Release Notes

Graphics Agent for Windows 21.01.6

  • The PCoIP Graphics Agent for Windows requires a license registration code (for Teradici Cloud Licensing), or a license activation code (for Local License Servers). If you are a new user, request a registratration code for a full evaluation.

  • When reporting issues to Teradici, run the SupportBundler.exe application and include the output it generates.

Release 21.01.6 of the Graphics Agent for Windows is a maintenance release which replaces and deprecates 21.01.5. It includes the following:

  • Fixes an issue that prevented earlier releases from installing correctly. Note that the new 21.01.6 release may fail to install the first time the installer runs; if this occurs, re-run the installer.
Resolved Issues

None.

Known Issues

Soon to expire licenses can cause licensing failure for new host

117440

If a license server is operating in a different timezone than the PCoIP Agent and a license is still valid in the timezone of the PCoIP license server but considered expired in the timezone of the PCoIP Agent, then a PCoIP session can be denied with a licensing error.

This issue only affects hosts that do NOT have a valid license granted previously.

Workaround:

Wait until the following day in the timezone of the license server.

Session fails to start with PCoIP Ultra GPU or Auto Offload enabled

112285

If you are unable to start a session with PCoIP Ultra GPU Offload or Auto Offload enabled it may be due to a lack of GPU memory. This can be verified by looking for "out of memory" in the PCoIP server log.

Workaround:

Potential workarounds are:

  • disable PCoIP Ultra GPU Offload or Auto Offload
  • reduce the number of displays connected to the client.
  • reduce the resolutions of the displays connected to the client until a session can successfully be started.

PCoIP single sign on will fail if a popup is shown on the secure desktop (Ctrl+Alt+Del screen)

107689

When a popup is shown on the secure desktop e.g. "Incorrect password or username" or "Smartcard subsystem failure", PCoIP SSO cannot be started.

Workaround:

User will still get a PCoIP session when SSO failed, dismissing the popup and finishing logon manually will allow future connections to SSO successfully. A popup should also be dismissed automatically if no user activity is detected for 2 minutes.

Left over traces of Teradici in NVIDIA control panel after PCoIP Graphics Agent uninstall

102069

During normal operation the PCoIP Graphics Agent for Windows will populate information about remoted displays into the NVIDIA graphics stack. This information is provided by PCoIP clients either for the real displays they have attached or a virtual display when the client is run windowed.

This information is left populated in the NVIDIA driver between PCoIP sessions to improve re-connection times. It is also left populated if the Agent software is uninstalled.

Workaround:

Left over client display information can be manually removed from the NVIDIA control panel using the following steps. # Open the NVIDIA control panel # Navigate to the "View System Topology" view (this is typically nested under "Workstation" settings) # Look under each graphics card for displays that appear to have an EDID loaded from file # Click the +EDID+ link to bring up the EDID management dialog # Navigate to the "Unload" tab in this dialog and check the box next to each EDID where the status is listed as "File" # Click the "Unload EDID" button to purge this information from the graphics driver

PowerShell scripts cannot be executed by PCoIP Agent Installer

101924

Folder where the PowerShell.exe binary is located is not present in the Windows system environment variable PATH.

Workaround:

Ensure that folders "%SYSTEMROOT%\System32\WindowsPowerShell\v1.0\" and "%SYSTEMROOT%\System32" are present in the System variable PATH.

ZoomText is not supported on Windows Graphics Agent

100893

ZoomText cursor and magnification features get internally disabled when launched with Windows Graphics Agent versions post 20.01.

PCoIP Agent and PCoIP License Server commands have the same name

99245

When both the PCoIP Agent and PCoIP License Server are installed on the same machine, they will both try and create the command pcoip-list-licenses and pcoip-support-bundle, which causes one to overwrite the other's command. Whichever is installed or updated last will be the one that the command will map to.

Workaround:

It is advised not to install the PCoIP License Server and PCoIP Agent on the same machine

Wacom tablet bridging: Cursor issue with Windows Ink setting enabled

97596

When a Wacom tablet is running in bridged mode in a PCoIP session, the cursor may not be shown correctly with Windows Ink setting enabled in the Wacom Desktop Center.

