Resolving Issues and Workarounds

This topic outlines some common issues and suggested solutions. For more troubleshooting details, see the Knowledge Base on the Teradici support website.

Common Issues and Solutions

Item Description Solution
1 The Local Cursor and Keyboard feature is enabled but the cursor response is sluggish when moving the mouse. This occurs if the mouse is not controlled by the client mouse driver. To check if this is the cause of the problem, log into the zero client web interface while a session is active and open the Info > Attached Devices page. The mouse Status field shows Locally Connected when the mouse is properly connected. If the status field is not Locally Connected:
  • Ensure the mouse is connected directly to one of the zero client USB ports.
  • If the mouse is connected to the client through a USB hub, ensure the zero client is running firmware release 4.1.0 or later and also ensure only HID devices are connected to the hub.
2 The local cursor does not move when the Local Cursor and Keyboard feature is enabled and the Send remote cursor position changes to the client feature is disabled. This happens if the mouse is not controlled by the client mouse driver. See the solution for the previous entry in this table.
3 Key presses on the keyboard are dropped when the Local Cursor and Keyboard feature is enabled and the latency of the PCoIP session exceeds 60 ms. This can occur if the keyboard is not controlled by the client keyboard driver. To check if this is the cause of the problem, log into the zero client web interface while a session is active and open the Info > Attached Devices page. The keyboard Status field shows Locally Connected when the keyboard is properly connected. If the Status field is not Locally Connected:
  • Ensure the keyboard is connected directly to one of the zero client USB ports.
  • If the keyboard is connected to the client through a USB hub, ensure the zero client is running firmware release 4.1.0 or later and also ensure only HID devices are connected to the hub.
This can also happen when the latency of the connection exceeds 150 ms. To fix this check the Enable Client Keyboard Repeat Detection box on the UI Features tab.
4 The Send Remote Cursor position changes to client feature does not work with a VMware View soft client. remote workstation card software release 3.5.20 includes support for sending host cursor changes to the client (see Remote Workstation Card Software Features Tab). This feature does not work with VMware View soft clients running releases prior to and including 5.0. This feature is supported in VMware View soft client releases 5.1 and later.
5 Animated cursors do not appear properly when the visible cursor is Local or Local and Remote. When the local cursor is visible and an animated cursor is active, the Remote Workstation Card Softwaredisplays only the first frame rather than all of the cursor frames. This results in a static cursor shape instead of an animated cursor.
Workaround: Set the visible cursor to Remote or disable the Local Cursor and Keyboard feature.
6 The Use these settings for the login screen button is grayed out. You must have Administrator rights to set the settings for the login screen. Under Windows Vista and Windows 7, User Account Control (UAC) prevents the PCoIP UI from accessing the registry.

Workarounds:

  • Disable UAC on Windows Vista systems
  • Set the UAC slider bar equal to Never Notify on Windows 7 systems.
Remote workstation card software release 3.1.11 and later prevents users from disabling the local cursor feature on the login screen because soft client HID devices require this feature to be enabled.

7 When multiple displays are connected to the zero client and the graphics software driver enables Clone mode (the same image appears on two screens), the local cursor feature is disabled. The current Remote Workstation Card Software does not support Clone mode.

Workaround: Disable clone mode.

8 Only the left, middle, right, forwards, and backwards buttons work on the mouse when local cursor and keyboard is enabled. The current Remote Workstation Card Software supports the left, middle, right, forwards, and backwards mouse buttons in local cursor mode.
9 The local cursor and keyboard is not automatically enabled at the login screen after the host PC finishes booting, even though it is enabled via the PCoIP UI. The local cursor and keyboard feature requires the PCoIP UI to be running. On some Windows systems, it may take up to 30 seconds before the PCoIP UI starts while in the login screen.
10 The local cursor speed is different than the Windows host cursor speed. The zero client local cursor does not use Windows’ host pointer speed nor acceleration settings. The local cursor speed is configured using the Local cursor speed slider on the UI Features tab or the zero client OSD.

The Cursor speed slider only works with zero clients. You cannot adjust the soft client cursor speed.

11 Some features in the UI are grayed out and the help tooltip says No link to the PCoIP device or Feature not supported. Ensure the installed version of the Remote Workstation Card Software is the same version released with the firmware on the PCoIP host and zero client (see Firmware Compatibility Matrix).
  1. Ensure the PCoIP session is active.
  2. Ensure the Host Driver Function is enabled (see Enabling Host Driver Function).
  3. Disconnect and reconnect the PCoIP session.
  4. Restart the PC or workstation.
  5. Uninstall and reinstall the Remote Workstation Card Software.
12 The Enable Local Cursor and Keyboard checkbox is grayed out. Hover the mouse over the Why is this unavailable? text. The tooltip that appears lists possible causes and solutions.
Review Requirements for Local Cursor and Keyboard.
13 On Windows XP 32-bit, the Windows standard arrow cursor is still shown on the login screen, even though it is set to hide. The current software exhibits this behavior on PCoIP sessions with 125 or more ms of network latency.
Try disconnecting and reconnecting the PCoIP session.
14 Keyboard and mice connected to the client do not work immediately after disabling the local cursor and keyboard. When the state of the local cursor feature changes to disabled, the zero client keyboard and mice must be enumerated by Windows. This process can take more than 30 seconds to complete.
15 The system is configured to use the client display topology settings but the settings are not activated when the PCoIP session starts. Open the Monitor tab of the UI and position the mouse over the Why are the client topology settings not in use? The tooltip that appears lists possible causes and solutions.

