Teradici PCoIP Software Client for Windows

Teradici PCoIP Software Client for Windows Version 3.3 Administrators' Guide TER1706002-3.3

Contents Who Should Read This Guide? 4 Welcome to PCoIP Software Client for Windows 5 What's New in This Release? 5 Additional Documentation 5 System Requirements 7 Client Platforms 7 Virtual Host Platforms 7 Remote Workstation Platforms 7 Remote Workstation Configuration Requirements 8 Disabling Temporal Dithering 8 Configuring PCoIP Host Software to Start Automatically (Linux Workstations) 8 Installing or Uninstalling PCoIP Software Clients 9 Before You Begin 9 Installing or Uninstalling PCoIP Software Client for Windows 9 Using the Windows Installation Wizard 9 Using the Windows Command Line 13 Uninstalling the PCoIP Software Client for Windows 13 Using the PCoIP Software Client 15 Connecting to a Remote Workstation or Virtual Desktop 15 Connecting to a Teradici PCoIP Remote Workstation Card 19 Connecting to a USB Device 20 Connecting to Human Interface Devices (HIDs) 22 Using Saved Connections 23 Changing the PCoIP Software Client Window Mode 25 Displaying the Utility Menu Bar 26 Switching between Fullscreen One Monitor and Fullscreen All Monitors 26 Minimizing the Client from Full-Screen Mode 27 Sending a Ctrl-Alt-Del Command 28 Changing the Language 28 Checking the PCoIP Software Client Software Release 29 Disconnecting a Session 30 Quitting the Teradici PCoIP Client Application 30 Troubleshooting Your PCoIP Software Client 31 Session Log IDs 31 Setting Log Levels 31 TER1706002 2

Locating PCoIP Software Client for Windows Log Files 32 PCoIP Software Client Security Modes 33 Changing the Default Security Mode in Windows 33 Getting Support 34 Contacting Support 34 The Teradici Community Forum 35 TER1706002 3

Who Should Read This Guide? This guide is intended for administrators who are responsible for installing and setting up Teradici PCoIP Software Client for Windows to connect to any of the following products: Teradici Cloud Access Software Teradici PCoIP Remote Workstation Card installed in a physical remote workstation Note: Understanding terms and conventions in Teradici guides For information on the industry specific terms, abbreviations, text conventions, and graphic symbols used in this guide, see Using Teradici Product and Component Guides and the Teradici Glossary. TER1706002 4

Welcome to PCoIP Software Client for Windows Welcome to the Teradici PCoIP Software Client for Windows Administrators' Guide. PCoIP Software Clients are applications for Windows, Mac, and Linux computers that enable users to establish PCoIP sessions with remote workstations and desktops. This guide explains how to install, configure, and use these software clients for Windows operating system. It includes details about the system requirements for client and remote workstation platforms, and where you can find the PCoIP Software Client log files. What's New in This Release? Release 3.3 of the PCoIP Software Client for Windows includes the following features: Enhanced audio and video synchronization (Technology Preview) Improved full-screen video playback, reducing the difference in delays between the audio and video channels. Improved lip sync for movie playback. This feature is currently a technology preview and disabled by default. To enable the audio and video synchronization technology preview: 1. Navigate to %APPDATA%\Teradici. 2. Add the following line to the Teradici PCoIP Client.ini file: enable_enhanced_avsync=1 3. Restart the client. To disable the feature, remove the line from the Teradici PCoIP Client.ini file. Automatic uninstall of previous versions The client installer will uninstall the previous client before installing a new version. Additional Documentation The following guides contain additional information on PCoIP Software Clients: For a summary of feature additions, important bug fixes, and known issues, see: o Teradici PCoIP Software Client 3.3.0 for Windows Release Notes TER1706002 5

For more information about Teradici Cloud Access Software, including detailed information on included PCoIP components as well as Teradici All Access plans, see the following guides: o Teradici Cloud Access Architecture Guide For information about the Teradici PCoIP Host Software that is required on remote workstations with a Teradici PCoIP Remote Workstation Card installed, see the following guides: o o PCoIP Host Software for Windows User Guide PCoIP Host Software for Linux User Guide TER1706002 6

