Why is my WorkSpace stuck in the starting, rebooting, or stopping status?

Last updated: 2020-08-07

My Amazon WorkSpaces WorkSpace is stuck in the starting, rebooting, or stopping status. Why is this happening, and how can I fix this?

Short description

The WorkSpace status is determined by health checks of the WorkSpace’s components, such as PCOIP Standard Agent, SkylightWorkSpacesConfigService, or Web Access agent. Sometimes the WorkSpace’s operating system (OS) takes a long time to boot. Or, the WorkSpace’s components fail to report the actual status of the WorkSpace. These issues can cause the status to become stuck in the starting, rebooting, or stopping state.

Resolution

Review the following common causes and troubleshooting tips if your WorkSpace is stuck in the starting, rebooting, or stopping status:

Pending updates

If a reboot command is sent to the WorkSpace from the console or client application, then the WorkSpace might be busy applying updates. A reboot action also triggers any pending WorkSpaces component updates.

Windows updates or other operating system (OS) activity can delay the boot process, and WorkSpaces health checks might take longer to reflect the actual status. Wait a few minutes, and then try again to connect to the WorkSpace.

WorkSpaces services in stopped state or blocked by antivirus software

To verify that the required WorkSpaces services are started at the OS level, follow these steps:

  1. Connect to the WorkSpace using Remote Desktop Connection (RDP).
  2. Open Administrative Tools. Then, open the context (right-click) menu for Services and choose Open. If the Status is Stopped for any of the following services, open the context (right-click) menu for the service, and then choose Start:
    STXHD Hosted Application Service
    PCoIP Standard Agent for Windows
    SkyLightWorkspaceConfigService

    The Status now indicates Running.
  3. Verify that the Startup Type for all three services is set to Automatic. To change the Startup Type, open the context (right-click) menu for the service, and then choose Properties. For Startup type, choose Automatic, and then choose Ok.

If the status of the three services is Running, then the services might be blocked by antivirus software. To fix this, you can set up an allow list for the locations where the service components are installed. For more information, see Required configuration and service components for WorkSpaces.

Network adapters enabled

Verify that both network adapters on the WorkSpace are enabled.

  1. Connect to the WorkSpace using RDP.
  2. Open the Start menu, and then navigate to Control Panel > Network and Internet > Network and Sharing Center.
  3. Verify that there are two networks listed in the View your active networks section. If there is only one network listed, then choose Change adapter settings. Confirm that Ethernet 3 is enabled. If necessary, open the context (right-click) menu for Ethernet 3, and then choose Enable.

Restart the WorkSpace

If you are still experiencing issues, restart the WorkSpace from the Amazon WorkSpaces console. Wait a few minutes for the WorkSpace to come online, and then try again to connect to the WorkSpace. The status of the WorkSpace will change within 90 minutes.


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