Web consoles stays in 'Connecting' status

Products

VMware Cloud Director

Issue/Introduction

When opening a VM console,it stays in Connecting status and never opens.
The issue is seen in any web browsers,any operating system(OS),for all tenants and any type of users.

From the web browser networking logs at the time of the issue, the following request details and stacktrace can be seen:

Request URL https://<VCD FQDN or IP>/api/vApp/vm-########-####-####-####-############/screen/action/acquireMksTicket
Request Method POST
Status Code 500 Internal Server Error

stackTrace="com.vmware.vcloud.api.presentation.service.TicketAugmentationException: An error occurred when acquiring a screen ticket.&#10;    

 at com.vmware.vcloud.vapp.impl.VAppServiceImpl.augmentMksTicket(VAppServiceImpl.java:1142)&#10;    

 at com.vmware.vcloud.vapp.impl.VAppServiceImpl.acquireMksTicketInfo(VAppServiceImpl.java:954)&#10;    

 at jdk.internal.reflect.GeneratedMethodAccessor4901.invoke(Unknown Source)&#10;    

 at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)&#10;    

 at java.base/java.lang.reflect.Method.invoke(Method.java:566)&#10;    

 ...    

 at com.vmware.vcloud.api.presentation.service.impl.VAppServiceAdapterImpl.acquireMksTicketInfo(VAppServiceAdapterImpl.java:515)&#10;    

 ...    

 at com.vmware.vcloud.api.rest.handlers.VAppHandler.acquireMksTicket(VAppHandler.java:1300)&#10;    

 ...

 at java.base/java.lang.Thread.run(Thread.java:829)&#10;

 Caused by: com.vmware.consoleproxy.ticket.AugmentationException: Unable to determine public endpoint certificate chain&#10;    

 at com.vmware.consoleproxy.ticket.impl.EncryptionTicketThumbprintAugmentation.augmentTicket(EncryptionTicketThumbprintAugmentation.java:109)&#10;    

 at com.vmware.vcloud.vapp.impl.VAppServiceImpl.augmentMksTicket(VAppServiceImpl.java:1138)&#10;    ... 148 more&#10;

Caused by: com.vmware.consoleproxy.ticket.AugmentationException: Unable to determine public endpoint certificate chain&#10;    

 at com.vmware.consoleproxy.ticket.impl.EncryptionTicketThumbprintAugmentation.getThumbPrint(EncryptionTicketThumbprintAugmentation.java:69)&#10;    

 at com.vmware.consoleproxy.ticket.impl.EncryptionTicketThumbprintAugmentation.augmentTicket(EncryptionTicketThumbprintAugmentation.java:102)&#10;    

 ... 

 149 more&#10;" message="[ fee54a15-e85a-4833-ad70-e5ed4917902f ] An error occurred when acquiring a screen ticket.&#10; - Unable to determine public endpoint certific ate chain" majorErrorCode="500" minorErrorCode="TICKET_AUGMENTATION"/>

Environment

VMware Cloud Director 10.6.0.1

Cause

This error occurs when the VCD public endpoint configuration is missing a valid certificate or is using a certificate that cannot be validated against its trust chain.

Resolution

To resolve the issue,verify if the Public Addresses have the required certificate information.If the certificates are missing in this section, it can cause issues with VM operations like web consoles.

Follow steps from Configure VMware Cloud Director Public Addresses

Additional Information

Web consoles stays in 'Connecting' status for a long time in VMware Cloud Director