System Requirements In this section, you'll learn about the client, virtual host, and remote workstation platforms that support your PCoIP Software Client. Client Platforms PCoIP Software Client for Windows is supported on the following client platforms: Windows 10 (64-bit) Windows 7 (64-bit) Windows 7 (32-bit) Note: Windows Embedded Standard systems are not supported PCoIP Software Clients do not operate with Windows Embedded Standard 7 or Windows Embedded Standard 8 systems. Virtual Host Platforms PCoIP Software Clients can connect to virtual desktops with a PCoIP agent installed as part of the Teradici Cloud Access Software. For details on this Teradici Cloud Access, including supported host operating systems and links to PCoIP agent documentation, see: Teradici Cloud Access Architecture Guide Teradici PCoIP Graphics Agent 2.10 for Windows Administrators' Guide Teradici PCoIP Standard Agent 2.10 for Windows Administrators' Guide Teradici PCoIP Graphics Agent 2.10 for Linux Administrators' Guide Teradici PCoIP Standard Agent 2.10 for Linux Administrators' Guide Remote Workstation Platforms PCoIP Software Clients can connect to the Teradici PCoIP Remote Workstation Card. Supported Teradici PCoIP Remote Workstation Cards: TERA22x0 with firmware 4.9 or later Teradici PCoIP Host Software must be installed on the workstation. The following software versions are supported in this release: PCoIP Host Software for Windows: 4.2.2 or later PCoIP Host Software for Linux: 4.7.0 or later TER1706002 7

Caution: Enable monitor emulation To prevent a gray screen when you connect, you must enable monitor emulation for the video ports on your remote workstation. To configure, log in to the card s Administrator Web Interface (AWI) and select Enable Monitor Emulation on Video Port n from the Configuration > Monitor Emulation menu. For more information, see the Tera2 PCoIP Zero Client Firmware 4.x and Remote Workstation Card Firmware 4.9 Administrators' Guide. Remote Workstation Configuration Requirements Before using a PCoIP Software Client to connect to a remote workstation, ensure that the workstation is configured as outlined next. Disabling Temporal Dithering Temporal dithering causes blurriness, heavy packet loss, and high CPU usage on the PC running the client during a PCoIP session. If the graphics card (GPU) on the remote workstation supports temporal dithering, this feature must be disabled before establishing a PCoIP session. The Windows NVIDIA driver does not enable temporal dithering by default, but most AMD drivers do. For more information, see Should I disable the dithering feature of my graphics card in a remote workstation environment? (KB 15134-207). Configuring PCoIP Host Software to Start Automatically (Linux Workstations) To avoid mouse and keyboard issues, administrators must configure each Linux workstation to automatically start up the PCoIP Host Software for Linux when a user logs in. To configure PCoIP host software to start automatically: 1. Log in to the Linux workstation using either a zero client or mouse and keyboard that are directly connected to the workstation. 2. Modify the workstation startup script to launch the PCoIP host software automatically. For details, see Installing PCoIP Host Software Binary RPM in the PCoIP Host Software for Linux User Guide. TER1706002 8

Installing or Uninstalling PCoIP Software Clients In this section, you'll learn how to install and uninstall PCoIP Software Client for Windows. Before You Begin Before installing a PCoIP Software Client: Log in as an administrator to the local machine on which you want to install the program. The installation requires administrator privileges. Ensure that any previously installed PCoIP Software Client application is closed prior to installing the new client. Installing or Uninstalling PCoIP Software Client for Windows This topic describes how to install and uninstall the PCoIP Software Client for Windows. You can install the PCoIP Software Client from the Windows installation wizard or the Windows command line. Using the Windows Installation Wizard Use the following procedure to install the PCoIP Software Client from the Windows installation wizard. To install the PCoIP Software Client for Windows from the wizard: 1. Double-click the PCoIP Software Client installer executable (PCoIP_Client_ installer.exe) to begin installation. If a previous version had been installed, the following message will appear. Click OK to continue. TER1706002 9

2. Click Next at the welcome screen to launch the installation wizard. 3. Carefully read the End User License Agreement (EULA) and indicate whether you agree to the terms to proceed with the installation. TER1706002 10

