We are receiving reports of multiple users randomly being disconnected from view, and then when they try to re-connect they receive a black screen and are then disconnected again. The only way to correct it so they can re-connect is by resetting the desktop. The following is a section of the log file on the client. Any help would be appreciated!!
10/15/2013, 07:36:24.742> LVL:2 RC: 0 MGMT_SYS :CONNECTED (10.2.11.94, 00-0F-01-01-01-00)
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_PCOIP_DATA :process_rx: Sending a NO_ECN_SUPPORT pkt to disable L3 ECN support.
10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server mailbox: MBX_ACKNOWLEDGE
10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :connection_complete continuing.
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_HDA :soft_hda_host_open: Audio Input Encoding Supported
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_HDA :soft_hda_host_open(): Opening soft audio
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :OPEN: Transition 3 into ACTIVE, PRI 0
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :Peer is Software-based. Using video encoding protocol 3.
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :Motion negotiation summary: mec_disable 0, ver_wide_enabled 1, hor_wide_enabled 1, x_min -4096, x_max 4095, y_min -4096, y_max 4095
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :extended img_settings: use_client_settings: 0, build_to_lossless:1, max_frame_rate: 30, smoothness_vs_sharpness: 50
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :CODEC: State change from CODEC_DISABLED to CODEC_CFG_EXCHANGE
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_CONNECTED
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_CONNECTED
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_DISCONNECTED
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_IMG :ACTIVE: EVENT_DDC_DISPLAY_DISCONNECTED
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_SYS :********************************************************
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_SYS :********************************************************
10/15/2013, 07:36:25.038> LVL:2 RC: 0 MGMT_SYS :SESSION ACTIVE
10/15/2013, 07:36:25.038> LVL:2 RC: 0 COMMON :TERA_PCOIP: SESSION_EVENT=TERA_MGMT_SYS_SESS_EVENT_ACTIVE
10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server main: cb_notify_session_status called (mask 0x8) with tera_disconnect_cause (0x0)
10/15/2013, 07:36:25.038> LVL:2 RC: 0 SERVER :server main: TERA_MGMT_SYS_SESS_EVENT_ACTIVE.
10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :CODEC: Processing MGMT_IMG_APDU_TYPE_CFG_ACK. [pri = 0]
10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :cfg_ack_process: processing [1]: MGMT_IMG_APDU_TYPE_QUAD_CFG_ACK - extended
10/15/2013, 07:36:25.054> LVL:2 RC: 0 MGMT_IMG :Soft client sent no preferred display topology. Using default values for 4 display(s). Forcing topology: 0
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Native resolution of the client display 0 is 1366x768
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG : Display 0 added using native dmt: resolution=1366x768, origin=(0, 0), rotation=0
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Native resolution of the client display 1 is 1280x1024
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG : Display 1 added using native dmt: resolution=1280x1024, origin=(1366, 0), rotation=0
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Client display 2 is not connected
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Client display 3 is not connected
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :Topology: valid:1 (res supported:1, no overlap:1, num active displays:2)
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :process_min_max_quality_params: minimum quality is set to 50 [host setting]
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :process_min_max_quality_params: maximum initial quality is set to 90 [host setting]
10/15/2013, 07:36:25.070> LVL:2 RC: 0 MGMT_IMG :extended img_settings: use_client_settings: 0, build_to_lossless:1, max_frame_rate: 30, smoothness_vs_sharpness: 50
10/15/2013, 07:36:25.070> LVL:0 RC: 0 IMG_FRONTEND :Calling open display in Tera2 mode.
10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: connecting to driver: win32 1/0, vmw 0, nv 0/0
10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: profiling disabled.
10/15/2013, 07:36:25.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: handshake Win32
10/15/2013, 07:36:25.382> LVL:1 RC: 0 SERVER :InputDevTap_GetKeyboardState @ timer: LEDs = 0xFFFFFFFF ==> 0x02
10/15/2013, 07:36:25.382> LVL:1 RC: 0 SERVER :InputDevTap_GetKeyboardState @ timer: typematic [delay 0 ==> 500] [rate 0 ==> 33]
10/15/2013, 07:36:25.617> LVL:1 RC:-500 COMMON :poll_sockets failed to generate 1 callbacks!
10/15/2013, 07:36:30.851> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: unable to load NvFBC.dll
10/15/2013, 07:36:30.851> LVL:2 RC: 0 IMG_FRONTEND :Init: ResolutionSet.dll includes SetDisplayTopologyWithRefreshRate() API.
10/15/2013, 07:36:30.851> LVL:2 RC: 0 IMG_FRONTEND :Init: ResolutionSet.dll includes SyncDisplayTopology() API.
10/15/2013, 07:36:30.851> LVL:0 RC: 0 IMG_FRONTEND :resync_windows_topology: new api called successfully
10/15/2013, 07:36:30.851> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 11
10/15/2013, 07:36:30.851> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:30.898> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:30.945> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:30.960> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 10
10/15/2013, 07:36:30.992> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.038> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.070> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 9
10/15/2013, 07:36:31.085> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.132> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.179> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 8
10/15/2013, 07:36:31.179> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.226> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.273> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.288> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 7
10/15/2013, 07:36:31.320> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.367> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.398> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 6
10/15/2013, 07:36:31.413> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.460> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.507> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 5
10/15/2013, 07:36:31.507> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.554> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.601> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.617> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 4
10/15/2013, 07:36:31.648> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.695> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.726> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 3
10/15/2013, 07:36:31.742> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.788> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.835> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 2
10/15/2013, 07:36:31.835> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.882> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.929> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:31.945> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 1
10/15/2013, 07:36:31.976> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:32.023> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:32.054> LVL:0 RC: 0 IMG_FRONTEND :configure_displays: No displays reported, re-trying to get display modes, retries left: 0
10/15/2013, 07:36:32.070> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:32.117> LVL:0 RC: 0 EXTERN :svga_devtap ==> svgadevtap: Could not get the Cursor Information
10/15/2013, 07:36:32.163> LVL:0 RC:-500 IMG_FRONTEND :open_displays(): Failed to configure displays, resetting devtap.
10/15/2013, 07:36:32.163> LVL:0 RC:-500 MGMT_IMG :cSW_HOST_IPC::enable_frontend failed. 10 retries remaining. Trying again...