VMware Horizon Cloud Service on IBM Cloud 19.3 | 17 SEP 2019 

See Revision History below for additions and updates to these release notes.

Links to release notes for other versions: | 21.1.0

Note: As of February 7, 2019, VMware Horizon® Cloud Service™ on IBM Cloud is the new brand name for what was formerly known as VMware Horizon® Cloud Service™ with Hosted Infrastructure. In the product documentation for current releases, customers will continue to find legacy references to previous names. These references will be phased out in subsequent releases. The product documentation for older releases will continue to reflect the names they had at the times they were released.

What's in the Release Notes

The release notes cover the following topics:

Product Documentation

To access the user-facing product documentation for all deployment models of Horizon Cloud, see the VMware Horizon Cloud Service documentation landing page.

Compatibility Information

For the most recent information about compatibility between this product and other VMware products, see the VMware Product Interoperability Matrices.

NEW - Horizon Agent Installer 19.3.1 - Released November 2019

Horizon Agent Installer (HAI) 19.3.1 has been released. HAI 19.3.1 addresses a defect in 19.3.0 Agents that manifests itself during Agent Auto Upgrade from 18.x Agents.

  • The issue only impacts VMs that are upgraded via AAU from 18.x Agents (18.2.x, 18.4).
  • The problem does not exist for 19.3.0 Agents installed/upgraded via the interactive/manual installer, nor does it exist for VMs upgraded via AAU from HAI 19.x.
  • There is no functional difference between 19.3.0 and 19.3.1. The fix only impacts the upgrade path from 18.x agents, so if you are already running 19.3.0 Agents it is not necessary to upgrade to 19.3.1.

New Features

This release includes enhancements in two areas:

  • New look and feel for the Administration Console login screen and user interface.

  • Improvements to backend processes to improve availability and reduce downtime.

Other Changes in This Release

Changes to Horizon Agent Installer (HAI)

  • The Dynamic Environment Manager Agent (formerly known as User Environment Manager Agent) is now included in the Horizon Agent Installer.

  • The DaaS Agent has now been incorporated into the Horizon Agent.

    Note: The service for the old DaaS Agent still appears in the Windows Services list. Do not start this service, since doing so would cause the VM to malfunction and not be usable in your environment .

Best Practices

Knowledge of the following facts is useful before using Horizon Cloud.

Compatibility with other VMware Products

For the most recent information about compatibility between this product and other VMware products, see the VMware Product Interoperability Matrices.

Browser Experience

The Administration Console is compatible with recent versions of Google Chrome, Mozilla Firefox, Microsoft Internet Explorer, and Microsoft Edge. Even though you can try using Apple Safari, use of the Administration Console in Apple Safari is not supported in this release.

Creating a Template Desktop VM

When you are creating a template VM, after you have finished configuring it run the following command in Windows PowerShell:


This prevents a possible sysprep issue that leads to image publish failure.

Known Limitations

Delayed Updates in Administration Console for RDP or Console Sessions

If you connect to an RDSH farm server using Remote Desktop Protocol (RDP) or using the Launch Console function in the Administration Console and then end the session, information does not display in the Administration Console as expected.

  • For Remote Desktop Protocol (RDP), a disconnect is shown in the farm's Sessions tab after about a minute but a logoff is not reported for about 15 minutes, causing the session to stay on the Sessions tab for about 15 minutes after the logoff.
  • For a console launch from the the Administration Console, a disconnect is never shown in the farm's Sessions tab and a logoff is not reported for about 15 minutes, causing the session to stay on the Sessions tab for about 15 minutes after the logoff.

Connecting to Administration Console Using Mozilla Firefox

  • Attempting to connect to the Administration Console via Mozilla Firefox can fail with a connection timeout due to a bug in Firefox. The workaround for this is to change the name of certificate file, which is located in the C:\Users\‹username›\AppData\Roaming\Mozilla\Firefox\Profiles\‹filename›.default directory and has a name similar to cert1.db, and then restart the browser.

  • Attempting to connect to the Administration Console via Mozilla Firefox fails when you are using a self-signed certificate (normally in a development environment). You can avoid this issue by using another browser.

DNS Server IP Edits for Domain Join Require Support Ticket

When editing an existing Active Directory Domain, you can no longer directly edit DNS Server IPs in the Administration Console. To change DNS Server IPs, file a ticket with VMware support.

Default Limit of 2,000 Desktops Per Pod

There is now a default limit of 2,000 VMs per pod, both in desktop assignments and in farms. This includes VMs created in earlier versions of the product, but does not include Utility or Imported desktops. When you are creating or editing an assignment or farm and the remaining capacity displayed appears to be too low, it may be because this limit has been reached. The default limit of 2,000 can be adjusted on request. For more information, contact your VMware representative.

