Troubleshooting Amazon WorkSpaces Client Issues - Amazon WorkSpaces
The Amazon WorkSpaces Application Manager client application isn't appearing on my Windows WorkSpace desktopI don't see any applications listed in the Amazon WorkSpaces Application Manager client applicationAfter logging in, the Windows client application displays only a white page and I cannot connect to my WorkSpaceMy WorkSpaces client gives me a network error, but I am able to use other network-enabled apps on my deviceIt sometimes takes several minutes to log in to my Windows WorkSpaceWhen I try to log in, the Amazon WorkSpaces Windows client gets stuck on the "Preparing your login page" screenThe Amazon WorkSpaces Windows client application login page is very tinyI see the following error message: "WorkSpace Status: Unhealthy. We were unable to connect you to your WorkSpace. Please try again in a few minutes."Sometimes I am logged off of my Windows WorkSpace, even though I closed the session, but did not log offI forgot my password and tried to reset it, but I didn’t receive an email with a reset linkI can't connect to the internet from my WorkSpaceI installed a third-party security software package and now I can't connect to my WorkSpaceI am getting a "network connection is slow" warning when connected to my WorkSpaceI got an "invalid certificate" error on the client application. What does that mean?I'm having trouble when I try to connect to my Windows WorkSpace using Web AccessI see the following error message: "Device can't connect to the registration service. Check your network settings."I skipped an update to my client application and am having trouble updating my client to the latest versionMy headset doesn't work in my WorkSpaceI am unable to install the Android client application on my ChromebookI'm getting the wrong characters when I type; for example, I get \ and | when I try to type quotation marks (' and ")I'm having trouble using the Windows logo key in Windows WorkSpaces when working on a MacMy WorkSpace looks blurry on my MacI'm having trouble copying and pasting

Troubleshooting Amazon WorkSpaces Client Issues

The following are common issues that you might have with your WorkSpaces client.

Issues

The Amazon WorkSpaces Application Manager client application isn't appearing on my Windows WorkSpace desktop

The Amazon WAM shortcut should be installed on the Windows WorkSpaces client desktop. If the shortcut isn't on the client desktop, see Troubleshooting Amazon WAM Issues in the Amazon WAM User Guide.

I don't see any applications listed in the Amazon WorkSpaces Application Manager client application

Choose MY APPS to see the applications that your admin has specified to install by default on your WorkSpace. Choose DISCOVER to see the applications that your admin has made available for you to install.

After logging in, the Windows client application displays only a white page and I cannot connect to my WorkSpace

This problem can be caused by expired Verisign/Symantec certificates on your client computer (not your WorkSpace). Remove the expired certificate and launch the client application again.

To find and remove expired Verisign/Symantec certificates

  1. In the Windows Control Panel on your client computer (not your WorkSpace), choose Network and Internet.

  2. Choose Internet Options.

  3. In the Internet Properties dialog box, choose Content, Certificates.

  4. In the Certificates dialog box, choose the Intermediate Certificate Authorities tab. In the list of certificates, select all certificates that were issued by Verisign or Symantec that are also expired, and choose Remove. Do not remove any certificates that are not expired.

  5. On the Trusted Root Certificate Authorities tab, select all certificates that were issued by Verisign or Symantec that are also expired, and choose Remove. Do not remove any certificates that are not expired.

  6. Close the Certificates dialog box and the Internet Properties dialog box.

My WorkSpaces client gives me a network error, but I am able to use other network-enabled apps on my device

The WorkSpaces client applications rely on access to resources in the AWS Cloud, and require a connection that provides at least 1 Mbps download bandwidth. If your device has an intermittent connection to the network, the WorkSpaces client application might report an issue with the network.

Amazon WorkSpaces enforces the use of digital certificates issued by Amazon Trust Services, as of May 2018. Amazon Trust Services is already a trusted Root certificate authority (CA) on the operating systems that are supported by Amazon WorkSpaces. If the Root CA list for your operating system is not up to date, your device cannot connect to WorkSpaces and the client gives a network error.

To recognize connection issues due to certificate failures

  • PCoIP zero clients — The following error message is displayed:

    Failed to connect. The server provided a certificate that is invalid. See below for details:
    - The supplied certificate is invalid due to timestamp
    - The supplied certificate is not rooted in the devices local certificate store
  • Other clients — The health checks fail with a red warning triangle for Internet.

