If you encounter problems when working with the first-gen Horizon Image Management Service, the cause might lie in one or more of the components in your system configuration.

Important: This information applies solely when you have access to a first-gen tenant environment in the first-gen control plane. As described in KB-92424, the first-gen control plane has reached end of availability (EOA). See that article for details.

Do This First Before More Specific Steps

As the first step in troubleshooting a problem, verify that your system configuration meets the requirements of the Horizon Image Management Service and that you have set up the correct credentials for your system components where needed. Carefully review the notes and prerequisites in the following topics:

If an image version displays the Failed status after you attempt to import or publish it, click the information icon next to the status to view details about the possible cause of the failure. Sometimes this information icon might appear only on the version details page.

Multi-Pod Images page is not accessible in the Horizon Universal Console

Multi-Pod Images page is not accessible in the console due to problems with the vCenter Server.

Problem

In the console, when you navigate to the Multi-Pod Images page, the page does not display, or if the page does display, it is not showing the contents of the image catalog.

Cause

The participating vCenter Server instances are not properly configured.

Solution

Images get stuck in Pending state

One or more images get stuck in a Pending state for an extended period of time.

Problem

Cause

This issue can occur because one of your pods has lost connectivity.

Solution

  1. Confirm that the pod has an active Horizon Cloud Connector session.
  2. Confirm that vCenter Server can be reached securely from within Horizon Cloud Connector.

Solution

When these connectivity issues are resolved, the images are updated to the correct status.

Image publishing fails with error "Unable to connect to vCenter"

Image publishing fails due to problems with vCenter Server.

Problem

Image publication fails with the error message, "Unable to connect to vCenter."

Cause

One or more vCenter Server credentials are incorrectly configured.

Solution

  1. Set up your participating vCenter Server instances, as described in First-Gen Horizon Cloud, IMS, and Horizon 8 Pods - Configuring the vCenter Server Instances. Make sure to configure a valid user name and password for each vCenter Server instance.
  2. Delete the failed image as described in Delete an Image or Image Version.
  3. Re-import the image as described in First-Gen Tenants - IMS and Horizon 8 Pods - Import an Image from vCenter into the Image Catalog.
  4. Republish the image as described in First-Gen Horizon Cloud - IMS - Publishing the Image Version.

vCenter Server or datastore does not appear in Setup vCenter Credentials or Import Images wizard

vCenter Server or datastore cannot be found due to problems with the system configuration.

Problem

The intended vCenter Server instance or datastore does not appear in Setup vCenter Credentials or Import Images wizard.

Cause

Your environment does not meet one or more of the system configurations required by the Horizon Image Management Service.

Solution

  1. Verify that you have a Horizon Cloud customer account properly set up for using Horizon Image Management Service.
  2. Verify that you are running Horizon Connection Server version 7.12 or later, with a valid license.
  3. Verify that you are running vCenter Server 6.0 or later in all the sites that you want to manage.

Image publishing fails with error "A general system error occurred: vix error codes = (1, 0)"

Image publishing fails due to incorrect Windows credentials.

Problem

Image publishing fails with the error message, "A general system error occurred: vix error codes = (1, 0)."

Cause

Horizon Image Management Service lacks the appropriate Windows credentials to deploy the image.

Solution

  1. Verify that the image was imported using the credentials for the built-in Windows super-administrator account for the image.
  2. If the incorrect credentials were provided, delete the failed image as described in Delete an Image or Image Version.
  3. Re-import the image with the user name and password of the built-in Windows super-administrator account. See First-Gen Tenants - IMS and Horizon 8 Pods - Import an Image from vCenter into the Image Catalog.
  4. Republish the image as described in First-Gen Horizon Cloud - IMS - Publishing the Image Version.

Image publishing fails with error "This operation is not allowed in this state"

Image publishing fails due to the lack of Windows updates.

Problem

Image publishing fails with the error message, "This operation is not allowed in this state."

Cause

The image's operating system does not have the latest Windows updates installed.

Solution

  1. Delete the failed image as described in Delete an Image or Image Version.
  2. Locate the source image on the vCenter Server and install the latest Windows update patches on the image's operating system. See the VMware vSphere Documentation.
  3. Re-import the image with the user name and password of the built-in Windows super-administrator account. See First-Gen Tenants - IMS and Horizon 8 Pods - Import an Image from vCenter into the Image Catalog.
  4. Republish the image as described in First-Gen Horizon Cloud - IMS - Publishing the Image Version.

Image publishing fails with error "Install script execution timed out"

Image publishing fails due to an issue with Horizon Cloud Connector.

Problem

Image publishing fails with the error message "Install script execution timed out."

Cause

This error is caused by an issue with Horizon Cloud Connector version 1.5. Version 1.5 of Horizon Cloud Connector is no longer compatible with the minimum Horizon Connection Server that is compatible with Horizon Image Management Service. Horizon Image Management Service has requirements on the minimum versions of Horizon Connection Server and Horizon Cloud Connector that Horizon Image Management Service features will support. You should always update both the Horizon Connection Server and the Horizon Cloud Connector to the latest versions that are compatible with each other. For details on those component versions, see First-Gen Tenants - IMS System Requirements.