4. Use the Browse button to select the folder in which to install the Teradici PCoIP Client, or accept the default, and click Install. 5. If you do not have the required Microsoft Visual C++ Redistributable package installed on your machine, the following wizard appears to install the necessary runtime libraries. Click Next. TER1706002 11

6. Carefully read the license terms and if you accept the terms, click I have read and accept the license terms to proceed with the installation. 7. Click Finish to exit the Microsoft setup wizard. TER1706002 12

8. If you'd like the installer to create a desktop shortcut, choose the option provided. Otherwise, click Finish to complete the installation. If you created a desktop shortcut, the following icon appears on your desktop: Using the Windows Command Line You can also perform a silent installation of the Teradici PCoIP Client by typing the following at the command-line prompt: <location>\pcoip_client_installer.exe /S where <location> is the full path to the folder containing the Teradici PCoIP Client installer. Note: Silent installation does not provide options The silent installation uses all the default options. For example, a desktop shortcut won't be created if you use the silent installation. Uninstalling the PCoIP Software Client for Windows Use the following procedure to uninstall the PCoIP Software Client for Windows. TER1706002 13

To uninstall the PCoIP Software Client for Windows: 1. Click Start (or Search Windows for Windows 10). 2. In the search box, type Programs and Features and press Enter. 3. Select Teradici PCoIP Client from the list of programs. 4. Click the Uninstall/Change button above the list. Note: Reboot not required You are not required to reboot at the end of the installation. At the next reboot, all driver files that could not be fully removed during the uninstall process will be removed. TER1706002 14

Using the PCoIP Software Client After installing a PCoIP Software Client on your client machine, you can connect to the following PCoIP solutions or products or hosts: Teradici PCoIP Graphics Agent or PCoIP Standard Agent installed as part of Teradici Cloud Access Software. Teradici PCoIP Remote Workstation Card and Teradici PCoIP Host Software installed in a Windows or Linux workstation. You can configure your PCoIP Software Client to perform specific tasks, including: Connecting to a Remote Workstation or Virtual Desktop on page 15 Connecting to a Teradici PCoIP Remote Workstation Card on page 19 Connecting to a USB Device on page 20 Connecting to Human Interface Devices (HIDs) on page 22 Using Saved Connections on page 23 Changing the PCoIP Software Client Window Mode on page 25 Sending a Ctrl-Alt-Del Command on page 28 Changing the Language on page 28 Checking the PCoIP Software Client Software Release on page 29 Disconnecting a Session on page 30 Quitting the Teradici PCoIP Client Application on page 30 Connecting to a Remote Workstation or Virtual Desktop You can access a remote workstation or a virtual desktop with the PCoIP Graphics Agent or PCoIP Standard Agent installed. To access a remote workstation or virtual desktop: 1. Double-click the PCoIP Client desktop icon, alias, or program file (pcoip_ client.exe for Windows or PCoIPClient for Mac) to launch the application. 2. In the Host Address box, enter the fully-qualified computer name or IP address of your remote workstation or virtual desktop. TER1706002 15

Optional: In the Connection Name box, enter a name for your connection. This field accepts any Unicode character. Note: The connection information can be saved If you provide a connection name now, you will have the option to save the connection after you are authenticated. Saved connections can be quickly recalled later, without manually re-entering connection information. Caution: Leave PCoIP Remote Workstation card checkbox unchecked Do not enable the Connect to PCoIP Remote Workstation card option. 3. Click NEXT. TER1706002 16

4. At the next screen, select your domain from the list, enter your user name and password for the workstation or desktop, and then click LOGIN. If your domain does not display in the list, specify it along with your user name (for example, MyDomain\MyUserName). The login screen displays a red padlock icon when accessing a PCoIP agent desktop that uses the default self-signed certificates. This icon indicates that the software s certificate is not signed by a trusted certificate authority (CA). You can use your own internal CA to create a certificate and then install the appropriate files at each end. If the client trusts your internal CA, a green padlock icon displays on the screen instead. To learn more about certificates, see the PCoIP agent administrators guides listed in the Teradici Cloud Access Architecture Guide. TER1706002 17

