Inside

 Introduction to VM Ware Horizon

 Features and Possibilities
 Platform Structure
 Opening VM Ware View
 Understanding Dashboard
 Understanding Users and Groups
 Killing Sessions
 Types of user error and solutions
 SPOC’s

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 Introduction to VM Ware Horizon
Simplify desktop and application management while increasing security and
control with VMware® Horizon View™ (formerly known as VMware View). Deliver a personalized
high fidelity experience for end-users across sessions and devices. Enable higher availability and agility
of desktop services unmatched by traditional PCs while reducing the total cost of desktop ownership up
to 50%. End-users can enjoy new levels of productivity and the freedom to access desktops from more
devices and locations while giving IT greater policy control.

Transform Desktop Management, Energize Users

Deliver rich, personalized virtual desktops as a managed service from a virtualization platform built to
deliver the entire desktop, including the operating system, applications and data. With Horizon View,
desktop administrators virtualize the operating s ystem, applications, and user data and deliver modern
desktops to end-users. Get centralized automated management of these components for increased control
and cost savings. Improve business agility while providing a flexible high performance desktop
experience with VMware Horizon View, desktop administrators virtualizes the operating system,
applications, and user data and deliver modern desktops to end -users or end-users, across a variety of
network conditions.

Features and Possibilities

Deliver Business Agility

Bring the agility and availability of cloud computing to the desktop and applications with Horizon
View. Built on VMware vSphere, Horizon View delivers desktops from a single integrated platform as
part of your cloud services.

Dynamically allocate resources to enable highly responsive environment to end users. Scale up and
down desktop services on demand to quickly meet changing business needs and proactively protect

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against planned and unplanned downtime. Run your desktops as business critical services for your
workforce.

Easily Control and Manage Desktops

Increase control of desktops, applications and data by delivering and managing them as centralized
services.

A single, powerful administrative console provides oversight of desktop services while enabling IT to
simply execute previously cumbersome tasks like provisioning, updates and patches. Easily apply
policies, quickly enable and disable users all from a centralized console for optimal busine ss response.
Free up time from maintenance for technology innovation.

Deliver a Better Desktop Experience

Unlike traditional PCs, View desktops are not tied to the physical computer. Instead, they reside in your
cloud and end-users can access their View desktop when needed.

Horizon View with PCoIP delivers the richest, most flexible and adaptive experience for end -users
around the world in a variety of network conditions. Business happens everywhere and whether online
or offline, desktops or mobile devices, LAN or WAN, Horizon View delivers maximum workplace
productivity.

Platform Structure
Begin the Journey to User-Centric Computing Enterprises are caught in a desktop dilemma. On one
hand, IT organizations face pressures to control costs and ensure compliance, manageability and
security. On the other hand, end users increasingly require the freedom and flexibility to access their
applications and data from multiple devices and locations. This desktop dilemma —which pits end-user
freedom against the need for IT control —can drive up costs, impact security and overwhelm IT
resources. It is aggravated by the existing PC -centric computing paradigm, which is expensive to
manage and restricts its ability to respond agilely to chang ing business dynamics. To break free from
this dilemma, organizations are looking for an agile, adaptive approach to computing that enables IT to
balance business requirements with the needs of end users for a flexible, high-performance computer
experience. Desktop virtualization with Horizon View enables organizations to do more with less and
adopt a user-centric, flexible approach to computing. By decoupling applications, data and operating
system from the endpoint—and by moving these components into the datacenter, where they can be

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centrally managed in your cloud—desktop and application virtualization offers IT a more streamlined,
secure way to manage users and provide agile, on-demand desktop services. Horizon View is the only
end-to-end solution that simplifies IT management, increases security and increases control of end-user
access while decreasing costs by centrally delivering desktop services from your cloud. Horizon View
enables highly available, scalable, secure and reliable desktop services unma tched by physical PCs.

Delivering the highest-fidelity performance and user experience across locations, Horizon View with PC
over IP (PCoIP) gives users a rich, personalized desktop for access to data, applications, unified
communications and 3D graphics

Opening VM Ware View

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We need to use Links:-

https://qorcwvdicnnct01.iqor.qor.com/admin

https://qorbwvdicnnct10.iqor.qor.com/admin

Login Details:-

User Name: Your iQor Domain ID

Password: Your iQor Domain ID’s Password

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 Understanding Dashboard

When you open the above link, you will see DASHBOARD, which is the preface of the entire system.
From the below image you can understand the internal architecture of VMware,

Remote Sessions: - It shows how many sessions are currently connected to the VDI system.

Desktop Status: - This is basically consists of 3 types of systems: -

1) Preparing: - it’s basically the stations which are under rebooting process, and it will be
prepared for use after rebooting.
2) Problem Desktops: - when any thin client or VDI image is having issues which cannot be
rectified in particular time stamp it goes to Problem Desktop, VDI Administrators need to
fix the issue.
3) Prepared for Use: - When the VDI station ready for login, on which user can attem pt
their login. It will not shows the system which is already logged in.