Solution

  • Update the Horizon Cloud Connector version to the latest version that is compatible with Horizon Image Management Service features.

Image replication fails with error "Failed to fetch session token from vCenter Server"

Image replication fails due to problems between Horizon Cloud Connector and vCenter Server.

Problem

Image replication fails with the error message, "Failed to fetch session token from vCenter Server."

Cause

Horizon Cloud Connector cannot resolve the vCenter Server domain name.

Solution

  1. Verify that the vCenter Server domain name is properly configured. See the VMware vSphere Documentation.
  2. Verify that you have registered the specified pod's Active Directory domain with Horizon Cloud. See Performing Your First Active Directory Domain Registration in the Horizon Cloud Environment.
  3. Delete the failed image as described in Delete an Image or Image Version.
  4. Re-import the image as described in First-Gen Tenants - IMS and Horizon 8 Pods - Import an Image from vCenter into the Image Catalog.
  5. Republish the image as described in First-Gen Horizon Cloud - IMS - Publishing the Image Version.

Image replication fails with the error message "Cloning VM Failed on all eligible datastores"

Image replication fails due to insufficient space in the datastore.

Problem

Image replication fails with the error message "Cloning VM Failed on all eligible datastores."

Cause

There is not enough space in the datastore of the specified vCenter Server to store the replicated image.

Solution

  1. Verify that the status of all components of the pod is green.
  2. Verify that datastores have sufficient space and are writable and accessible.
  3. Contact the vCenter administrator to troubleshoot further.

Image replication fails with error "Failed to create subscribed library for URL"

Image replication fails due to lack of authentication trust between participating vCenter Server instances.

Problem

Image replication fails with the error message, "Failed to create subscribed library for URL."

Cause

Authentication trust between participating vCenter Server instances is not established.

Solution

  1. Manually configure authentication trust between your vCenter Server instances. See First-Gen Horizon Cloud, IMS, and Horizon 8 Pods - Configuring the vCenter Server Instances.
  2. Delete the failed image as described in Delete an Image or Image Version.
  3. Re-import the image as described in First-Gen Tenants - IMS and Horizon 8 Pods - Import an Image from vCenter into the Image Catalog.
  4. Republish the image as described in First-Gen Horizon Cloud - IMS - Publishing the Image Version.

Creation of desktop assignment fails with error "customization error in multi VLAN environment"

The creation of a desktop assignment fails due to insufficient network configuration.

Problem

The creation of a desktop assignment fails with the error message, "customization error in multi VLAN environment."

Cause

The network specified for the deployment of the desktop assignment does not have line-of-sight with the Horizon Connection Server.

Solution

  • Configure your network environment such that it has line-of-sight with the Horizon Connection Server. See the Horizon Documentation.

Image Publishing Fails due to a Certificate Issue

A certificate issue prevents you from publishing an image, resulting in an error message about not being able to find a valid certification path to the requested target.

Problem

When you attempt to publish an image, the process fails with the following error.

"Unable to validate Server CertificatePKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target'"

Cause

The "server name" of the vCenter Server as listed in the vCenter Server certificate and thumbprint is not also listed in Horizon Console.

Solution

  1. Remove the vCenter Server where the issue is occurring from the Horizon Connection Server.
  2. Add vCenter Server back to Horizon Connection Server using its domain name or IP address, depending on which is present in the "servername"(common name/Subject Alternative Names) text box in the certificate and thumbprint of the vCenter Server.
  3. In Horizon Console, select the three-dot button, then Multi-pod Images > Rescan.
    Horizon Console now lists the vCenter Server.
  4. Enter the credentials for vCenter Server.
    You can now import the image.

Pods on Microsoft Azure: Image Publishing Fails at Sysprep Step due to Failure to Remove AppX Package

If attempts to remove the AppX page fail, when you attempt to publish an image to a pod on Microsoft Azure, publishing also fails.

Problem

A publishing failure at the Sysprep step results in an error message.

Cause

AppX-package removal failed previously.

Solution

Follow the steps in the Microsoft KB article referenced in the error message to resolve the issue and attempt to republish your image. Alternatively, you can attempt to resolve the issue by using the VMware OS Optimization Tool to optimize the image. Afterward, republish the image.

Pods on Microsoft Azure: Image Publishing Fails at Sysprep Step due to Toggle Activation

If you activate the Remove Windows Store Apps toggle while publishing an image to a pod on Microsoft Azure, publishing fails.

Problem

A publishing failure at the Sysprep step results in a "SYSPREP: Failed to convert to GP for vmName:xyz" error message.

Cause

During the image publish process, you activated the Remove Windows Store Apps toggle.

Solution

  1. Navigate to Monitor > Activity.
  2. With the source pod of the image selected, search for a task failure that reads "Converting desktop vm_name to an image".
  3. Click that task to check for a failure.