5. If your login is successful, the following screen appears. Select your preferred view (WINDOWED or FULL-SCREEN), click the desktop you will connect to, and then click one of the following: To immediately connect, click CONNECT. To save your connection information, click SAVE. The SAVE button only appears if you provided a name in step 3. Note: A short interface delay is normal When a session is first connected, it may take a few seconds before you can take control of the keyboard and mouse. This is normal behavior. 6. If your system is locked after connecting, choose Connection > Send CTRL- ALT-DEL from the client menu and enter your login credentials. TER1706002 18

Connecting to a Teradici PCoIP Remote Workstation Card You can access a remote workstation with a Teradici PCoIP Remote Workstation Card installed. To access a remote workstation with a Teradici PCoIP Remote Workstation Card installed: 1. Double-click the PCoIP Client desktop icon, alias, or program file (pcoip_ client.exe) to launch the application. 2. In the Host Address box, enter the fully-qualified computer name or IP address of the Teradici PCoIP Remote Workstation Card installed in the remote workstation. 3. Optional: In the Connection Name box, enter a name for your connection. This field accepts any Unicode character. Note: The connection information can be saved If you provide a connection name now, you will have the option of saving the connection after you are authenticated. Saved connections can be quickly recalled later, without manually re-entering connection information. 4. Enable the Connect to PCoIP Remote Workstation card option. TER1706002 19

5. Click CONNECT. Note: A short interface delay is normal When a session is first connected, it may take a few seconds before you can take control of the keyboard and mouse. This is normal behavior. 6. If your system is locked upon connection, select the Connection > Send CTRL- ALT-DEL menu from the PCoIP Software Client to log in, and then enter your user name and password. Connecting to a USB Device These instructions apply only to systems using the Teradici PCoIP Standard Agent for Windows or Teradici PCoIP Graphics Agent for Windows. USB must be enabled on the host for the client to connect to a USB device. Note: USB devices cannot be simultaneously accessed by hosts and clients When you make a USB device available to your remote host, it is disabled on your client s computer. Note: One-time PCoIP Software Client for Mac login The first time you connect after a Mac installation, you must enter a Mac administrator user name and password. You only need to do this once. To connect to a USB device: 1. Ensure the USB device is attached. 2. Select the Connection > USB Devices menu option. TER1706002 20

3. Click Connect beside the USB device you want. Note: About the USB device list Many systems have integrated USB devices, such as webcams on laptops, that always appear in this list in addition to devices you have plugged in yourself. Some devices will identify themselves only as USB Device. To disconnect a USB device: 1. Select the Connection > USB Devices menu option. TER1706002 21

2. Click Disconnect beside the USB device you want to disconnect. Connecting to Human Interface Devices (HIDs) Human Interface Devices, or HIDs, are the devices you use to interact with your desktop. Keyboards, mice, and tablets are all examples of HIDs. Most HIDs are terminated locally, meaning the PCoIP client handles their input and sends it to the PCoIP host. Locally terminated HIDs do not require any special configuration to work. Some HIDs, such as Wacom tablets or 3D mice, cannot be locally terminated and must be passed through to the host for handling through a process called bridging. To enable HID bridging on the client machine, navigate to Connection > USB Devices and enable the HID checkbox, as shown next. TER1706002 22

Caution: Bridging also requires host configuration Before bridged devices will work on the host, you must configure the host PCoIP agent. For detailed information, see the administrators guide for your desktop s agent: Teradici PCoIP Graphics Agent 2.10 for Windows Administrators' Guide Teradici PCoIP Standard Agent 2.10 for Windows Administrators' Guide Teradici PCoIP Graphics Agent 2.10 for Linux Administrators' Guide Teradici PCoIP Standard Agent 2.10 for Linux Administrators' Guide Using Saved Connections Once you have saved a connection, you can use it to reconnect easily. To reconnect using your saved connection: TER1706002 23

