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AWS Workspaces disconnects when using screenshot / snipping tool


We are using the Windows AWS Workspaces client to connect to a Linux Workspaces VM. We are finding that whenever we use the "Snipping Tool" app on the local machine (which has the Workspaces client installed) then after a few seconds the Workspaces client will say that its lost connectivity and then disconnect. It is consistently when using the tool and we are having no issues with connectivity / network reliability when we don't use the snipping tool. We are using the latest version of the Workspaces client.

Does anyone know why this might be and how to fix it?

3 Answers

Hi Andrew,

Have you enableb advanced logging on the WorkSpaces client windows machine and look for the error message at the time of the crash? This would give some additional details/insight as to what caused the crash. The Windows client logs are stored in the following location:

%LOCALAPPDATA%\Amazon Web Services\Amazon WorkSpaces\logs

  • If you launch a new Amazon Linux WorkSpaces from the Amazon Public/Default Bundle, can you reproduce the issue? If not, it could be related to an out of date package/binary.

  • Do you know what version of Amazon Linux WorkSpace you are running and if the OS has been updated to the latest?

  • You can try to reboot the Linux WorkSpaces and wait for 10-15 minutes (to allow any boot up process to run and execute).

Then connect to it using the WorkSpaces client, then run update (e.g. sudo yum update) to ensure it has the latest.

  • Once the latest updates are installed, attempt to re-produce the issue.

Last, if you cannot progress, then I would suggest opening an AWS Premium Support Case to allow a Premium Support engineer to review the log bundle and assist with further troubleshooting.

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answered 4 months ago

Thanks for the tip. I checked the log and found this during the time of the error:

2022-04-06T14:46:22.548Z 00000000-0000-0000-0000-000000000000 LVL:3 RC:-500 VCHAN_PLUGIN :tera_clpbd ==> Client window lost focus. Requesting clipboard contents from host. 2022-04-06T14:46:38.231Z 00000000-0000-0000-0000-000000000000 LVL:2 RC:-505 MGMT_KMP :Dropping a mouse event (overflow) - flushing queue!

It repeats this quite a few times.

I think I'm taking from this that perhaps the size of the clipboard copy (from the snipping tool) causes the workspace to overload and then disconnect. I'm going to experiment with turning the auto copy off on the snipping tool to see if this fixes it (at least then I know what the problem is!).

Any other thoughts / ideas welcomed :D

answered 4 months ago

I think it is clear this is due to the clipboard overflowing, causing a failure and eventually disconnection. When I turn off the "copy to clipboard" option in the snipping tool, the issue goes away. Is there any fix to this? i.e. preventing Workspaces essentially crashing when dealing with a large clipboard?

answered 4 months ago

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