Ubuntu VM on a VxRail infrastructure unresponsive via VM web console

Products

• VMware vCenter Server

Issue/Introduction

• When working on an Ubuntu VM via the VM web console in the vSphere UI, The virtual machine seem to be unresponsive and cannot access the OS via the web console.
• Only Ubuntu VM web console (on the VxRail infrastructure) goes to lock screen and cannot be accessed.
• Once this happens it is impossible to wake the VM from the lock screen and the "Ctrl+Alt+Del" button does not appear on the screen.
• Access to the Ubuntu VM with Workstation Pro can send "Ctrl+Alt+Del" and the VM will function as intended.
• Connection to the VM web console via Host UI also fails.
• VMRC is working as expected.

Environment

Ubuntu Virtual Machine on VxRail Infrastructure.

Cause

This is related to a 3rd party issue.

Resolution

1. Take a snapshot of the Ubuntu virtual machine
2. Edit the file using vi: /etc/gdm3/custom.conf
   There is an entry in the original config:
   #WaylandEnable=false
   Please remove the # to uncomment it, it should look like this:
   WaylandEnable=false

Please refer to the screenshot below as reference:
   
3. Then save the file and exit.
4. In some instances a reboot of the virtual machine is required.
   
   If anything unforeseen happens, please roll back to the snapshot.