Updating Images Using Console Access

Performing updates to images (such as updating agents) using console access without taking the image offline and then accessing it via the Helpdesk Console (beta feature) is not supported and can cause issues with the image and subsequent pools spun up using this image. Do not attempt to perform image updates this way. Always duplicate the image from the Admin Console and then update it using the HACA Console.

Copying and Pasting Between Client System and VM With HTML Access

Copying and pasting text between a client system and a VM is supported by default when the user is connected via the Horizon Client. When the user is connected via HTML Access, however, you must configure this feature before the customer can use it. For more information, see the VMware Horizon HTML Access documentation.

Users Still Able to Log Into Dedicated Desktops After Being removed From User Group

If a user is in an Active Directory group that is assigned to a dedicated desktop assignment, once the user has logged into a particular desktop they will be able to continue logging into that same desktop until until the user is unassigned from that desktop in the Administration Console, unless either the user is removed entirely from the Active Directory or the desktop is deleted.

Wait Time for Generating Admin Activity Report

When you initiate an export on the Admins tab of the Activity page (Monitor > Activity > Admins), there is an interval of time as the system generates the report, during which you are not able to perform other tasks in the Administration Console. Depending on the number of records, this interval can be several minutes long. For the maximum report size (50,000 records), the wait time is approximately 10 minutes.

Data Sorting in Exported User Activity Report

When you export data from the Users tab of the Activity page (Monitor > Activity > Users), the data in the generated .csv file is not sorted by date. There are two options for correcting this:

  • Open the .csv file in Excel and set the date format for the cells containing dates to mm/dd/yy hh:mm AM/PM (e.g. 3/14/12 1:30 PM).
  • Create a new blank Excel workbook and then use the data import wizard to import the .csv file.

Time Interval Before Changes to Settings Take Effect

When you change one of the following settings, it can take up to 5 minutes for the change to take effect.

  • General Settings page (Settings > General):
    • Session Timeout - Client Heartbeat Interval, Client Broker Session, Client Idle User
    • HTML Access - Cleanup credentials when tab is closed
    • Pool/Farm Options - Enable Client Retry
  • Identity Management page (Settings > Identity Management):
    • Select item and click Configure - Force Remote Users to Identity Manager

Converting a Desktop to an Image

If you initiate converting a desktop to an image but cancel before the task finishes, a second attempt to convert the desktop to an image may fail. To avoid this issue, you should power off the desktop and power it on again before attempting to convert it to an image a second time.

Resolved Issues

The following issues have been resolved in version 19.3.

  • The Administration Console reported that a farm's servers' DaaS agents were active and their VMs were in a success state several minutes before the VMs were actually ready to use for assigning RDS session desktops and applications using that farm. Due to this issue, after you created a farm and the Administration Console indicated the farm's servers were ready for you to start assigning RDS session desktops or remote applications using that farm, when you navigated to Assignments screens, you saw on-screen messages about needing RDSH servers or farms out of capacity. These symptoms resulted from the Administration Console reporting the farm's servers were ready several minutes before the connection broker to the Horizon agent on the server VMs was completely ready. [1941076]

Known Issues

Issues that are new in this release are in bold.

The known issues are grouped as follows:

Active Directory - Known Issues   

  • It takes up to 15 minutes for the Administration Console to reflect a lockout or unlocked state of the primary bind domain account.

    The system's connection object to Active Directory is cached for 15 minutes. As a result, it might take 15 minutes from the time point when the primary bind account goes to locked state and the system raises the notification to the administrator. Conversely, after the administrator clears the locked-out condition of the account, it might take up to 15 minutes for the system to stop notifying about the now-cleared account.

    Workaround: None.  [2009434]

  • Reusing the same farm name with a different domain in the same Active Directory forest can lead to domain join failures due to duplicate service provider names (SPNs). Due to a new feature for domain controllers in Microsoft Windows Server 2012 R2 and higher, a duplicfate SPN check on the domain controller causes domain join failures. See the Microsoft KB article 3070083.


    • Avoid reusing farm names.
    • As described in that Microsoft KB article, deactivate duplicate SPN checks in the Active Directory domain.


Images, Farms, Assignments - Known Issues

  • In large deployments, it is possible for a small number of VMs in a floating desktop assignment to go into an Unknown state because some Windows Services, like the Blast Service on the agent, do not start and the agent heartbeat reports AGENT_ERR_PROTOCOL. In this case, hovering over the Agent Status value for the VM displays a tool tip indicating an agent error.

    Workaround: Restart the VM from the Assignment page or log into the VM via RDP and restart the VMware Blast service from Windows Services. [2406279]

  • When you attempt to update the agent on an image, the convert-to-image task may fail on the cloned VM. 