Review the requirements for using the client display topology settings in Requirements for Using the Client Display Topology.

See Problems with Rotated Displays for more details.

The problem might be caused by the graphics driver. Graphics driver problems include the graphics driver not responding to monitor hot plug events, rotating the display without properly informing the host OS and not providing accurate EDID information to the host OS. Upgrade the graphics driver to the latest supported version.

The graphics driver may not support the client display resolution setting. Try setting the client setting to Native. If this works, test other resolutions until an acceptable resolution is found.

The problem may occur if the zero client has a monitor connected to one of its DVI ports and the monitor is turned off. Either disconnect the monitor or turn on the monitor.

The problem may occur when switching between clients with different sized monitors. If this happens, reconfigure the topology settings using a utility on the host such as the Windows 7 Control Panel > All Control Panel Items > Display > Screen Resolution.

Try disconnecting and restarting the PCoIP session.

This problem can occur if the workstation is locked when the session starts. Windows imposes a security restriction that prevents applications from changing the display topology settings on locked workstations. In this scenario the Remote Workstation Card Software will attempt to activate the client topology settings after the workstation is unlocked.

16 Remote workstation card software does not work after modifying the audio permissions on the PCoIP host card. The PCoIP host card has a configuration setting that lets you enable/disable HD audio. This setting is configured on the host card’s Configuration > Audio page. If this setting is modified after the Remote Workstation Card Software is installed, the Remote Workstation Card Software does not work when the PC/workstation is rebooted.

Resolution:

  1. Uninstall the Remote Workstation Card Software.
  2. Modify the audio setting.
  3. Reboot the PC/workstation.
  4. Install the Remote Workstation Card Software.
17 Two cursors are displayed under the following conditions:
  • Local cursor and keyboard feature is enabled.
  • Visible cursor feature is Local.
  • An application is active that displays application specific cursors. Microsoft Paint is an application that displays application specific cursors.
This problem occurs under the following conditions.

Applications activated by clicking Run as administrator that create application specific cursors display two cursors when UAC is enabled.

Workarounds:

  • Do not run the application as the administrator.
  • Disable UAC on the workstation.
  • Set the visible cursor feature to Remote.
32-bit applications that create application specific cursors will display two cursors on 64-bit workstations.

Workarounds:

  • Run a 64-bit version of the application.
  • Set the visible cursor feature to Remote.

18 The zero client topology settings are not activated after connecting or disconnecting a monitor from the zero client while a PCoIP session is active. The Remote Workstation Card Software only activates zero client topology settings at the start of a session. If a monitor is plugged in OR unplugged while a session is active the Remote Workstation Card Software does not attempt to activate the zero client topology settings.

Workaround: Disconnect and re-establish the PCoIP session to activate the zero client topology settings.

The following table describes problems that affect older Remote Workstation Card Software releases or systems not running the recommended versions of firmware. For the recommended firmware release, see the Firmware Compatibility Matrix.

Troubleshooting Older Releases

Item Description Solution
1 The Image Quality Preference slider is grayed out. This occurs when the host card is not running a FW release that supports the image quality preference setting. Install FW release 3.5.0 or later.
2 The multimedia keys on the keyboard do not work when local cursor and keyboard is enabled. Remote Workstation Card Software releases prior to release 3.3.20 support only the standard keyboard keys.

Multimedia keys (USB HID usage page 12) are supported on systems running Remote Workstation Card Software release 3.3.20 or higher and firmware release 3.3.0 or higher.

Power keys (USB HID usage page 1) are supported on systems running Remote Workstation Card Software release 3.5.20 or later and firmware release 3.4.0 or later.

3 On a dual monitor setup with the local cursor enabled the Windows cursor is active on one display while the local cursor is active on the second display. This may occur while using Remote Workstation Card Software release 3.1.11 with firmware releases 3.0 and 3.1.x. These releases impose a restriction where the zero client’s lowest numbered DVI connector must be the left monitor in a horizontal display arrangement or the top monitor in a vertical display arrangement.

Solutions to the problem:

  • Install Remote Workstation Card Software release 3.2.20 or later and firmware release 3.2.0 or later, which no longer restrict the monitor arrangement.
  • If using Remote Workstation Card Software release 3.1.11 and firmware releases 3.0 or 3.1.x connect the zero client monitors according to the following rules. Horizontal display arrangements must connect the left monitor to the lowest numbered DVI port. Vertical display arrangements must connect the top monitor to the lowest numbered DVI port.
4 Zero client resets while connecting to a PCoIP host. This occurs under the following conditions:
  • Host is running firmware release 3.2.x.
  • Zero client is running firmware release 3.1.x.
  • remote workstation card software release 3.2.20 or higher is loaded on the PC/workstation.
Resolution:

Download firmware release 3.2.x or later to the zero client.

