WUYING Terminal:FAQ about using cloud computers

What do I do if I cannot start my cloud computer?

If you cannot start a cloud computer, try the following solutions:

• Disable the firewall and try to restart the cloud computer.

• Restore disk data from the latest valid snapshot. For more information, see Back up and restore cloud computer data.

• Reset the cloud computer by changing its image. For more information, see Change the image of a cloud computer or a cloud computer in a pool.

  Note

  Before you change the image, create a snapshot to back up your data. For more information, see Use snapshots (public preview).

• If you have important data on the cloud computer or the issue persists after you try the preceding solutions, you can submit a ticket for professional support.

What do I do if my cloud computer cannot access the Internet?

You have logged on to the client and connected to the cloud computer, but you cannot access the Internet from the cloud computer. In this case, contact your administrator to enable Internet access bandwidth for the office network where the cloud computer is located. For more information, see Network FAQ.

What do I do if I cannot access a website from my cloud computer?

If you cannot access a website from your cloud computer, the cause may be one of the following:

• The office network to which the cloud computer belongs may not have Internet access enabled. To resolve this, ask your administrator to enable Internet access for the office network. For more information, see Manage public bandwidth.

• A proxy may be enabled on the cloud computer, which can prevent access to some websites. To resolve this, try disabling the proxy or use a browser plug-in to implement Proxy Auto-Configuration.

What do I do if the Firefox browser on my Ubuntu cloud computer cannot access certain websites?

When you use the built-in Firefox browser on an Ubuntu cloud computer to access certain websites, you may receive a "403 Forbidden" error. However, you can open the websites in the Chrome browser. To resolve this issue, perform the following steps.

1. Open the Firefox browser, click the icon in the upper-right corner, and select Add-ons and themes.

2. In the panel that appears, select Extensions and click Add to Firefox.

3. After the installation is successful, a new icon appears in the upper-right corner of the browser.

4. Restart the browser.

5. Click the icon and select Firefox > Windows > firefox 105.0ser.

6. Click Apply (container).

What do I do if the VPN software on my Windows cloud computer keeps disconnecting?

If the VPN software on your Windows cloud computer keeps disconnecting, you can resolve the issue by configuring domain name-to-IP address mappings in the Hosts file.

1. Click vpnhosts.exe to download the vpnhosts.exe tool.

2. Open the Command Prompt application, go to the directory where the vpnhosts.exe tool is located, and then run the following command to add the domain name-to-IP address mappings to the Hosts file.

   .\vpnhosts.exe -set

   If the message set hosts successfully appears, the Hosts file was modified successfully.

   Important

   If you modify the Hosts file in a cloud computer, you can create a snapshot for the cloud computer. However, the snapshot cannot be used to create a custom image.

To delete the domain name-to-IP address mappings that you configured, run the following command to restore the Hosts file:

.\vpnhosts.exe -clean

If the clean hosts successfully message appears, the Hosts file has been successfully restored.

What do I do if my Windows cloud computer cannot access high-security sites?

When you access certain sites with high security requirements from a Windows cloud computer, you may be unable to access the Internet or the web content may be blocked. For example, the page cannot be refreshed when you register an application, or the QR code is not displayed when you refresh the client. This may be because the IE Enhanced Security Configuration feature is disabled by default on WUYING Windows cloud computers. Enable the feature and try again. The following procedure uses the Baidu Netdisk client as an example, where the QR code is not displayed after a refresh. This procedure describes how to enable the IE Enhanced Security Configuration feature and add a trusted site.

1. In the search box in the lower-left corner of the cloud computer desktop, enter Control Panel and click Control Panel.

2. Set View By to Small Icons and click Administrative Tools.

3. Double-click Server Manager and click Local Server.

4. In the Properties section, click Off next to IE Enhanced Security Configuration.

5. In the Internet Explorer Enhanced Security Configuration panel, set both Administrators and Users to On (recommended) and click OK.

   

   Reopen the Server Manager > Local Server page. The status of IE Enhanced Security Configuration is updated to On.

