Resolving Issues and Workarounds

This topic outlines some common issues and suggested solutions. For more troubleshooting details, see the Knowledge Center on the 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 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, and 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. 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 Software displays 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.
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 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.
14 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.
15 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.
16 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.
Workarounds:

  • Set the visible cursor feature to Remote.
17 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.

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 10:

    <Drive Letter>:\ProgramData\Teradici Corporation\PCoIP Host 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 Host Driver Function option is enabled on the PCoIP Remote Workstation Card and the PC 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.

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

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

  • 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:

  • The version of the VMware View soft client is release 4.6 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 Remote Workstation Card and the PC or workstation is restarted after changing the option from disabled to enabled.

  • A PCoIP session is established between the PCoIP Remote Workstation Card 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

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.

  • Workstations running Windows 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 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 PCoIP Software Client hosts are not supported when connecting to Remote Workstation Cards or Remote Workstation Card Agents.