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Client FAQ

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This topic answers frequently asked questions about the client, including login errors, unexpected crashes, and how to report issues.

Index

Category

FAQ

Installation and Uninstallation

Operation and Login

Features and Other Questions

Is local disk mapping supported when I use the web client to connect to a cloud computer?

Installation and uninstallation

Update a terminal

Note

Features and access points can vary by terminal type and client version. Refer to the UI on your device for the most accurate information.

For end users

Windows client / macOS client

Note

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

  1. Choose one of the following methods based on your login status:

    • Before you log in: On the client login screen, click the settings icon in the upper-right corner and select About.

    • After logging in: On the cloud resource list screen, click the settings icon in the upper-right corner and select About.

  2. In the About window, view the current version number and click Check for Update to check for a new version.

iOS client/Android client

Note

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

On the About screen, view the current version number and tap Check for Update to see if a new version is available.

Hardware terminal

Note

The following steps use All-in-One PC 23.8 V6.4.0, Cloud Box V6.4.0, and Box Terminal V2.1.0 as examples. The UI of your terminal prevails.

Click About Alibaba Cloud Workspace and go to the System Update tab.

System Update: Click Check for new version. If no new version is found, a message indicates that your system is up to date. If a new version is available, click Download new version. After the download is complete, click Download successful, please restart now. Restarting the terminal completes the upgrade.

Note

If an administrator has enabled Automatic Update for the hardware terminal on the Elastic Desktop Service Enterprise console, the terminal automatically installs the received update package. This is a mandatory update, and you cannot disable it on the hardware terminal.

For administrators

Forced software updates

  1. Log on to the EDS enterprise console.

  2. In the left-side navigation pane, choose Clients > Hardware Terminals.

  3. On the Hardware Terminals page, click Configure Terminal Update in the upper-right corner.

  4. On the Configure Terminal Update page, on the Desktop & Mobile Clients tab, turn the Forcible Update switch on or off as needed.

Version detection and download

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

  1. Log on to the EDS enterprise console.

  2. In the left-side navigation pane, choose Clients > Hardware Terminals.

  3. In the upper-right corner of the Hardware Terminals page, click Configure Terminal Update.

  4. On the Hardware Terminals tab of the Client Updates page, click Edit Upgrade Configuration.

  5. In the Edit Upgrade Configuration dialog box, set the following parameters as required:

    • New Version Detection: This feature is enabled by default and cannot be disabled. Hardware terminals automatically detect new versions and perform automatic downloads, reminders, installations, and restarts based on the download and installation settings.

    • Download Settings: These settings control whether the system automatically downloads the update package and sends reminders when a new version is detected.

      • Select a method for Download Available Update Packages.

        • End user-defined: End users can configure the upgrade package download method in Hardware > Settings.

        • Administrator-controlled: The administrator decides whether to enable automatic downloads. If enabled, the hardware terminal automatically downloads the installation package when an available upgrade is detected. This takes effect after the terminal restarts. The administrator can configure the execution schedule and time for automatic downloads.

          Note

          If you select Administrator-controlled, end users cannot modify upgrade-related configurations on the terminal. For all time-related upgrade settings, the actual execution time is based 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.

      • If you enable Automatically Download Available Update Packages, you must configure the download schedule and time.

        • During the configured schedule and time, the upgrade policy initiates automatic downloads and sends reminders.

        • Outside the configured schedule and time, automatic downloads and reminders are disabled, but users can still manually download and install the package.

      • If you disable automatic downloads of available update packages, you must then decide whether to enable New Version Reminder.

        • If enabled, a pop-up window immediately reminds the end user to manually download the new version when the system detects one.

        • If disabled, the system does not send reminders. To upgrade to a new version, the end 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 complete the upgrade. To facilitate management, you can configure Auto-restart For Installation to prevent delays from users who postpone the restart.

      Note

      If enabled, the terminal automatically restarts and installs the update during the administrator-specified time window, provided that the update package has been downloaded and the terminal is powered on and connected to the network.

      Auto-restart for installation restarts only the terminal, not the cloud desktop.

