Cannot connect to session: Client shows licensing-related errors, or error 0x1002

Rate this Article

November 15, 2020

Last modified: 09/03/2023, 6:06 pm

Knowledge Base Article Troubleshooting Session Licensing HP Anyware Zero Clients

Problem

When attempting to establish a remote connection using a PCoIP client, the connection fails and one of these error messages appears:

PCoIP Agent has no available licenses to launch the remote session. Please try again later.
This desktop has no remaining licenses available.
Unable to connect (0x1002). Please contact your IT administrator.

The PCoIP session could not be established since the PCoIP Agent was unable to checkout a license from its license pool. This happens when:

All available licenses are already in use, or have expired.
The PCoIP Agent or the local license server is not started or not configured correctly (config problem)
The local license server or cloud licensing service could not be reached (network problem, ports not open)
The VMware Horizon agent is installed on the same machine as the HP Anyware Agent.

PCoIP Standard Agent: Windows , Linux
PCoIP Graphics Agent: W indows , Linux
Hardware Agent: Remote Workstation Card
Remove any VMware Horizon agents if there is one installed on the Virtual Machine.

Connect to an agent machine using RDP (for Windows) or SSH (for Linux).
Run the pcoip-validate-license command to validate if your licenses system is operating correctly.
If a license is returned then your system is setup correctly.
If the command pcoip-validate-license produces an error, refer to the following articles to fix the root cause:
- The pcoip-validate-license command fails, what could be wrong?
- Which firewall ports need to be open for licensing to work?
- What services need to be available for Cloud Licensing to work?
- Note: If you are using a local license server, double check that your license server memory is > 4GB. License servers with less then 4GB may not serve licenses even if they are added to the license server.

Connect to an agent machine using RDP (for Windows) or SSH (for Linux).

Run the pcoip-list-licenses command to ensure that your pool of licenses has enough to service your needs for additional PCoIP connections. This command will show the number of licenses in the pool that are currently not being used.

Feature Count	License Pool Status	Recommendation
Agent-Sessions > 5	Licenses Pool is healthy	Licenses are available for clients to connect to either HP Anyware Standard Agents or Remote Workstation Card Agents
Agent-Sessions <=5	License pool is almost exhausted.	Purchase additional licenses.
Agent-Sessions = 0	No Licenses Available	Purchase additional licenses. Client will not be able to connect to any PCoIP agent.
Agent-Graphics > 5	Licenses Pool is healthy.	Licenses are available for HP Anyware Graphics Agents
Agent-Graphics<=5	License pool is almost exhausted.	Purchase additional licenses
Agent-Graphics=0	No Licenses Available	Purchase additional licenses Client will not be able to connect to a PCoIP graphic agent.

If pcoip-list-licenses outputs:

Error: "No servers are available to list licenses on"

The agent is not able to find a valid license server. To fix, you will need to correct either the agent configuration or the license server configuration. Following the guidelines listed in KB 1385.
For Linux agents, ensure the configuration file pcoip-agent.conf is readable by PCoIP agent. If necessary, run the command to change permission: chmod 644 /etc/pcoip-agent/pcoip-agent.conf

If pcoip-list-licenses outputs

FNE license server error such as "[1,7e2,5,0[74000008,194,10060221]]"

The PCoIP agent cannot communicate with the licensing server. This is usually caused by a misconfigured agent or a firewall. Check your GPO or configuration settings on the agent and your firewall settings.