There could be a few possible reasons as follows:
a. Make sure you are connecting with the latest Virtual Desktop Client and Connection Server name.
i. Connection server name should be set correctly to: desktop.smu.edu.sg
b. If you are receiving an error message that says "Unknown user name or bad password"
i. Be sure your user name and password are correct.
ii. Be sure your SMU staff domain account is not locked out by logging to other SMU services.
iii. If this fails, please contact IITS Helpdesk, to reset password.
c. If you are receiving an error message that says "Connect desktop failed" or "The display protocol for this desktop is currently busy processing a request. Please contact your system administrator, "
i. Please close VDI and restart the VMware Horizon View client.
d. If you are receiving an error message that says "You are not authorized to use this"
i. Please contact IITS Helpdesk.
e. If you are receiving an error message that says "The desktop source for this desktop are not responding, Please try connecting to this desktop again later, or contact your system administrator."
i. The Virtual Desktop pool is reaching its session limit; try closing out of the Virtual Desktop, then wait for 5 minutes, re-login again.
f. Check that your session has not timed out.
i. The idle session timeout length is 30 minutes, so make sure you save your work frequently. Since the Virtual Desktop licenses are shared and limited, please be considerate for your fellow colleagues and remember to logout if you are not using the Virtual Desktop.
ii. In order to optimize the Virtual Desktop usage, we have implemented a no-activity timeout. If you continously use after 12 hours the Virtual Desktop will timeout. However your session will be intact, you just need to login again.
g. Check that you are not trying to access the Virtual Desktop during a downtime. Advance notice will be provided before planned downtimes for maintenance. You may need to check our IITS announcements for planned downtime. Or, just wait and try again later.