Workaround:

Disable Windows Ink in Wacom Desktop Center. Applications which rely on Windows Ink feature may not work after turning off that setting.

Wacom display toggle does not work in local termination mode

97543

After connecting Wacom tablet in local termination mode, display toggle is not supported in the PCoIP session.

Workaround:

Connect Wacom tablet in USB bridging mode.

Custom resolutions may not work for NVIDIA in a multi display scenario

96847

It has been observed that in a a dual display scenario, with one display rotated the NVIDIA driver version 44166 (branch 441_58) does not apply custom resolution to the right display. As a result, the rotated display comes up as black.

Workaround:

This issue may not occur, if the custom resolution already exists in the list of resolutions for the display.

As a workaround, downgrade the NVIDIA Grid driver to 43179 (branch r430_00) to avoid this issue.

Sharp edges introduced in curves when using Wacom tablets

93214

Drawing with a Wacom tablet can introduce sharp edges when quickly drawing curves. This is more likely to happen under any of the following conditions:

  • Network latency greater than 25ms
  • Using large tablets such as Intuous Pro (L) or Cintiq 24 pro or larger
  • Drawing quickly
Workaround:

To reduce the likelihood of sharp edges, draw more slowly, establish a lower latency network connection, or use a smaller tablet.

Using Windows-p to adjust monitor behavior not supported

93160

Using the Windows-P key combination to adjust projector display types is not supported. Using this key combination and selecting "duplicate" may cause secondary displays to turn black.

Workaround:

Adjust your monitor configuration at the client, before the PCoIP session begins.

Wacom tablet force proportions setting causes cursor offset

93086

Enabling the Wacom tablet's force proportions setting will limit the tablet area to match the aspect ratio of the display, but the PCoIP Client misinterprets the cursor location and displays the cursor in the wrong place.

Workaround:

Map the Wacom tablet either to the entire desktop, or to one of the displays.

Using resolutions unsupported by the AMD GPU profile can cause display problems

91960

Using a display topology outside of the what the AMD GPU instance supports, display problems can occur. These issues include:

  • Non functional displays
  • Imaging artifacts
  • Loss of accelerated capture support
Workaround:

Generally, reducing the display topology to be within the Microsoft Azure instance type's support limitations and reconnecting will solve the problem. In severe cases, a full graphics driver reinstall or re-provisioning of the instance may be required.

High resolution portrait displays do not work with AMD GPU

91834

Portrait-oriented displays with a vertical resolution greater than 2160px are not currently supported by Cloud Access Software on AMD GPUs.

Workaround:

Reducing the resolution of the portrait oriented display to a value less than 2160 pixels may allow it to work,

Display resolution problems when using Windows Server 2019 and NVIDIA GRID 9.1 driver

91811

Display resolution may not work correctly on Windows Server 2019 instances when using the GRID 9.1 driver.

Workaround:

Upgrade to NVIDIA Grid 10.0 driver.

Wacom touch key for Display Settings does not work in a PCoIP session

91222

The "Display Settings" touch key for Wacom Pen Displays does not work in a PCoIP session. Windows hosts display a "Compatible display device not found" message when the user taps the touch key. Linux hosts do not display a message.

Workaround:

Do not use Wacom Display Settings touch key.

Wacom drawing issues on Windows Server 2019

90094

While using a Wacom tablet in a PCoIP session on Windows Server 2019, pen pressure is detected but drawing with the Wacom stylus does not work.

Workaround:

Start Wacom Tablet Properties app, switch to Mapping tab, and uncheck "Use windows ink" option.

# For Photoshop users:  Create a file “PSUserConfig.txt” with the following content. Place the file in "C:\Users*[User Name]*\AppData\Roaming\Adobe\\ Settings\"

*# Use WinTab*
*UseSystemStylus 0***

Uninstall failure: unable to delete TeraCleanupLogs schedule task

89323

Sometimes, PCoIP agent uninstall failed because it could not delete TeraCleanupLogs schedule task.

Workaround:

According to [https://superuser.com/questions/1475639/how-to-fix-broken-permissions-for-windows-scheduled-task], this is caused by security patch from Microsoft. 

