Troubleshooting peripheral issues

Symptom

A security UKey cannot be used. The smart card reader device is visible in Device Manager, but the driver fails to load and an exclamation mark is displayed.

Redirection policy

USB redirection

Solution

1. Manually switch the driver for the UKey.

   1. On the cloud computer, search for and open Device Manager.

   2. In the Device Manager window, right-click the UKey device and select Properties.

   3. Click the Driver tab, and then click Update Driver.

   4. In the Update Drivers dialog box, click Browse my computer for drivers.

   5. Select Let me pick from a list of available drivers on my computer.

   6. From the list, select Microsoft Usbccid Smartcard Reader (WUDF) and complete the subsequent steps.

2. Unplug and reconnect the UKey.

Symptom

The UKey displays an exclamation mark in Device Manager on the cloud computer, and its certificate fails to load when you open the software.

Redirection policy

USB redirection

Solution

1. Manually switch the driver for the UKey.

   1. On the cloud computer, search for and open Device Manager.

   2. In the Device Manager window, right-click the UKey device and select Properties.

   3. Click the Driver tab, and then click Update Driver.

   4. In the Update Drivers dialog box, click Browse my computer for drivers.

   5. Select Let me pick from a list of available drivers on my computer.

   6. From the list, select Microsoft Usbccid Smartcard Reader (WUDF) and complete the subsequent steps.

2. Unplug and reconnect the UKey.

Symptom

An Alibaba Cloud Workspace Terminal cannot recognize a Bank of China USB-Shield.

Redirection policy

USB redirection

Solution

You must disable USB drive mounting on the cloud computer to ensure compatibility with this UKey device.

Symptom

A cloud computer cannot recognize a dongle.

Redirection policy

USB redirection

Solution

This issue occurs because the USBDK component, which is required for USB redirection, was not installed with the Alibaba Cloud Workspace client. To resolve this issue, reinstall the client.

1. Go to the Alibaba Cloud Workspace client download page and download the latest version of the Windows client or macOS client.

2. Double-click the downloaded installer file. In the Select Setup Language dialog box, click OK.

3. On the Choose Components screen, select UsbDk Runtime Libraries and click Next.

4. Complete the remaining installation steps.

Symptom

A cloud computer cannot use this UKey.

Redirection policy

USB redirection

Solution

1. Confirm that the redirection mode for the UKey is set to USB redirection.

   1. On the cloud computer desktop, open the DesktopAssistant and select Peripherals & Printers.

   2. On the Advanced Management tab, verify that the redirection mode for the UKey is set to USB redirection. If not, change it.

2. Go to the official Wuxi Xishang Bank website and install the Xishang online banking client.

3. Open the Xishang online banking client, check for and install all dependencies, and then reconnect the UKey.

Symptom

A cloud computer cannot use this UKey.

Redirection policy

USB redirection

Solution

1. Ensure that your on-premises device can recognize and use the UKey.

2. Check whether the USBDK driver is installed on the on-premises device. If it is not installed, reinstall the Alibaba Cloud Workspace client.

   1. Go to the Alibaba Cloud Workspace client download page and download the latest version of the Windows client or macOS client.

   2. Double-click the downloaded installer file. In the Select Setup Language dialog box, click OK.

   3. On the Choose Components screen, select UsbDk Runtime Libraries and click Next.

   4. Complete the remaining installation steps.

3. Restart the on-premises device.

Symptom

A USB flash drive certificate cannot be used on a cloud computer.

Redirection policy

USB redirection

Solution

This device is essentially a UKey that requires USB redirection. This issue occurs because the USBDK component was not installed with the Alibaba Cloud Workspace client on the on-premises device. To resolve this issue, reinstall the client.

1. Go to the Alibaba Cloud Workspace client download page and download the latest version of the Windows client or macOS client.

2. Double-click the downloaded installer file. In the Select Setup Language dialog box, click OK.

3. On the Choose Components screen, select UsbDk Runtime Libraries and click Next.

4. Complete the remaining installation steps.

Symptom

When you use the Alibaba Cloud Workspace mobile client, the cloud computer cannot find the ICBC Feitian second-generation UKey (serial number starting with 5).