1. Click the button for the saved connection. The button label displays the connection name you assigned when you configured the connection. 2. To see the connection address, hover your mouse over the saved connection. Hovering over a saved virtual desktop will also show the desktop name. 3. To edit or delete a saved connection, click the configure button on the right, and then select the desired option from the popup menu. TER1706002 24

4. If you have saved multiple connections, click the desired one to reconnect. If you have more than four saved connections, additional saved connection buttons appear in an extended area of the page. Use the forward and back arrows to navigate between areas. 5. Any time you wish to connect to a new workstation, just click NEW CONNECTION to return to the main screen, and then enter the connection details. Changing the PCoIP Software Client Window Mode You can display the PCoIP Software Client window in full-screen or windowed mode. Full-screen is the recommended mode to use for best results. From either client, select View > Show/Hide Fullscreen All Monitors or Show/Hide Fullscreen One Monitor to change the screen mode. TER1706002 25

You can also toggle between windowed and full-screen modes using the following key sequences: Show Fullscreen One Monitor: Ctrl+Alt+Enter Note: Identical hotkey for Show Fullscreen All Monitors and Show Fullscreen One Monitor The hotkey sequence for Show Fullscreen All Monitors and Show Fullscreen One Monitor is identical. This is because the hotkey is a toggle between these two modes. You need to use the menu item to switch between all monitors or one monitor, then you can use Ctrl+Alt+Enter to toggle between full-screen and windowed mode. See Switching between Fullscreen One Monitor and Fullscreen All Monitors on page 26. Note: Maximizing window does not equal full-screen mode Maximizing the window does not put the PCoIP Software Client window into full-screen mode. Displaying the Utility Menu Bar In full-screen mode, PCoIP Software Client menus are located in a drop-down utility menu bar. You can display this menu bar by moving the mouse cursor to the top of the screen. Switching between Fullscreen One Monitor and Fullscreen All Monitors You can change directly from Fullscreen All Monitors to Fullscreen One Monitor and back using the View menu: TER1706002 26

Minimizing the Client from Full-Screen Mode You can minimize the PCoIP Software Client while in full-screen mode by navigating to View > Minimize Client: You can also minimize the client by using the following key sequence: Ctrl+Alt+M TER1706002 27

Sending a Ctrl-Alt-Del Command To send the Ctrl-Alt-Del keyboard command to a remote workstation, select the Connection > Send CTRL-ALT-DEL menu option. Changing the Language In addition to English, the PCoIP Software Client also supports these languages: Chinese (Simplified), French, German, Italian, Japanese, Korean, Portuguese (Brazil), Portuguese (Europe), Russian, Spanish, and Turkish. During installation, you can select one of the supported languages. To change the language after installation: In Control Panel > Region and Language > Formats tab, select another language in the Format list. TER1706002 28

Checking the PCoIP Software Client Software Release The PCoIP Software Client pre-session window contains an About button in the lower left of the window. Click this button and then select About from the popup menu to display the PCoIP Software Client software release version. From either client, you can also select the Teradici PCoIP Client > About Teradici PCoIP Client menu to display the software release version from within a PCoIP session. Note: About menu item only appears when the client is in session The About Teradici PCoIP Client menu item only appears when the client is in session. The menu item is not available from the pre-session GUI. TER1706002 29

Disconnecting a Session To disconnect a PCoIP session from either client, but still leave the PCoIP Software Client application running, select the Connection > Disconnect menu option. Tip: Quickly disconnect from a session To quickly disconnect from a session, press Ctrl + Alt + F12. Quitting the Teradici PCoIP Client Application To disconnect a PCoIP session and quit the application at the same time: Select the Teradici PCoIP Client > Quit Teradici PCoIP Client menu option. TER1706002 30

