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.

The actual name of the local hardware scanner is shown in the tray context menu. Local scanner connected to the remote session is shown as FabulaTech Virtual WIA Scanner and/or FabulaTech Virtual TWAIN Scanner in scanning applications.

Check whether the name of the local hardware scanner is shown in the tray context menu. Please check, whether the device is selected with checkbox.

Check whether the name of the local hardware scanner is shown in the tray context menu. Please check, whether the device is selected with checkbox.

Check whether FabulaTech Virtual TWAIN Scanner is selected in your scanning application.

Check whether the device is functioning on the local side. It is not necessary to use the same application as in the remote session. You can use MS Paint (WIA interface) or IrfanView (TWAIN interface).

Your scanner may not support TWAIN or WIA interfaces.

One of the possible reasons is that redirection of the "Windows" folder to User Profile folder is enabled. The "Windows" folder appears in this case in the User Profile folder (e.g.: C:\Users\%USERNAME%\Windows). It happens when the server role "Remote Desktop Services" (Windows Server 2008) or "Terminal Server" (Windows Server 2003) is added. In this case the required FabulaTech files are missing in the User Profile folder.

Solution 1:

• Create "twain_32" folder in "Users\%USERNAME%\Windows" folder.
• Copy "FabulaTechScanner" folder from "Windows\twain_32" to "Users\%USERNAME%\Windows\twain_32".
• Copy "Windows\twain_32.dll" file to "Users\%USERNAME%\Windows".

Solution 2:

This method is preferable for Windows Server 2003. It can be used on Windows Server 2008 as well.

This problem can be solved by enabling the "Do not substitute user Windows directory" option for a particular application through the Windows Registry. To enable the option, do the following:

1. Start Registry Editor. (regedit.exe)
2. Locate the following registry subkey:
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\Compatibility\Applications\
   (for 64-bit applications on 64-bit OS, or 32-bit applications on 32-bit OS) or
   HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Terminal Server\Compatibility\Applications\
   (for 32-bit applications on 64-bit OS)
3. Create the subkey MYAPP in the subkey located above.
   MYAPP is the name of an executable file in the "Myapp.exe" application. For example the name of IrfanView executable file is "i_view32.exe". Thus a subkey name for this application will be i_view32.
4. Create the value with the following parameters:
   
   Value Name: Flags
   Type: REG_DWORD
5. Assign hex value of 408 (add 0x00000008 for 32-bit Windows applications, add 0x00000400 to disable the substitution of user Windows directory).

For more information follow the link http://support.microsoft.com/kb/186499

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

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

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

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 (Server)

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

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 Scanner for Remote Desktop (Server) is installed, download the disable_logs_scannerrd_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\Scanner for Remote Desktop (Server)
   HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3 
   

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

2. Restart the services: FabulaTech Scanner for RD Server 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.)

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 (Server)

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

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.