Troubleshooting

Typical issues

There is no connection to the workstation module over Citrix ICA.

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.

Cannot connect to remote side after installing (reinstalling) Citrix Receiver/Workspace, VMware View Client, Amazon Client, Teradici Client.

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.

If there is a bug with the functionality of our software, do the following:

Enable logging.

On the computer where Scanner for Remote Desktop (Workstation) is installed, download the enable_logs_scannerrd_wks.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\Scanner for Remote Desktop (Workstation)
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Scanner for Remote Desktop (Workstation)
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

Restart the services: FabulaTech Scanner for RD Workstation and 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.)
Enable logging on the Scanner for Remote Desktop (Server) side.

Check log rotation settings.

In order to preserve disk space, old program logs are deleted when the number of log files exceeds the specified limit. To increase log files number, create or change two REG_DWORD parameters: RotationLogFileNumber and OverrideLogMaxFiles in the following registry locations:

32-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Scanner for Remote Desktop (Workstation)

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Scanner for Remote Desktop (Workstation)

Set both parameters to 0 to disable all limitations.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Collect the logs.

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).

Send compressed logs to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.

Disable logging (in order to improve the performance of your PC).

On the computer where Scanner for Remote Desktop (Workstation) is installed, download the disable_logs_scannerrd_wks.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\Scanner for Remote Desktop (Workstation)
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Scanner for Remote Desktop (Workstation)
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3

Restart the services: FabulaTech Scanner for RD Workstation and 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.)

Restore log rotation settings.

In order to preserve disk space, remove two REG_DWORD parameters: RotationLogFileNumber and OverrideLogMaxFiles in the following registry locations:

32-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Scanner for Remote Desktop (Workstation)

64-bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Scanner for Remote Desktop (Workstation)

If the process crashes, do the following:

Enable dump creation.

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

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
```
Reboot your PC.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Collect dump file.

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).

Send compressed dump to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.

If there is a BSOD caused by our software, do the following:

Enable kernel memory dump.

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

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Find the file MEMORY.DMP (located on %SystemRoot% folder).