6. When you access Baidu Netdisk again, a dialog box for the enhanced security configuration of Internet Explorer appears. Note the website address at the top of the dialog box. Click Add. In the Add This Website To The Zone text box, enter the address. Click Add and then click Close.

7. The dialog box for the enhanced security configuration of Internet Explorer appears again. Note the website address at the top of the dialog box. Click Add. In the Add This Website To The Zone text box, enter the address. Click Add and then click Close.

   Reopen Baidu Netdisk. The logon QR code is automatically refreshed on the logon page.

Is there a size limit for files uploaded to a cloud computer?

There is no limit for Windows cloud computers. The maximum file size for Linux cloud computers is 4 GB.

How do I upload and download files when using a cloud computer?

You can connect to cloud computers from various clients. The supported file transfer methods and operations vary based on the client. Choose the appropriate operation for your needs. For more information, see Transfer files.

What do I do if an error occurs when I copy and paste a file from my local computer to a cloud computer?

Problem

You cannot copy and paste files from your local computer to a cloud computer.

Cause

The path of the file that you are copying may be too long. The maximum path length for a file in the Windows operating system is 260 characters. For more information, see Maximum Path Length Limitation.

Solution

• Copy and paste the files in the folder in batches, or shorten the file path to reduce the number of characters.

• You can also transfer files using other methods, such as local disk mapping or the file transfer module.

What do I do if I cannot create files and folders in the root directory of the C drive?

Problem

An end user uses a Windows cloud computer from a shared cloud computer pool. The end user has local administrator permissions but receives an "Access to the destination folder is denied" message when the user tries to create a folder in the root directory of the C drive.

Cause

The root directory of the C drive on cloud computers in a shared cloud computer pool is restricted. Users are not allowed to create files or folders in the root directory of the C drive on a cloud computer.

Solution

On the cloud computer card page of the client, move the mouse pointer over the cloud computer, click Manage, and select Details to view the cloud computer ID. Then, contact an administrator for help. For information about the operations that an administrator must perform, see What do I do if an end user cannot create files and folders in the root directory of the C drive?.

What do I do if the content of an Excel cell becomes an image when I copy it on an ASP-based cloud computer?

Problem

After you connect to an Adaptive Streaming Protocol (ASP)-based cloud computer from the Windows client or macOS client, when you copy the content of an Excel cell from your local computer to an Excel file on the cloud computer, the content of the cell becomes an image. The same issue occurs when you copy the content of an Excel cell from the cloud computer to an Excel file on your local computer.

Cause

The clipboard of an ASP-based cloud computer supports only text and images. Rich text is converted into an image by the system.

Why am I prompted for administrator permissions when I already have them?

Problem

You have administrator permissions, but you are still prompted for administrator permissions in the following scenarios.

Scenarios:

• In the cloud computer, you right-click This PC and select Properties. In the navigation pane on the left, you select Remote Settings and then select Advanced > Settings. On the Data Execution Prevention tab, a message indicates that you must be an administrator of the computer to change the settings.

• When you install some installation packages, you right-click an installation package and select Run As Administrator, but the installation fails.

Cause

If you have administrator permissions but do not have the SeShutdownPrivilege permission, you are still prompted for administrator permissions in some scenarios.

Solution

1. In the search box on the taskbar, enter cmd and click Open.

2. In the Command Prompt panel, enter gpedit.msc and press Enter.

3. Open Local Group Policy Editor, select Computer Configuration > Windows Settings > Security Settings > User Rights Assignment, find Shut Down The System, and then add Administrators to the "Shut down the system" policy.

4. Restart the cloud computer.

What permissions do I need to install fonts on a cloud computer?

You can install your own fonts on a cloud computer. Before you install fonts, ask your administrator to grant you administrator permissions for the cloud computer.

Entry point: On the User Management page, select the user to whom you want to grant permissions, click Grant Administrator Permission, and then grant administrator permissions for the cloud computer to the user.

What do I do if the data disk capacity is smaller than the size specified in the cloud computer template?

