Error: "500 Internal Server error" when attempting to open VM Consoles in Cloud Director

Products

• VMware Cloud Director

Issue/Introduction

• When opening Web MKS VM remote consoles in VMware Cloud Director, the console fails to connect.
• Browser debug information shows a 500 Internal Server error.
• vcloud-container-debug.log shows the following type of error (note that times and details may be different than this example)-
• 2024-10-09 16:36:02,526 | ERROR    | pool-jetty-1743369        | DefaultExceptionMapper         | Internal server exception | requestId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxx,request=POST https://<cloud instance>/api/vApp/vm-xxxxxxxx-xxxx-xxxx-xxxxxxxx/screen/action/acquireMksTicket,requestTime=1728502558297,remoteAddress
=<ip address>,userAgent=Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 ...,accept=application/*+xml;version 38.0
(vim.fault.NotAuthenticated) {
   faultCause = null,
   faultMessage = null,
   object = ManagedObjectReference: type = VirtualMachine, value = <vm_moref>, serverGuid = null,
   privilegeId = ,
   missingPrivileges = null

Environment

VMware Cloud Director 10.x

Cause

The issue occurs if the VMware Cloud Director instance is disconnected from the vCenter Server managing the VM.

Resolution

Perform a Reconnect of the affected vCenter Server through the Cloud Director UI and verify that the vCenter is successfully connected once the operation completes.

For information on performing the above, see Reconnect a vCenter Instance to Your VMware Cloud Director.