Troubleshooting¶

This topic tables some common issues and suggested solutions. If your problem is not listed, you can capture additional debug information by starting the Remote Workstation Card Software executable with the optional parameter -ll=4, which enables debug logging (see Remote Workstation Card Software Daemon Configuration Files for configuration options).

Item	Description	Solution
1	When a user logs in, this popup message appears: PCoIP Remote Workstation Card Software Error Could not start the agent. Another instance of the agent is already running or the last instance of the agent did not exit properly. Close the other instance or delete the file '/tmp/pcoip_hostsw.pid' and try again.	This occurs when a user’s login script calls pcoip_ agent or pcoip_starthostsw. The Remote Workstation Card Software daemon automatically starts the Remote Workstation Card Software executable, eliminating the need for users to start the program when they log in. Modify the user’s login script so it does not call pcoip_agent or pcoip_starthostsw.
2	When connecting from a software client, the display is scaled strangely.	Add this line to Device section of /etc/X11/xorg.conf: Option "FlatPanelProperties" "Scaling = Native"
3	Client topology is not applied correctly.	Verify that the host Xserver can support the desired topology by setting it with display manager or command-line xrandr.
4	Client topology is not applied correctly, including: Not all client windows are enabled (one or more displays are blank). The local cursor overlay is out of sync with the remote cursor. Some or all display rotations are not applied. The primary display specified by the client is not the actual primary display.	Possible solutions: Restart Remote Workstation Card Software: Right-click the PCoIP icon and select restart. If the icon is not visible, from a terminal type "killall pcoip_agent". Disconnect and reconnect the session. Restart X windows to terminate all running applications: Log out and log in again. Press Ctrl-Alt-Backspace.
5	Incorrect topology applied after connecting or disconnecting (hot plug) Zero Client monitors while a session is active.	The current Remote Workstation Card Software does not support hot-plugging Zero Client monitors while a session is active. Resolution: Disconnect and restart the PCoIP session.
6	When the login screen is active on multi-monitor systems, the primary display specified by the client topology settings might not be the actual primary display.	The Linux login screen sometimes doesn’t correctly process dynamic topology updates. Resolution: Restart the X server by pressing Ctrl-Alt-Backspace.
7	The pcoip_agentapplication does not start.	Delete the lock file /tmp/pcoiphostsw.pid if it exists and start the UI application.
8	The local cursor overlay is out of sync with the remote cursor when the display is rotated by 90, 180, or 270 degrees.	The current Remote Workstation Card Software does not support local cursor on rotated displays: If xrandr version 1.1 or lower is installed on the workstation. The “-notopo” option is specified when the createRPM script runs. Resolution: Do not rotate any displays or use a workstation with xrandr version 1.2 or greater with the “-notopo” option when running the createRPM script.
9	Only the left, middle, right, forwards, and backwards buttons and horizontal scroll wheel work on the mouse when local cursor and keyboard is enabled.	The current Remote Workstation Card Software supports only the left, middle, right, forwards, and backwards mouse buttons and horizontal scroll wheel in local cursor mode.
10	A session is active with a soft client and the Local Cursor and Keyboard feature is not enabled at the login screen after the host workstation finishes booting.	By default, the Remote Workstation Card Software daemon enables the Local Cursor and Keyboard feature when the login screen is active and a session is active with a soft client. Resolution: Verify the daemon configuration file /etc/pcoiphostswd.conf does not exist. If the file exists, verify the daemon is enabled.
11	The local cursor speed is different from the X Windows cursor speed.	The local cursor does not use X Window’s pointer speed or acceleration settings. The local cursor speed of the Zero Client is configured by the PCoIP UI. The local cursor speed of the soft client is controlled by soft client system’s mouse driver.
12	The Enable Local Cursor and Keyboard checkbox is grayed out.	System configuration may not meet requirements. See "Requirements for Local Cursor and Keyboard".
13	The PCoIP UI icon does not appear in the system tray. Instead it appears on the desktop, typically in the upper left hand corner of the screen.	This occurs when the PCoIP UI starts running before the desktop manager has finished booting. Resolution: Delay starting the PCoIP UI by modifying the daemon Host SW Login Start Delay.
14	The local cursor feature only works on systems where all active host displays are connected to a single client.	This restriction exists because the client sends absolute cursor data to the host. For this to work properly the client topology must match the host topology. If the topologies do not match, the local and remote cursors will not be in sync. Resolution: Ensure all active host displays are connected to a single client.
15	The Remote Workstation Card Software does not work in host systems with multiple PCoIP Remote Workstation Cards.	The current Remote Workstation Card Software does not work in systems with more than one PCoIP Remote Workstation Card.