Problem

The data disk size specified in the cloud computer template is 150 GiB, but the data disk capacity is only 70 GiB after you log on to the cloud computer.

Description

If a cloud computer template contains a custom image and the data disk size specified in the template is larger than the data disk size of the image, the initial data disk capacity of a cloud computer created from the template is the same as the data disk size of the image. The extra capacity is in an unallocated state. You cannot directly use this unallocated capacity. You must manually scale out the disk to allocate the unallocated capacity to an existing or new data disk partition.

Solution

Log on to the cloud computer and manually scale out the data disk partition. For more information, see Scale out a data disk partition.

What do I do if my cloud computer disk runs out of space?

If you are an Enterprise Edition user, contact your administrator to increase the disk capacity. For more information, see Increase disk capacity.

What do I do if the system disk capacity of my Windows cloud computer does not change after a scale-out?

Problem

You use a Windows cloud computer. If security software such as Huorong Security is installed in the cloud computer, the system disk capacity of the cloud computer does not change after an administrator scales out the disk in the console.

Cause

The Huorong Security software prevents AliyunEDSAgent from scaling out the system disk.

Solution

1. Open the Huorong Security software, select System Protection, and then disable System Reinforcement.

2. Right-click a blank area on the taskbar and select Task Manager. In the Task Manager panel, find and restart AliyunEDSAgent on the Services tab.

3. Wait for one minute and check whether the system disk capacity has changed. If the system disk capacity is updated to the scaled-out capacity, re-enable System Reinforcement in Huorong Security.

How do I open the toolbar or performance panel in a cloud computer?

How do I update the Windows system of a cloud computer?

What do I do if the following message appears on my cloud computer: Your Windows license will expire soon?

Can I change the system time of a cloud computer?

You cannot change the system time of a cloud computer. If you forcibly change the system time, a service error may occur and you cannot connect to the cloud computer.

How do I view the GPU information of an Enterprise Graphics cloud computer?

You can view the GPU information of the cloud computer in one of the following ways:

• View the information in NVIDIA Control Panel:

  After you connect to the cloud computer, right-click a blank area on the desktop and select NVIDIA Control Panel to view the GPU model and version information.

• View the information on the Task Manager page:

  1. After you connect to the cloud computer, right-click a blank area on the taskbar and select Task Manager.

  2. On the Task Manager page, select Performance > GPU to view the GPU model, version, and usage.

• View the information using a command:

  1. After you connect to the cloud computer, enter cmd in the search box, select Run As Administrator, and open the Administrator: Command Prompt page.

  2. Run the following command to view the GPU model, version, and usage.

     "C:/Program Files/NVIDIA Corporation/NVSMI/nvidia-smi.exe"

Can I change the color format of a Windows cloud computer?

No, you cannot.

What do I do if the fonts on my cloud computer appear blurry?

When you use a cloud computer from a local terminal, the fonts on the cloud computer may appear blurry. This may be because the cloud computer does not use a new image that was released after September 2022. You can resolve this issue using a new image and adjusting the resolution. For more information, see the following sections.

• Use a new image

  • Upgrade the image of the current cloud computer to the latest version.

    After you log on to the client, move the mouse pointer over the destination cloud computer on the cloud computer card page, click Upgrade, and then complete the upgrade as prompted.

  • Change the image of the current cloud computer or use a new image to create a cloud computer

    You can also contact an administrator to change the image of the cloud computer. For more information, see Change the image of a cloud computer or a cloud computer in a pool. You can also contact an administrator to create a cloud computer using a new image. For more information, see Create a cloud computer.

• Adjust the resolution

  If you use an Enterprise Graphics cloud computer, in addition to using the latest image, you can change the resolution of the graphics card to match the resolution of the cloud computer.

  1. After you connect to the cloud computer, view the resolution of the cloud computer.

     In the cloud computer, click the floating ball and select Settings > Display Settings to view the resolution of the cloud computer. Assume that the resolution of the cloud computer is 1285 × 785.

