In Horizon Help Desk Tool, you can troubleshoot desktop or application sessions based on a user's connection status.


  • Start Horizon Help Desk Tool.


  1. On the user card, click the Sessions tab.
    A performance card appears that displays CPU and memory usage and includes information about Horizon Client, and the virtual or published desktop.
  2. Choose a troubleshooting option.
    Option Action
    Send Message

    Sends a message to the user on the published desktop or virtual desktop. You can choose the severity of the message to include Warning, Info, or Error.

    Click Send Message and enter the type of severity and the message details, and then click Submit.

    Remote Assistance You can generate remote assistance tickets for connected desktop or application sessions. Administrators can use the remote assistance ticket to take control of a user's desktop and troubleshoot problems.

    Click Remote Assistance and download the Help Desk ticket file. Open the ticket and wait for the ticket to be accepted by the user on the remote desktop. You can open the ticket only on a Windows desktop. After the user accepts the ticket, you can chat with the user and request control of the user's desktop.

    Note: The Help Desk remote assistance feature is based on Microsoft Remote Assistance. You must install Microsoft Remote Assistance and enable the Remote Assistance feature on the published desktop. Help Desk remote assistance might not start if Microsoft Remote Assistance has connection or upgrade issues. For more information, see the Microsoft Remote Assistance documentation on the Microsoft Web site.
    Restart Initiates the Windows Restart process on the virtual desktop. This feature is not available for a published desktop or application session.

    Click Restart VDI.

    Disconnect Disconnect the desktop or application session.

    Click More > Disconnect.

    Log Off Initiates the log off process for a published desktop or virtual desktop, or the log off process for an application session.

    Click More > Log Off.

    Reset Initiates a reset of the virtual machine. This feature is not available for a published desktop or application session.

    Click More > Reset VM.

    Note: The user can lose unsaved work.