Error 6609: Command failed due to a PCoIP Agent failure. Please try again. If this failure persists, please report this failure to your system administrator.

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July 18, 2018

Last modified: 09/14/2023, 4:33 am

Knowledge Base Article Troubleshooting HP Anyware

Problem

When trying to connect to a PCoIP Agent that is brokered, the client returns the error "Error 6609: Command failed due to a PCoIP Agent failure. Please try again. If this failure persists, please report this failure to your system administrator."

 

Cause

This error indicates that the PCoIP Connection Manager was unable to communicate to the PCoIP Agent. After the user is authenticated and selects their resource, the PCoIP Connection Manager receives the IP Address or Fully Qualified Domain Name (FQDN) of the PCoIP Agent of the resource from the broker. If the PCoIP Agent is unreachable via IP or FQDN then the PCoIP Connection Manager will return a 6609 error.

 

Resolution

Ensure that communication from the PCoIP Connection Manager to the PCoIP Agent will be successful by verifying:

  • TCP Port 60443 is open between the Connection Manager and the PCoIP Agent
  • The IP Address of the resource is correct. This can be verified by reviewing the Connection Manager Logs
  • The FQDN of resource is correct and is resolving to the IP address of the Agent. The nslookup tool can be used to query DNS.
  • For environments with ephemeral resources, DNS may take too long to update and replicate. Consider configuring the broker to use IP addresses for resources rather than a FQDN.