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How do I troubleshoot audio and microphone issues in WorkSpaces for Windows?
I can't hear the audio or use a microphone in my Amazon WorkSpaces Windows WorkSpace.
Resolution
Troubleshoot audio issues
To troubleshoot audio issues in PC over IP (PCoIP) or desktop cloud visualization (DCV) protocol WorkSpaces, take the following actions.
Prerequisites: Make sure that you're running the latest WorkSpaces client application. Then, reboot your WorkSpace.
Configure the Teradici Virtual Audio Driver on your PCoIP WorkSpace
Make sure that you installed the Teradici Virtual Audio Driver on your PCoIP WorkSpace. To verify, open Device Manager on the WorkSpace. Then, choose Sound, video and game controllers, and then check that the driver is listed.
If the driver isn't listed, then complete the following steps to install the driver:
- Open Device Manager on the WorkSpace.
- Choose Action, and then choose Add legacy hardware.
- In the Welcome to Add Hardware Wizard window, choose Next.
- Choose Install the hardware that I manually select from a list (Advanced), and then choose Next.
- Choose Show All Devices, and then choose Next.
- Choose Have Disk.
- Under Copy manufacturer's files from, choose Browse, and then select the C:\Program Files\Teradici\PCoIP Agent\drivers\TeraAudio file.
- Choose OK.
- Choose Teradici Virtual Audio Driver, and then choose Next.
- Choose Finish.
- Reboot the WorkSpace. Then, verify that the driver is listed in Sound, video, and game controllers.
To configure the Teradici Virtual Audio Driver as the active Playback device, complete the following steps:
- Connect to the WorkSpace.
- In the taskbar, open the context (right-click) menu for the speaker icon, and then choose Sounds.
- Choose the Playback tab.
- Verify that Teradici Virtual Audio Driver has a green checkmark that shows that the driver is the active playback device.
Note: If the driver doesn't have a green checkmark, then open the context (right-click) menu anywhere on the Playback tab. - Choose Show disabled drivers.
- Open the context (right-click) menu for Teradici Virtual Audio Driver, and then choose Enable.
- In the taskbar, choose the Speaker icon, and then check that the volume is set to 100%.
- Reboot the WorkSpace.
To configure the Teradici Virtual Audio Driver as the active Recording device, complete the following steps:
- Connect to the WorkSpace.
- In the taskbar, open the context (right-click) menu for the speaker icon, and then choose Sounds.
- Choose the Recording tab.
- Verify that Teradici Virtual Audio Driver has a green checkmark that shows that the driver is the active recording device.
Note: If the driver doesn't have a green checkmark, then open the context (right-click) menu anywhere on the Recording tab. - Choose Show disabled drivers.
- Open the context (right-click) menu for Teradici Virtual Audio Driver, and then choose Enable.
- Reboot the WorkSpace.
If you still have audio issues, then uninstall the PCoIP agent. Complete the following steps:
- Connect to the WorkSpace.
- Choose Start, and then enter Add or remove Programs.
- In Apps & features, choose PCoIP Standard Agent.
- Choose Uninstall and reboot.
Note: The PCoIP Standard Agent automatically reinstalls after reboot.
Configure the AWS Virtual Speakers 7.1 Device driver on your DCV WorkSpace
To install the AWS Virtual Speakers 7.1 Device driver, complete the following steps:
- Open Device Manager on the WorkSpace.
- Select the WorkSpace computer name, and then choose Action.
- Choose Add Legacy Hardware, and then choose Next.
- Choose Install the hardware that I manually select from a list (Advanced).
- For Common hardware types, choose Show All Devices, and then choose Next.
- Choose Have Disk, and then for Copy manufacturer's file from, enter C:\Program Files\NICE\DCV\Server\drivers\audio.
- Select AWSVirtualSpeakersExt.inf, and then choose Open.
- Choose OK.
- Choose Next.
- Choose Finish.
- Reboot the WorkSpace.
To configure the AWS Virtual Speakers 7.1 Device as the active Playback device, complete the following steps:
- Connect to the WorkSpace.
- In the taskbar, open the context (right-click) menu for the speaker icon, and then choose Sounds.
- Choose the Playback tab.
- Check that AWS Virtual Speakers 7.1 Device has a green checkmark that shows that the virtual microphone audio driver is the active playback device.
Note: If the driver doesn't have a green checkmark, then open the context (right-click) menu anywhere on the Playback tab. - Choose Show disabled drivers.
- Open the context (right-click) menu for AWS Virtual Speakers 7.1 Device, and then choose Enable.
- In the taskbar, choose the Speaker icon, and then make sure that the volume is set to 100%.
- Reboot the WorkSpace.
If you still have audio issues, then uninstall the WSP agent. Complete the following steps:
- Connect to the WorkSpace.
- Choose Start, and enter Add or remove Programs.
- In Apps & features, choose WSP.
- Choose Uninstall and reboot. The WSP agent automatically reinstalls after reboot.
Troubleshoot microphone issues
To troubleshoot microphone issues in PCoIP or (DCV) protocol WorkSpaces, take the following actions.
Allow access to an audio device
For Windows Server 2019 and later, Windows includes default privacy settings for WorkSpaces that turn off remote access to the microphone. If you provide the required access in the Windows settings, then your applications can't detect an audio device.
To allow an audio device, complete the following steps:
- Open your Windows WorkSpace client.
- Choose the Start menu.
- Choose Settings.
- Choose (double-click) Privacy, and then under App permissions, choose Microphone.
- Under Allow apps to access your microphone, choose On.
Configure the AWS Virtual Microphone Device driver on your WorkSpace
To install the AWS Virtual Microphone Device driver on your WorkSpace, complete the following steps:
- Open Device Manager on the WorkSpace.
- Choose the WorkSpace computer name, and then choose Action.
- Choose Add Legacy Hardware, and then choose Next.
- Choose Install the hardware that I manually select from a list (Advanced).
- For Common hardware types, choose Show All Devices, and then choose Next.
- Choose Have Disk, and then for Copy manufacturer's file from, enter C:\Program Files\NICE\DCV\Server\drivers\audio.
- Select AWSVirtualMicrophone.inf, and then choose Open.
- Choose OK.
- Choose Next.
- Choose Finish.
- Reboot the WorkSpace.
To configure the AWS Virtual Microphone device as the active Recording device, complete the following steps:
- Connect to the WorkSpace.
- In the taskbar, open the context (right-click) menu for the speaker icon, and then choose Sounds.
- Choose the Recording tab.
- Check that AWS Virtual Microphone Device has a green checkmark that shows that it is the active recording device.
Note: If the driver doesn't have a green checkmark, then open the context (right-click) menu anywhere on the Recording tab. - Choose Show disabled drivers.
- Open the context (right-click) menu for AWS Virtual Microphone Device, and then choose Enable.
- Reboot the WorkSpace.
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