Updating the public DNS record for VMware Horizon View remote access through Security server displays a black screen and disconnects with: “The connection to the remote computer ended.”

Problem

You’ve recently had to reroute VMware Horizon View remote access traffic through the Security Server because of an ISP change so the firewall rules were updated for the external IP NAT and then you proceed to change the public DNS record but remote connectivity now fails with:

1. User successfully authenticates
2. The desktop launches
3. A black screen is displayed for 5 to 10 seconds
4. The connection terminates with the error message: The connection to the remote computer ended.

Solution

One of the common causes to this issue is if the PCoIP External URL configuration for the View Security Server and View Connection Server settings were not updated with the new external IP address.  The following are screenshots of the fields that will need to be updated:

PCoIP Secure Gateway

PCoIP External URL

PCoIP Secure Gateway

Use PCoIP Secure Gateway for PCoIP connections to machine

PCoIP External URL