amr Posted May 30 Share Posted May 30 Good morning everyone, We currently are on Horizon 8 2306 with 2306.1 UAGs. We have 1 user in particular who appears to constantly be disconnected while working remotely on a Macbook. User is on the latest Horizon Client at the time of writing this. We have ~500 other users who do not have this issue as it seems to be unique to this particular one. The Horizon logs show the users was logged off by the UAG due to being inactive, which is something we expect since we have our timeout on our load balancers to 120 minutes. However, said user is getting kicked off sometimes every 1-10 minutes while working. There is no pattern or frequency to note. We have engaged support and have taken logs and are trying to get the users to use a Windows device and another network to see if this is related to them locally. Has anyone had this issue before? Quote Link to comment Share on other sites More sharing options...
Employee Joe Graziano Posted May 30 Employee Share Posted May 30 Are they using the same version of the Horizon client as other users? If you have HTML access enabled are they able to try that and does it disconnect from that as well? Quote Joe Graziano Senior Solution Engineer, EUC - Federal VCP-DTM, VCP-DCV, vExpert, vExpert PRO jgraziano@vmware.com / joe.graziano@broadcom.com Link to comment Share on other sites More sharing options...
Employee Rob Ryan Posted May 30 Employee Share Posted May 30 might also check and see if they have any of the newer privacy options Apple has introduced lately like Private Relay have been activated on the user's macbook -- if they're jumping ip's or trying to proxy through multiple layers that could cause issues. Quote Link to comment Share on other sites More sharing options...
Employee Clifford O Rourke Posted May 30 Employee Share Posted May 30 (edited) When you say the user is on the latest Horizon Client for Mac, can you specify the version please? Do they see the same issue if using an older Client? Edited May 30 by Clifford O Rourke Quote Link to comment Share on other sites More sharing options...
amr Posted May 30 Author Share Posted May 30 16 minutes ago, Joe Graziano said: Are they using the same version of the Horizon client as other users? If you have HTML access enabled are they able to try that and does it disconnect from that as well? Hey Joe, Yes, we have multiple people using 8.12.2 (including myself) with no issue. We have also reached out to the user to try HTML rather than the Client. Quote Link to comment Share on other sites More sharing options...
amr Posted May 30 Author Share Posted May 30 7 minutes ago, Rob Ryan said: might also check and see if they have any of the newer privacy options Apple has introduced lately like Private Relay have been activated on the user's macbook -- if they're jumping ip's or trying to proxy through multiple layers that could cause issues. Hey Rob, Now this could be something very interesting that we will look into. I do not have a good working knowledge of Macs so this is absolutely something we will look at. Quote Link to comment Share on other sites More sharing options...
amr Posted May 30 Author Share Posted May 30 3 minutes ago, Clifford O Rourke said: When you say the user is on the latest Horizon Client for Mac, can you specify the version please? Do they see the same issue if using an older Client? Sure, they are on 8.12.2. I believe this issue was persistent on older versions. Quote Link to comment Share on other sites More sharing options...
Employee Clifford O Rourke Posted May 30 Employee Share Posted May 30 (edited) Latest Mac version is 2312.1 , any chance they could uninstall it and install the 2309 Client and see if that has any impact? Although it sounds more of a network related issue. Edited May 30 by Clifford O Rourke Quote Link to comment Share on other sites More sharing options...
Employee Clifford O Rourke Posted May 30 Employee Share Posted May 30 Also, do you have the SR number for this? Quote Link to comment Share on other sites More sharing options...
Solution amr Posted June 3 Author Solution Share Posted June 3 We dug into this more with the user. It is happening on PC and Mac but only when he is at his work location in another state. When he is at his home base in a 2nd state, there is no issue. Likely seems issues are related to this other work location. Quote Link to comment Share on other sites More sharing options...
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