Why can't I use the WorkSpaces client to access my Windows WorkSpace?

Resolution

"We couldn't launch your WorkSpace" error

After you authenticate, the WorkSpaces client might display the following error on the launch screen:

"Unknown error Occurred. We couldn't launch your WorkSpace. Please try again. If you need help, contact your administrator".

This error occurs when the WorkSpaces client can authenticate over port 443 but can't establish a connection over TCP ports. The client device might not meet the network requirements.

For PCoIP WorkSpaces, the WorkSpaces client must connect to TCP port 4172 for a PCoIP WorkSpace. For a DCV (previously known as WSP) WorkSpace, the client must connect to TCP Port 4195.

If the client's network health check fails, then view the failed health checks in WorkSpaces clients version 3.0 or later. You must choose the Network icon in the client.

It's a best practice to check for data changes on the Connection Health Check page several times a day. You can also view health checks for the machine that the client runs on. Launch the WorkSpaces client, and then choose the Network icon.

Note: Access issues might occur because of a client-side firewall or proxy that prevents access over port 4172 or 4195 (TCP and UDP). If the health check fails, then check your local firewall settings.

If the client's network health checks pass, then check your WorkSpace network configuration. For example, a Windows Firewall rule or an antivirus check might block TCP port 4172 or TCP 4195 on the management interface. Use Remote Desktop Protocol (RDP) to connect to the WorkSpace. Then, verify that the WorkSpace allows access on the required ports.

"Disconnected" error after you launch a session

After you authenticate, the WorkSpaces client might display the "Launching Session" message, and then display the "Disconnected" message with no other errors.

This issue occurs when the WorkSpaces client can authenticate over port 443 but can't establish a streaming connection over UDP port 4172 or UDP 4195. Use RDP to connect to the WorkSpace to check the network connection and verify that your configuration meets the network requirements.

Instability of the network that you access the WorkSpaces Personal instance from might cause WorkSpaces Personal to disconnect and reconnect.

Connection issues might also occur when you're connected through a VPN, and then connect to your WorkSpace. Confirm whether the issue occurs only when you use a VPN or proxy to connect, or whether the connection issues continue without a VPN or proxy.

If you access a WorkSpace through a VPN, then the connection must support a maximum transmission unit (MTU) of at least 1200 bytes.

You can't access your WorkSpace through a VPN that's connected to your virtual private cloud (VPC). To use a VPN to access WorkSpaces, you must use an internet connection through the VPN's public IP addresses. For more information, see IP address and port requirements for WorkSpaces Personal.

"Unable to connect" or "Unable to log in" error after you launch a session

After you authenticate, the WorkSpaces client might display the "Launching Session" message, but then the client might display one of the following error messages:

• "Unable to connect. Your WorkSpace is not reachable at the moment. You can try and reconnect anytime".
• "Unable to connect. We couldn't launch your WorkSpace. Please try again. If you need help, contact your administrator".
• "Unable to log in. We couldn't launch your WorkSpace. Please try again. If you need help, contact your administrator".

You receive one of the preceding messages because one of the following services doesn't respond to health checks:

• SkyLightWorkspaceConfigService
• PCoIP Standard Agent for Windows (PCoIP-based WorkSpaces only)
• STXHD Hosted Application Service (PCoIP-based WorkSpaces only)
• DCV Server (WSP-based WorkSpaces only)
• WSP Adapter for DCV (WSP-based WorkSpaces only)

If a service doesn't run, then the status of the WorkSpace might display as Unhealthy. To restart the service, use the WorkSpaces console or WorkSpaces client to reboot the WorkSpace.

If the status is still Unhealthy after you reboot the WorkSpace, then complete the following steps to verify that the required services run correctly:

1. Use RDP to connect to the WorkSpace.

2. Run the following Windows PowerShell commands as an administrator to turn on all network adapters for the WorkSpace:

   Get-NetAdapter | Where status -ne Up | Enable-NetAdapter

   PCoIP WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService, PCoIPAgent | Select-Object -Property Name, DisplayName, Status, Starttype

   DCV WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService, WSP,dcvserver | Select-Object -Property Name, DisplayName, Status, Starttype

3. If the status is Stopped, then run the following command to start the service:

   PCoIP WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService, PCoIPAgent |Start-Service -verbose

   DCV WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService, WSP,dcvserver | Start-Service -verbose

4. If the status is Stopped and StartType is Disabled or Manual, then run the following commands to change StartType to Automatic.

   PCoIP WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService | Set-Service -StartupType Automatic
   Get-Service -Name SkyLightWorkspaceConfigService | Start-ServiceGet-Service -Name PCoIPAgent | Set-Service -StartupType Automatic
   Get-Service -Name PCoIPAgent | Start-Service

   DCV WorkSpaces:

   Get-Service -Name SkyLightWorkspaceConfigService | Set-Service -StartupType Automatic
   Get-Service -Name SkyLightWorkspaceConfigService | Start-Service
   Get-Service -Name WSP | Set-Service -StartupType Automatic
   Get-Service -Name WSP | Start-Service
   Get-Service -Name dcvserver | Set-Service -StartupType Automatic
   Get-Service -Name dcvserver | Start-Service

   Then, start the service.

For more information about how to troubleshoot unhealthy WorkSpaces, see How do I troubleshoot a Windows WorkSpace that's in the Unhealthy state?

"Directory unavailable" or "Authentication failure" error

If you receive the "Directory unavailable" error, then see How do I resolve the "Directory Unavailable" error in WorkSpaces?

If you receive the "Authentication failure" error, then see Why can't I use the WorkSpaces Personal client to authenticate to my WorkSpace?

"Something went wrong" error

After you authenticate, the WorkSpaces client might get stuck on a launch screen. Then, a "Something went wrong" error displays. This error occurs because of issues with your SAML authentication configuration. To troubleshoot SAML authentication issues, see How do I troubleshoot SAML 2.0 authentication issues in WorkSpaces?

"Unable to register" error

When you try to register the WorkSpace, you might receive the following error message:

"Unable to register. This device is not authorized to access the WorkSpace. Please contact your administrator for assistance".

If you activated the IP access control group, then confirm that the public IP address that the user connects from allows access to the WorkSpace. You must restrict access to trusted devices in the Workspaces directory. Expand Access Control Options, and verify the following:

• You allowed device access to the WorkSpaces directory.
• You allowed the client device that you access the WorkSpace from.

Note: WorkSpaces web access and Windows clients are turned off by default. Check that you turned on the trusted device setting and the status is Valid. Then, make sure that you installed the correct leaf, intermediate (optional), and root certificates on the client machine.

Related information

Troubleshoot issues for WorkSpaces Personal