Unidesk- Desktops without IP's address

User can't connect to Desktop using the VMware View or XenDesktop connection broker client

Troubleshooting

  • KB #: 20638
  • Last Updated: January 29, 2014

Issue

(Applies to Unidesk 2.6 when using vmxnet3 network adapters.) A user can't connect to the Desktop using the VMware View or XenDesktop connection broker client. In the admin tool for the broker server, you see that the desktop isn’t connected. vSphere shows that the desktop doesn’t have an IP address, and the network for that Desktop is not working.

Procedure

To resolve this issue:
  1. Check to see if the Desktop has phantom vmxnet3 network adapters, using the directions from Microsoft at:http://support.microsoft.com/kb/315539. Here's a summary:
    1. Start a command prompt as Administrator.
    2. Type:
      set devmgr_show_nonpresent_devices=1
    3. Type:
      devmgmt.msc
    4. In device manager window, select View -> Show hidden devices.
    5. In the Network adapters, you may see that there are some vmxnet3 devices that are grayed out. This indicates they are phantom vmxnet3 devices.
  2. Try a test to remove the phantom vmxnet3 adapters from a Desktop:
    1. Delete the vmxnet3 devices that are grayed out. Attempt to delete all of these phantom adapters.
    2. If while deleting phantom vmxnet adapters the Desktop gets a blue screen with the error IRQL_NOT_LESS_THAN_OR_EQUAL, then you will need to add a new Layer Version to your Operating System Layer. There may be a second instance of the RAS Async Adapter, which should be deleted. Cleaning up the network adapters may cause the network to go down on the Installation Machine where you are versioning the Operating System Layer .
    3. Once you have run the Troubleshoot problems wizard, then finalize the Operating System Layer Version.
  3. Once the network adapters are in the Operating System Layer, then you need to change the Operating System Layer Version and add the registry setting required to clean up phantom vmxnet3 network adapters.
    1. As Administrator, run regedit.
    2. Navigate to:
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\UniService
    3. Add a DWORD by right-clicking UniService > New - DWORD (32-bit) Value.
    4. Set the name to: CleanupPhantomNics
    5. Set the value to: 1
  4. Finalize the Operating System Layer Version
    1. Deploy this Operating System Layer Version to a test Desktop.
    2. Force a full Desktop rebuid by changing the service time to Immediately and wait for the desktop to restart.
    3. Log into the Desktop as an Administrator.
    4. Look for phantom vmxnet3 devices. You should see none. 
  5. Deploy this Operating System Layer Version to all Desktops. This removes any phantom vmxnet3 network adapters from all Desktops. 

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