      • If enabled, after the new version is downloaded, the system automatically restarts and completes the installation according to the Restart time window settings specified by the administrator. The user can decline the restart, and the installation task is postponed to the next day.

      • If disabled, the end user must manually restart the terminal to complete the installation.

  6. At the bottom of the dialog box, click OK.

After uninstalling the macOS client, the icon still remains. What should I do?

If the Alibaba Cloud Workspace client icon remains after you uninstall the macOS client, follow these steps to delete it.

  1. Delete the icon from the Finder window or Launchpad.

    1. Open Finder and click Applications in the Finder sidebar. In the search box, enter Alibaba Cloud Workspace. Alternatively, right-click the Alibaba Cloud Workspace icon in the Dock and choose Options > Show in Finder.

    2. Right-click the Alibaba Cloud Workspace icon and click Move to Trash.

    3. Delete the icon from the Trash or empty the Trash to permanently delete the icon.

  2. Restart your Mac, and then uninstall the macOS client again.

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

Symptom

The Alibaba Cloud Workspace client installation fails with the error message: The drive or UNC share you selected does not exist or is not accessible. Please select another.

Cause

The client was previously installed on a removable hard drive or another disk that has since been disconnected.

Solution

Delete the relevant entry from the following registry path: \HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\

Operation and login

Error on launch: "VCRUNTIME140.dll was not found"

Symptom

When you open the client on a Windows computer, you receive the error message: The code execution cannot proceed because VCRUNTIME140.dll was not found. Reinstalling the program may fix this problem.

Solution

Manually install VC Runtime 2019.

If the error messageElastic Desktop Service cannot be opened because the identity of the developer cannot be verifiedis displayed when you open the client, what should you do?

Symptom

On a Mac computer (macOS 10.13 or 10.14), after double-clicking the macOS client icon, a dialog box appears with the message: "Alibaba Cloud Workspace" can't be opened because its developer cannot be verified.

Solution

Follow these steps to open the client:

  1. On your Mac, open Finder and go to the Applications folder.

  2. In the Applications folder, find Alibaba Cloud Workspace.

  3. Right-click Alibaba Cloud Workspace and click Open in the context menu.

Note

This issue occurs only the first time you open the client.

When I open the Windows client, it crashes. How can I fix this?

This issue might be caused by port 55556 being blocked. Follow these steps to resolve it:

  1. Open the client installation directory.

    By default, the path is C:\Program Files (x86)\Wuying Cloud Computer.

  2. Open the bin folder, find the sdbus_daemon.conf file, and open it with a text editor.

  3. Change the port number.

    The default port is 55556. Change it to another unused port. The port number can range from 0 to 65535.

  4. Relaunch the client.

Note

If the issue persists, check whether the root certificate of the Windows operating system on your local computer has expired.

Login error: "Network request timed out"

Run the following command to check if your local network can access Elastic Desktop Service:

ping ecd.region.aliyuncs.com

When you run the command, replace region with the ID of the region where the cloud computer resides. For example: ping ecd.cn-hangzhou.aliyuncs.com. If the ping command fails, check your local network connection.

What should I do if the error messageThis office network does not allow access from the XX network is displayed when I log on to the client?

This error indicates that your selected connection method is not allowed by the office network. Try a different connection method or contact your administrator to change the allowed connection methods for the office network.

If the error message Login with the office network ID of a RAM user is not supported is displayed when you log in to the client, what can you do?

Alibaba Cloud Workspace client versions 2.0.0 and later do not support logging in with an office network ID (formerly workspace ID) as a RAM user (in the format of ****@****.onaliyun.com). Contact your administrator to create a convenience user account.

Features and other questions

Does the web client support local disk mapping when you connect to a cloud computer?

No, local disk mapping is not supported, even if the policy associated with the cloud computer enables it. This means you cannot read data from or write data to your local disks from within the cloud computer.

You can click the Desktop Assistant on the cloud computer desktop and use the upload and download functions in the menu to transfer files between your local disks and the cloud computer.

Note

If the upload and download functions are not available in the Desktop Assistant menu, contact your administrator to modify the policy for the cloud computer to allow file transfers for the web client.

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