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What is an acceptable level of packet loss?

Just like VoIP and video conferencing, PCoIP is a real time protocol. Once a packet is lost in transit, there typically isn't time to re transmit before the PCoIP session is impacted. Therefore, the most acceptable level of loss is 0%. Packet loss maybe …

Client Health Check - Diagnostics and troubleshooting guide

Summary To receive a detailed client diagnostic report, create a client support/log file bundle and then submit this bundle to the PCoIP health check tool. Once the files are submitted, it will take 5-10 minutes to produce a detailed report. The …

Troubleshooting USB device issues with USBlyzer

USBlyzer USBlyzer is a software protocol analyzer that can be used to observe USB traffic from the host perspective. It may be useful debugging cases where a device is plugged in successfully (it can be seen in Device Manager) but for some reason doesn't …

Troubleshooting PCoIP Display Issues

This article provides general troubleshooting steps for performance issues when remoting virtual desktops. Scenarios covered include: Video slicing or tearing. Screen (or parts of the screen) becomes fuzzy screen and then clears up. Slow screen updates. …

How to use the packet capture utility in PCoIP Zero Client Firmware

Since many customers are unlikely to have access to a port mirroring switch, a new packet capture feature was added in firmware 4.7.0. It is designed to assist with troubleshooting Unified Communications issues. Note: The packet capture utility will not …

Why does my mouse and keyboard not work when connecting to a HP Z420 or Z620 using a PCoIP Remote Workstation Card via a PCoIP Zero Client?

Answer: USB HID devices fail to initialize on PCoIP session start for HP Z420, Z620, Z820 workstations running BIOS 03.18 -3.68. HP has resolved the issue in BIOS release 03.69 Rev. A (9 May 2014). The BIOS file name is sp66326.exe. For more information …

What does a NACK or NAK log entry indicate?

Negative Acknowledgement PCoIP imaging will acknowledge or use selective acknowledgement in newer PCoIP implementations, to signal to the PCoIP Host that imaging data was successfully received and displayed. In the event that this process is not …

VMware View Client with dual Virtual NICs unable to connect to virtual desktop

Scenario A VMware View Client with dual virtual NICs configured may not be able to connect to the virtual desktop. Note: this article does not apply to PCoIP Zero Clients. Dual Virtual NICs Configured on the View Client Cause If the client has been …

Why am I experiencing poor performance when playing a 1080p high fps video with my PCoIP Remote Workstation Card and PCoIP Software Client?

Problem When using the PCoIP Software Client to connect to a PCoIP Remote Workstation Card I cannot achieve high frame rate playback. Cause There are a number of factors that can contribute to poor performance so the best method of trying to determine …

How do I fix a problem with a USB mouse and keyboard not working on a Dell Precision R7610 workstation?

Answer: Dell fixed a known issue with the USB keyboard and mouse on Dell Precision R7610 workstations. The problem can happen on any Dell Precision workstation when connected to any PCoIP Zero Client. The issue was fixed in Dell BIOS A07. For more details …

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