This topic provides answers to some frequently asked questions about Elastic Desktop Service (EDS) for regular users.

What do I do if I fail to log on to the client and the message "Network request timed out due to service exceptions" appears?

Run the following command to check whether the on-premises network can communicate with EDS:
ping ecd.region.aliyuncs.com

When you run the command, replace region with the ID of the region to which the cloud desktop belongs. Example: ping ecd.cn-hangzhou.aliyuncs.com. If the ping command fails, check the local network status.

What do I do if I fail to log on to my cloud desktop and the message "Failed to connect to the LOCALHOST server" appears?

If the message "Failed to connect to the LOCALHOST server" appears when you log on to your cloud desktop, you may have configured a network proxy or virtual private network (VPN) on your computer. You must disable the network proxy or VPN and log on to the cloud desktop again. If you still cannot log on to your cloud desktop, restart your computer.

What do I do if the message "You cannot access the workspace from the XX network" appears when I log on to the client?

If the message "You cannot access the workspace from the XX network" appears when you log on to the client, the network connection method that you select is not the same as the connection method of the workspace. You can select another connection method, or contact the administrator to modify the connection method of the workspace.

What do I do if the message "The workspace with the specified ID does not allow logon from RAM users" appears when I log on to the client?

You cannot log on to a client whose version is 2.0 or later by using a Resource Access Management (RAM) user. If you are using a RAM user whose username is in the xxx@xxx.onaliyun.com format to log on to a workspace whose ID is suffixed with a 17-character string that consists of letters and numbers, use a client whose version is 1.0 or later, but earlier than 2.0.

What do I do if the message "Published resources are unavailable" appears when I connect to the cloud desktop?

Problem description: When you connect to the cloud desktop, the message "Published resources are unavailable. Contact the system administrator" appears.

Causes and solutions:
  • The local firewall settings are invalid.

    Check the local firewall settings and make sure that port 1494 is enabled.

  • A network proxy is configured in your computer.

    Disable the network proxy.

  • You do not have network permissions from your enterprise.

    Contact IT technical support to obtain the required network permissions.

What do I do if I am unable to find a cloud desktop or if the message "Failed to allocate cloud desktop resources" appears after I log on to the client?

The administrator assigns cloud desktops to regular users. If you cannot find a cloud desktop after you log on to the client, contact the administrator.
Note If you use a browser client, check whether you are assigned a cloud desktop. You must also check whether the policy that is associated with the cloud desktop allows access from an HTML5 client.

Which USB peripherals are supported in EDS?

You can enable the USB redirection feature in EDS. Cloud desktops can connect to various USB peripherals, such as printers, USB flash drives, drawing tablets, and cameras. For more information, see Use peripherals in cloud desktops.
Note If you cannot use peripherals in a cloud desktop, contact the administrator to confirm whether the USB redirection feature is enabled for the policy that is associated with the cloud desktop.

What do I do if the pointer on the cloud desktop does not move as expected when I play a game or use 3D software?

The relative mouse feature in the cloud desktop is disabled. To enable this feature, perform the following operations:
Notice The relative mouse feature is a per-session feature that does not persist when you reconnect to a disconnected session. After you are disconnected from a cloud desktop, you must enable the feature again each time you reconnect to the cloud desktop.
  1. Log on to the cloud desktop.
  2. In the top toolbar, click Preferences.
  3. Click the Connections tab and select Use Relative Mouse.
  4. Click OK.

What do I do if I am unable to install an application in a Windows cloud desktop?

If you are unable to install an application in a Windows cloud desktop due to compatibility issues, perform the following operations:
  1. Log on to the cloud desktop.
  2. Run cmd in Command Prompt as the administrator.
    1. Click the search icon in the Windows taskbar and enter cmd.
    2. Right-click Command Prompt and select Run as administrator.
    3. In the dialog box that appears, click Yes.
  3. Run the following command to go to the directory in which applauncher.exe is located:
    cd c:\Program Files (x86)\Alibaba\edsagent\
    Note You can press the Tab key when you enter the path. The system displays the directories from which you can select.
  4. Run the applauncher.exe command to install the application:
    applauncher.exe Absolute path of the application
    In the following sample command, d:\myshare\myapp.exe is the absolute path of the application to be installed.
    applauncher.exe d:\myshare\myapp.exe
  5. Complete the subsequent installation steps.

What do I do if the system prompts me to enter the administrator password when I install applications in a cloud desktop?

If you are prompted to enter the administrator username and password in a dialog box when you install applications in the cloud desktop, the current account does not have the permissions of the local administrator. Contact the administrator to grant the permissions to your account by using the Send Remote Commands feature.
Note If you have the permissions of the administrator, you can use the EDS console to grant the permissions of the local administrator to the current account. For more information, see When a regular user installs applications on a cloud desktop, the system prompts the regular user to enter the administrator password. What do I do?.

What do I do if the actual data disk capacity of my cloud desktop is smaller than that specified in the desktop template when I create a cloud desktop?

Problem description: When I created my cloud desktop, I selected a desktop template whose data disk capacity is set to 150 GiB. However, after I log on to the cloud desktop, I discover that the data disk capacity of my cloud desktop is only 70 GiB.

Cause: The desktop template that you selected contains a custom image. If the data disk capacity that is specified in the desktop template is larger than the data disk capacity of the image, the initial data disk capacity of the cloud desktop that is created from the template is the same as the data disk capacity of the image. The extra capacity is unallocated, and cannot be used. You must resize your data disk to allocate the extra capacity to the existing or new partitions of the data disk.

Solution: Log on to your cloud desktop and resize your data disk partitions. For more information, see Resize the partitions of a data disk.

Can I replace the GPU driver when I use a Graphics cloud desktop?

By default, the Graphic Retrieval and Information Display (GRID) driver of the 432.44 version is installed in Graphics cloud desktops. To ensure that the GPU runs as expected, we recommend that you do not replace the GPU driver.

What are the upper file size limits when I upload files to cloud desktops?

The size of the files that you can upload to Windows cloud desktops is not limited. However, you can upload only files whose size is less than or equal to 4 GB to Linux cloud desktops.
Note If you log on to the EDS client by using a browser, you can upload only files whose size is less than or equal to 2 GB. If you want to upload files with a larger size, use the software client to log on to cloud desktops.

Is local disk mapping supported when I log on to cloud desktops by using a browser?

No, in this case, local disk mapping is not supported. You cannot read and write data on the local disks in a cloud desktop, even if Read/Write is selected for Local Disk Mapping in the policy that is associated with the cloud desktop.

You can read and write data on the local disk by using the upload and download features in the top toolbar.
Note If you cannot use the upload and download features, contact the administrator to check whether the policy that is associated with the cloud desktop allows file transfer from HTML5 clients.

Why am I unable to log on to a cloud desktop by using the Safari browser on Mac?

When you connect to a cloud desktop by using the Safari browser, you must click the pop-up button on the right side of the browser address bar to open the cloud desktop window.

How can I submit feedback when I encounter issues about cloud desktops?

If you encounter issues when you use cloud desktops, you can submit feedback by following the instructions for different client types.
Note When you submit feedback, the system collects the exception logs of the cloud desktop and sends the logs to the EDS technical support.
  • Software client

    In the upper-right corner of the client page, click Settings and select Feedback.

  • Hardware client

    In the lower-left corner of the client page, click the Hardware client icon. Then, click the Experience icon. On the page that appears, turn on the experience switch to join the user experience improvement program. After you turn on the switch, you can quickly open the feedback page by using the shortcut keys Ctrl + Win + R.

  • Mobile client

    Log on to the client, click My in the lower part of the page, and then click Feedback.