Troubleshooting

Typical issues

There is no connection to the workstation module over Citrix ICA.

The issue when device redirection fails to work over Citrix ICA may be caused by the ICA policy that disallows virtual channels by default. Our device redirection products require virtual channel for its operation.

Go to Citrix Studio - Policies and check the Virtual channel allow list policy settings. For proper device redirection this policy should be either disabled, or containing virtual channel and path required by FabulaTech products:

CITRDP3,C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlsv.exe

More information can be found in the Citrix documentation.

Cannot connect to remote side after installing (reinstalling) Citrix Receiver/Workspace, VMware View Client, Amazon Client, Teradici Client.

The connection to remote side might be lost after installing (reinstalling) remote desktop access software on Workstation side (i.e. Citrix Receiver/Workspace, VMware View Client, Amazon Client, Teradici Client).

As result, a message No connection to workstation module appears on remote side.

It is needed to restart FabulaTech Netlink 3 supervisor service or reboot workstation side, and the issue will be resolved automatically.

Device redirection stops working for no obvious reasons or after Windows or FabulaTech software update. USB port where the device is plugged is still the same.

When device redirection fails, it becomes grayed out in the USB for Remote Desktop (Server) tray menu and doesn't react to any action.

Try to re-plug the device into the same USB port.
Try to plug the device into another USB port.
Try to remove and reinstall the device from Device Manager on local (Workstation) side:
- launch the Device Manager (press Win+R and enter devmgmt.msc);
- in the "Universal Serial Bus controllers" category find incorrectly working device. It will be marked with special icon:
or with this icon: - select faulty device, press Del and confirm deletion;
- reinstall the device again (click Scan for hardware changes under the Action menu).
Try to uninstall USB for Remote Desktop (Workstation) part manually and reboot the computer. Then install it again.

Device redirection does not work immediately after USB for Remote Desktop installation or after plugging the device into another USB port.

When device redirection fails, it becomes grayed out in the USB for Remote Desktop (Server) tray menu and doesn't react to any action.

Try to plug the device into another USB port. If Windows version older than 8.1 use USB 2.0 instead of USB 3.0. Some USB 3.0 hub drivers in older Windows versions does not match the USB specification completely.

Device displays in USB for Remote Desktop (Server) tray menu as redirected, but is not present in Device Manager or does not work properly with its application.

Try to enable UseLegacyBus option. To do this, download the legacyBus.reg file on the computer where USB for Remote Desktop (Server) is installed and apply it. Alternatively, create the UseLegacyBus DWORD value in the following registry location and set its value to 1:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\ftusbrdsrv

Changes will be applied after device disconnect/reconnect in the USB for Remote Desktop (Server) tray menu.

Previous methods do not work but the device needs to be redirected.

When device redirection fails, it becomes grayed out in the USB for Remote Desktop (Server) tray menu and doesn't react to any action.

There is a fallback method to redirect the device manually using device driver substitution.

Warning!
Being manually redirected, the device will be unavailable for local use. Manual redirection cannot be stopped using USB for Remote Desktop (Server) tray menu. To stop manual redirection, rollback driver substitution as described below.

Do these steps on local (Workstation) side:

launch the Device Manager (press Win+R and enter devmgmt.msc);
in the Universal Serial Bus controllers category find the device which should be redirected;
right-click on the device and select Update Driver Software... option;
click Browse my computer for driver software;
select Let me pick from a list of device drivers on my computer;
remember which driver is currently in use in order to revert changes and stop redirection later;
if you need to redirect the device, select FabulaTech USB driver;
if you need to stop device redirection, select appropriate driver from the device vendor;

If there is a bug with the functionality of our software, do the following:

Enable logging.

On the computer where USB for Remote Desktop (Server) is installed, download the enable_logs_usbrd_srv.reg file and apply it.
Alternatively, launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 3:

32-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\USB for Remote Desktop Server
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\USB for Remote Desktop Server
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

Restart the services: FabulaTech USB for Remote Desktop (Server Core) and FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press Win+R, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.)
Enable logging on the USB for Remote Desktop (Workstation) side.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Collect the logs.

After you enable logging and restart the services, log files will be created in the following location:
C:\ProgramData\FabulaTech\

Add this folder to archive (right-click, then point to Send to and select Compressed (zipped) folder).

Send compressed logs to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.

Disable logging (in order to improve the performance of your PC).

On the computer where USB for Remote Desktop (Server) is installed, download the disable_logs_usbrd_srv.reg file and apply it.
Alternatively, you can launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 0:

32-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\USB for Remote Desktop Server
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\USB for Remote Desktop Server
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

Restart the services: FabulaTech USB for Remote Desktop (Server Core) and FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press Win+R, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.)

If the process crashes, do the following:

Enable dump creation.

This feature is not enabled by default. Enabling the feature requires administrator privileges.

To enable Crash Dump, download the enable_dump.reg file and apply it.
Alternatively, enable and configure this feature using the following registry values under the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps key:
```
- value: DumpFolder, type: REG_EXPAND_SZ, data: %LOCALAPPDATA%\CrashDumps
- value: DumpType,   type: REG_DWORD,     data: 2
```
Reboot your PC.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Collect dump file.

Location of crash dumps:

1. Applications:

%LOCALAPPDATA%\CrashDumps

2. System services:

%WINDIR%\System32\Config\SystemProfile\AppData\Local\CrashDumps

Or, in case of 32-bit service on Windows 64-bit OS:
%WINDIR%\SysWOW64\Config\SystemProfile\AppData\Local\CrashDumps

3. Local and Network services:

%WINDIR%\ServiceProfiles\LocalService\AppData\Local\CrashDumps
%WINDIR%\ServiceProfiles\NetworkService\AppData\Local\CrashDumps

If not configured properly:

C:\ProgramData\Microsoft\Windows\WER\ReportQueue\

Add the crash dump to archive (right-click, then point to Send to and select Compressed (zipped) folder).

Send compressed dump to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.

If there is a BSOD caused by our software, do the following:

Enable kernel memory dump.

Open the Start Menu, select Control Panel - System.
Find the Advanced/Advanced system settings section.
In the Advanced/Advanced system settings section, click on the Settings button under Startup and Recovery.
Select Kernel memory dump from the Write debugging information drop down menu.
Check both the Write an event to the system log and Automatically restart boxes.
Reboot your PC.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Find the file MEMORY.DMP (located on %SystemRoot% folder).