Traps disabled on VDI?

[StacyE]

Traps is disabled on two non-persistent VDI pools (out of more than a dozen). Has anyone encountered this? We have had a case open for months with Support but we don't have a solution. 

[heueri88]

We are facing the same problem. Did you ever resolve it?

[dfalcon]

Hi there.  The process for VDI has changed a little over the years.  Let's start with the platform question.  Are you using ESM or Cortex?

[heueri88]

Hi, we are using TSM.

[dfalcon]

Hi there.  Can you let me know what version of ESM you're on?  Is it 4.2?  Also is the VDI persistent or non-persistent?

[heueri88]

Hey, maybe we misunderstand. We are using TSM, Traps Management Service / Cortex. And we are using non-persistent VDIs with Citrix Xendesktop 7.15.

[dfalcon]

Got it - that helps.

A few things to verify.  First, does the installation package still exist in your tenant?  Second, from one of the affected machines, can you launch the agent console click check-in now -- then wait about 15 second and click Open Log File?  I would like to see the log entries at the time you click check-in now for any error / denial messages.

[heueri88]

We have now opened a case with Palo Alto. So I think we do not need to follow up this here anymore.