Go to C:\Windows\System_32\Tasks\

  • Run the following command to find the hardlink to TeraCleanupLogs task.
fsutil hardlink list TeraCleanupLogs
  • Delete the hardlink to the TeraCleanupLogs task.

AMD displays not all present at first connect

86615

In some cases, the graphics driver may not be ready when the initial PCoIP connection is established on an AMD GPU Microsoft Azure instance. When this occurs, not all expected displays will be available.

Workaround:

Disconnect the PCoIP session and reconnect.

PCoIP session ends when using very large application window

86099

PCoIP supports a maximum application window width of 4096 pixels.  If an application window is stretched across multiple displays with a total width or height greater than 4096, the PCoIP session will end.

Workaround:

Do not stretch a window more than 4096 pixels, horizontally or vertically.

After Windows 10 upgrade, GPU acceleration stops working

85252

The PCoIP Graphics Agent loses its NVIDIA GRID connection with the GPU when Windows 10 is upgraded. When this happens, graphics performance is degraded and a yellow warning indicator appears in the top right corner of the display.

Workaround:

Open a command line prompt as an administrator, and execute the following command: c:\Program Files\Teradici\PCoIP Agent\GRID\reset_grid.bat

License registration is unreliable in KVM environments

80201

Retrieval of the VM_UUID can be unreliable when running under KVM. This can cause licensing failures when attempting to validate a license or start a session.

Wacom tablet cannot be mapped to non-primary display on Windows 7 and Server 2008

79144

This issue only affects Windows 7 and Windows Server 2008 SA.

After setting the Zero Client's tablet OSD setting to map to the non-primary display, pressing the Display Toggle function button on the tablet within PCoIP session does not map the Wacom tablet correctly to the monitors.

The issue can be seen in both local termination and bridged modes.

Workaround:

If monitor mapping is required for the Wacom tablet, only map the tablet to the primary display in the Zero Client's tablet OSD and in the Wacom properties.

Wacom tablet issues warning in device manager and is not functioning

79051

Wacom functions like clicking with the pen, side-buttons on tablet, and pen pressure sensitivity, do not work.

Workaround:

If Wacom drivers are already installed but the device is not working correctly then this could be because the drivers were installed with the Wacom tablet connected. In this case the recovery is to unplug the Wacom tablet, uninstall the Wacom drivers and reboot the VM. Once the system comes back up, install the Wacom drivers completely before connecting the Wacom device. You can find the Wacom drivers here.

If the Wacom tablet still is non-functional on the host machine then this could be due to the Wacom tablet not running the latest firmware. The best way to do this is to connect the tablet to a physical machine that also has the Wacom drivers installed. Under the Wacom Desktop Center, go to the "Update" tab to update the firmware of the tablet itself.

PCoIP Agent fails to start

72726

The PCoIP Agent requires port 60443 for proper operation. Unavailability of this port prevents the agent from starting.

The following PCoIP Agent log message can appear: AGENT :0894 Failed to bind required address ssl://127.0.0.1:60443: Cannot bind to port

Workaround:

Reboot the machine.

PCoIP Agent refuses connection with licensing error

72286

The Windows Management Instrumentation service can run into a bad state, which prevents PCoIP Agent from checking out a valid license. When this problem occurs, user will see the "no license" error on the client and should see the following error message in the PCoIP agent log:

Exception caught ( Error processing FNE capability response: [1,7E2,5,0[7000001B,0,C03F9]]  Response does not match system hostid. ) while sending a request for license renewal.
Workaround:

This problem was caused by WMI's inability to get host UUID. When running

wmic csproduct get UUID
Node - TERVDIW10DEV22
ERROR:
Description = The paging file is too small for this operation to complete.

The workaround is to restart Windows Management Instrumentation and PCoIP Agent for Windows service in sequence in Control Panel -> Administrative Tools -> Services. If the services won't restart then restarting Windows will resolve the issue.

Windows resolution change options are disabled after uninstalling PCoIP agent

71751

Windows display settings to change resolution are grayed out after uninstalling the PCoIP agent.

Workaround:

open regedit.exe , navigate to HKEYLOCALMACHINE\Software\Microsoft\Windows\CurrentVersion\Policies\System and set the value NoDispCpl to 0.

