Wyse P20 PCoIP - Display 'Reset'

[DarrenBull]

Hi, hope someone can help with this. We have View 5 deployed with Wyse P20s and a number of users have a strange display issue. Most users have dual monitors and some set this up within the Wyse firmware so that display 1 is on the right, with display 2 on the left (reversed). Some obviously don't. Regardless, many users will be working away when their display will 'blink' - i.e. go black. Following this they will either be automatically reconnected to their session, or disconnected entirely.

If reconnected, to the user it just seems as though their monitor had a slight glitch except once the session is back up those users who had their monitors reversed find that they are back to the default setting. If they then disconnect and reconnect the monitors go back to reversed.

Those that are disconnected obviously need to log back in again no matter what.

This does not seem to be affecting all users and 90% of people are using the same image. This also used to happen with an older build so we don;t think the image is at fault. It just seems to be getting more widespread, or at least more people are reporting it now.

Does anyone have any idea where we begin to find the cause of this? Any help appreciated.

[mittim12]

I would open a ticket with http://www.teradici.com/ and see if they can help.   

[gunnarb]

Can you post your pcoip_server logs.  I'd like to see whats going on that causes the black screen.  Once your session is established it should stay connected unless packet loss occurs.  The log will help me see.

I agree with Tim though, open a ticket at techsupport.teradici.com, they would be best suited to help you resolve the issue.

They will want your Pcoip_server log and your Zero Client log.  In fact, I want both of those too, so if you can post them.

Gunnar

[chaz112182]

try using terradici firmware version 3.2.1 for those users that have experienced the problem. we have a subset of users who insist on using 1366 x 768 for their resolution. i have a login script in place that sets the resolution accordingly. if i am running any other firmware version other than 3.2.1 the same thing happens that you mentioned where the screen goes blank after a period of inactivity and then when the user comes back to their desk the resolution gets reset to the native resolution. for some reason (i think its a bug) with 3.2.1 running this doesn't happen. so we setup a group in the pcoip management console for those users who require the old person resolution and we never update the firmware for that group.

[gunnarb]

That's very interesting Chaz.  I'll make sure that Teradici is aware of this, if you are open to working with them.  If there is a regression in Firmware I'm positive they'd like to figure out what happened.

Gunnar

[DarrenBull]

Hi, am away from the office at present so don't have logs to hand but will post when I can. Interesting about the firmware though - I will roll this back and see if it does make a difference. Not something I would have ever guessed at as we are at 3.5 now and would never have reverted that far back.

Thanks for the tip, fingers crossed.

[chaz112182]

very interesting indeed. id be willing to work with them. ive opened tickets in the past i believe to no avail. so far the only fix has been to run the older firmware.

[gunnarb]

I like Teradici too much not to get them involved.  If this is really a regression issue they will want to know.  I'll see if I can get some eyes on this for you.

[chaz112182]

It's all good I like them too.

Thanks.