** VDI Access Workflow – User Support **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This workflow outlines how User Support responds to issues connecting to Virtual Desktop Infrastructure (VDI) using either the Horizon Client or HTML access.

This includes login failures, launch hangs, MFA issues, or use of an incorrect VDI URL. User Support is responsible for collecting required information, performing initial troubleshooting checks, documenting results, and escalating unresolved issues to Tier II support.

Audience

ITS Staff

Procedure

Step 1: Information to Collect

Collect the following information for all VDI access issues:

• Full name

• Banner ID

• CCBC email address

• Screenshot of the exact error message

• Device type

• Browser used

• Access method (HTML or Horizon Client)

• URL used (must be https://vdi2.ccbcmd.edu)

Do not escalate the ticket without an error screenshot when possible. If the user cannot provide a screenshot, document the exact error message or behavior reported, along with the access method, browser, device type, and URL used.

Step 2: Identify the Issue Type

Determine the primary issue and follow the appropriate path:

• Authentication errors (unknown username, bad password)
  → Proceed to Authentication Checks

• Client or launch issues (“Launching…”, blank window, client not opening)
  → Proceed to Client and Launch Checks

• Incorrect URL (vdi1)
  → Instruct the user to use https://vdi2.ccbcmd.edu

• MFA prompt missing, looping, or not redirecting
  → Proceed to MFA Verification

• Ticket Status and Documentation Requirements

  Use In Progress while actively troubleshooting the issue.

  Use On Hold when waiting for the user to provide a screenshot, confirm results, or reply with additional information.

  Document all checks completed before escalation, including authentication results, URL confirmed, browser/client testing, MFA behavior, and Horizon entitlement status if ADUC was available.

  If escalating to EDC, attach the user’s error screenshot when available and any internal screenshots related to Horizon entitlement membership. Internal system screenshots should be added as internal documentation only and should not be included in customer-facing comments.

  Do not close unresolved VDI access issues unless the customer confirms the issue is resolved or the standard follow-up/closure process has been completed.

   

Step 3: Authentication Checks

1. Confirm the user can sign in to:

   • CCBC email

   • myCCBC

2. Use Account Assist to verify:

   • Password status

   • Account status (active and not disabled)

3. If the password is expired, the account is disabled, or the user reports login failure:

   • Issue a temporary password using Account Assist

If authentication fails after a temporary password is issued, escalate the ticket.

Internal note example:

Authentication checks completed. Account Assist reviewed. Temporary password issued as needed.

Step 4: Client and Launch Checks

Perform the following steps in order:

1. Select client not launching automatically

2. Attempt access using HTML, then Horizon Client

3. Try an incognito or private browser window

4. Clear browser cache

5. Test an alternate browser

6. Install or update the Horizon Client only if a launch issue exists

7. Confirm the URL is https://vdi2.ccbcmd.edu

If the issue persists after completing these steps, escalate.

Internal note example:

Client and launch steps completed. Correct URL confirmed. Issue persists.

Step 5: MFA Verification (Required for VDI2)

Confirm the MFA flow behaves as expected:

• User enters their full CCBC email address

• MFA prompt appears

• User is redirected back to VDI after authentication

If the MFA prompt does not appear or loops continuously, escalate the ticket.

Step 6: Access Verification (Only if Active Directory Users and Computers (ADUC) Is Available)

If you have access to Active Directory Users and Computers (ADUC):

1. Open ADUC

2. Navigate to VDI folders → Horizon Groups

3. Check whether the user is assigned to the correct Horizon entitlement pool

If the correct pool cannot be identified within two minutes, do not guess. Escalate.

Internal note addition:

Horizon entitlement membership: present / not present.

Step 7: Screenshot Requirements

• Attach the user’s error screenshot when available.

• If escalating and Horizon entitlement was checked, attach a screenshot showing group membership; this should be attached internally/private, not customer-facing

Step 8: Escalation Instructions

Escalate the ticket to Enterprise Desktop Configuration (EDC) (Tier II) when:

• Authentication steps do not resolve login issues

• Client or HTML troubleshooting does not resolve launch issues

• MFA does not appear or fails

• Horizon pool membership is unclear or missing

• The correct URL is used and the issue persists

• The user requires VDI access the same day and the issue is not resolved after initial checks

Internal summary example:

VDI issue unresolved after authentication, client, and MFA checks. Correct URL confirmed. Horizon entitlement present/not present. Screenshots attached. Escalating to EDC.

Customer‑Facing Message:

Use the following message when escalating the ticket:

I completed the initial VDI troubleshooting steps and am escalating this issue to the appropriate Tier II team for further review. You will receive an update once their review is complete.

STOP POINT – User Support Boundary

User Support must stop and escalate when:

• A temporary password does not resolve login issues

• Client or HTML troubleshooting does not resolve launch failures

• MFA does not appear or fails

• Horizon pool membership is unclear or missing

• The user fails to connect using https://vdi2.ccbcmd.edu after required checks

User Support must not:

• Modify Horizon group membership

• Guess entitlement pools

• Troubleshoot licensing

• Perform network‑level diagnostics

User Support role: collect → check → attempt → document → escalate.