Troubleshooting
Typical issues
There is no connection to the workstation module over Citrix ICA.
The issue when device redirection fails to work over Citrix ICA may be caused by the ICA policy that disallows virtual channels by default. Our device redirection products require virtual channel for its operation.
Go to Citrix Studio - Policies and check the Virtual channel allow list policy settings. For proper device redirection this policy should be either disabled, or containing virtual channel and path required by FabulaTech products:
CITRDP3,C:\Program Files\Common Files\FabulaTech\Netlink 3\ftnlsv.exe
More information can be found in the Citrix documentation.
The connection to remote side might be lost after installing (reinstalling) remote desktop access software on Workstation side (i.e. Citrix Receiver/Workspace, VMware View Client, Amazon Client, Teradici Client).
As result, a message No connection to workstation module appears on remote side.
It is needed to restart FabulaTech Netlink 3 supervisor service or reboot workstation side, and the issue will be resolved automatically.
Some apps can't access the FabulaTech WebCam
It may occurs if apps are blocked from using the camera. To allow access, go to Start menu, click Settings > Privacy.
Then click on Camera tab and turn on Let apps use my camera or Allow apps to access your camera (depending on Windows version).
The program doesn't work on Windows 10 or Server 2016/2019
A technological change made in Windows 10 Anniversary Update caused a problem where Webcam for Remote Desktop failed to work. To apply workaround, launch regedit and create a REG_DWORD values named EnableFrameServerMode with the value 0 in the following registry locations:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Media Foundation\Platform HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows Media Foundation\Platform
To undo this change, delete values mentioned above.
It seems like my webcam is not compatible with this product
The current version supports all the popular models of Webcams and has been tested with the most of them. If your webcam fails to work with the product please contact our support team for help.
I can't view the playback from the webcam on the workstation side
To view the playback from the web camera on the workstation side playback should not be running on the server side.
Webcam for Remote Desktop occupies the webcam on the workstation side in order to redirect it to the remote session. To access the webcam locally, make sure the playback is turned off.
I've unplugged the webcam, now the program doesn't work
It is strongly inadvisable to unplug the web camera if the video is being displayed at the moment.
If it happens, relaunch “FabulaTech WebCam Service” service on the workstation side. Finally log off the remote session and then log in.
The program doesn't work. At the same time the tray icon has changed.
The icon means that an error has occurred.
The program is terminated. In order to continue, log off the remote session and then log in again.
For more details refer to the following sections corresponding to the errors.
It means that you have logged in to the remote PC in the console session, not using remote desktop protocol.
Otherwise, if you really work in the remote session, restart the “NetLink supervisor service” on the server side. The “NetLink session service” is restarted on the server side too.
Finally log off the remote session and then log in.
The program doesn't work. At the same time I get an error message.
| Message | Description |
|---|---|
| "Cannot use webcam because it is busy" | Check whether the webcam you want to use is being occupied by some application on the workstation side. This can be the reason why Webcam for Remote Desktop cannot get access to the webcam. Try again once the occupied webcam is released. |
| "An internal error occurred. Further work of the program is impossible." | Restart the server side operating system. If it doesn't help, reinstall Webcam for Remote Desktop Server. If it still doesn't work, contact our technical support. |
| "An internal error occurred. The program cannot be restarted in the current session." | It seems that some files are corrupted. Reinstall Webcam for Remote Desktop Server. |
| "An internal error occurred. Remote side is not responding." | Webcam for Remote Desktop Workstation is probably not installed on workstation side. If it is installed, restart service “FabulaTech WebCam Service” on the workstation side. Finally log off the remote session and then log in. |
| "Fatal error! FabulaTech NetLink supervisor service is not running." | Restart service "NetLink supervisor service" on the server side, then log off the remote session and then log in. |
| "Fatal error! FabulaTech NetLink session service is not running." | Restart service "NetLink session service" on the server side, then restart "NetLink supervisor service". Finally log off the remote session and then log in. |
| "Fatal error! ftnlapi.dll not found" | It seems that some files are corrupted. Reinstall Webcam for Remote Desktop Server. |
If there is a bug with the functionality of our software, do the following:
-
On the computer where Webcam for Remote Desktop (Server) is installed, download the enable_logs_webcamrd_srv.reg file and apply it.
Alternatively, launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 3:
32-bit: HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\WebCam for Remote Desktop (Server) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\WebCam for Remote Desktop (Server) HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3 HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
- Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press +, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.) - Enable logging on the Webcam for Remote Desktop (Workstation) side.
Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.
After you enable logging and restart the services, log files will be created in the following location:
C:\ProgramData\FabulaTech\
Add this folder to archive (right-click, then point to Send to and select Compressed (zipped) folder).
Send compressed logs to us (
). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.
Disable logging (in order to improve the performance of your PC).
-
On the computer where Webcam for Remote Desktop (Server) is installed, download the disable_logs_webcamrd_srv.reg file and apply it.
Alternatively, you can launch regedit, find the LogLevel REG_DWORD value in the following registry locations and set it to 0:
32-bit: HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\WebCam for Remote Desktop (Server) HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\WebCam for Remote Desktop (Server) HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FabulaTech\Netlink 3 HKEY_LOCAL_MACHINE\SOFTWARE\FabulaTech\Netlink 3
- Restart the service: FabulaTech Netlink 3 supervisor service or reboot your PC.
(Press +, type services.msc, right-click the required service and select Restart. Administrator privileges are required to perform this operation.)
If the process crashes, do the following:
Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.
Locate the crash dump file in C:\ProgramData\FabulaTech\WebCam for Remote Desktop (Server)\CrashDumps\ folder.
Add the crash dump to archive (right-click, then point to Send to and select Compressed (zipped) folder).
Send compressed dump to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.
If there is a BSOD caused by our software, do the following:
- Open the Start Menu, select Control Panel - System.
- Find the Advanced/Advanced system settings section.
- In the Advanced/Advanced system settings section, click on the Settings button under Startup and Recovery.
- Select Kernel memory dump from the Write debugging information drop down menu.
- Check both the Write an event to the system log and Automatically restart boxes.
- Reboot your PC.
Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.
Find the file MEMORY.DMP (located on %SystemRoot% folder).
Contact us () to get further instruction.