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    Learning the Basics of VMware Horizon 7.12 – Part 15 – DEM Helpdesk Support Tool

    June 19, 2020

    Blog, VMware

    With the DEM Management Console installed and configured, you tested accessing the various published applications for multiple users. In this Part, we learn how to use the DEM Helpdesk Support Tool.

    Configure the DEM Helpdesk Tool

    From the DEM Management Console, click the Star in the upper left corner, and click  Configure Helpdesk Support Tool, as shown in Figure 1.

    Figure 1

    Click Add, as shown in Figure 2.

    Figure 2

    For the Profile archive path, enter \\<fileserver>\<DEM Profile Share>\[UserFolder]\Archives. i.e., \\LabFS\DEMProfiles\[UserFolder]\Archives

    Select Profile archive backup path and Log file path. Both are automatically populated with information from the Profile archive path.

    Click OK, as shown in Figure 3.

    Figure 3

    Click Save, as shown in Figure 4.

    Figure 4

    In the DEM configuration share, the Immidio Flex+ Helpdesk Support Tool.xml configuration file is created, as shown in Figure 5.

    Figure 5

    Create a DEM Helpdesk Group Policy

    The Group Policy we are creating contains user settings. In the GPMC, create a GPO at the location where your Horizon USER accounts are located, as shown in Figure 6.

    Figure 6

    Name the Policy, as shown in Figure 7.

    Figure 7

    In the new GPO, configure the following settings, as shown in Figure 8.

    User Configuration:

    • Policies/Administrative Templates/VMware DEM/Helpdesk Support Tool
      • Allow editing profile archives: Enabled
        • NOTE: Read the warning about this setting
      • Allow showing profile archives in Windows Explorer: Enable
      • Allow overriding the FlexEngine log level: Enable
      • Allow resetting multiple profile archives at the same time: Enable
      • DEM configuration share: Enabled, replace <YOUR CONFIGURATION SHARE> with the DEM Config share. i.e., \\LabFS\DEMConfig

    Figure 8

    Remove Authenticated Users from the Security Filtering and add the VMwHelpdesk security group, as shown in Figure 9.

    Figure 9

    On the Delegation tab, add Domain Computers with Read Permissions, as shown in Figures 10 and 11.

    Figure 10

    Figure 11

    Install the DEM Helpdesk Tool

    Do the installation on a computer that is in an OU linked to the VMware Helpdesk Group Policy. In production, this is installed on the computer for every member of the VMware Helpdesk security group or on a central management computer. I am installing this on my Horizon 7 management computer.

    In the DEM files downloaded, there is an Optional Components folder. In that folder, right-click the DEM Helpdesk Support Tool installer and click Install, as shown in Figure 12.

    Figure 12

    Click Next, as shown in Figure 13.

    Figure 13

    Select I accept the terms in the License Agreement and click Next, as shown in Figure 14.

    Figure 14

    Click Next, as shown in Figure 15.

    Figure 15

    Click Install, as shown in Figure 16.

    Figure 16

    If UAC is enabled, click Yes.

    Click Finish, as shown in Figure 17.

    Figure 17

    Using the DEM Helpdesk Tool

    Log in as your test users to the various endpoints and launch various published resources.

    On a computer in the OU where the DEM Helpdesk Group Policy is linked, login as a member of the VMwHelpDesk security group and launch the Helpdesk Support Tool, as shown in Figures 18,19, and 21.

    Figure 18

    Or from:

    Figure 19

    Note: If you receive the error shown in Figure 20, you probably have the DEM Helpdesk GPO linked to the wrong OU in the GPMC. Not that I know anything about that. I heard about it from a friend.

    Figure 20

    Figure 21

    Click Search to get a list of all users, as shown in Figure 22.

    Figure 22

    Click on a user, as shown in Figure 23.

    Figure 23

    Select an item in the right frame to either Reset or Restore. Reset is shown in Figure 24 and Restore is shown in Figure 25.

    Figure 24

    Figure 25

    You can also view the various log files available for the selected user, as shown in Figure 26.

    Figure 26

    You can exit the Helpdesk Support Tool.

    Using the Horizon Help Desk Tool

    VMware Horizon has a Help Desk tool that is a web application to get the status of user sessions and perform troubleshooting and maintenance operations.

    On the Connection Server, from the Horizon Console, in the left frame, expand Settings and click Administrators, as shown in Figure 27.

    Figure 27

    Click Add User or Group, as shown in Figure 28.

    Figure 28

    Click Add, as shown in Figure 29.

    Figure 29

    Search for the VMwHelpDesk security group, select the group, and click OK, as shown in Figure 30.

    Figure 30

    Select the VMwHelpDesk group and click Next, as shown in Figure 31.

    Figure 31

    Click Help Desk Administrator and click Finish, as shown in Figure 32.

    Figure 32

    The VMwHelpDesk group is added as a Horizon Help Desk Administrator, as shown in Figure 33.

    Figure 33

    From an elevated command prompt, change to the c:\Program Files\VMware\VMware View\Server\tools\bin folder. As shown in Figure 34, run the following command:

    vdmadmin -I -timingProfiler -enable

    This command enables the timing profiler to allow the viewing of logon segments.

    Figure 34

    Log in the test users into the various published resources to see activity in the Horizon Help Desk Tool.

    To launch the Horizon Help Desk Tool, from a domain-joined computer, use an internet browser and browse to https://connectionserver.fqdn/admin. i.e., https://h7connection.labaddomain.com/admin, as shown in Figure 35.

    Note: This is admin, NOT Admin. Using Admin will get you a 404 Error Page Not Found. My friend told me that.

    Figure 35

    Click LAUNCH under Horizon Console (HTML5), as shown in Figure 36. You can also select Always use this option since the Flex client is deprecated.

    Figure 36

    Sign in as a member of the VMwHelpDesktop group, as shown in Figure 37.

    Figure 37

    Enter a user’s name in the search bar and press Enter, as shown in Figure 38.

    Figure 38

    Click to select the user, as shown in Figure 39.

    Figure 39

    As shown in Figure 40, you can also enter a partial username. I had to enter a minimum of two characters.

    Figure 40

    There are four options available; you can click on Sessions or Desktops or Applications or Activities, as shown in Figures 41 through 44.

    Figure 41

    Figure 42

    Figure 43

    Figure 44

    While in the Activities area, set Help Desk Event Only to No, to see additional events, as shown in Figure 45.

    Figure 45

    Figure 46 shows that you can select additional time intervals to see events in those time ranges.

    Figure 46

    Back in Sessions, select a Session to see details, as shown in Figure 47

    Figure 47

    Figures 48 through 52 show the information for the selected session.

    Figure 48

    Figure 49

    Note: In Figure 49, the More dropdown gives you a Logoff option. If Logoff is the only other option, why not have the button say Logoff instead of More? The button would be the same size.

    Figure 50

    Figure 51

    Figure 52

    Up next: Tearing down the Horizon lab

     







    Conversant Group: On average SMBs lose $141,000 per ransomware incident. We keep the bad guys away.

    About Carl Webster

    Webster is a Sr. Infrastructure Consultant for Conversant Group and specializes in Citrix, Active Directory and Technical Documentation. Webster has been working with Citrix products for many years starting with Multi-User OS/2 in 1990.

    View all posts by Carl Webster

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