Why can't I use the WorkSpaces client to access my Linux or Ubuntu WorkSpace?

Resolution

The client doesn't load the WorkSpace because you might have incorrectly configured a service or setting. 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."

Typically, you receive the preceding error message when one of the following services doesn't respond to a health check:

• skylight-agent.service
• wspdcvhostadapter.service
• pcoip.service
• dcvserver.service

To resolve this issue, reboot the WorkSpace from the WorkSpaces console or the WorkSpaces client. If you still receive the error message after you reboot, then check the status or the WorkSpace on the WorkSpaces console. If the status is Rebooting, Error Booting Up, or Unhealthy, then confirm that the WorkSpace services are running and responsive.

Complete the following steps:

1. Use SSH to connect to the WorkSpace, and then open the terminal.

2. Check the status of the required agents in the WorkSpace.

3. To verify that the WorkSpaces services are in the Running state, run the systemctl command.
   Ubuntu or Red Hat Enterprise Linux (RHEL) WorkSpaces:

   sudo systemctl status/start skylight-agent.service 
   sudo systemctl status/start wspdcvhostadapter.service
   sudo systemctl status/start dcvserver.service

   Amazon Linux 2 WorkSpaces:

   sudo systemctl status/start skylight-agent.service 
   sudo systemctl status/start pcoip.service

4. For Linux WorkSpaces, if the services are running, then run the following command for your operating system (OS) to check the status of the service ports.

   Skylight agent:

   sudo netstat -tulpn | grep skylight

   Ubuntu and RHEL:

   sudo netstat -ntpla |grep dcv

   Amazon Linux 2:

   sudo netstat -ntpla |grep pcoip

5. Check that the status for each service is LISTEN.
   Example output:

   sudo netstat -ntpla |grep dcv
   tcp 0 0 127.0.0.1:8290 0.0.0.0:* LISTEN 1058/wspdcvhostadap
   tcp 0 0 127.0.0.1:9999 0.0.0.0:* LISTEN 1058/wspdcvhostadap 
   tcp 0 0 198.19.129.139:8220 0.0.0.0:* LISTEN 1073/dcvserver

6. Reboot the WorkSpace from the WorkSpaces console or the WorkSpaces client. 

7. Verify that endpoint protection software, such as antivirus software, isn't affecting the required service components. See the following documentation for your OS:
   Required service components for Linux.
   Required service components for Ubuntu.
   Required service components for Red Hat Enterprise Linux.

8. If you turned on WorkSpaces Web Access for the WorkSpace, then verify that the STXHD Hosted Application Service is running. The start type must be Automatic.
   Note: If you turned on WorkSpaces Web Access but you're not using web access, then turn off WorkSpaces Web Access.

9. Verify that an application or VPN isn't blocking your management adapter, and then verify your WorkSpace connectivity.

10. Run the following command to verify that the http://169.254.269.254 metadata IP address is accessible in the WorkSpace:

    curl -v http://169.254.169.254

To check that you correctly configured the network adapters, complete the following steps:

1. Run the following command to check that the management and customer interfaces are running:

   netsh interface show interface

2. Run the following command to check for active interfaces:

   sudo ifconfig

3. Run the following command to check all available interfaces:

   sudo ip link show

4. If an interface isn't active, then run the following command to activate it:

   sudo ifconfig ethernet-name up

   Note: Replace ethernet-name with your ethernet name.

5. If ETH1 is turned off, then you must rebuild the WorkSpace.

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

You might also receive Unknown error Occurred when the WorkSpaces client can authenticate over port 443 but can't connect over UDP port 4172 or UDP 4195. Make sure that the client device meets the network requirements.

"Disconnected" error 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.

To check your WorkSpace configuration, use SSH to connect to the WorkSpace, and then verify the following:

• The WorkSpace can communicate with Directory Service for Microsoft Active Directory through a virtual private cloud (VPC) resource, including security groups, network access control lists (network ACLs), and route tables. WorkSpaces uses the elastic network interface in the VPC for communication to the domain controllers when you sign in.
• The WorkSpace can communicate with your domain controllers on the required ports.
• The WorkSpace can reach the domain on all ports. Also, check that you correctly configured the resolv.conf and sssd.conf files. Make sure that all entries in the hosts file are valid. 
• Verify that DNS resolution works. Run the following command to resolve domain names:

  resolvectl status

For the service to connect online, the SSSD service must be able to connect to the DNS server, resolve the SRV records, and connect to the domain controllers.

Note: When you sign in to a domain account, you might receive an authentication failure message because the WorkSpace can't connect to the domain. If you can't use SSH to connect to the WorkSpace, then you must restore or rebuild the WorkSpace.

"No network. Network connection lost. Check your network connection or contact administrator for help" error message

To resolve this issue, complete the following steps:

1. Check whether https://ws-broker-service.region.amazonaws.com resolves.
   Note: Replace region with your AWS Region.
2. Confirm IP address and port requirements  to verify connectivity.

"Something went wrong" error message

After you authenticate, the WorkSpaces client remains on the launch screen, then a "Something went wrong" error displays. This issue can occur when there are network connectivity issues between the client machine and the WorkSpaces service. Verify that the client machine's internet connection is stable and the firewall isn't affecting the network connection.

This issue can also occur when you incorrectly configure your SAML authentication. To resolve SAML authentication issues, see How do I troubleshoot SAML 2.0 authentication issues in WorkSpaces?

Related information

Troubleshoot issues for WorkSpaces Personal