Client FAQ-Alibaba Cloud Workspace Terminal(Alibaba Cloud Workspace Terminal)-阿里云帮助中心

Common issues with Alibaba Cloud Workspace clients, organized by installation, launch and logon, and features.

Installation and uninstallation

"This program requires Windows Service Pack 1 or later"

Install Windows 7 Service Pack 1 (SP1) and then retry the installation.

"UsbDk Runtime Libraries Installer" error on Windows 7 SP1

Windows 7 SP1 is missing some patches that UsbDk requires. Install the Windows 7 SP1 patches for UsbDk and then reinstall the Windows client.

How do I update the client?

The update steps and available features vary by terminal model. The following steps apply to Windows and macOS clients (example: Windows client V7.2.2).

Upgrade by an end user

Windows client/macOS client

Note

The following steps use the Windows client V7.2.2 as an example. The actual UI of your client version may differ.

Open the About window:
- If you are not logged on: click the icon in the top-right corner of the login screen and select About.
- If you are logged on: click the icon in the top-right corner of the cloud resource list screen and select About.
In the About window, view the current version number and click Check for Update.

iOS client/Android client

Note

The following steps use the iOS client V6.1.0 as an example. The actual UI of your client version may differ.

On the About page, you can view the client version. You can tap Check for Update to check whether a new version is available.

Hardware terminal

Note

The following steps use WUYING AIO 23.8 V6.4.0, WUYING ME V6.4.0, and WUYING Box V2.1.0 as examples. The actual UI of your terminal version may differ.

Click About WUYING. On the System Upgrade tab, you can perform the following settings:

System upgrade: Click Check for new versions. If no new version is found, a message indicates that the system is up to date. If a new version is found, click Download new version. After the download is complete, click Download successful. Restart now. to restart the device and complete the upgrade.

Note

If an administrator enables Auto Upgrade for the hardware terminal in the WUYING Workspace console, the terminal automatically installs received upgrade packages. This is a mandatory upgrade. You cannot disable auto-upgrade on the hardware terminal.

Upgrade by an administrator

Configure forced upgrades for software clients

Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose Terminals > Hardware Terminals.
On the Terminals page, click Terminal Update in the upper-right corner.
On the Software Clients tab of the Terminal Upgrade page, toggle the Forcible Update switch.

Version detection and automatic updates

The new version detection feature is enabled by default. You can let users decide whether to download updates, or centrally control automatic downloads, including the schedule and time.

Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose Terminals > Hardware Terminals.
In the upper-right corner of the Hardware terminals page, click Terminal upgrade settings.
On the Terminal upgrade page, on the Hardware terminals tab, click Edit upgrade configuration.
In the Edit upgrade configuration dialog box, configure the following settings:
- New version detection: This feature is enabled by default and cannot be disabled. Hardware terminals automatically detect new versions and then handle downloads, reminders, and installations based on the download and installation settings.
  Note
  To disable new version detection, you can submit a ticket to request technical support from Alibaba Cloud.
- Download settings: These settings determine whether the system automatically downloads the update package and sends reminders after detecting a new version.
  - Select a method for Download available update packages.
    - End user-defined: Users can configure the download method for upgrade packages in Hardware > Settings.
    - Administrator-controlled: You decide whether to enable automatic downloads. If enabled, the hardware terminal automatically downloads the installation package when an upgrade is detected (effective after a terminal restart). You can also configure the schedule and time for the automatic download.
      Note
      If you select Administrator-controlled, users cannot modify upgrade settings on the terminal. The actual execution time for all time-based configurations depends on the hardware terminal's system time. For example, if the terminal's time zone is set to Bangkok, the execution time is based on the Bangkok time zone.
  - Enable Automatically download available update packages and configure the download schedule and time.
    - Within the configured schedule, the upgrade policy will trigger automatic downloads and reminders.
    - Outside the configured schedule, automatic downloads and reminders are disabled, but users can still download and install the package manually.
  - If you disable automatic downloads, you must also decide whether to enable New version reminder.
    - If enabled, a pop-up window immediately reminds the user to download the new version when the system detects one.
    - If disabled, the system does not send reminders. To upgrade, the user must go to the Hardware > Settings > Upgrade page to manually check for and download the new version.
- Installation settings
  After the download is complete, the terminal must be restarted to finish the upgrade. To simplify management, you can configure Auto-restart for installation to prevent users from delaying the upgrade by postponing the restart.
  Note
  If enabled, the terminal automatically restarts to install the update at the specified time, provided the update package has been downloaded and the terminal is on and connected to the network.
  Auto-restart for installation only reboots the terminal, not the cloud desktop.
  - If enabled, after the new version is downloaded, the system will automatically restart and complete the installation according to the Restart time period settings. Users can choose to decline the restart, and the installation task will be postponed to the next day.
  - If disabled, the user must manually restart the terminal to complete the installation.
At the bottom of the dialog box, click OK.