Troubleshooting Your PCoIP Software Client This section demonstrates using PCoIP Software Client log files to troubleshoot problems you may encounter with your PCoIP Software Client. PCoIP Software Client logs are text (.txt) files that contain system and session information about your connection. They are useful for troubleshooting problems. A new log file is created each time you use a PCoIP Software Client to initiate a PCoIP session. If you experience a problem, recreate the issue, then send your most recent PCoIP Software Client log file along with any relevant screenshots to Teradici Support, as per your support agreement. You can also check the Teradici PCoIP Community Forum for troubleshooting information about this product. Session Log IDs The PCoIP Software Client creates a unique session ID when a new session is established, and distributes that ID to all components in the system. When PCoIP components generate log messages, they are prefixed by this unique session ID, allowing administrators and support to easily group events by session across multiple components: yyyy-mm-ddthh:mm:ss.ffffffz xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx > For example: 2015-11-06T08:01:18.688879Z 4208fb66-e22a-11d1-a7d7-00a0c982c00d > Log messages that do not pertain to a specific session will show a string of zeroes in place of the session log ID number. Setting Log Levels You can set log levels to determine the level of details provided in the log. Log levels range from 0 to 3, where 0 provides the least information and 3 provides the most information. To set log levels on Windows: 1. From the command prompt, navigate to C:\Program Files (x86)\teradici\pcoip Client\bin. TER1706002 31

2. Enter the following command: pcoip_client.exe -l x where l is lowercase L and x is desired the log level (1, 2, or 3). Locating PCoIP Software Client for Windows Log Files For computers running Windows, you can access PCoIP Software Client log files using Windows Explorer. To display log files using Windows: 1. Open a Windows Explorer window. 2. Use the address bar at the top of the Explorer window to navigate to the following folder: %localappdata%\teradici\pcoipclient\logs 3. Copy and paste the file to another location, or double-click it to open the file and display its contents. TER1706002 32

PCoIP Software Client Security Modes The PCoIP Software Client uses certificates to verify the identity of the host to which it connects. The security mode is configured by the security_mode= setting in the Teradici PCoIP Client configuration file, which is described next. Three security mode options are available: security_mode=0 (verification is not required) A red, unlocked padlock icon appears on the client login screen. security_mode=1 (warn but allow) This is the default mode in this release. If a certificate cannot be verified, an 'untrusted server' warning displays and a red, unlocked padlock icon appears on the client login screen. Users still have the option of connecting. security_mode=2 (full verification is required) Users cannot connect unless a certificate can be verified. Note: PCoIP sessions are always encrypted Your PCoIP session is still encrypted and secure if you connect with security mode 0 or 1. The red padlock icon indicates that the certificate presented by the host is not signed by a trusted certificate authority in the client s certificate store, not that the session is insecure. Changing the Default Security Mode in Windows Use the following procedure to change the default security mode in Windows. To change the security mode for the PCoIP Software Client for Windows: 1. Close the PCoIP Software Client. 2. Open a Windows Explorer window and navigate to %appdata%\teradici. 3. Using a text editor, open Teradici PCoIP Client.ini. 4. Add the line security_mode=<value> to the file, where <value> is your desired security option (0, 1, or 2). 5. Save the file. TER1706002 33

Getting Support If you are having trouble, help is always available. This section contains information about contacting Teradici support and connecting with the Teradici user community. Contacting Support If you encounter problems installing or using Teradici technology, you can: Check for updated release notes, which may address the issue you are experiencing. Release notes are published on Teradici Support. Browse the Teradici Knowledge Base. Submit a support ticket. TER1706002 34

The Teradici Community Forum The PCoIP Community Forum allows users to have conversations with other IT professionals to learn how they resolved issues, find answers to common questions, have peer group discussions on various topics, and access the Teradici PCoIP Technical Support Service team. Teradici staff are heavily involved in the forums. To join the Teradici community, visit the Teradici Community Forum. TER1706002 35

Teradici Corporation #101-4621 Canada Way, Burnaby, BC V5G 4X8 Canada phone +1.604.451.5800 fax +1.604.451.5818 www.teradici.com The information contained in this documentation represents the current view of Teradici Corporation as of the date of publication. Because Teradici must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Teradici, and Teradici cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. TERADICI MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Teradici Corporation. Teradici may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Teradici, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. Visit Notice of Intellectual Property Rights for more information. 2004-2017 Teradici Corporation. All rights reserved. Teradici, PC-over-IP, and PCoIP are trademarks of Teradici Corporation and may be registered in the United States and/or other countries. Any other trademarks or registered trademarks mentioned in this release are the intellectual property of their respective owners. TER1706002 36