So your agent can't connect to VMware... what should you do?
If multiple agents are unable to get into VMware at the same time, with similar error messages, then there is no need to do any troubleshooting on your own, let the Service Desk know ASAP.
However, if the problems are isolated to a single user, the following steps can be taken to resolve the issue, regardless of which error message is being shown:
The Steps:
1. Confirm the agent's login process: are they using the correct username? (VMware usernames follow the format "alc\username") Confirm that the agent's multi-factor authentication is set up to receive either a phone call or (preferably) a prompt through the Microsoft Authenticator App. If they are receiving a text message for authentication, they will have problems getting into VMware.
2. Have the agent restart their computer
3. Have the agent run an internet speed test at speedtest.net and screenshot the results. If the speed is over 30mbps download, and 10mpbps upload, they should have sufficient speed to connect to VMWare.
4. Check for VMware updates in the upper right corner of the application window. There may be a green icon indicating updates are available, but you can check for sure by clicking the three dots in the upper-right corner, selecting "software updates" and then "check for updates". Their computer must be restarted after completing the update.
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5. Ensure that the user can log in to office.com with their company credentials. If they are unable to log in here, then it is likely an expired password or locked out account to blame.
6. Have the user try to log into VMware via the web portal. This can be reached by going to vmgate.americanlogistics.com and selecting "VMware Horizon HTML Access". If they are unable to sign into either location, the issue probably lies with their account or our VMware system itself; if they can log into the web portal but not the desktop application then we know the problem lies with the user’s computer or the desktop application instead.
If the agent is still unable to get into VMware after taking these steps, please reach out and create an incident ticket with the Service Desk at support.americanlogistics.com. We will reach out ASAP to get them logged into their VM and back to work.