Thursday, October 18, 2012

Setting up new vCenter host in XenDesktop 5.6 throws the error: “Unable to contact the hypervisor. Check that the address, user name, and password are correct; the Controller and …”

Problem

You’re setting up new VMware vCenter host in XenDesktop 5.6 but receive the following the error:

Unable to contact the hypervisor. Check that the address, user name, and password are correct; the Controller and hypervisor are connected; and the SSL certificates have been set up correctly if you are using HTTPS. For more information see CTX131512.

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Solution

While there are many reasons that would lead to this error, I’ll outline the items to check and finally why I received this error.  Items to check:

Address – Is the information in the address field correct?  Note that the end of the address should always be “/sdk”.

Username – Make sure the user name you’ve entered is correct.

Password – Make sure the password you’ve entered matches the password for the username.

The username and password is usually easy enough to verify but the reason why I ran into this error was because I had mistakenly typed the NetBIOS name and not the FQDN for the address of the vCenter.  This is not to say the NetBIOS name wouldn’t work but the certificate I created only had the FQDN name of the vCenter instance and no NetBIOS name in the SAN entry.  I realized this by copying the address I typed in, removed the /sdk and entered it into the browser:

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Notice how IE complained about the certificate immediately with the message:

The security certificate presented by this website was issued for a different website’s address.

This was when I reviewed the certificate and realized I had forgotten to use the FQDN as the address in XenDesktop.  Notice how the browser does not throw an error when I use the FQDN for the address:

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Once I corrected this in XenDesktop, the setup continues on to the next screen:

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