Redirection policy

USB redirection

Solution

1. Check the connection status of the UKey.

   1. On the cloud computer desktop, open the DesktopAssistant and select Peripherals & Printers.

   2. On the Peripherals tab, check the status of the UKey.

      If the status is Admin Restricted, contact your IT administrator to remove the restriction.

2. The IT administrator modifies the cloud computer policy.

   1. Log on to the Elastic Desktop Service Enterprise console.

   2. In the left-side navigation pane, choose O&M Management > Policy.

   3. On the O&M Management > Policy page, find the policy associated with the cloud computer, and in the Actions column, click Modify Policy.

   4. In the left-side navigation pane of the policy details page, choose Peripheral Control > Peripheral Redirection and turn on USB Redirection.

   5. Save the policy and reconnect to the cloud computer.

Symptom

A cloud application cannot recognize the camera.

Redirection policy

device redirection

Solution

This issue occurs if the camera driver is not installed on the on-premises device, such as a computer running Windows 7. To resolve this, install the driver on the device.

Symptom

The resolution of a 4K camera is incorrect.

Redirection policy

device redirection

Solution

This issue occurs because the maximum resolution in camera mode is 1080p. To use 4K resolution, set the camera to document camera mode.

1. Open Cloud Computer Manager by using one of the following methods:

   • On the cloud computer desktop, double-click the shortcut for Cloud Computer Manager.

   • On the cloud computer desktop, click the DesktopAssistant, and then click Cloud Computer Manager.

2. On the Cloud Computer Manager homepage, click Peripheral Services.

3. On the External Device Management page, find the camera and click Settings.

4. In the Settings dialog box, set External Device Type to Document Camera and close the dialog box.

Symptom

DingTalk Meetings on the cloud computer shows that no camera is detected.

Redirection policy

device redirection

Solution

This issue occurs because the camera is disabled on the on-premises device and camera redirection is disabled in the cloud computer policy.

1. Enable the camera on the on-premises device.

2. The IT administrator modifies the cloud computer policy.

   1. Log on to the Elastic Desktop Service Enterprise console.

   2. In the left-side navigation pane, choose Operation & Maintenance > Policies.

   3. On the Policy page, find the policy for the cloud computer and click Modify Policy in the Actions column.

   4. In the left-side navigation pane of the policy details page, choose Peripheral Control > Peripheral Redirection and set Camera to Device Redirection.

   5. Save the policy and reconnect to the cloud computer.

Symptom

When you use the mobile client, the camera frequently goes offline.

Redirection policy

device redirection

Solution

This issue can be caused by an unstable network. If this occurs, manually reconnect the camera.

Symptom

When you use the Windows client, no camera feed is available in QQ on the cloud computer.

Redirection policy

device redirection

Solution

This issue occurs because cloud computers are currently not compatible with the QQ 9 application.

Symptom

When you use the macOS client, the cloud computer cannot use the camera of the Mac computer.

Redirection policy

device redirection

Solution

1. Check whether the cloud computer has recognized the camera.

   1. On the cloud computer desktop, open the DesktopAssistant and select Peripherals & Printers.

   2. On the Peripherals tab, check whether the camera is listed.

2. If the cloud computer does not recognize the camera, grant Alibaba Cloud Workspace access to the camera in the system settings of your Mac computer.

Symptom

Copying a folder fails even though the read/write permissions for Local Disk Mapping are granted in the cloud computer policy.

Redirection policy

device redirection

Solution

The file path of the source file is too long. The Windows operating system limits file paths to 260 characters. For more information about this limit, see Maximum Path Length Limitation.

• You can copy and paste the files in the folder in batches, or shorten the file path to reduce the number of characters.

• You can also try to transfer files by using other methods, such as the file transfer module.

Symptom

An on-premises disk is still visible on the cloud computer after disk redirection is disabled in the cloud computer policy.

Redirection policy

device redirection

Solution

Do not confuse Local Disk Mapping with USB redirection. To disable local disk mapping, make sure that Local Disk Mapping is set to Disable in the cloud computer policy.