Wacom tablet PTH-451 not detected

71425

Wacom tablet PTH-451 may not be detected correctly when USB bridged to Cloud Access Software Agent for Windows with PCoIP software client for Windows. Software client for macOS and PCoIP Zero Clients work as expected.

Windows INK cursor location not updated

70173

When USB bridging a Wacom tablet to a Windows agent the cursor position is not updated while working in Windows INK.

Workaround:

Starting with PCoIP Agent 2.15 and when using Zero clients with a minimum firmware of 6.2.0.a2, Teradici recommends using local termination for the Wacom tablet.  This allows the cursor to be properly displayed in Windows INK.

Windows Interactive logon text interferes with PCoIP session connection

69794

Configuring Windows logon text will cause a PCoIP user to be unable to connect using the PCoIP client.  This is because the Single Sign-On implementation within PCoIP needs to be able to authenticate directly to the user desktop.

Workaround:

You can either disable interactive logon text or you can disable the PCoIP SSO.

Wacom tablet cursor fails to highlight some UI elements

68947

When moving the Wacom pen across the desktop some program controls do not highlight properly.

Workaround:

Remove long right mouse click from the pen settings in Windows.

Installation timeout in Windows 7 when system restore is enabled

67818

If system restore is enabled, PCoIP agent installation on windows 7 platform might fail due to time out.

Workaround:

Disable system restore

Cloud Access Software indicates no license

66566

Connection via PCoIP can fail stating a lack of license even though the system is properly licensed.  Additionally, issuing the pcoip-validate-license.ps1 command can fail resulting in a crash dump.

Workaround:

Rebooting the VM can restore proper licensing functionality.

PCoIP validate license reports unsupported version of Trusted Storage

66075

When executing pcoip-validate-license, the following error is displayed:

This version of trusted storage is not supported.
Workaround:
  1. Delete the contents of C:\ProgramData\Teradici\PCoIPAgent\licensing\5 in Windows, or /var/lib/pcoip-agent/licensing/5 in Linux (requires root permissions).

  2. Restart the appropriate agent service (PCoIP Graphics Agent or PCoIP Standard Agent on Windows, or pcoip-agent on Linux).

  3. If using Teradici Cloud Licensing (not using a local license server), re-register the host.

Licensing can fail if Windows WMI infrastructure is impaired

65660

Windows infrastructure failures can prevent PCoIP agent licensing to be acquired. If the PCoIP agent is not licensed, the user will not be able to connect to the remote machine.

Workaround:

Rebooting the machine may resolve the WMI impairment, enabling PCoIP licensing to be successfully acquired.

Changing window resolution while running a full-screen application may cause issues

63089

Some applications may not be able to handle resolution change when they are running in full-screen mode.

Workaround:

Exit affected applications before changing desktop resolution.

User may be required to log on twice

61632

Rarely, a user may be presented with the lock screen when connecting via PCoIP.

Workaround:

Authenticate a second time to gain access to the desktop.

GRID licensing fails after disabling then enabling GRID capture.

61247

GRID licensing fails after disabling NVFBEnable -disable then enabling NVFBEnable -enabling GRID capture, resulting in limitations in the number of monitors and resolutions available.

Workaround:

Teradici has included, as part of the PCoIP Graphics Agent install, a reset script to reset the graphics driver to a good state:

C:\Program Files (x86)\Teradici\PCoIP Agent\GRID\reset_grid.bat

You'll need administrator permissions to run the script. Before running the script, close all other applications, especially those that utilize the GPU. Teradici also recommends you disconnect and reconnect once the script has completed.

NVIDIA GRID licensing not enabled on Azure VM

61088

After starting (re-allocating) a previously stopped (de-allocated) VM in Azure, NVIDIA GRID licensing is not always enabled following VM boot up. This results in PCoIP sessions being limited to a single display with a maximum resolution of 2560x1600 pixels. Contact Microsoft Azure for help.

Workaround:

Restart Windows.

Cursor size larger than 64x64 pixels does not display correctly

57721

Display of cursors larger than 64x64 pixels can become truncated and can terminate the PCoIP session.

