Troubleshooting

The issue when device redirection fails to work over Citrix ICA may be caused by the ICA policy that disallows virtual channels by default. Our device redirection products require virtual channel for its operation.

Go to Citrix Studio - Policies and check the Virtual channel allow list policy settings. For proper device redirection this policy should be either disabled, or containing virtual channel and path required by FabulaTech products:

CITRDP3,C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlsv.exe

More information can be found in the Citrix documentation.

The connection to remote side might be lost after installing (reinstalling) remote desktop access software on Workstation side (i.e. Citrix Receiver/Workspace, VMware View Client, Amazon Client, Teradici Client).

As result, a message No connection to workstation module appears on remote side.

It is needed to restart FabulaTech Netlink 3 supervisor service or reboot workstation side, and the issue will be resolved automatically.

This problem may be caused by a version mismatch of the ftrScanAPI.dll between the Server and Workstation side.

To solve the issue, find the ftrScanAPI.dll file on the Server side. It may be found in the following locations:

Then copy ftrScanAPI.dll to the Workstation side in the next folder according to architecture:

If ftrScanAPI.dll already exists there, rename it before copying new one.

1. On the computer where Biometrics for Remote Desktop (Server) is installed, download the enable_logs_biometricsrd_srv.reg file and apply it.
   Alternatively, launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 3:
   

   32-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 
   

   64-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
   HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Netlink 3

2. Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
   (Press Win+R, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.)
3. Enable logging on the Biometrics for Remote Desktop (Workstation) side.

After you enable logging and restart the services, log files will be created in the following location:
C:\ProgramData\FabulaTech\

Add this folder to archive (right-click, then point to Send to and select Compressed (zipped) folder).

1. On the computer where Biometrics for Remote Desktop (Server) is installed, download the disable_logs_biometricsrd_srv.reg file and apply it.
   Alternatively, you can launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 0:
   

   32-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 
   

   64-bit:
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
   HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Biometrics for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\FabulaTech\Netlink 3

2. Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
   (Press Win+R, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.)

This feature is not enabled by default. Enabling the feature requires administrator privileges.

1. To enable Crash Dump, download the enable_dump.reg file and apply it.
   Alternatively, enable and configure this feature using the following registry values under the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps key:

   - value: DumpFolder, type: REG_EXPAND_SZ, data: %LOCALAPPDATA%\CrashDumps
   - value: DumpType,   type: REG_DWORD,     data: 2

2. Reboot your PC.

Location of crash dumps:

1. Applications:

%LOCALAPPDATA%\CrashDumps

2. System services:

%WINDIR%\System32\Config\SystemProfile\AppData\Local\CrashDumps

Or, in case of 32-bit service on Windows 64-bit OS:
%WINDIR%\SysWOW64\Config\SystemProfile\AppData\Local\CrashDumps

3. Local and Network services:

%WINDIR%\ServiceProfiles\LocalService\AppData\Local\CrashDumps
%WINDIR%\ServiceProfiles\NetworkService\AppData\Local\CrashDumps

If not configured properly:

C:\ProgramData\Microsoft\Windows\WER\ReportQueue\

Add the crash dump to archive (right-click, then point to Send to and select Compressed (zipped) folder).

1. Open the Start Menu, select Control Panel - System.
2. Find the Advanced/Advanced system settings section.
3. In the Advanced/Advanced system settings section, click on the Settings button under Startup and Recovery.
4. Select Kernel memory dump from the Write debugging information drop down menu.
5. Check both the Write an event to the system log and Automatically restart boxes.
6. Reboot your PC.