    Workaround: Delete the clone VM (not the original image) and retry. The clone VM will appear in Utility VMs. If the retry is unsuccessful, save the clone VM, perform the steps below to get the DCT logs, and then contact your VMware representative.

    1. On the clone VM, browse to C:\Program Files\VMware\VMware View\Agent\DCT and open the file 'support.bat'.

      A cmd prompt window opens and prints several messages stating which logs are currently being gathered. This process may take a few minutes to complete.

    2. When prompted to collect dump files enter 'n' unless VMware has requested that you gather dump files.

      A zip file is placed on the desktop containing collected logs.

    For more information on obtaining logs, see the following KB: https://kb.vmware.com/s/article/1017939.


  • When you use the Update Agent feature from an agent version earlier than 18.2.2, the update process can hang on desktops that have a 'run once' pending.

    Workaround: Perform the agent update, adding the following command line argument on the Command Line tab of the Agent Update wizard:


  • When you have two dedicated desktop assignments associated with the same group of users, the following issue can occur. If a user opens a desktop from one of the assignments using the Horizon Client and then a user attempts to open a desktop from the other assignment with the Horizon Client, the second attempt fails with an error indicating the user is not entitled to the desktop.

    Workaround: Open the desktop in the second assignment using the browser instead of Horizon Client. [2201599/1813881]

  • When you push updates for a traditional clone assignment, a small number of VMs may enter a PXE boot error state. For example:

    • PXE-E53 : No boot filename received
    • PXE-MOF: Operating System not Found.

    Workaround: This is a NetApp issue, so there is no workaround in Horizon Cloud.  [1969642]

  • When a user is entitled to a dedicated desktop assignment, that assignment appears under Assignments in the user detail information shown when you click on the user's name in the Administration console. However, after the user launches a desktop from the assignment, it no longer appears in the user detail information.

    Workaround: None.  [1958046]

  • Shrinking an Instant Clone assignment can sometimes fail to delete one of the VMs, which then goes to a powered off state.

    Workaround: Power on the VM. When it is powered on and visible in the assignment, shrink the assignment again. [2027097]

  • If you attempt to create a farm using a Windows Server 2016 image, the VMs may hang at the customization stage.

    Workaround: Deactivate the tiledatamodelsvc service on the Windows Server 2016 image and then create the farm.   [2010914]

Reports - Known Issues

  • When CPU usage on a desktop is very high--for example, when an application is using 100%--the Desktop Health alert notification does not display on the Desktop Health tab of the Reports page.

    Workaround: None.  [2015486]

  • When IPv6 is enabled on an image, the abnormal IP notification may not display on the Desktop Health tab of the Reports page.

    Workaround: Deactivate IPv6 for the image.  [2017500]

User Interface - Known Issues

  • The Administration Console displays as blank.

    Workaround: Contact your VMware representative, who can resolve this issue for you. [2015772]

  • The memory usage percentages reported for desktop health reports and used for the desktop health alerts are based on percentage of committed memory, which equals physical memory plus pagefile size, and not on percentage of only physical memory.

    Committed memory for a desktop VM is calculated as physical memory plus pagefile size. When calculating the percentage of memory usage in a desktop, the system takes the percentage used of that total (physical memory plus pagefile size). Both the desktop health alerts and the memory usage report in the destop health reports use that percentage calculation. However, when you log into a desktop VM and open the Windows Task Manager to view the memory usage in the desktop's Windows operating system, the Windows Task Manager displays percentage based on physical memory only. As a result, the memory usage percentage that the desktop's Windows Task Manager displays does not match the memory usage percentage displayed in the Desktop Health reports or in the desktop health alert.

    Workaround: Keep in mind this difference if you decide to make a comparison between the memory usage percentage reported by a desktop's Windows Task Manager and the memory usage percentage reported in the Administration Console's Desktop Health report and desktop health alerts for that desktop. [2015772]

  • Some pages in the Administration Console do not display correctly in the Safari browser.

    Workaround: Use a different browser to access the Administration Console. [1956356/1956348]

Localization - Known Issues

  • When non-ASCII or high-ASCII characters are used in the True SSO template name, retrieving the template fails and True SSO cannot be configured successfully.

    Workaround: Use only ASCII characters in the names of your True SSO templates.  [1957829]

  • Some text on the Desktop Health tab of the Reports page is not being localized.  

    Workaround: None   [2019363]

Revision History

Date Description
20 NOV 2019
  • added HAI 19.3.1
17 SEP 2019
  • Initial release
02 NOV 2020
  • Known Issue - Delayed Updates in Administration Console for RDP or Console Sessions
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