Dell VxRail: VMware Tools stops running on VM, Unable to RDP to VM, Unable to Ping VM
Summary: VMware Tools stop running on VM, unable to RDP to VM, and unable to ping VM.
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Symptoms
VMware tools keep failing to run.
When pinging the VM, it times out:
When the user logs in to the console of the VM in vCenter, the VM becomes responsive and VMware Tools is running:
In the vmware.log of the affected VM, you see the following message:
When pinging the VM, it times out:
When the user logs in to the console of the VM in vCenter, the VM becomes responsive and VMware Tools is running:
In the vmware.log of the affected VM, you see the following message:
vcpu-0| Your guest has entered a standby sleep state. Use the keyboard or mouse while grabbed to wake it. vcpu-0| --------------------------------------- vmx| GuestRpcSendTimedOut: message to toolbox timed out. vmx| GuestRpcSendTimedOut: message to toolbox timed out. vmx| GuestRpc: app toolbox's second ping timeout; assuming app is down
Cause
This issue occurs when the Microsoft operating system goes in to sleep mode due to power management within the virtual machine. It turns off all devices, including the networking card. You can only wake the virtual machine directly from a console session, from vCenter Server or on the ESXi host it resides on.
Check that VMware Tools are at a supported version for the guest operating system.
- See VMware article VMware Tools compatibility with guest operating systems
- See VMware article vmtoolsd crash issue on RDSH using VMware Tools 11.0.0, 11.0.1, 11.0.2, 11.0.3, 11.0.4, or 11.0.5
Resolution
To resolve this above issue, disable Power Management within the guest operating system.
Set the power and sleep timer to "NEVER."
See VMware article Microsoft Windows-based virtual machine loses network connectivity with the error 'Your guest has entered a standby sleep state. Use the keyboard or mouse while grabbed to wake it"
for further reference.
Set the power and sleep timer to "NEVER."
See VMware article Microsoft Windows-based virtual machine loses network connectivity with the error 'Your guest has entered a standby sleep state. Use the keyboard or mouse while grabbed to wake it"
for further reference.Additional Information
Affected Products
VxRail P570FProducts
VxRail P570FArticle Properties
Article Number: 000068076
Article Type: Solution
Last Modified: 07 Oct 2025
Version: 5
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