Troubleshooting
Typical issues
Connection to the remote side might be lost after installing (reinstalling) remote desktop access software on Workstation side (i.e. Citrix Receiver/Workspace, Omnissa (VMware) Horizon Client, Amazon WorkSpaces Client, HP Anyware PCoIP Client).
As result, a message No connection to the workstation module appears on the remote side.
It is needed to restart FabulaTech Netlink 3 supervisor service or reboot the workstation side, and the issue will be resolved automatically.
If there is a bug with the functionality of our software, do the following:
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On the computer where URL for Remote Desktop (Workstation) is installed, download the enable_logs_wks.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\URL for Remote Desktop (Workstation) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\URL for Remote Desktop (Workstation) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Netlink 3
- Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press +, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.) - Enable logging on the URL for Remote Desktop (Server) side.
Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.
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).
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On the computer where URL for Remote Desktop (Workstation) is installed, download the disable_logs_wks.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\URL for Remote Desktop (Workstation) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\URL for Remote Desktop (Workstation) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Netlink 3
- Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press +, 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:
This feature is not enabled by default. Enabling the feature requires administrator privileges.
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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.
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:
- Open the
Start menu and start typing "environment" in the Search bar. - Select Edit the system environment variables. System Properties window will be opened.
- 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).
Contact us () to get further instructions.
Whitelisting (exclusion list configuration) for antivirus and security software
FabulaTech software operates at a low level within the operating system and may occasionally interfere with antivirus or security software that uses similar technologies.
To prevent conflicts and ensure proper operation of FabulaTech software, please add the following files and folders to your antivirus or security software's exclusion (whitelist) list.
C:\Program Files\FabulaTech\URL for Remote Desktop (Workstation)\fturlrdwks.exe C:\Program Files\Common Files\FabulaTech\Netlink 3\ftdcvproxy.exe C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlapi.dll C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnldynrdp.dll C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnliu.exe C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlping.exe C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlrdp.dll C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlsv.exe C:\Program Files\Common Files\FabulaTech\Netlink 3\ftvchan.dll C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlctx3.dll C:\Program Files (x86)\Common Files\FabulaTech\Netlink 3\ftnlrdp.dll C:\Program Files (x86)\Common Files\FabulaTech\Netlink 3\ftvchan.dll C:\Program Files (x86)\Common Files\FabulaTech\Netlink 3\ftnlapi.dll C:\Program Files (x86)\Common Files\FabulaTech\Netlink 3\ftnlctx3.dll C:\Program Files (x86)\Common Files\FabulaTech\Netlink 3\ftnlping.exe C:\Program Files\Common Files\FabulaTech\ftsupporter.exe
Please note that after adding the exclusions, a computer restart may be required to fully restore FabulaTech functionality.