In Horizon Help Desk Tool, you can view basic user information in a user card. You can click tabs in the user card to get more details about specific components.

Basic User Information

Displays basic user information such as user name, phone number, and email address of the user and the connected or disconnected status of the user. If the user has a desktop or application session, the status of the user is connected. If the user does not have any desktop or application sessions, the status of the user is disconnected.

You can click the phone number to open a Skype for Business session to call the user to collaborate with the user on a troubleshooting task.

You can also click the email to send a message to the user.

Sessions

The Sessions tab displays information about desktop or application sessions that the user is connected to.

You can use the Filter text box to filter desktop or application sessions.

Note:

The Sessions tab does not display session information for sessions that use the Microsoft RDP display protocol or sessions that access VMs from vSphere Client or ESXi.

The Sessions tab includes the following information:

Table 1. Sessions tab

Option

Description

State

Displays information about the state of the desktop or application session.

  • Appears green, if the session is connected.

  • L, if the session is a local session or a session running in the local pod.

  • G, if the session is running in a different pod in the pod federation.

Computer Name

Name of the desktop or application session. Click the name to open the session information in a card.

Horizon Client displays information that depends on the type of Horizon Client and includes details such as user name, IP address of the client machine, and the operating system of the client machine.

VM displays the following information:

  • Computer Name. Name of the desktop or application session.

  • Agent Version. Horizon Agent version.

  • Session State. State of the desktop or application session.

  • State Duration. The time the session remained in the same state.

  • Logon Time. The logon time of the user who logged in to the session.

  • Logon Duration. The time the user remained logged in to the session.

  • Session Duration. The time the session remained connected to Connection Server.

  • Connection Server. The Connection Server that the session connects to.

  • Farm. The farm of RDS hosts for the published desktop or application session.

CPU displays a chart for the CPU usage of the virtual desktop or published desktop or application.

Memory displays a chart for the Memory usage of the virtual desktop or published desktop or application.

Latency displays a chart for the latency for the PCoIP or Blast display protocol.

Logon Segments display the following segments created during logon.

  • Logon duration. The length of time that the user was logged in to the session. Calculated from the time the user clicks the desktop or application pool to the time when Windows Explorer starts.

  • Interactive. Total time for Horizon Agent to process a session connect or reconnect. Calculated from the time when PCoIP or Blast Extreme uses the tunnel connection to the time when Windows Explorer starts.

  • Brokering. Total time for Connection Server to process a session connect or reconnect. Calculated from the time the user clicks the desktop pool to the time when the tunnel connection is set up. Includes the times for Connection Server tasks such as user authentication, machine selection, and machine preparation for setting up the tunnel connection.

  • GPO load. Total time for Windows group policy processing. Displays 0 if there is no global policy configured.

  • Profile load. Total time for Windows user profile processing.

Use the following guidelines when you use the information in logon segments for troubleshooting:

  • If the session is a new virtual desktop session, all the logon segments appear. The GPO Load logon segment time is 0 if no global policy is configured.

  • If the virtual desktop session is a reconnected session from a disconnected session, the Logon Duration, Interactive, and Brokering logon segments appear.

  • If the session is a published desktop session, the Logon Duration, GPO Load, or the Profile load logon segments appear. The GPO Load and Profile load logon segment should appear for new sessions. If these logon segments do not appear for new sessions, you must restart the RDS host.

Protocol

Display protocol for the desktop or application session.

Type

Displays whether the desktop is a published desktop, virtual machine desktop, or an application.

Connection Time

The time the session connected to Connection Server.

Session Duration

The duration of time the session remained connected to Connection Server.

Desktop Entitlements

The Desktop Entitlements tab displays information about the published desktops or virtual desktops that the user is entitled to use.

Table 2. Desktop Entitlements

Option

Description

State

Displays information about the state of the desktop session.

  • Appears green, if the session is connected.

Desktop Pool Name

Name of the desktop pool for the session.

Desktop Type

Displays whether the desktop is a published desktop or virtual machine desktop.

Note:

Does not display any information if the session is running in a different pod in the pod federation.

Type

Displays information about the type of desktop entitlement.

  • Local, for a local entitlement.

  • Global, for a global entitlement.

vCenter

Displays the name of the virtual machine in vCenter Server.

Note:

Does not display any information if the session is running in a different pod in the pod federation.

Default Protocol

Default display protocol for the desktop or application session.

Application Entitlements

The Application Entitlements tab displays information about the published applications that the user is entitled to use.

Table 3. Application Entitlements

Option

Description

State

Displays information about the state of the application session.

  • Appears green, if the session is connected.

Applications

Displays the names of published applications in the application pool.

Farm

Name of the farm that contains the RDS host that the session connects to.

Note:

In the case of a global application entitlement, this column shows the number of farms in the global application entitlement.

Type

Displays information about the type of application entitlement.

  • Local, for a local entitlement.

  • Global, for a global entitlement.

Publisher

Software manufacturer name of the published application.