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

Resolution

The client doesn't load the WorkSpace because a service or setting might be incorrectly configured or unavailable. Troubleshoot your issue based on the error message that you receive.

"We couldn't launch your WorkSpace" error message

After you authenticate, the WorkSpaces client displays the following error message 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 typically occurs when the WorkSpaces client can authenticate over port 443 but can't establish a connection over TCP ports. For PCoIP WorkSpaces, the WorkSpaces client must connect to TCP port 4172 for a PCoIP WorkSpace or TCP Port 4195 for a DCV (previously known as WSP) WorkSpace. This error can happen when the client device doesn't meet the network requirements.

Issues with the client might cause the client's network health check to fail. To view the health checks that are failing in WorkSpaces clients version 3.0 or later, 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 is running on. Launch the WorkSpaces client, and then choose the Network icon.

Note: A common cause of access issues is a client-side firewall or proxy that prevents access over port 4172 or 4195 (TCP and UDP). If this health check fails, then check your local firewall settings.

If the network health checks are passing on the client, 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 to verify that the WorkSpace allows access on the required ports.

"Disconnected" error message after you launch a session

After you authenticate, the WorkSpaces client displays a "Launching Session" message, and then immediately displays a "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 can also cause WorkSpaces Personal to disconnect and reconnect.

Connection issues can 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 persist without a VPN or proxy.

If users access their 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 messages after you launch a session

After you authenticate, the WorkSpaces client displays a "Launching Session" screen, but then the client displays 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 isn't responding 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 isn't running, then the status of the WorkSpace typically displays as Unhealthy. To restart the service, reboot the WorkSpace from the WorkSpaces console or the WorkSpaces client. 

If you reboot the WorkSpace and the status is still Unhealthy, then complete the following steps to verify that the required services are running:

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 message

If you receive the Directory unavailable error message, 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 message

After you authenticate, the WorkSpaces client gets 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 message

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 check the following:

• Device access is turned on for the WorkSpaces directory.
• The client device that you're accessing the WorkSpace from is allowed.

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

Related information

Troubleshoot issues for WorkSpaces Personal