FAQ-Elastic Desktop Service-阿里云帮助中心

This topic provides FAQ about billing and cloud computers for administrators and end users.

FAQ about billing

What are the workspace specifications and how are they billed?
What purchase options does WUYING Workspace Enterprise Edition support? Can I switch between purchase options?
What do I do if a RAM user cannot purchase a workspace?
Why does my Alibaba Cloud account show an overdue payment even though I have a positive balance?
My Alibaba Cloud account has an overdue payment. Can I still use my workspace?
Will I receive a notification when my account balance is low? When are notifications sent?
Does WUYING Workspace Enterprise Edition support five-day unconditional refunds?

FAQ for administrators

The following table lists frequently asked questions about cloud computers for administrators and links.

Cloud computers

Category	Question
Creation and deployment	创建云电脑时下单页面报错怎么办？ What should I do if cloud computers fail to be created? What should I do if a cloud computer remains in the Registering state? Can I migrate a cloud computer from the China (Hangzhou) region to the China (Beijing) region? How do I quickly duplicate a cloud computer? What do I do if I do not receive the email containing my account information after I paid for EDS Enterprise Edition?
User and assignment	Why are there no users available to select when I create cloud computers? Is it possible for multiple end users to connect to and use a single cloud computer at the same time? What should I do if end users find no cloud computers available after logging onto their clients? What should I do if end users are unable to create files and folders in the root directory of the C drive?
Query and management	如何在云电脑中查询云电脑的信息？ How do I restart a cloud computer by running a remote command? How do I upgrade the GRID driver of an Enterprise Graphics cloud computer?
Storage and networking	What should I do if the cloud computer's disk space does not change after expansion? What should I do if the office network cannot be selected when creating an NAS storage? What should I do when the error message "The charge type of network package in office site is not allowed to delete" appears while attempting to delete an office network?
Cloud computer connections	What do I do if the logon is disabled on the Alibaba Cloud Workspace web client? What do I do if the logon is disabled on the Alibaba Cloud Workspace web client? When I log on to the client, a prompt similar to the following is displayed: "The administrator has enabled the file approval feature. Because your IT administrator requires approval for files transferred to or from the cloud computer, you must upgrade your client to version 7.13 or higher..."
Application and peripheral	What should I do when end users are required to enter an admin password to install applications on their cloud computers? How do I set self-uploaded applications for automatic installation? What should I do if the cloud computer fails to recognize the USB device connected to the local terminal?
Cloud computer startup, restart, and wakeup errors	What do I do if a Windows cloud computer is stuck "Starting" and then fails, showing as "Stopped"? What do I do if a Linux cloud computer is stuck "Starting" and then fails, showing as "Stopped"? What do I do if a cloud computer is stuck "Starting" after wake-up, then shows as "Hibernated"? What do I do if a Windows cloud computer fails to load the desktop and shows "The trust relationship between this workstation and the primary domain failed"?
Extension and others	How can I troubleshoot EDS API call errors?

Networks

Policies

Images

FAQ for end users

The following table lists frequently asked questions about cloud computers for end users and links.

Clients

Category	FAQ
Installation and uninstallation	What do I do if the client installation prompts "This program requires Windows Service Pack 1 or later"? What do I do if the client installation prompts "UsbDk Runtime Libraries Installer failed"? How do I upgrade a WUYING Terminal? What do I do if the icon remains after I uninstall the macOS client? The WUYING 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 location."
Running and logon	What do I do if the client fails to run after installation? What do I do if the error message "The code execution cannot proceed because VCRUNTIME140.dll was not found..." appears when I open the client? What do I do if the error message "WUYING Workspace cannot be opened because the developer cannot be verified" appears when I open the client? What do I do if the Windows client crashes upon opening? What do I do if the error message "Network request timed out. Service is abnormal." appears when I log on to the client? What do I do if the error message "This workspace prohibits access from the XX network" appears when I log on to the client? What do I do if the error message "Logon with a workspace ID is not supported for RAM users" appears when I log on to the client? What do I do if the error message "Incorrect username or password" appears when I log on to the client?
Features and others	Is the local disk mapping feature supported when I connect to a cloud desktop using the web client?