Symptom

When you use a cloud computer on a Huawei mobile phone, an external USB flash drive cannot be recognized.

Redirection policy

device redirection

Solution

Huawei mobile phones do not support reading from or writing to external USB storage devices.

Symptom

You cannot create a bootable disk from a USB flash drive on a cloud computer.

Redirection policy

device redirection

Solution

Instead of being a physical storage device, the virtual drive letter on a cloud computer is a user-mode file system. This system handles file operations but does not provide direct control over the physical storage medium. Therefore, the virtual drive has no physical medium to format.

Symptom

When you use Alibaba Cloud Workspace on a Mi Pad, you cannot use an external USB flash drive.

Redirection policy

device redirection

Solution

This issue occurs due to a permission error. To grant the required permissions, perform the following steps:

1. On the Mi Pad, open the Settings app.

2. Choose .

Symptom

When you use Alibaba Cloud Workspace on a Mi Pad, the content of a USB flash drive is displayed as empty.

Redirection policy

device redirection

Solution

1. Confirm that you have granted Alibaba Cloud Workspace the access permissions in the app permission management settings of your Mi Pad.

2. Check whether security manager software is installed on the system and whether the app behavior logs of the security manager contain behaviors that restrict the app. If you find any, change the settings to allow these behaviors instead of intercepting them.

Symptom

An Alibaba Cloud Workspace Terminal cannot recognize an encrypted portable hard drive.

Redirection policy

USB redirection

Solution

1. Confirm that the redirection mode for the portable hard drive is set to USB redirection.

   1. On the cloud computer desktop, open the DesktopAssistant and select Peripherals & Printers.

   2. On the Advanced Management tab, verify that the redirection mode for the portable hard drive is USB redirection. If not, change it.

2. Wait for about one minute. The drive letter of the portable hard drive appears in File Explorer of the cloud computer. Click the drive letter to run the encryption application and decrypt the drive.

Symptom

The EPSON L1110 printer can use USB redirection on client A but not on client B.

Redirection policy

USB redirection

Solution

This issue occurs because the USBDK component, which is required for USB redirection, was not installed with the Alibaba Cloud Workspace client. To resolve this issue, reinstall the client.

1. Go to the Alibaba Cloud Workspace client download page and download the latest version of the Windows client or macOS client.

2. Double-click the downloaded installer file. In the Select Setup Language dialog box, click OK.

3. On the Choose Components screen, select UsbDk Runtime Libraries and click Next.

4. Complete the remaining installation steps.

Symptom

You cannot print from a Deli 5801P label printer by using an Alibaba Cloud Workspace Terminal Pro.

Redirection policy

USB redirection

Solution

1. Load the Microsoft print support driver.

   1. On the cloud computer, search for and open Device Manager.

   2. In the Device Manager window, right-click Other devices > wuying VPDO and select Update Driver.

   3. In the Update Drivers dialog box, click Browse my computer for drivers.

   4. Select Let me pick from a list of available drivers on my computer.

   5. From the list, select Universal Serial Bus controllers.

   6. In the Manufacturer list on the left, select Microsoft. In the Model list on the right, select USB Printing Support and complete the subsequent steps.

2. Download and install the Deli printer driver on the cloud computer.

   Note

   Perform a USB port check before you install the driver.

Symptom

A Canon network printer does not support the authorization operation during printing.

Redirection policy

network printer redirection

Solution

This issue occurs because Simple Network Management Protocol (SNMP) is not supported.

Symptom

After a Canon MF260 printer is redirected to a cloud computer by using USB redirection and the printer driver is installed, the printer cannot be found in the printer list.

Redirection policy

USB redirection

Solution

If the printer device is not automatically added, add the printer by performing the following steps:

1. On the cloud computer, search for and open Printers & scanners, and then click Add device.

2. After the search is complete, click The printer that I want isn't listed.

3. Select Add a local printer or network printer with manual settings and click Next.

4. From the Use an existing port drop-down list, select a USB port and click Next.

5. In the Manufacturer list on the left, select Canon. In the Printers list on the right, select the appropriate printer model and click Next repeatedly until the printer is successfully added.