The Alibaba Cloud Workspace icon still appears after I uninstall the macOS client

Try either of the following:

Option 1: Remove the icon from Finder

Open Finder and click Applications in the left-side navigation pane. Alternatively, right-click the Alibaba Cloud Workspace icon in Dock and choose Options > Show in Finder.
Right-click the Alibaba Cloud Workspace icon and select Move to Trash.
Empty Trash to permanently delete the icon.

Option 2: Restart and uninstall

Restart the MacBook, then uninstall the macOS client.

"The drive or UNC share you selected does not exist or is not accessible. Please select another."

The installer is trying to use a previous installation path on a storage device that is no longer connected — typically an external hard drive or USB flash drive that has since been disconnected.

Delete the following Windows registry key and retry the installation:

\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\

Running and logon

"wuying.exe has stopped working" on Windows 7

The GPU driver on your local PC is missing or has a version mismatch. Run the built-in diagnostic to confirm:

Open Command Prompt as an administrator:
- Press Win+R, type cmd in the Run dialog box, and click OK. Or
- Click the search box in the taskbar, type Command Prompt, and select Run as administrator.

Run the diagnostic:

"C:\Program Files (x86)\Wuying Cloud Computer\bin\diagnose.exe"

If the output contains the following line, the GPU driver is missing — install a compatible GPU driver and restart the client.
```
Could not initialize EGL display: error 0x3001
```

"VCRUNTIME140.dll is missing from your computer"

Install VC Runtime 2019 and then relaunch the client.

"Alibaba Cloud Workspace can't be opened because the identity of the developer cannot be confirmed" (macOS)

This happens on macOS 10.13 and 10.14 the first time you launch the client.

Open Finder and click Applications.
Find Alibaba Cloud Workspace in the application list.
Right-click Alibaba Cloud Workspace and click Open.

The prompt does not appear on subsequent launches.

The Windows client exits unexpectedly at startup

Port 55556 is likely disabled on your machine. Change it to an available port:

Go to the client installation directory. The default path is C:\Program Files (x86)\Wuying Cloud Computer.
Open the bin folder, find sdbus_daemon.conf, and open it in a text editor.
Change the port number to any available port (0–65535).
Relaunch the client.

If the issue persists, check whether the root certificate of the Windows OS on your local PC is valid.

"Network request timeout" when logging on

Run the following command to check whether your local network can reach Elastic Desktop Service. Replace region with the actual region ID of your cloud computer (for example, cn-hangzhou):

ping ecd.region.aliyuncs.com

If the ping fails, check your local network connection.

"The current office network does not allow access from XX"

The connection type selected in the client does not match the connection method your administrator configured for the office network. Select a different connection type in the client, or contact your administrator to update the connection method.

"Office network of the RAM user type is not supported"

Alibaba Cloud Workspace clients V2.0.0 and later no longer support logon through office networks of the Resource Access Management (RAM) user type — those with an ID in the format **@**.onaliyun.com. Contact your administrator to create an office network of the convenience account type.

Invalid username or password

First, re-enter your username and password carefully to rule out a typo. If the issue persists, reset the password based on your account type.

All active cloud computer sessions for the account are automatically disconnected when the password is reset.

Convenience users

Convenience users activated by an administrator

Contact your administrator to reset the password:

Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose Users > Users.
On the User tab, find the user and click Change Password(or mobile number) in the Actions column.
In the Change Password dialog box, proceed as prompted.

After the administrator sends you the new credentials, log on with the new username and password.

Convenience users activated by the user

Reset your password on the client

Reset the password directly from the client:

On the login page of the WUYING client, click Forgot password.
In the Reset Password dialog box, enter your username and email address, then click Confirm.
The system sends an initial password to you. Log on with it and change the password as prompted.

Reset the password in the console as an administrator

Alternatively, ask your administrator to reset the password from the console:

Log on to the Elastic Desktop Service Enterprise console.
In the left-side navigation pane, choose Users > Users.
On the User tab of the Users & Organizations page, find the user, click the ⋮ icon, and select Change Password.
In the Reset Password dialog box, select a delivery method and click OK.

Enterprise AD users

Contact your administrator to reset the password via Active Directory:

Log on to the AD domain controller of your enterprise.
Open Server Manager and click AD DS in the left-side navigation pane.
In the server list, right-click the required server and select Active Directory Users and Computers.
Find the user account:
- To change the password: right-click the user, select Reset Password, enter a new password, and click OK.
- To modify basic information: right-click the user, select Properties, make the changes, and click OK.

After the administrator sends you the new credentials, log on with the new username and password.

Features

Does the web client support local disk mapping?

No. Local disk mapping is not supported for the web client, regardless of whether the feature is enabled on the associated cloud computer. You cannot read from or write to local disks from a cloud computer through the web client.

As a workaround, click DesktopAssistant on the cloud computer and use the upload and download feature to transfer files between your local PC and the cloud computer.

If the upload and download feature does not appear in the DesktopAssistant menu, contact your administrator to update the associated policy to allow file transfer between the web client and local PC.