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 Understanding Users and Groups

Users and Groups are created under the pools, refer the below image for more clarification

When we click on the pools we see the table in the right frame, the column ID shows
the process names who are aligned to VDI , like we check metro as this is the biggest process on VDI, we

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see the column Sessions , in sessions the connection sessions data will show, when we click on the
sessions, the connected users data will show. : -

In User column we see the connected users with their domain names; we can
also search the user’s details by entering the de tails in search bar. In Client ID we will see the machine
ID of the connected user, in Start Time we will see the time and date when user joins a session, in
Duration we can identify since when user is logged in, and most important column is Session State, in
which we are able to identify the status of the session, i.e. Connected or Disconnected.

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 Killing Active Sessions
We need to kill the disconnected / multiple session of VDI , for that we need to
search it by Domain ID or Machine ID , and once we get the details we need to clear it, in some of the
cases we need to clear the current connected session too, because it might have some issues, Specially
with Avaya Setup. In most of the cases they don’t have Avaya Folder, below is the procedure to close the
session

# We need to check on both Qor A and Qor B cluster for the sessions , also we
need to check the Status as highlighted in above image, we have killed the session in above image
because user was not able to locate Avaya Folder.

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 Types of user error and solutions
Please ask requestor for the following steps if needed

Resolution /
Issue If you see…. Try this… Then this… Comments
Fingerprint
fails to login or
? over Check network cable - Green Defective
1 fingerprint lights on thin client. Reboot thin client Network Cable
A black screen
when the user
logs into the Desktop agent
VDI desktop Look through the Events of the was previously
with the "SSO" Pool that user is entitled to and connected has
View menu on find the VDI desktop that user is Remove that desktop in not yet
2 top consistently getting the inventory refreshed
User launches
ASAP - VDI
(IE 6 Website Have them fingerprint DNS / Host
3 link) Feather out user & reboot the TC back in file fix
AVP cannot
connect to
Outlook (Retry, Have them fingerprint DNS / Host
4 Work Offline…) Feather out user & reboot the TC back in file fix

Agent screen
goes into break Check if the USB Redirection is Agent may
& states still active. If not, disconnect have
Keyboard is and reconnect the keyboard. Wait If not, Disconnect the disconnected
disconnected or 15 seconds and confirm if the session & relaunch the USB device
5 not available fingerprint reader becomes active View Client while on break
User clicks the
NetCare link
from Type the link
metropcs.com (netcare.metropcs.com:8080) into IE version
6 website a separate web browser window issue
HP t510 HPDM
states
Successfully
completed, but Go into the t510 BIOS and check
no domain user the time. Change if it is Thin Client
7 can log in incorrect. BIOS issue

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 User receives an
error about
needing to be an The user's program code needs to Potential applications User Program
Administrator be verified for the particular include PDF Writer, Code
8 to install application Cisco VPN, etc. Modification
Agent requests
the screen Thin Client
resolution be Refer to the HPDM screen screen
9 changed resolution tasks resolution task

Assign
FeatherAgentVDI.bat
logon script to this
Click OK on the error & wait for agent. Have the agent
View Client the CMD scripts to finish reboot thin client & log Logon Script
10 HTTP 502 error processing into View again. Modification
Site
Check headset connection, move Supervisor
microphone further away from will need
Static on the agent face, & change headset supply of spare
11 headset volume Swap out headset headsets
Agent gets a
dropped call,
Softphone error, Softphone
&/or red Click OK on the error & application
12 Qallbar Disconnect & Log Off crashed
Agent goes on
break & when
fingerprinting USB
back in they see Redirection of
a Digital Digital
Persona screen Persona
with their name Biometrics did
and menu Have the agent Feather out & not redirect to
13 options fingerprint back in VDI desktop
The agent
Feathers out,
but they are Need to change the Feather Contact the Application Feather
still logged into shortcut in the I-Menu to log Virtualization team to shortcut
14 the thin client them out of thin client as well make this modification Modification

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 Have them reboot, Agent
perhaps move the USB interaction
Agent gets a Agent might have accidentally connection for the crashes
softphone.exe moved/wiggled the headset USB headset to another USB Softphone
15 error connection jack application
Agent is on a
call & the
screen freezes, Record the agent name, MAC of Have the agent
no mouse clicks thin client, & campaign/team Ctrl+Alt+Del to restart
16 are recognized they are on the thin client
Error "Unable
to Start View
Client, another
instance of view
client is already Have the agent Feather out &
17 running..." fingerprint back in
Agent
fingerprints
into the Thin Verify that the
Client, but the VMware View Client
VMware View shortcut has the correct
logon asks for a syntax including VMware View
username & Have the agent Feather out & "logonascurrentuser client syntax
18 password fingerprint back in true" Modification
Agent reports
static during Have the agent adjust the volume Swap out the headset Headset
19 the call of the headset for a Jabra headset Related
AVP cannot
hear Audio in Move audio scroll button to the
20 Qatch beginning Applies to Qatch only

SPOC’s
In case of any issue which is not listed on the above sheet or multiple users /
DC are impacted it goes to VDI Team, below are the details of the individuals: -

Group ID: - VDI.Team@iqor.com

CC: FeatherSupport; Service Desk

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