To resolve certificate failures

Use one of the following solutions for certificate failures.

  • For the Windows client, download and install the latest Windows client application from Amazon WorkSpaces Client Downloads. During installation, the client application ensures that your operating system trusts certificates issued by Amazon Trust Services. If updating your client does not resolve the issue, contact your Amazon WorkSpaces administrator.

  • For all other clients, contact your Amazon WorkSpaces administrator.

It sometimes takes several minutes to log in to my Windows WorkSpace

Group Policy settings that are set by your system administrator can cause a delay on login after your Windows WorkSpace has been launched or rebooted. This delay occurs while the Group Policy settings are being applied to the WorkSpace, and is normal.

When I try to log in, the Amazon WorkSpaces Windows client gets stuck on the "Preparing your login page" screen

When starting versions 3.0.4 and 3.0.5 of the WorkSpaces Windows client application on a Windows 10 machine, the client might get stuck on the "Preparing your login page" screen. To avoid this issue, either upgrade to version 3.0.6 of the Windows client application or do not run the Windows client application with administrator (elevated) privileges.

The Amazon WorkSpaces Windows client application login page is very tiny

Running the WorkSpaces Windows client with administrator (elevated) privileges might result in viewing issues in high DPI environments. To avoid these issues, run the client in user mode instead.

I see the following error message: "WorkSpace Status: Unhealthy. We were unable to connect you to your WorkSpace. Please try again in a few minutes."

If you just started or restarted your WorkSpace, wait a few minutes, and then try to log in again.

If you continue to receive this error message, you can try the following actions (if your WorkSpaces administrator has enabled you to do them):

If you are unable to restart or rebuild the WorkSpace yourself, or if you continue to see the error message after doing so, contact your WorkSpaces administrator for assistance.

Sometimes I am logged off of my Windows WorkSpace, even though I closed the session, but did not log off

Your system administrator applied a new or updated Group Policy setting to your Windows WorkSpace that requires a logoff of a disconnected session.

I forgot my password and tried to reset it, but I didn’t receive an email with a reset link

Contact your Amazon WorkSpaces administrator for assistance.

I can't connect to the internet from my WorkSpace

WorkSpaces cannot communicate with the internet by default. Your Amazon WorkSpaces administrator must explicitly provide internet access.

I installed a third-party security software package and now I can't connect to my WorkSpace

You can install any type of security or firewall software on your WorkSpace, but Amazon WorkSpaces requires that certain inbound and outbound ports are open on the WorkSpace. If the security or firewall software that you install blocks these ports, the WorkSpace might not function correctly or might become unreachable. For more information, see Port Requirements for Amazon WorkSpaces in the Amazon WorkSpaces Administration Guide.

To restore your WorkSpace, rebuild your WorkSpace if you still have access to it, or ask your Amazon WorkSpaces administrator to rebuild your WorkSpace. You then have to reinstall the software and properly configure port access for your WorkSpace.

I am getting a "network connection is slow" warning when connected to my WorkSpace

If the round-trip time from your client to your WorkSpace is longer than 100ms, you can still use your WorkSpace, but this might result in a poor experience. A slow round-trip time can be caused by many factors, but the following are the most common causes:

  • You are too far from the AWS Region that your WorkSpace resides in. For the best WorkSpace experience, you should be within 2,000 miles of the AWS Region that your WorkSpace is in.

  • Your network connection is inconsistent or slow. For the best experience, your network connection should provide at least 300 kbps, with capability to provide over 1 Mbps when viewing video or using graphics-intensive applications on your WorkSpace.

I got an "invalid certificate" error on the client application. What does that mean?

The WorkSpaces client application validates the identity of the WorkSpaces service through an SSL/TLS certificate. If the root certificate authority of the Amazon WorkSpaces service cannot be verified, the client application displays an error and prevents any connection to the service. The most common cause is a proxy server that is removing the root certificate authority and returning an incomplete certificate to the client application. Contact your network administrator for assistance.

I'm having trouble when I try to connect to my Windows WorkSpace using Web Access

Windows WorkSpaces rely on a specific login screen configuration to enable you to log in from your Web Access client. Your Amazon WorkSpaces administrator might need to configure Group Policy and Security Policy settings to enable you to log in to your WorkSpace from your Web Access client. If these settings are not correctly configured, you might experience long login times or black screens when you try to log in to your WorkSpace. Contact your Amazon WorkSpaces administrator for assistance.