PCoIP Graphics Agent upgrade after disconnecting may not work on mapped drives

55408

If you manually download a new version of the PCoIP Graphics Agent and run it from a mapped drive from within a PCoIP session, the update will show an error and plan to continue the update offline while the user is disconnected. If the software installer is located on a mapped drive that the local system account does not have access to, the update will fail.

Workaround:

Copy the installer to a local drive first.

Multiple display issue occurs when NVIDIA GRID is not properly licensed

52157

If NVIDIA GRID is not properly licensed, connecting with multiple displays to a remote machine running PCoIP Graphics Agent may result in only one display being optimized with GRID performance. The other displays will work but will not be optimized with GRID, resulting in lower frames per second.

Workaround:

Ensure NVIDIA GRID GPU is properly licensed.

Duplicated screens in-session

51912

If an application sets the displays to 'duplicate', the user will be unable to restore the configuration to extend across multiple displays due to the controls being disabled.

Workaround:

Open the Projector Menu by pressing Windows key + P, then select Extend.

NVIDIA GPUs do not support Windows Sleep and Hibernate system power states (S3/S4 respectively)

51788

A small number of occurrences have been reported where Windows will crash (resulting in BSOD) when resuming from Windows Hibernate, when installed on a virtual machine equipped with NVIDIA GPUs. For details on sleep and hibernate behaviors supported by NVIDIA, contact and visit http://www.nvidia.com/object/support.html.

Workaround:

Avoid sleeping and hibernating PCoIP Graphics Agent that is configured to utilize NVIDIA GPUs.

Cursor pointer shadow is not supported with Windows 10

45095

'Enable pointer shadow' is not supported in a PCoIP session to Windows 10 PCoIP Graphics Agent.

Performance counters do not appear to collect data

45092

In some cases, even though the performance counters have been installed correctly, it may appear as if they are not collecting data. This occurs due to the fact that the user may have opened the 64-bit version of the performance monitor, while Teradici's performance counters are 32-bit only. As the counters cannot be loaded into the 64-bit version, Windows will disable data collection. A corresponding message in the Windows Event Log should indicate this as well.

Workaround:

To solve the issue:

  1. Click Start, click Run, type cmd, and then click OK.
  2. Type the following command, and then press Enter: mmc.exe /32 perfmon.msc. This command runs System Monitor in 32-bit emulation mode.
  3. Use System Monitor to determine whether the performance counter object is available.

System volume set to maximum after agent upgrade

42226

When upgrading to the latest PCoIP agent, audio volume is automatically set to maximum.

Workaround:

Manually set the audio to the desired volume after upgrading. Once set manually, the audio volume is maintained. The change in audio volume only happens at upgrade.

GRID capture fails with K520 card using VBIOS 80.04.ED.00.07

42099

NVIDIA K520 cards with Video BIOS (VBIOS) 80.04.ED.00.07 are known to cause a GRID capture failure resulting in the PCoIP Graphics Agent falling back to BitBLT capture. The VBIOS version currently installed on the NVIDIA card can be found via the NVIDIA Control Panel under System Information.

Workaround:

Update the VBIOS on the K520 card to the latest version. VBIOS 80.04.D4.00.03 is known to work.

PCoIP agent fails to connect when host has multiple NICs

40825

When a host computer has more than one network adapter, the system must be configured to inform which adapter to use for inbound PCoIP connections. You can do so by populating the PCoIPConnectionAddress registry value with your desired network interface.

Some software applications such as Npcap can create a virtual network adapter that will present additional Ethernet adapters. These configurations also require populating the PCoIPConnectionAddress registry value with your desired network interface.

Workaround:

In HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Teradici\PCoIPAgent, set the PCoIPConnectionAddress registry value:

"PCoIPConnectionAddress"="a.b.c.d"

Where a.b.c.d is your desired network interface). The type of the reg key is a string value: REG_SZ.

Agent installation may take a long time

22702

Teradici installs Microsoft Visual Studio 2013 C/C++ runtimes as part of the agent installation. Runtime installers create a system restore point which, on systems such as Windows 8, can take over 15 minutes. If the installer appears to be stalled when installing the C/C++ runtimes, it may simply be the runtime installers creating a system restore point.

Mouse pointer shadow is missing

1870

The mouse pointer shadow, which gives the mouse pointer a 3D appearance, is not available during PCoIP sessions.