Since failure to properly load the Zoom VDI plugin can be caused by many factors, admins can use the Zoom VDI plugin diagnostic tool to retrieve more detailed logs when working with Zoom Support to troubleshoot these connection issues. These logs contain no personally identifiable information, and only contain logging information about the VDI plugin, installation logs, and Citrix Workspace or VMware Horizon Client information to aid with troubleshooting plugin connection issues.
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Depending on the currently installed plugin version, the tool may already be included in the installation directory. If not, the diagnostic tool can be easily downloaded below.
For VDI plugins below 5.14.10, the diagnostic tool is not included in the installation, and instead can be manually downloaded below:
Once downloaded, unzip the file and double-click the zvtool to run.
When the diagnostic tool is complete, a zip file with the zvtool-diagnose-yyyyMMdd-hhmmss.zip naming convention will be added to the desktop.
For VDI plugins 5.14.10 and higher, the diagnostic tool is installed with the standard ZoomVDI.pkg. Upon successful installation, the diagnostic tool is found in the /usr/local/bin directory as zvtool.
Double-click the zvtool file in the directory to run the diagnostic.
Alternatively, admins can also run the zvtool command through Terminal with the following commands:
which zvtool Locates the VDI plugin diagnostic tool.zvtool Runs the VDI plugin diagnostic tool.When the diagnostic tool is complete, a zip file with the zvtool-diagnose-yyyyMMdd-hhmmss.zip naming convention will be added to the desktop.
Once the diagnostic tool is run and the logs are generated and located on your desktop, this compressed file should be shared with Zoom Support. We recommend contacting Zoom Support for initial troubleshooting, before generating and sharing these logs, as a simpler resolution or cause may be found before the need for these logs.