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Virtual Machine Does Not Start

Jun. 15, 2016

This topic provides troubleshooting tips for when the virtual machine does not start when attempting to perform an Install Capture.

  • For common XenServer errors, see "XenServer errors" below.
  • If you are using Windows 8 Hyper-V Client, this problem occurs if AppDNA is not run as an administrator. For instructions for configuring AppDNA so that it always runs as an administrator, see "Configure AppDNA to run as administrator" below.
  • If you are using vSphere or Hyper-V, click the icon in the VM column on the Install Capture tab. If this displays a "No such host is known" error, see "Remote Desktop Connection window does not open (vSphere or Hyper-V)" below.
  • Check that the virtualization technology is installed, configured, and is running, and the virtual and AppDNA machines have been set up as described in Install Capture.
  • Attempt to start and stop the virtual machine outside of AppDNA in order to confirm that the virtual machine is working correctly.
  • Check that the virtual machine configuration is set up correctly within AppDNA. The easiest way to do this is to select the configuration on the Virtual Machine tab in Install Capture settings and click Edit. This opens the Virtual Machine Configuration Wizard, which performs checks and provides useful feedback when things go wrong. In particular:
    • Check that the virtual machine's IP address (or DNS or machine name) is correct. If the virtual machine's IP address has changed, you need to update it in the wizard.
    • If relevant for the virtualization technology, check that the user name and password for logging into the server are correct. If the password has expired, you need to enter the new password in the wizard.
    • If any of the steps in the wizard fail, refer to Troubleshoot.
  • Set up automatic log on to the virtual machine, as described for each of the supported technologies in Install Capture.

XenServer errors

Unable to prepare the virtual machine for use. Could not authenticate session. Check your access credentials and try again.

This error means that the username and password that Install Capture uses to log on to XenServer are invalid. Typically this means that the password has expired. The username and password are stored in the virtual machine configuration in encrypted form.

To correct this error, use the Virtual Machine Configuration Wizard to edit the virtual machine configuration and enter the new password. Make sure you save your changes. Then start the Install Capture again.

AppDNA is unable to revert the virtual machine to the selected snapshot. This is because the user account provided for accessing XenServer is not authorized to perform the operation.

This error means that the user account that Install Capture uses to log on to XenServer does not have the permissions required to revert the virtual machine. The username and password are stored in the virtual machine configuration in encrypted form.

The solution to this problem is to arrange for your XenServer user account to have the necessary permissions. Typically, you need the "VM power admin" role).

Configure AppDNA to run as administrator

  1. If necessary, close AppDNA.
  2. In Windows Explorer, locate the main AppDNA executable (called appTitude.exe). The following table shows the default location of this file.
    Machine type Default location
    32-bit C:\Program Files\Citrix\AppDNA\Client
    64-bit C:\Program Files (x86)\Citrix\AppDNA\Client
  3. Right-click the file and from the shortcut menu, choose Properties.
  4. Click the Compatibility tab.
  5. Under Privilege level, select the Run this program as an administrator check box.
  6. Click OK to save the changes.

Remote Desktop Connection window does not open (vSphere or Hyper-V)

If you are using a vSphere or Hyper-V virtual machine, AppDNA attempts to open it in a Remote Desktop Connection window. This can fail in certain circumstances, such as when the AppDNA machine is joined to a domain but the virtual machine is not or the reverse. When this happens, configuring the hosts file on the AppDNA machine with the address of the guest OS can sometimes resolve the issue. The hosts file is a local file that Windows uses to map host names to IP addresses so that it can identify machines on the network.

To find out whether these steps are relevant:

  1. If you have not already done so, find the application on the Install Capture tab, and click the icon in the VM column.
  2. If AppDNA displays a "No such host is known" error in the AppDNA virtual machine remote controls window, try to ping the virtual machine from the AppDNA machine using the IP address or host name used to identify the guest OS in the virtual machine configuration.
  3. If the ping is successful, follow the steps described below to configure the hosts file on the AppDNA machine with the address of the guest OS.
  4. If the ping is unsuccessful, these steps may not be relevant. Instead, check that the virtual machine configuration is set up correctly within AppDNA. The easiest way to do this is to select the configuration on the Virtual Machine tab in Install Capture settings and click Edit. This opens the Virtual Machine Configuration Wizard, which performs checks and provides useful feedback when things go wrong.

To configure the hosts file on the AppDNA machine:

  1. Locate the hosts file on the AppDNA machine. This file is typically named "hosts" and its location varies depending on which version of Windows you are using. On Windows 7, it is typically located in C:\Windows\System32\drivers\etc.
  2. Open the file in a text editor, such as Notepad.
  3. Add a line to the file that specifies the IP address and the host name of the guest OS separated by a tab character. For example:
    10.72.105.79      Win7HyperV
  4. Save the file.

For information about the ping command and how to find out the IP address of the guest OS, see Virtual Machine Connection.

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