6. Click Print a test page.

   If the printing fails, select the printer from the printer list, change the port, and then try again until the printing is successful.

Symptom

When you print from a Konica Minolta 368 network printer, a configuration dialog box appears. However, printing a test page after the printer is added causes the print queue to get stuck, preventing subsequent print jobs.

Redirection policy

None

Solution

For Konica Minolta printers (such as the 368 and similar models), if you use network port redirection, do not use a test page to verify the printer. Instead, print a document such as a TXT file.

Symptom

The Wancheli AI smart phone is not found in the device list.

Redirection policy

USB redirection

Solution

Due to security controls, you must complete the following configuration to use this type of wireless device.

1. The IT administrator modifies the cloud computer policy to add the device to the peripheral whitelist.

   1. Log on to the Elastic Desktop Service Enterprise console.

   2. In the left-side navigation pane, choose Operation & Maintenance > Policies.

   3. On the Policy page, find the policy for the cloud computer and click Modify Policy in the Actions column.

   4. In the left-side navigation pane of the policy details page, choose Peripheral Control > Peripheral Blacklist/Whitelist and click Add Rule.

   5. In the Add Rule dialog box, configure the following parameters and click OK.

      • Device Name: Enter a custom name. Example: AI smart phone.

      • VID: Enter 2DF3.

      • PID: Enter 9B25.

      • Blacklist/Whitelist: Select Whitelist.

   6. Save the policy and reconnect to the cloud computer.

2. Unblock the device in the on-premises peripheral settings.

Symptom

When you use the Mind+ software to flash an Arduino Uno development board for programming education, the flashing fails.

Redirection policy

USB redirection

Solution

We recommend that you ignore this error. Although the Mind+ software reports a verification failure, the flash is actually successful. The native Arduino Integrated Development Environment (IDE) does not report this error.

Symptom

When you use the Mind+ software to flash a Handson board for programming education (hardware ID 1a86:55d4), the flashing fails.

Redirection policy

USB redirection

Solution

The Handson board can be used on a cloud computer, but the procedure is different from using it locally. During the download process, when entering the Connecting stage, press the A button on the Handson board until the download starts.

Symptom

After you set up a board, some devices cannot be used.

Redirection policy

USB redirection

Solution

1. On the cloud computer desktop, open the DesktopAssistant and select Peripherals & Printers.

2. On the Advanced Management tab, find the device and click Diagnose in the Action column.

   If a driver error is reported, install the corresponding driver and application software for the device on the cloud computer.

Symptom

When you use the macOS client to connect to a Samsung S10 phone by using ADB, the connection is intermittent after device redirection is configured.

Redirection policy

device redirection

Solution

This issue occurs because the phone is incorrectly connected by using USB redirection, which causes the connection to drop.

Symptom

HBuilder software cannot connect to a mobile phone from within a cloud computer.

Redirection policy

device redirection

Solution

This issue occurs because HBuilder software uses an outdated version of ADB.

Symptom

The client connection affects the configuration of the on-premises network adapter.

Redirection policy

device redirection

Solution

This issue occurs because the USB network adapter is redirected to the cloud computer. To resolve this issue, disable the USB network adapter on the on-premises device.

Symptom

The mouse cannot be used.

Redirection policy

USB redirection

Solution

This issue occurs because the mouse is redirected to the cloud computer by using USB redirection. To resolve this issue, disable redirection for the mouse.

Symptom

A large number of log files are generated every day in the C:\Windows\Temp\cpd folder of the cloud computer, occupying a large amount of disk space.

Redirection policy

None

Solution

The log files in this folder are generated by the cloud computer. The latest version of the cloud computer image optimizes the log storage logic. Log files are automatically cleared when the total size exceeds 180 MB. We recommend that you upgrade the cloud computer image to the latest version.

Symptom

How do I access a PLC on an on-premises private network by using the Alibaba Cloud Workspace client?

Redirection policy

None

Solution

You can use one of the following solutions:

• [Recommended] Use a VPN to connect the networks.

• Connect an external USB network adapter and use USB redirection.