How to find Zoom VDI client users not connected to the Zoom VDI plugin

Account owners and admins can identify VDI client users who are not connected to the VDI plugin through the Zoom web portal's dashboard. The dashboard provides tools for viewing unoptimized participants in specific meetings, analyzing VDI plugin connection statistics, and troubleshooting common connection errors. In addition to tracking individual users having issues connecting to the VDI plugin, admins can also use the VDI dashboard for additional account-usage metrics. 

Once an admin has identified users who are not connected to the plugin, they can troubleshoot their pairing issues.

Requirements for viewing VDI client users not connected to the VDI plugin

• Business or Enterprise account
• Account owner or admin privileges

How to find users not connected to the VDI plugin for a specific meeting

To find users who do not have the VDI Plugin connected:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Dashboard.
4. Click the Meetings tab.
5. On the Meetings tab, click Past Meetings.
6. Click on the desired meeting.
   The Meeting Details page will be displayed.
7. Under the Participants tab, click Add other filters, then click VDI Plugin Status.
8. Select Unoptimized, then click Apply.
   The participants using the VDI client but unable to connect to the VDI plugin will be displayed.

How to view the percentage of users using the VDI client without the VDI plugin being connected

To view the percentage breakdown of who does or does not have the VDI Plugin connected:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Dashboard.
4. Click the Meetings tab.
5. On the Meetings tab, click Past Meetings.
6. Under Search Type, select User Level.
7. Under Group By, select VDI Plugin Status.
   A donut chart for participants' VDI plugin status will be displayed.
8. (Optional) Click Others to remove it from the chart and view only VDI client users.

How to resolve VDI plugin connection issues

The most common reasons the VDI plugin isn't connected are that it isn't installed, isn't up to date, or is installed but not set up. Learn more about troubleshooting VDI plugin issues.

Error descriptions

Here are common errors and descriptions you may see in the dashboard:

• Not Running a VDI Desktop Session: The Zoom VDI Client is being used, but not inside a virtual machine. (Zoom could not find an active VDI session, and the operating system does not think the user is on a local console either — meaning the receiver/client (Citrix Workspace App, Horizon Client, RDP, etc.) is presumed to have been closed or never started.)
• Plugin is too new or old to work with VDI Client: Make sure the proper VDI Plugin or Client is installed to ensure compatibility. The VDI Client can auto-detect this incompatibility state and prompt the user to install the proper plugin version.
• Fail as hang in connect api of SDK: The connection process took too long due to a network issue, or the Zoom VDI Plugin was not installed or connected. If the problem persists, contact Zoom Support.
• Not allowed to open channel: The Zoom VDI channel may be blocked by your VDI vendor. Try adding the Zoom VDI-related channel to your allowlist, for example.
• Far end cannot be recognized as Zoom Plugin: Universal Plugin missing when using Citrix. Try troubleshooting or reinstalling the Zoom VDI Plugin.
• Failed to open channel due to unknown error: Universal Plugin missing when using AVD/Windows365. Try troubleshooting or reinstalling the Zoom VDI Plugin.
• Running on physical machine: Universal Plugin missing when using Amazon WorkSpaces. Try troubleshooting or reinstalling the Zoom VDI Plugin.
• Channel not found: Universal Plugin missing when using Horizon (VMware). Try troubleshooting or reinstalling the Zoom VDI Plugin.