PCoIP TROUBLESHOOTING STEPS: USB peripherals (15134-933)
Important: If you are unable to access the sign-in link or if the page navigation seems broken, force refresh your browser's cache. From Windows and Linux browsers, use Ctrl+F5. From Mac browsers, use +Shift+R.

PCoIP TROUBLESHOOTING STEPS: USB peripherals (15134-933)

This article provides a brief list of troubleshooting steps for common issues involving USB peripherals (e.g. DVD drives/burners, keyboards, mice, usb, smart phones, storage devices, hard drives, scanners, printers). This is not intended to be a comprehensive troubleshooting guide, but it does cover many of the common issues that have been reported.

Scenarios included:

  1. USB device does not work on VMware View virtual desktops.
  2. USB device does not work on Remote workstations using PCoIP host cards.
  3. Poor USB performance.
  4. USB device is a HID device that is automatically terminated on the zero client.
  5. USB device fails when first accessed.
  6. USB device fails when first accessed on a Tera 1 device.

Scenario 1:

VMware View virtual desktops

  1. Confirm that the issue is not with the specific peripheral unit.  Test another unit to confirm whether it is a specific unit failing;
  2. Test the peripheral on a physical PC with the same version of Windows as in the virtual desktop.  If the USB device does not work, then it is a Windows driver issue.  Contact the USB peripheral vendor for support;
  3. Test the peripheral on a VMware View Client (e.g. thin client, notebook or re-purposed PC).  If the USB device does not work, then it is a VMware USB driver issue. Please also review this article before contacting VMware for support. Why is my redirected USB device not working after installing/upgrading the Horizon View Agent? (15134-2429);
  4. If USB device does not work, check the AWI Attached Devices status.
    After upgrading to firmware 3.5.0 I now get a message that my USB devices failed authorization. (15134-899) ;
  5. Test on a PCoIP zero client running the latest firmware.  If the USB device does not work, then gather the client logs and the associated virtual desktop logs and open a ticket with Teradici:
  6. For View 5.0.1 or earlier you experience device connectivity problems. Consider reattaching the USB audio device to the zero client.

Note: Windows XP 32 bit hosts in session with the VMware view client 5.1 may experience brief audio outages. There is no known work around at this time.

For USB audio issues please see http://kb.vmware.com/kb/2047808 .

Scenario 2:

PCoIP Host Cards

  • Is the client a VMware View client?  Connecting a View client to a PCoIP host card supports HID (i.e. keyboard/mouse) devices only for firmware 4.1.x and prior and View 5.x.
  • Connecting a zero client to both PCoIP host cards and View desktops may experience USB device connectivity problems when connected to the View desktop.
    • Workaround: After ending a session with a PCoIP host card, reset the zero client before establishing a session with a View desktop.
  • Test the peripheral directly on a USB port of the host PC (the PC that has the PCoIP host card installed).  If the USB device does not work when directly connected to the host PC, then it is a host driver issue (i.e. Windows driver issue, or Linux driver issue for a Linux host PC). Contact the peripheral vendor for support.
  • Test on a PCoIP zero client running the latest firmware.  If the USB device does not work, then gather the client and host card logs and open a ticket with Teradici. How do I find the PCoIP event log files? (15134-4)

Scenario 3: 

Poor USB performance (See also Why are my USB data transfer speeds slow? (15134-788) )

Note: VMware View 5.0 does not support media playback or burning. Newer versions of Horizon View include enhancements which may improve the USB issue.

  • Slow file transfers from a USB device
  • Poor read/burn times when using CD/DVD drives
    • Check for network congestion
    • PCoIP Zero clients support USB 2.0 on firmware 3.5.x or newer

  • EHCI / OHCI Controllers
    • Disable EHCI in the PCoIP firmware (forces all USB devices to use OHCI controller)
    • Use a USB 1.1 hub for the device having the issue

If experiencing network issues please review pdf PCoIP Protocol Virtual Desktop Network Design Checklist

Scenario 4:

USB devices that are human interface device (HID) class will be terminated locally on the zero client.  However, some devices that advertise HID class must be terminated on the host virtual machine or host PC (when using a PCoIP host card). These devices will need to be bridged to the host. 

How do I bridge a USB device on a PCoIP zero client? (15134-616)

Some examples include:

  • Presenter tools
  • Dictation foot-pedals
  • Tablets
  • 3D mice
  • HID devices with features requiring a vendor specific driver (Logitech SetPoint driver)

Scenario 5:

USB devices (i.g. DVD drive, IP Phone, Scanner, Printer, Whiteboard) successfully connects to the zero client but upon first use the device fails and disconnects from the zero client. When accessing the USB device for the first time after it successfully connects, the device has a larger power draw which requires an external power source such as a powered USB hub. Another alternative is to use a Y or dual head USB cable.

The dual head USB cable has one end with two connectors that plug into the zero client, and the other end with one connector that plugs into the device. Only one of the connectors at the zero client end is used for data, but both provide power. As a result, the device can draw twice as much current as could be supplied by a single port.

Scenario 6:

USB devices using USB cables over 5 meters in length may not work when connected to a zero client.

The round-trip propagation delay of the USB cable is greater than or equal to 52 ns, which corresponds approximately to about 5m (16.4 ft) of cable-length.  The USB specification requires a USB cable to have a maximum propagation delay of 5.2ns per meter.  However, some low quality USB cables could have round-trip propagation delays in the order of 52ns even though they are less than 5m long. 

Try one of the following two fixes.

  1. If the USB cable is approaching the 5 meter length, use a shorter cable
  2. Use a USB hub between the zero client and the USB peripheral

Keywords: USB peripheral interoperability, USB performance


Rating:Rating of 1 Stars11 Votes
Was this answer helpful?YesNo

Knowledge Base

Topic Information
  • Topic #: 15134-933
  • Date Created: 02/10/2012
  • Last Modified Since: 03/08/2016
  • Viewed: 25575