error - Application Crashes or Closes When About to Connect

This article explains how Tier 1 and Tier 2 staff should troubleshoot when vDesk crashes or closes when it is normally at the point it's about to connect.

Error: When you have selected your virtual desktop and clicked Connect, you see the black screen indicating you will be connected to your desktop and then suddenly, or not long after, it disappears with no error. To troubleshoot this situation, check what Display Protocol you are using and then try connecting with the other.

  • After you login, select the drop-down arrow next to your desktop name (highlighted in red in the image below).
    Desktop Options

  • Choose Display Protocol from the menu that appears (highlighted in red in the image below).
    Protocol Menu

  • Of the two protocols available, select the one not currently checked. This article presumes your default is set for PCoIP: if that is the case, select Microsoft RDP. If your default is Microsoft RDP, select PCoIP.
    RDP protocol

  • Click Connect.
  • If your desktop appears, the issue was a problem with the previous protocol. Once connected, you can open a low severity incident with the ITS Service Desk to have a Desktop Administrator determine the cause of the problem and resolve it.

    If your desktop DOES NOT appear and continues to disconnect or crash quietly or now returns an error, you can open a moderate severity incident with the ITS Service Desk to have a Desktop Administrator resolve the issue.

Keywords:VDI,crash,disconnect,vmware,virtual_desktop   Doc ID:39224
Owner:Manuel A.Group:University of Chicago
Created:2014-04-16 15:10 CDTUpdated:2017-06-19 06:51 CDT
Sites:University of Chicago, University of Chicago - Sandbox
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