TROUBLESHOOTING USB peripherals
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
USB devices does not work with HP Anyware PCoIP Agent
USB device does not work on VMware View virtual desktops.
USB device does not work on Remote workstations using PCoIP Remote Workstation Cards.
Poor USB performance.
USB device is a HID device that is automatically terminated on the PCoIP Zero Client.
USB device fails when first accessed.
USB device fails when first accessed on a Tera 1 device.
USB devices does not work with HP Anyware PCoIP Agent
- Confirm the USB support is enabled. (Enabled by default from HP AnywarePCoIP Agent 2.12 and above). How can I configure USB authorizations for HP Anyware and PCoIP Software Client?
- Confirm the device is not a isochronous device. These are not supported by default and require additional software from a HP Anyware Technology Partner. (See Peripherals in the list);
- Wacom tablets - Ensure you are on the latest version of HP Anyware PCoIP Agent and check the release notes for the latest Wacom support;
- Confirm that the issue is not with the specific peripheral unit. Test another unit to confirm whether it is a specific unit failing;
- 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;
- Ensure the USB device driver is installed on PCoIP Agent host.
- Ensure the USB device is connected in the PCoIP software client
- Check the USB device has not been detected as a HID device in the PCoIP Zero Client AWI. HID devices are not bridged by default and additional configuration is required to bridge the device. How do I bridge a USB device on a PCoIP Zero Client?
- Check there are no PCoIP GPO settings configured to restrict USB devices.
USB device does not work on VMware View virtual desktops.
- Confirm that the issue is not with the specific peripheral unit. Test another unit to confirm whether it is a specific unit failing;
- 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;
- 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 or upgrading the Horizon View Agent?;
- If USB device does not work, check the AWI Attached Devices status.
Upgrading from firmware 3.4.x or earlier, a message displays indicating my USB devices failed authorization - 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 HP Anyware:
- Set USB verbose logging on the PCoIP Zero Client
- Set level 3 logging on the virtual desktop
- Ensure you collect all pertinent logs (client, host and agent if required) How do I find the PCoIP event log files?;
- For Horizon View 5.0.1 or earlier you experience device connectivity problems. Consider reattaching the USB audio device to the PCoIP Zero Client.
- For Horizon View 6.x ensure that when installing the Horizon Agent you have also installed USB redirection if required. In earlier releases of Horizon View USB redirection was enabled by default.
- For Horizon View 7.0 and newer ensure that UEM (User Environment Manager) is not the cause of the USB device not working. UEM consists of policies that could be blocking or restricting the use of USB peripherals. If you are using UEM and are having issues with USB peripherals not working you should open an investigation with VMware to determine if UEM is at issue.
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 .
USB device does not work on Remote workstations using PCoIP Remote Workstation Cards.
- Is the client a VMware View client? Connecting a View client to a PCoIP Remote Workstation Card supports HID (i.e. keyboard/mouse) devices only for firmware 4.1.x and prior and View 5.x.
- Connecting a PCoIP Zero Client to both PCoIP Remote Workstation Cards and View desktops may experience USB device connectivity problems when connected to the View desktop.
- Workaround: After ending a session with a PCoIP Remote Workstation Card, reset the PCoIP 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 Remote Workstation 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 PCoIP Remote Workstation Card logs and open a ticket with HP Anyware. How do I find the PCoIP event log files?
Poor USB performance.
Poor USB performance (See also Why PCoIP Zero Clients cannot operate at USB 2.0 speeds of 480Mbits/s?)
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
- Network latency impacts USB throughput
- Check for Network congestion and packet loss
- PCoIP Zero Clients support USB 2.0 on firmware 3.5.x or newer
What are the requirements for USB 2.0 (EHCI) support on PCoIP Zero Clients?
- 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 reviewNetwork session checklist for PCoIP protocol LAN and WAN deployments
USB device is a HID device that is automatically terminated on the PCoIP Zero Client.
USB devices that are human interface device (HID) class will be terminated locally on the PCoIP Zero Client. However, some devices that advertise HID class must be terminated on the host virtual machine or host PC (when using a PCoIP Remote Workstation Card). These devices will need to be bridged to the host.
How do I bridge a USB device on a PCoIP Zero Client?
Some examples include:
- Presenter tools
- Dictation foot-pedals
- Tablets
- 3D mice
- HID devices with features requiring a vendor specific driver (Logitech SetPoint driver)
USB device fails when first accessed.
USB devices (i.g. DVD drive, IP Phone, Scanner, Printer, Whiteboard) successfully connects to the PCoIP Zero Client but upon first use the device fails and disconnects from the PCoIP 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 PCoIP Zero Client, and the other end with one connector that plugs into the device. Only one of the connectors at the PCoIP 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.
USB device fails when first accessed on a Tera 1 device.
USB devices using USB cables over 5 meters in length may not work when connected to a PCoIP 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.
- If the USB cable is approaching the 5 meter length, use a shorter cable
- Use a USB hub between the PCoIP Zero Client and the USB peripheral