Important

Beginning October 1, 2020, customers will no longer be able to use the Amazon WorkSpaces Web Access client to connect to Windows 7 custom WorkSpaces or to Windows 7 Bring Your Own License (BYOL) WorkSpaces.

I see the following error message: "Device can't connect to the registration service. Check your network settings."

When a registration service failure occurs, you might see the following error message on the Connection Health Check page: "Your device is not able to connect to the WorkSpaces Registration service. You will not be able to register your device with WorkSpaces. Please check your network settings."

This error occurs when the WorkSpaces client application can't reach the registration service. Contact your Amazon WorkSpaces administrator for assistance.

I skipped an update to my client application and am having trouble updating my client to the latest version

If you've skipped an update to your Amazon WorkSpaces Windows client application and now want to update to the latest version of the client, see Update the WorkSpaces Windows client application to a newer version.

If you've skipped an update to your Amazon WorkSpaces macOS client application and now want to update to the latest version of the client, see Update the WorkSpaces macOS client application to a newer version.

My headset doesn't work in my WorkSpace

If you're using the Android, iPad, macOS, Linux, or Windows client application for Amazon WorkSpaces, and you're having trouble using your headset in your WorkSpace, try the following steps:

  1. Disconnect from your WorkSpace (choose Amazon WorkSpaces, Disconnect WorkSpace).

  2. Unplug your headset, and then plug it back in. Verify that it works on your local computer or tablet. For a USB headset, make sure that it shows up as a playback device locally on your computer or tablet:

    • For Windows, check the devices listed in the Control Panel under Hardware and Sound > Sound. In the Sound dialog box, choose the Playback tab.

    • For macOS, choose the Apple menu > System Preferences > Sound > Output.

    • For iPad, open the Control Center and tap the AirPlay 
                                    Airplay button
                                button.

    • For Chromebook, open the system tray, and then choose the headphone icon next to the volume slider. Select the devices that you want to use for audio input and output.

  3. Reconnect to your WorkSpace.

Your headset should now work in your WorkSpace. If you're still having trouble with your headset, contact your WorkSpaces administrator.

Note

Audio currently is not supported on Linux WorkSpaces using the WorkSpaces Streaming Protocol (WSP).

I am unable to install the Android client application on my Chromebook

Version 2.4.13 is the final release of the Amazon WorkSpaces Chromebook client application. Because Google is phasing out support for Chrome Apps, there will be no further updates to the WorkSpaces Chromebook client application, and its use is unsupported.

For Chromebooks that support installing Android applications, we recommend using the Amazon WorkSpaces Android Client Application instead.

If you are using a Chromebook launched before 2019, see the installation steps for Chromebooks launched before 2019 before attempting to install the Amazon WorkSpaces Android client application.

In some cases, your WorkSpaces administrator might need to enable your Chromebook to install Android applications. If you are unable to install the Android client application on your Chromebook, contact your WorkSpaces administrator for assistance.

I'm getting the wrong characters when I type; for example, I get \ and | when I try to type quotation marks (' and ")

This behavior might occur if your device is not set to the same language as your WorkSpace, or if you're using a language-specific keyboard, such as a French keyboard.

To resolve this issue, see Amazon WorkSpaces Language and Keyboard Support.

I'm having trouble using the Windows logo key in Windows WorkSpaces when working on a Mac

By default, the Windows logo key on a Windows keyboard and the Command key on an Apple keyboard are both mapped to the Ctrl key when you're using the Amazon WorkSpaces macOS client application. If you want to change this behavior so that these two keys are mapped to the Windows logo key, see Remapping the Windows Logo Key or the Command Key for instructions on how to remap these keys.

My WorkSpace looks blurry on my Mac

If your screen resolution in WorkSpaces is low and objects look blurry, you need to turn on high DPI mode and adjust the display scaling settings on your Mac. For more information, see WorkSpaces High DPI Display Support.

I'm having trouble copying and pasting

If you are having trouble copying and pasting, confirm the following to help solve your issue:

  • Your administrator has enabled clipboard redirection for your WorkSpace.

    Note

    Clipboard redirection isn’t supported in the WorkSpaces Linux client application.

  • The uncompressed object size is under the maximum of 20 MB.

  • The data type that you copied is supported for clipboard redirection. For a list of supported data types, see Understanding Cloud Access Software Copy/Paste Feature in the Teradici documentation.