Debug Logs

The Remote Workstation Card Software for Windows writes debug information to log files that can assist in debugging problems. The files are stored in the following directories.

  • Windows XP:

    <Drive Letter>:\Documents and Settings\All Users\Application Data\Teradici Corporation\Remote Workstation Card Software\Logs

  • Windows Vista, Windows 7, and Windows 8.1:

    <Drive Letter>:\ProgramData\Teradici Corporation\Remote Workstation Card Software\Logs

Requirements for Local Cursor and Keyboard

The local cursor and keyboard feature depends on a number of requirements. If the Enable Local Cursor and Keyboard checkbox is grayed out, ensure the following requirements are met:

  • The PCoIP host and zero client both use the same firmware that supports local cursor and keyboard.

  • The Host Driver Function option is enabled on the PCoIP host and the PC or workstation is restarted after changing the option.

  • A PCoIP session is established between the PCoIP host and client.

  • The graphics card is not configured to scale the image (that is, not using technologies such as horizontal/vertical span mode from NVIDIA).

  • The graphics card is configured to use the monitor’s built-in scaling when a non-native resolution is selected.

  • The display(s) are not rotated.
    This is required for systems running firmware releases prior to 3.2.0 and Remote Workstation Card Software releases prior to 3.2.20. Systems using firmware release 3.2.0 or later and Remote Workstation Card Software release 3.2.20 or later can enable the local cursor with rotated displays on some systems. Section 7.5 describes some problems with using rotated displays.

  • If using firmware release 4.1.0 or higher and the mouse or keyboard are connected behind a USB hub, ensure only HID devices (keyboard and mouse) are connected to the USB hub.

  • If using a firmware release lower than 4.1.0, the mouse and keyboard are connected directly to the USB ports on the zero client (that is, the devices are not connected to a USB hub).

  • The mouse and keyboard devices function correctly with the zero client’s OSD.

  • Multi-monitor systems that arrange the monitors horizontally must connect the left display to the zero clients’ lowest numbered DVI connector and systems that arrange the monitors vertically must connect the top display to the zero clients’ lowest numbered DVI connector.
    Note: This requirement is true for systems running firmware release 3.0 and 3.1.x with Remote Workstation Card Software release 3.1.11. This requirement does not apply to systems running firmware release 3.2.0 or later and Remote Workstation Card Software release 3.2.20 or later.

  • The local cursor feature might not work with some non-native display resolutions. This only affects connections from zero client devices. We recommend you use the display’s native resolution or choose a resolution on which the feature works.*

Requirements for Using the Client Display Topology

Using the client display topology settings on the host depends on a number of requirements. If you see 'Why are the client topology settings not in use?' on the Monitors tab, ensure the following requirements are met:

  • PCoIP host and zero client are running firmware that supports using the client display topology settings (firmware release 3.2.0 or later).

  • The version of the VMware View soft client is release 4.6 or later.

  • The version of the Teradici PCoIP Software Client is release 1.0 or later.

  • The Use client topology settings when starting a session or resizing the soft client window tab is checked.

  • When using a zero client, the Enable Configuration checkbox on the zero client OSD Options > User Settings > Display Topology page is checked.

  • The Host Driver Function option is enabled on the PCoIP host and the PC or workstation is restarted after changing the option from disabled to enabled.

  • A PCoIP session is established between the PCoIP host and client.

  • The graphics card is configured to use the monitor’s built in scaling when a non-native resolution is selected.

Problems with Rotated Displays

Remote Workstation Card Software release 3.2.20 and firmware release 3.2 0 added support for rotated displays and using the client display topology settings. Depending on the workstation configuration, you may encounter problems if you use the Enable Local Cursor and Keyboard or Use client topology settings when starting a session or resizing the soft client window features. This section summarizes the issues and limitations.

  • Software clients running on Windows XP systems do not support rotation. On these systems, Windows does not report valid rotation information. To rotate the soft client window, run the client from a workstation running Windows Vista, Windows 7, or Windows 8.1.

  • Workstations running Windows XP with Nvidia graphics cards do not support rotation. The Remote Workstation Card Software cannot activate client topology settings if any of the client monitors are rotated and the local cursor feature will not work. To rotate a monitor, install Windows Vista, Windows 7, or Windows 8.1 on the workstation.

  • Workstations running Windows XP with AMD graphics cards do not support activating client topology settings if any of the client monitors are rotated.

  • The local cursor and keyboard feature might work on workstations running Windows XP with AMD graphics cards. Our testing showed the feature worked with the AMD FirePro RG220 and failed with the AMD Radeon HD 3650.

  • USB devices connected to Teradici Software Client hosts are not supported when connecting to Remote Workstation Cards or Remote Workstation Card Agents.