This five-day course builds your skills in resolving common issues that occur in a VMware Horizon environment. You engage in a series of lab exercises to bring existing environment issues to resolution. The exercises mirror real-world troubleshooting use cases. These exercises equip learners with the knowledge and practical skills to manage typical challenges faced by virtual desktop administrators and operators and provides you with the advanced knowledge, skills, and abilities to troubleshoot VMware Horizon 8 infrastructure related issues. This workshop teaches the required skill and competence for troubleshooting VMware Horizon Connection Server, VMware Unified Access Gateway, protocols, connections, and certificates.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

By the end of the course, you should be able to meet the following objectives:
Implement a structured approach to troubleshooting
Resolve common issues that occur in a VMware Horizon environment
Troubleshoot issues with linked and instant clones
Configure the Windows client
Identify the correct log level for gathering logs
Optimize protocols for best end-user experience
Discuss Horizon Connection Server advanced configurations
List troubleshooting techniques for Horizon Connection Server common issues
Interpret Horizon 8 Connection Server logs
Identify Unified Access Gateway configuration and certificate issues
List troubleshooting steps for Unified Access Gateway common issues
Describe BLAST configuration verification using logs and settings
Describe BLAST optimization recommendations for different use cases
Describe Horizon 8 Connections and how to troubleshoot related issues
Describe Horizon 8 certificates
List troubleshooting steps for common issues with Horizon 8 certificates
Leverage Horizon infrastructure troubleshooting steps to resolve issues

  • Course Introduction

  • Introductions and course logistics
    Course objectives

  • Overview of Virtual Desktop Troubleshooting

  • Structured approach to troubleshooting configuration and operational problems
    Applying troubleshooting methods
    Documenting the steps to resolving the problem

  • Command-Line Tools and Backup Options

  • Using command-line tools
    Backing-up and restoring VMware Horizon databases

  • Troubleshooting Horizon Linked Clone Desktops

  • Only applicable for Horizon 7.x environments
    Describe the components that make up a VMware Horizon desktop
    Explain how the View Agent Direct-Connection plug-In is useful for diagnosing problems
    Highlight the best practice for optimizing a VMware Horizon desktop
    Troubleshoot common problems with VMware Horizon desktops

  • Troubleshooting Instant Clones

  • Discuss how instant clones are created
    Discuss what gets logged when an instant clone is created
    Discuss the keywords to look for in the logs when troubleshooting instant clones
    Discuss how to troubleshoot problems with instant clones

  • Windows Client

  • Correctly configure the Windows Client
    Identify the correct log level for gathering logs
    Enable the required SSL configuration level for the environment

  • Ports and Protocols

  • Discuss the key ports on a Horizon Environment
    Discuss protocols used in the Horizon Environment
    Understand the benefit of optimizing Blast
    Become familiar with the optimization features for Blast
    Implement GPO changes for Blast
    Become familiar with the causes for Black Screens
    Discuss how to troubleshoot Black Screen problems
    Identify problems encountered when applying GPOs
    Discuss how to troubleshoot GPO-related problems

  • Horizon Connection Server Troubleshooting

  • Discuss Horizon Connection Server general troubleshooting techniques
    Identity Horizon Connection Server common issues through logs
    Describe AD LDS replication
    Discuss Horizon Connection Server replication common issues
    Review and Interpret Horizon Connection Server logs
    Compare successful and unsuccessful logs from everyday infrastructure administration tasks

  • Unified Access Gateway Troubleshooting

  • List and identify common Unified Access Gateway deployment issues
    Monitor the Unified Access Gateway deployment to identify health and issues
    Identify and troubleshoot Unified Access Gateway certificate issues
    Monitor, test, and troubleshoot network problems
    Discuss general Unified Access Gateway troubleshooting processes

  • BLAST Configuration Verification

  • Discuss BLAST Codecs and Encoder Switch settings.
    Describe how to verify BLAST configuration using logs and settings

  • BLAST Optimization

  • List general BLAST optimization recommendations
    Summarize BLAST tuning recommendations that apply to WAN connections
    Summarize BLAST tuning recommendations that apply to work-from-home and home-office-to-cloud use cases
    Describe recommended tuning options to increase display protocol quality for all use cases and applications.

  • VMware Horizon Connections Troubleshooting

  • Explain Horizon connections
    Describe the role of Primary and Secondary protocols in Horizon connections
    Describe HTML client access connections
    Describe Horizon connections load balancing
    Describe timeout settings, supported health monitoring string, and suitable load balancer persistence values
    Identify troubleshooting steps for failing Horizon load balancer connections
    List troubleshooting steps for Horizon connections

  • VMware Horizon Certificates Troubleshooting

  • List Horizon certificate functions
    Describe Horizon certificates scenarios.
    Discuss potential challenges related to certificates in Horizon
    Describe the troubleshooting approach to Horizon certificate issues

  • VMware Horizon Challenge Lab

  • Leverage Horizon infrastructure troubleshooting steps to resolve issues


New or junior administrators and operators; system managers accountable for staffing and training Horizon operators and administrators. Experienced system operators, administrators, and integrators responsible for managing and maintaining VMware Horizon solutions.




This course also requires knowledge of the following: Using VMware vSphere Web Client to view the state of virtual machines, datastores, and networks Opening a virtual machine console on VMware vCenter Server and accessing the guest operating system Configuring Active Directory services, including DNS, DHCP, and time synchronization Restricting user activities by implementing Group Policy objects Configuring Windows systems to enable Remote Desktop Connections Building an ODBC connection to an SQL Server database


Length: 5.0 days (40 hours)


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