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Reference articleQUICK GUIDE - Troubleshoot Desktop Connectivity for End-users

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QUICK GUIDE - Troubleshoot Desktop Connectivity for End-users

This quick guide provides help to end-users trying to connect to their Tehama virtual desktops.

Desktop Connection Error Scenarios

You have successfully:

  • set up authentication with and logged in to your corporate Tehama Portal,
  • located your Tehama virtual desktop in the UI's DESKTOPS tab, and
  • clicked on the CONNECT button.

What should happen:

  • The virtual desktop is ‘woken up’ and prepared for you to use. This is the Preparing your Desktop phase.
  • The Tehama Client on your physical desktop automatically launches and loads your virtual desktop. This is the Launching your Desktop phase.
  • You will see your desktop on your screen.

But now, instead of a desktop session, you are seeing an error message.

This guide runs through the issues you may encounter and the remediation steps you can attempt:

Connect Button Issues

The connect button may be greyed out, or not react when you click on it. If this occurs, you can follow the following troubleshooting tips to try to resolve the issue:

Troubleshooting Tips

  • Look at the Status column value for your desktop's entry on the DESKTOPS page.
    • Does it say "Building"? Wait for your desktop to finish building, then try connecting again. It should not take more than 10 or 15 minutes. If it takes longer than that, ask Tehama Support to look into it.
    • Does it say "In Use"? You may not have logged off successfully after your last session. Try restarting your desktop, which should take 5 or 10 minutes, then try connecting again.
    • Does it say "Available" (which is the desired state)? It may simply be an anomaly. Try restarting your desktop, which should take 5 or 10 minutes, then try connecting again.

  • Ask your employer to check if the maximum number of concurrent desktop sessions has been reached, for desktops in your desktop's Room. You may need to wait until another desktop session has ended, then try to connect again.

  • Submit a support ticket at Tehama Support.
    • You will receive a response within 15 minutes.

Preparing your Desktop Failed

An error may occur during the first phase of the desktop connection process, while your virtual desktop is ‘woken up’ and prepared for you to use. If an error occurs, you will see an error modal. You can follow these troubleshooting tips to try and resolve the issue.

Troubleshooting Tips

  • Restart the desktop and try connecting again.
    • Restart can take 5 to 10 minutes.
    • Note that restarting your desktop more than once is not useful.

  • Submit a support ticket at Tehama Support.
    • You will receive a response within 15 minutes.

Launching your Desktop Failed

An error may occur during the second phase of the desktop connection process, while the Tehama Client on your physical desktop automatically launches and loads your virtual desktop. If an error occurs, you may see an error modal, or you may simply notice that your desktop does not appear within a reasonable amount of time. You can follow these troubleshooting tips to try to resolve the issue.

Troubleshooting Tips

  • Check that you have allowed the Tehama application that launches the Desktop to open. When launching the Desktop, your browser will display a message asking you to allow the app to open:
    • On Mac:
      Message: "Open Tehama.app?".
      Click on Open Tehama.app to allow the app to open.
    • On Linux:
      Message: "Open xdb-open?".
      Click on Open xdb-open to allow the app to open.
    • On Windows:
      Message: "Open Microsoft© Windows Based Script Host".
      Click on Open Microsoft© Windows Based Script Host to allow the app to open.

    Optional: Check the box beside the "Always allow <your corporate portal> to open links of this type in the associated app", before clicking on the Open button, to permanently allow the application to open without having to see this message again.

  • Check that your desktop session is not being blocked by your host device's antivirus software.
    • Look to your antivirus software's support to determine how to see what it may be blocking, and how to safe-list the Tehama Client software.
    • If it is found to be blocking your desktop session from launching, safe-list the relevant applications and then try connecting again.

  • Restart the desktop and try connecting again.
    • Restart can take 5 to 10 minutes.

  • Check your Tehama Client Version and compare it to the currently available Tehama client version (see the installation guides for Linux, Windows, or Mac).
    • If your client is out of date, update (uninstall your existing client then download and install an updated version) your Tehama client and try connecting again.

  • Check the latency between your IP location and the AWS region that contains the Tehama Room your desktop is linked to.
    • Use the tool at: https://www.awsspeedtest.com/latency.
    • Room AWS Regions:
      • Find the name of your Room in the entry for your desktop on the DESKTOPS page.
      • Then find the entry for the Room on the ROOMS page. The entry will contain the AWS region for the room.
    • High latency could prevent your desktop from reliably launching. If latency is high, speak to your employer's internal support.

  • Submit a support ticket at Tehama Support. Attach the pre-session logs to the support ticket.

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