Troubleshooting

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.

The connection to 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 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.

Some browsers have Audio Sandbox feature enabled which breaks audio in remote session. It should be disabled for correct audio redirection.

Google Chrome

Launch regedit, create the AudioSandboxEnabled REG_DWORD value in the following registry locations and set it to 0:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Google\Chrome
"AudioSandboxEnabled"=dword:00000000

Microsoft Edge

Launch regedit, create the AudioSandboxEnabled REG_DWORD value in the following registry locations and set it to 0:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge
"AudioSandboxEnabled"=dword:00000000

Other Chromium-based Browsers and Apps

Common workaround for chromium-based browsers as well as apps like WhatsApp, Sangoma Phone, Microsoft Teams, etc., is to edit their shortcuts adding the following argument:

--disable-features=AudioServiceSandbox

It may occurs if apps are blocked from using the camera. To allow access, go to Start menu, click Settings > Privacy.

Then click on Camera tab and turn on Let apps use my camera or Allow apps to access your camera (depending on Windows version).

A technological change made in Windows 10 Anniversary Update caused a problem where Webcam for Remote Desktop failed to work. To apply workaround, launch regedit and create a REG_DWORD values named EnableFrameServerMode with the value 0 in the following registry locations:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Media Foundation\Platform
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows Media Foundation\Platform

To undo this change, delete values mentioned above.

The current version supports all the popular models of Webcams and has been tested with the most of them. If your webcam fails to work with the product please contact our support team for help.

To view the playback from the web camera on the workstation side playback should not be running on the server side.

Webcam for Remote Desktop occupies the webcam on the workstation side in order to redirect it to the remote session. To access the webcam locally, make sure the playback is turned off.

It is strongly inadvisable to unplug the web camera if the video is being displayed at the moment.

If it happens, relaunch “FabulaTech WebCam Workstation Service” service on the workstation side. Finally log off the remote session and then log in.

The icon means that an error has occurred. The program is terminated. In order to continue, log off the remote session and then log in again. For more details refer to the following sections corresponding to the errors.

It means that you have logged in to the remote PC in the console session, not using remote desktop protocol.

Otherwise, if you really work in the remote session, restart the “FabulaTech Netlink 3 supervisor service” on the server side.

Finally log off the remote session and then log in.

1. On the computer where Webcam for Remote Desktop (Server) is installed, download the enable_logs_webcamrd_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\WebCam for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 
   

   64-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\WebCam for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

2. Restart the service: 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.)
3. Enable logging on the Webcam for Remote Desktop (Workstation) side.

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).

1. On the computer where Webcam for Remote Desktop (Server) is installed, download the disable_logs_webcamrd_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\WebCam for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 
   

   64-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\WebCam for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

2. Restart the service: 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.)

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

1. 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

2. Reboot your PC.

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).

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