Hello, everyone! I will share with you how to deal with the incompatibility between peripherals and application software?
1.1 Symptom
What should I do if employees give feedback on incompatibility between peripherals and application software?
1.2 Peripheral Faults
1.2.1 Simple Analysis Methods
1.Confirm whether the peripheral is in the incompatibility list? You can confirm the compatibility of the peripheral by using either of the following methods:
Use Huawei FusionCloud Solution Compatibility Check Assistant to query the compatibility of the peripheral:http://support.huawei.com/onlinetool/datums/fusioncloud/comptool/index.en.jsp
Download the compatibility tool on the Compatibility Check Assistant page to analyze peripheral compatibility.
Visit http://forum.huawei.com/enterprise/thread-319137.html to download Huawei vTools, and use the compatibility tool and the compatibility list to analyze peripheral compatibility.
2.On Floating Window, click Settings to view whether devices exist to determine whether the fault is on the thin client (TC) or on the virtual machine (VM). If no device is found, the fault is on the TC (the policy configuration is incorrect or the TC cannot identify the device).
3. Install the device driver on the VM first. On the VM device manager, check whether an inserted device exists, and then double-click the device and USB Devices to check the device status. If the device is running properly, the universal serial bus (USB) redirection is normal. Otherwise, the USB redirection fails.
1.2.2 Detailed Analysis Methods
1.Policy faults: Some non-standard devices may not be recognized by Huawei Discover Protocol (HDP), and then fail to be redirected to the VM. As a result, the devices cannot be properly used.
The policy can allow or deny a device. After logging in to the VM, if the device is displayed in the Settings dialog box of the Floating Window, the device is allowed to be redirected to the VM. If the device is not displayed, the device is denied to be redirected to the VM.
If the policy is correctly configured, but the device is not displayed in the Settings dialog box, the fault is on the TC.
If the Settings dialog box keeps displaying Loading, there are two possible causes: 1) The HDPUSB service is abnormal. 2) Versions are unmatched. Use matched client and server versions. For the former one, restart the VM. For the latter one, use matched client and server versions. For the USB redirection function, the R5C10SPC100 version can be compatible with earlier R5C10 versions only.
2. TC faults: Determine whether the TC can be replaced with a new one. If the Linux TC cannot be redirected, verify whether the Windows TC can be redirected. If no Windows TC is available, use a Windows physical machine or laptop to log in to the VM and conduct a test.
Check whether the cable used to connect the USB device to the TC is in the normal state. Test the cable on other normal devices. If the cable cannot be normally used on other devices, the cable is faulty. Replace the faulty cable with a new one. If the cable can be normally used on other devices, the fault is not caused by the cable. Proceed with the following check.
Check whether the TC USB port is in the normal state. If it is abnormal, use another USB port to connect the device.
Check whether the device is connected to the TC directly or through the USB HUB or USB extension cable. If the device is connected to the TC using the USB HUB or USB extension cable, directly connect it to the TC to check whether the device can be properly used. If the device can be properly used, the USB HUB or USB extension cable is faulty. Replace the USB HUB or extension cable, or directly connect the peripheral to the TC to rectify the fault. If the fault persists when the device is directly connected to the TC, proceed with the following check.
Check whether the TC has multiple peripherals. If multiple peripherals exist, remove other peripherals to conduct the test. If the TC runs normally, the possible cause is incompatibility among multiple peripherals. If the fault persists when the TC has only one peripheral, proceed with the following check.
3.VM Faults: Check whether the VM is the normal state, and whether all inserted devices cannot be identified. Restart or replace the VM to rectify the fault. If Windows 7 VM does not support the device, use a Windows XP VM to conduct a test if possible. The cause may be that peripherals or peripheral drivers do not support a certain operating system (OS) type.
The VM PNP manager (or device manager) suspension is a common fault on VMs. The fault also occurs in physical machines. If the device is repeatedly and quickly removed and reinserted, the fault may easily occur. If a new device is inserted after the fault occurs, the device manager is not refreshed, and the new device cannot be identified by the system. Forcibly restart the VM to rectify the fault. You can use a common USB to conduct the test.
4.Software faults: The faults are classified into two types: device driver software fault and device application software fault.
Device driver software: Ensure that the driver software is correctly installed. Do not install unmatched driver software on the device.