16	Only one instance of the UI can run on the workstation.	Multi-user mode is not supported. Do not attempt to run multiple instances of the UI.
17	The pcoip_host.kokernel driver does not load.	Open the file /var/log/messages and search for messages with “kernel: pcoip_host:”. View details that are typically hidden while the system boots and look for startup errors and verify pcoip_host loads.
18	The Local Cursor and Keyboard feature does not support entering and exiting low power modes (hibernate and standby). This feature may stop working on systems that exit low power state.	Users wishing to put the workstation in a low power state should shut down/restart the workstation after exiting a low-power state.
19	Key presses on the keyboard are dropped when the Local Cursor and Keyboard and Client Keyboard Repeat Detection features are enabled, the latency of the PCoIP session exceeds 60 ms and the keyboard is connected behind a USB hub.	Resolution: Connect the keyboard directly to the Zero Client and ensure only HID devices (keyboard and mouse) are connected to the USB hub.
20	When the mouse is connected to the Zero Client behind a USB hub and Local Cursor and Keyboard is enabled: If remote cursor synchronization is also enabled, the local cursor movement is not smooth. If remote cursor synchronization is disabled, the local cursor does not move.	Resolution: Connect the mouse directly to a Zero Client USB root port and ensure only HID devices (keyboard and mouse) are connected to the USB hub. Note: Some Zero Clients contain an integrated USB hub. USB devices connected to some USB ports are connected to a hub rather than a root port. See see Knowledge Base How to identify which USB port on my PCoIP Zero Client is behind an integrated/internal USB hub? on the support website.
21	The following error message appears when starting the `pcoip_ agent` application: `Xlib: extension “RANDR” missing on display “:0.0”`.	This has been observed on a CentOS 6.2 system while Xinerama is enabled. Resolution: Disable Xinerama or ignore the error message.
22	Both the remote and local cursors are visible when the Visible Cursor(s) option is Local.	Known Issues when Hiding the Remote Cursor describes known issues associated with hiding the remote cursor.
23	The Visible Cursor(s) dropdown menu does not include the Local option.	Known Issues when Hiding the Remote Cursor describes known issues associated with hiding the remote cursor.
24	The local and remote cursors are not in sync or the cursor movement does not match mouse movement.	Typically the Linux distribution requires changes to the X Windows xorg.conf file. For details, see step 5 in section 3.4 "Installing PCoIP Remote Workstation Card Software Binary RPM". This might happen if TwinView is enabled on the workstation and the `–t` command line option is not specified when starting the Remote Workstation Card Software executable. This might also happen on multi-monitor workstations with Xinerama enabled running CentOS 6.3 and version 310.19 of the nVIDIA driver. Resolution: Add the `–t` option to the HostSWOptions setting in the daemon configuration file and restart the Remote Workstation Card Software.
25	The local and remote cursors are not in sync, or the cursor movement does not match mouse movement after changing the number of active monitors or the display resolution settings while logged in, or the monitor(s) is blank after connecting to a workstation.	Resolution: Log off and log on again or press Ctrl-Alt-Backspace. Both actions restart the X server and may fix the problem.
26	The workstation is not locked after a PCoIP session ends while a user is logged in and the Lock host PC upon session termination feature is enabled.	The Remote Workstation Card Software calls the pcoip_lockscreen script to lock the screen. For details on the location of the script, see "Installing PCoIP Remote Workstation Card Software Binary RPM". Resolution: Modify the script to lock the screen.
27	While connected to a workstation over a PCoIP session, mouse movements are slow and the bandwidth from the host to the client is high when the desktop image is static.	Most likely the graphics card has enabled temporal dithering. For details on temporal dithering, see "PCoIP Remote Workstation Card Software Installation".
28	The UI closes after clicking Apply on the UI Monitor tab.	This is a known problem that will be investigated in the future. Resolution: Re-open the UI after clicking Apply.
29	The PCoIP UI icon appears as a vertical bar instead of the PCoIP icon in the system tray.	This is a known problem that will be investigated in the future. Resolution: Right-click the UI and select Restart Host SW or kill the `pcoip_agent` process by typing `killall pcoip_agent`.
30	Sometimes the client displays an arrow cursor shape with an “L” in it when Local Cursor and Keyboard is enabled and the Local cursor is visible.	See "Known Issues When Hiding the Remote Cursor" for scenarios that might cause this. This problem also occurs when the size of the host drawn cursor bitmap exceeds a limit negotiated by the client and host at the start of a session.