KB21795 - [PCS] Troubleshooting VDI configuration: users receive the 'Unable to load Desktops, please contact your administrator' error message.

The Virtual Desktop fails to load with the 'Unable to load Desktops, please contact your administrator' error message.

From the User access log:

Unable to load desktops for bookmark "viewmange".

Received error code:

"NOT_AUTHENTICATED" and 'user error message'.

Scenario:

When users logon to VDI, they may receive the following error message- Unable to load Desktops, Please contact your administrator.



From the User access log:

Unable to load desktops for bookmark "viewmange". Received error code "NOT_AUTHENTICATED" and user error message

To resolve the issue:

1. Verify the Configuration for credentials under Virtual desktop resource profile. From the Admin Console navigate to:
    

   Users > Resource Profiles > Virtual Desktops > *Resource Configured

   
   

 

• Users accessing VDI resource should have a Valid desktop pools assigned on the VDI infrastructure. The above error message indicates that authentication to the Backend VDI resource failed.