How do I troubleshoot black screen and white screen issues in WorkSpaces?
3 minute read
My Amazon WorkSpaces client connection fails after client authentication was successful with a black screen or a white screen. Why does this happen and how can I troubleshoot the issue?
After authenticating your Amazon WorkSpaces client, problems with connectivity might cause the following issues:
A white screen that appears along with a “Disconnected” message. This issue is typically the result of blocked inbound traffic between a WorkSpace and a client device.
A black screen that appears while connecting. This typically indicates an interruption in the UDP stream from Amazon WorkSpaces to a client device. This often occurs when the outbound UDP stream on ports 50002 and 55002 is not allowed on the client side.
To resolve connectivity issues that result in a white screen or a black screen, perform the following steps.
Verify inbound and outbound traffic
Make sure that inbound and outbound streaming protocol traffic is allowed between the WorkSpaces streaming gateways and the client device.
On your local device, validate your networking and access settings depending on your setup:
On your local device, make sure that your firewall and any other security applications aren’t blocking the streaming protocol traffic.
If your firewall uses stateless filtering, then open ephemeral ports 49152–65535 to allow for return communication. If your firewall uses stateful filtering, then the ephemeral ports 50002 and 55002 are automatically open to allow for return communication.