Device application software: Check whether the software matches the device and whether the software is correctly configured. If the software is incorrectly configured, the device cannot be used, which needs to be confirmed by customers' software maintenance personnel.
Check whether the peripheral driver is installed and takes effect. Install the driver and restart the VM to ensure that the driver takes effect. If the fault is rectified, no further action is required. Otherwise, proceed with the following check.
On the VM device management, check whether the device status is correct, for example, is there any excalmatory mark (!) or question mark (?)? If the status is incorrect, check whether the driver version is correct, or whether the driver is successfully installed. Reinstall the matched driver or download the updated driver to confirm whether the driver version is correct, or whether the driver is successfully installed.
5.Device faults: Determine whether the device can be used on the physical machine, and whether certain faults occur when the device is used on the physical machine. If no physical machine is available on site, use a laptop or Windows TC to conduct the test.
6.Device incompatibility: If you have finished the preceding checks and the fault persists, the fault is caused by the incompatibility between the device and the current version. Capture the HDP client logs and VM logs, and send them to Huawei technical support for analysis.
1.3 Software Faults
1.3.1 Common Software and Possible Faults
l Information security software: The antivirus, security safeguard, firewall, network interface card (NIC) traffic management, virtual private network (VPN), and manager software can modify or restrict networks, ports, and related permissions, resulting incompatibility problems. Due to the similarity of the implementation principles and mechanisms of information security software, compatibility problems, such as blue screen of death (BSOD) may occur if more than two types of software are installed in one OS. Therefore, information security software is most likely to have compatibility problems. Such problems include:
Template decapsulation failures
Registry conflicts
Network conflicts
Firewal port disabling
Dynamic link library (DLL) conflicts
BSOD
Mistaken close, deletion, and judgment
Permission settings
l System optimization tool: System optimization software is used to clean up junk data and disable startup items in a system. However, such software may mistakenly delete startup items or files related to AccessAgent or AccessClient. As a result, software faults occur. Such faults include:
Mistaken deletion of files or registries
Incorrect disabling of services
l Virtualization software: The desktop cloud is a virtualization scenario and has been virtualized once. For example, using the VMW are and VirtualBox virtualization software equals a second virtualization. Such faults include:
Installation failures
BSOD
l Web browsing software: The WI is accessed through web page browsing software. Therefore, the WI and browsers may be incompatible. You are advised to use the browser supported by version features. Faults related to web browsing software are as follows:
JS script errors
DLL invoking conflicts
l Video & audio players: Different players have different capabilities to support video & audio formats. Choose files in proper formats when using players. Faults related to players are as follows:
Failures of software installation or use: Some software depends on the 3D capability or requires graphics processing unit (GPU) scenarios.
Incorrect file formats
Performance faults
l Graphics software: Graphics software requires high processing capability of the OS. Some graphics software requires the 3D graphics cards, and some graphics software requires special graphical workstations. Special components, such as GPUs, may need to be configured for such graphics software. Faults related to graphics software include:
Failures of software installation or use
Performance faults
1.3.2 Three Methods to Rectify Software Compatibility Faults
Method 1: Check known compatibility problems.
1. Confirm whether the software supports the current OS, such as Windows7 32-bit. Query the OSs supported by the software on the official website or standard software download sites.
2.Confirm whether the software can be normally used on a PC. Install the software on the PC and confirm whether software can be properly used.
3. Confirm whether the software is in the incompatibility list? You can confirm the compatibility of the software by using either of the following methods:
Visit http://support.huawei.com/onlinetool/datums/fusioncloud/comptool/index.en.jspto query software compatibility.
Download the compatibility tool to analyze software compatibility.
Visit http://forum.huawei.com/enterprise/thread-319137.htmlto download Huawei vTool and use the compatibility tool and the compatibility list to analyze software compatibility.
Method 2: Check whether the software is faulty (network-based).
Faults of the software include incorrect OS environments on which the software depends and compatibility problems between the software and the OS.
According to software description, exclude faults related to database types, environment variables, and software configurations on which the software depends.
In addition, you can search for solutions on the Internet according to software error information.
Method 3: Locate Faults Using Third-party Microsoft Tools
1.Common tools: ProcessMonitor, Proces**plorer, WinDbg, and HttpWatch
2.Analyze the causes of software compatibility problems by using these tools.
Any further questions, let us know!