  2. Right-click a blank area on the cloud computer desktop and select NVIDIA Control Panel.

  3. In the navigation pane on the left of NVIDIA Control Panel, select Display > Change Resolution.

  4. In the Change Resolution panel, select a resolution that is close to the resolution of the cloud computer in the 2. Apply The Following Resolution section, or click Customize and set a resolution that matches the resolution of the cloud computer as prompted.

     Example: Set the resolution to 1285 × 785.

  5. Click Apply.

What do I do if the spacing between desktop icons on my cloud computer becomes very large?

Problem

The distance between desktop icons becomes very large.

Cause

This issue can be triggered by a known error in the Windows operating system after the cloud computer's resolution changes during startup or a restart.

Solution

Perform the following steps to modify the registry in the cloud computer to resolve the issue:

1. In the cloud computer, press Win+R to open the Run window, enter regedit, and click OK to open Registry Editor.

2. In the Registry Editor window, open the directory HKEY_CURRENT_USER\Control Panel\Desktop\WindowMetrics, and then press the Enter key.

3. On the right, find the two keys named IconSpacing and IconVerticalSpacing, and double-click them to change their values to -1125.

4. Restart the cloud computer.

What do I do if the display settings window on my cloud computer closes unexpectedly?

Problem

You right-click a blank area on the cloud computer desktop and select Display Settings. After a while, the Settings window closes unexpectedly.

Cause

The required system services in the cloud computer are not enabled.

Solution

Perform the following steps to enable the required system services:

1. On the cloud computer, press the shortcut Win+R, enter the command services.msc in the Run window, and then click OK.

2. In the Services window, follow these steps to start the Remote Procedure Call (RPC), Network Connection Broker, and Connected Devices Platform Service services one by one.

   1. Right-click the service name and select Properties.

   2. In the dialog box, select Automatic from the Startup Type drop-down list.

   3. Below Service Status, click Start.

   4. At the bottom of the dialog box, click Apply and OK.

How do I use the dual-screen mode on a cloud computer?

To use the dual-screen feature of a cloud computer, click the floating ball in the cloud computer. If the floating ball is in edge-adsorption mode, click the small green tab to reveal the floating ball. Select Settings > Display Settings and set Cloud Computer Dual-screen to Yes. In addition, connect an external display to your local computer. When the cloud computer enters full-screen mode, the external display automatically becomes the extended screen of the cloud computer. This setting takes effect only for the current cloud computer. After you change the setting, exit and re-enter full-screen mode for the setting to take effect. For more information, see Adjust the cloud computer display.

What do I do if I cannot enter dual-screen mode when using a cloud computer?

This issue is caused by driver incompatibility. If your cloud computer uses the Windows Server 2016 system image and you cannot enter dual-screen mode, contact your administrator to change the system image to Windows Server 2019 or Windows Server 2022. Then, you can enter dual-screen mode.For more information, see Change the image of a cloud computer or a cloud computer in a pool.

What do I do if a Windows cloud computer does not have IIS?

Internet Information Services (IIS) is a built-in service of the Windows operating system. By default, IIS is not installed. Before you use IIS, you must manually install the service. The following procedure uses a cloud computer that runs the Windows Server 2016 operating system as an example to describe how to install IIS.

1. In the lower-left corner of the cloud computer desktop, select Start > Server Manager.

2. On the Dashboard page, click Add Roles And Features.

3. On the Before You Begin, Installation Type, and Server Selection tabs, retain the default settings and click Next.

4. On the Server Roles tab, select Web Server (IIS). In the Add Features That Are Required For Web Server (IIS)? dialog box that appears, click Add Features and then click Next.

5. On the Features tab, select the features that you may use and click Next.

6. On the Web Server Role (IIS) tab, click Next.

7. On the Role Services tab, select the role services that you may use and click Next.

8. On the Confirmation tab, confirm the services and features to be installed and click Install.

9. Wait for 2 to 5 minutes. After the service is installed, you are redirected to the Results tab.

10. Open a browser and enter localhost or 127.0.0.1. If information similar to the following figure is displayed, IIS is installed successfully.

