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 Diagnostics > 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 Diagnostics > 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. Host software release 3.5.20 includes support for sending host cursor changes to the client (see PCoIP Host 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 PCoIP Host 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.
Host 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 PCoIP Host 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 PCoIP Host 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 PCoIP Host 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 PCoIP Host 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.