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We have decided to no longer wait for a fix from Dell on this one. We have switched to Windows IoT based devices from ClearCube – specifically the CD8840 model.
I’ve reproduced the issue. It is absolutely related to sleep/lock. Whenever the Wyse terminal goes to the screen saver/lock and we reconnect, we experience disconnects when working with Office products. Dell is still looking into a fix. As a workaround for the moment, I’ve disabled sleep/lock/screensaver on the Wyse terminals and set up a group policy in Windows to enable the screen saver with lock.
Dell has reported back that they feel the sleep setting is causing this issue. We turned off sleep but are still encountering the disconnect issue 🙁 We are exploring other hardware options.
I had written a response here and thought I posted it but apparently forgot to submit it 🙁
Anyway, thanks so much for the update and posting that link. As you may know, Dell made the update publicly available on their support site.
For anyone else reading this or searching in the future, the update can be found here.
https://www.dell.com/support/home/en-us/product-support/product/wyse-3040-thin-client/drivers
We have updated to the latest version but unfortunately are still experiencing the same issue. I’m continuing to request support from Dell on this, but it’s not looking promising. Also, Dell The rep the other day told me if the issue is related to a bug that we should expect it will not be a quick turnaround for another release update – they noted that the timeframe between the last two updates was a few months.
We are exploring alternative hardware options. So far, we are looking at the ClearCube CD2022 device that is directly only the Teradici PCoIP firmware, and also the 10zig Windows IoT 6010q device.
I’ll report back anything useful as I have more info.
— Edit —
I did write a response. I forgot to advance to the second page to see it. Not enough coffee yet this morning 🙂
— Edit —
Thanks so much for continuing to follow up on this, the information, and the link for the updates.
Glad to hear the updates seem to have resolved the issues for you 🙂
Got a message back from Dell that they have published an update for the Wyse 3040 terminal firmware as well as an updated Teradici PCoIP package.
https://www.dell.com/support/home/en-us/product-support/product/wyse-3040-thin-client/drivers
We’ve just deployed this update via WMS. We will monitor and report back. Fingers crossed this fixes the issue for us!
Sorry for any confusion. This ticket is with AWS support, not Dell. We have a support contract with AWS so I went there first. I haven’t opened a support case yet with Dell because I suspect as you said, it will be very hard to get responses from Dell. I am going to open one. I’ll report back anything helpful.
After much gathering of logs and back and forth with AWS support, they determined that the issue is a crash from Teradici PCoIP client. Details below.
The reference log lines:
* Client logs (compat\linux\apps\PCoIP\var\log\client) show a weird cursor error and just stop logging until the user reconnects:
0121-06-16T09:42:00> gtk_mouse_btn: down GDK btn 1, Send state 1
0121-06-16T09:42:00> gtk_mouse_btn: up GDK btn 1, Send state 0
0121-06-16T09:42:01> gtk_mouse_btn: down GDK btn 1, Send state 1
0121-06-16T09:42:01> gtk_mouse_btn: up GDK btn 1, Send state 0
0121-06-16T09:42:12> gtk: DID NOT CREATE pixbuf from the shape, using software cursor.
0121-06-16T09:04:46> pu_msg_init: 9943* Windows Application log generates 88 and 89 events for PCoIPAgentService with the following messages:
The system cannot start another process at this time.
A write fault occurred on the network.Since the workspace disconnects, it implicates client-side issue which must be fixed by the team that owns the Teradici PCoIP connection manager (which is Teradici). They do have newer versions of the software[1] and that would be my suggestion for you to update the software on your Client.
Before proceeding further I would request you to understand that installation and configuration of third party product is out of scope for AWS Premium Support as we do not have visibility of third party product architecture and requirement.
Please refer:- https://aws.amazon.com/premiumsupport/faqs/The zero client is owned by another company (Teradici) and I have enough information to conclude there is an issue with the client in this case (even without confirming it’s a cursor problem).
@ConfGen Any idea when Dell will update Wyse PCoIP firmware? AWS support has told us Perhaps the version numbers do not align? If they do, it appears Dell is still using a very outdated version of Teradici software. Teradici is at version 21.01.6 but the latest at Dell support for PCoIP is 20.07.6.25. We are really struggling here with this issue. I appreciate anything you can do on this one.https://www.dell.com/support/home/en-us/product-support/product/wyse-3040-thin-client/drivers
I’ve got the logs from USB from the Wyse terminal and from the “local” AWS Windows installation. There was nothing notable in the logs around the timeframe when the disconnect happened that I noticed, but there are a lot of different log files. Is there a particular log file I should be looking at that might be helpful? I recently bumped up the verbosity on both the logs (via WMS and via GPO) so I’m hoping to potentially get some additional information from that.
Sorry for a delayed reply on this. I typed out a reply yesterday but lost it due to a random hardware issue 🙁
I think you’re correct that this is potentially the same issue. I’m not sure why, but our folks are reporting that the disconnect issue seems to be mainly when they are using Microsoft Office apps; specifically, Word & Excel.
I’ve gathered log files from the terminals and the Windows PCoIP agent that are having the disconnect issue but haven’t been able to find anything helpful 🙁
I had a report this morning that one person got disconnected while trying to do a copy paste into Excel, so I’ve disabled PCoIP clipboard redirection via GPO in hopes that this might help the disconnect issue.
We were having a similar issue with the time zone. I was able to solve this by group policy with setting the time zone (via registry key) and disabling time zone redirection (in the same group policy).
Not sure if your logon script for updating the time zone sets the registry key, but if not perhaps give this a try.
Here’s the page I used for setting the time zone via GPO with a registry key.
https://sonjtinmar.wordpress.com/2018/02/07/set-time-zone-through-group-policy/
We are also experiencing disconnects randomly for users throughout the day. I’ve exported all logs from the terminal and have been going through them. I have not found anything helpful yet.
[2021-06-09 07:09:50.111] N/WebUIProc/WebUIModule (1/1) [PCoIP] disconnect “***”
[2021-06-09 07:10:19.367] N/WebUIProc/WebUIModule (1/1) [Amazon] connection broker signoff “***”
[2021-06-09 07:10:20.826] N/WebUIProc/WebUIModule (1/1) [Amazon] login to broker “code://***”
[2021-06-09 07:10:29.551] N/WebUIProc/WebUIModule (1/1) [PCoIP] start up “***”
[2021-06-09 07:10:29.555] N/WebUIProc/WebUIModule (1/1) [PCoIP] connecting to “***”