What do I do if the UI scaling ratio I modified does not take effect for certain software?

After you change the UI scaling ratio in a cloud computer, the setting does not take effect for some software. This is because the software is not compatible with dynamic resolution switching. You can try to restart the cloud computer to resolve the issue. If the issue persists, report the issue to the software developer and request them to optimize the compatibility with dynamic resolution switching.

Can I purchase applications from the marketplace on a subscription or pay-as-you-go basis?

Applications in the marketplace are provided by service providers. The purchase and billing methods are specified on the purchase page in the marketplace. You can directly consult the service provider.

Consultation entry point: On the purchase page of the application, click Consult and submit your question. The service provider will answer your question.

Can I run local applications in a cloud computer?

Running locally installed applications on a cloud computer is not supported. You can run portable local applications if needed. However, running portable local applications can affect bandwidth and your user experience. We do not recommend running local applications on a cloud computer. You can enable local disk mapping to read or write local files in a cloud computer. For more information, see Policy overview.

What do I do if I am prompted to enter an administrator password when I install an application on a cloud computer?

When you install an application on a cloud computer, if a dialog box that requires you to enter an administrator username and password appears, your user account does not have administrator permissions for the cloud computer. In this case, contact an administrator to grant you administrator permissions for the cloud computer.

Entry point: On the User Management page, select the user to whom you want to grant permissions. In the Local Administrator column, click the icon and follow the prompts to grant local administrator permissions for the cloud computer to the user.

How do I install applications that only administrators can install?

To prevent data breaches, strict permission control is imposed on applications that are installed from WUYING App Center. If you do not have administrator permissions and need to install an application that is under administrator permission control, you can submit a ticket to obtain technical support and have the application installed.

What do I do if I cannot install Adobe software on a Windows cloud computer?

When you install Adobe software on a Windows cloud computer, a message indicates that the installation failed because the operating system does not meet the minimum system requirements of the installer. This is because the Windows Server operating system version is too low. In this case, contact an administrator to upgrade the image of the cloud computer. For more information, see Change the image of a cloud computer or a cloud computer in a pool.

What is the difference between a system disk and a data disk? Can I run programs that I installed on the data disk?

In a Windows cloud computer, the C drive is the system disk and the D drive is the data disk.

The system disk is the default system partition of a computer hard disk. It is usually where the operating system is installed. It also stores system drivers, the registry, default program installation directories such as Program Files, and user documents such as the desktop and Downloads folder. A data disk is a partition other than the system disk. It is generally used to store personal data of users.

Just like on a regular computer, you can choose to install applications on the D drive. Applications that can run on the D drive of a regular computer can also run on the D drive of a cloud computer.

What do I do if the mouse pointer behaves abnormally when I play a game or use 3D software in a cloud computer?

What do I need to know when I run software or games on a cloud computer?

Note the following items when you run software or games on a cloud computer:

• Some software or games have requirements for the running environment and may require high-configuration discrete graphics cards. In this case, purchase a cloud computer that meets your requirements.

  Note

  To check whether a software or game requires a graphics card, go to the official website of the software or game.

• For a Citrix-based cloud computer, due to the limits of Citrix policies, you must make sure that the cloud computer is connected when you run software or games. If the cloud computer is disconnected, the software or game cannot run.

• You cannot deploy games that are accessed over the Internet.

What do I do if a cloud computer cannot run certain game software?

If your cloud computer meets the running requirements of a game but the game still cannot run, the DirectPlay component may be missing. You can perform the following operations to configure the component to resolve the issue.

1. In the lower-left corner of the Windows cloud computer, select Start > Windows Administrative Tools > Server Manager.

2. On the Dashboard page of Server Manager, click Add Roles And Features.

3. On the Before You Begin, Installation Type, Server Selection, and Server Roles tabs, retain the default options and click Next.

4. On the Features tab, select DirectPlay and click Next.

5. On the Confirmation tab, click Install.

6. Wait for 2 to 5 minutes. After the service is installed, you are redirected to the Results tab.