Cloud computer connection

Cloud computer usage

Category	FAQ
Connections and Internet access	What do I do if I cannot start my cloud computer? What do I do if my cloud computer cannot access the Internet? What do I do if I cannot access a website from my cloud computer? What do I do if the Firefox browser on my Ubuntu cloud computer cannot access certain websites? What do I do if the VPN software on my Windows cloud computer keeps disconnecting? What do I do if my Windows cloud computer cannot access high-security sites?
Files and transmission	Is there a size limit for files uploaded to a cloud computer? How do I upload and download files when using a cloud computer? What do I do if an error occurs when I copy and paste a file from my local computer to a cloud computer? What do I do if I cannot create files and folders in the root directory of the C drive? What do I do if the content of an Excel cell becomes an image when I copy it on an ASP-based cloud computer?
Configurations and permissions	Why am I prompted for administrator permissions when I already have them? What permissions do I need to install fonts on a cloud computer? What do I do if the data disk capacity is smaller than the size specified in the cloud computer template? What do I do if my cloud computer disk runs out of space? What do I do if the system disk capacity of my Windows cloud computer does not change after a scale-out?
System and settings	How do I open the toolbar or performance panel in a cloud computer? How do I update the Windows system of a cloud computer? What do I do if a "Your Windows license will expire soon" pop-up appears on my cloud computer? Can I change the system time of a cloud computer? What do I do if the built-in Chinese input method on my Ubuntu cloud computer does not work? How do I view the GPU information of an Enterprise Graphics cloud computer? Can I change the color format of a Windows cloud computer? What do I do if the spacing between desktop icons on my cloud computer becomes very large? What do I do if the display settings window on my cloud computer closes unexpectedly? How do I use the dual-screen mode on a cloud computer? What do I do if I cannot enter dual-screen mode when using a cloud computer? What do I do if a Windows cloud computer does not have IIS? What do I do if the UI scaling ratio I modified does not take effect for certain software?
Software and applications	Can I purchase applications from the marketplace on a subscription or pay-as-you-go basis? Can I run local applications in a cloud computer? What do I do if I am prompted to enter an administrator password when I install an application on a cloud computer? How do I install applications that only administrators can install? What do I do if I cannot install Adobe software on a Windows cloud computer? What is the difference between a system disk and a data disk? Can I run programs that I installed on the data disk?
Games and entertainment	What do I do if the mouse pointer behaves abnormally when I play a game or use 3D software in a cloud computer? What do I need to know when I run software or games on a cloud computer? What do I do if a cloud computer cannot run certain game software?
Collaboration and others	What do I do if I cannot log on to a cloud computer for remote assistance using the Chrome browser?

Peripherals

Category	FAQ
General	Which USB peripherals do cloud computers support? What do I do if the Devices option is missing from the cloud computer's toolbar?
Keyboard and mouse	What do I do if my keyboard does not work correctly in the cloud computer? What do I do if the mouse pointer behaves abnormally when I play games or use 3D software in a cloud computer?
Printers and cameras	What do I do if I cannot connect to a printer from a Windows cloud computer and receive the error code 0x0000011b? What do I do if the printer manufacturer does not provide a driver for Windows Server? What do I do if I use a network printer and a message indicates that the printer is not connected? What do I do if the printer connection always fails? What do I do if the cloud computer cannot detect my USB camera?
USB drives and UKeys	How do I use a UKey device in a cloud computer? What do I do if my UKey device is not displayed in the list of peripherals on the cloud computer? What do I do if my UKey device is displayed in the list of peripherals but is unusable? What do I do if I can detect a USB drive after connecting to a cloud computer but cannot upload or download files?
Mobile phones and tablets	Do cloud computers support connections to mobile phones or tablets? What do I do if my on-premises device can detect an ADB device but the cloud computer cannot? What do I do if the mouse display and operations are abnormal after I connect an external mouse to an iPad?