Elastic Desktop Service:FAQ for administrators managing cloud computers

What should I do if cloud computers fail to be created?

Problem description

When I created cloud computers, the EDS console displayed a creation failure.

Cause

The queuing mechanism is activated when an excessive number of administrators concurrently attempt to create cloud computers. If the process is not finalized within one hour, the EDS console will indicate a failed creation.

Solution

You can release the cloud computers that failed to be created and then recreate them. If the failed cloud computers are not released within 7 days, they will be automatically reclaimed. No billing will be incurred for cloud computers that failed to be created.

What should I do if a cloud computer remains in the Registering state?

Problem description

The cloud computer is stuck in the "Registering" state.

Solution

• Recreate the cloud computer after shutdown. For more information, see Create cloud computers.

• Restore the cloud computer using snapshots after shutdown. For more information, see Use snapshots (public preview).

Can I migrate a cloud computer from the China (Hangzhou) region to the China (Beijing) region?

No. Cross-region migration of cloud computers is not supported.

How do I quickly duplicate a cloud computer?

If you need to quickly create a copy of a cloud computer, you can follow these steps:

1. Log on to the EDS Enterprise console.

2. In the left-side navigation pane, choose Resources > Cloud Computers.

3. In the upper-left corner of the top navigation bar, select a region.

4. On the Cloud Computers page, find the target cloud computer. In the Actions column, click the ⋮ icon and select Create Image. This will generate a custom image of the cloud computer for future use. For more information, see Create an image.

5. After creating a custom image, create a custom cloud computer template based on that custom image. For more information, see Create and manage custom templates.

6. Once the custom template is created, create a cloud computer based on this custom template. The newly created cloud computer will be identical to the one used to make the custom image, thereby achieving the goal of quickly replicating the cloud computer. For more information, see Create cloud computers.

Why are there no users available to select when I create cloud computers?

If no users appear in the list when you select authorized users, it means you have not yet created any users. You can create users based on the user account system type. For more information, see Create a convenience account or Create and manage enterprise AD accounts.

Is it possible for multiple end users to connect to and use a single cloud computer at the same time?

• One cloud computer can be assigned to multiple end users, but only one end user can connect to and use it at any given time. For more information, see Assign cloud computers to users.

• If needed, you can set up a one-to-many share, configure the number of concurrent connections, and assign it to multiple end users. Each end user can connect to this one-to-many share at the same time, but they will operate in isolated environments.

  Note

  The feature is in invitational preview. If you want to use this feature, submit a ticket.

What should I do if end users find no cloud computers available after logging onto their clients?

Follow the steps below to confirm whether cloud computers have been assigned to end users:

1. Log on to the EDS Enterprise console.

2. In the left-side navigation pane, choose Resources > Cloud Computers.

3. In the upper-left corner of the top navigation bar, select a region.

4. From the search criteria list, select Username, enter an end user's name, and press Enter.

   • If the end user already has a cloud computer, ask the user to verify whether the office network ID (formerly workspace ID) or organization ID entered during logon is correct.

   • If the end user has no cloud computer, you can assign one to the user. For more information, see Manage convenience accounts.

What should I do if end users are unable to create files and folders in the root directory of the C drive?

Problem description

When end users use Windows cloud computers within a many-to-many share (formerly known as the cloud computer pool), they already have local admin privileges. However, when attempting to create a folder in the root directory of the C: drive, they still receive an Access Denied error for the target folder.

Cause

For cloud computers from a many-to-many share, the system imposes default restrictions on the root directory of the C: drive. Users are prohibited from creating any files or folders in the C: drive's root directory.

Solution

To remove the restrictions, follow these steps:

1. Log on to the EDS Enterprise console.

2. In the left-side navigation pane, choose Resources > Shared Cloud Computer.

3. In the upper-left corner of the top navigation bar, select a region.

4. On the Share page, locate the target many-to-many share using the share ID (previously known as the cloud computer pool ID) provided by the end user.

5. Click the share ID, and select the Command Execution Details tab.

6. Under the Command Execution Details tab, click Send Remote Commands.

7. In the Send Remote Commands panel, select the command type and the target cloud computer.

   Note

   For Windows cloud computers, choose either PowerShell or Bat as the command type.

8. In the Command Content text box, enter the following command and click Execute to remove the restrictions on the root directory of the C: drive:

   cmd.exe /c "icacls C:\ /grant CDriveLimited:(AD)"

   If the command output displays a message similar to the following, the restrictions on the root directory of the C: drive have been successfully removed:

   Processed file: C:\
   Successfully processed 1 file; Failed to process 0 files.

End users can now create files and folders in the root directory of the C: drive.

How do I restart a cloud computer by running a remote command?

End users may encounter errors such as 22, 5100, 5102, 5202, ConnectTicket.Timeout, UnavailableDesktop.ConnectionBroken, or other abnormal situations (e.g., keyboard unresponsiveness) when connecting to Windows cloud computers. In such cases, restarting cloud computers via a remote command may resolve the issue.

1. Log on to the EDS Enterprise console.

2. In the left-side navigation pane, choose Resources > Cloud Computers.

3. In the upper-left corner of the top navigation bar, select a region.

4. On the Cloud Computers page, locate the target cloud computer with a Running status. In the Actions column, click the ⋮ icon and select Send Remote Commands.

5. On the Send Remote Commands page, select PowerShell as the command type.

6. In the Command Content text box, enter the following command and click Execute to restart the target cloud computer:

   taskkill /im spmonitor.exe -f | taskkill /im aspsvdi.exe -f | taskkill /im edsagent.exe -f 

If the command output displays messages similar to the following, the cloud computer has been successfully restarted:

SUCCESS: The process "aspsvdi.exe" with PID 4164 has been terminated.

The example above uses a Windows cloud computer. Please adjust the actual steps based on your specific environment. For more information about sending remote commands, see Send remote commands.

How do I upgrade the GRID driver of an Enterprise Graphics cloud computer?

Prerequisites

• Before upgrading the GRID driver, ensure that the cloud computer's system disk has at least 4 GiB of available space.

• A system disk snapshot has been created prior to upgrading. If the upgrade fails, you can restore the system disk data using the snapshot. For more information, see Use snapshots (public preview).

Procedure

Verification

• Linux

  Connect to the cloud computer and open NVIDIA X Server Settings. Click X Server Information in the left panel. If NVIDIA Driver Version shows 470.161.03, the GRID driver upgrade succeeded.

• Windows

  Connect to the cloud computer, right-click the desktop, and select NVIDIA Control Panel. If the version is 474.04, the GRID driver upgrade succeeded.

What should I do if the cloud computer's disk space does not change after expansion?

If your cloud computer runs out of disk space, you can upgrade its configuration to meet your business needs. After increasing the disk space, if the available space remains the same, you may need to manually extend the disk partition. For more information, see Scale up the partition of a data disk.

What should I do if the office network cannot be selected when creating an NAS storage?

Problem description

In EDS Enterprise, file sharing between cloud computers within the same office network requires creating an NAS storage. However, the Office Network option is unavailable during NAS creation.

Cause

• NAS is not activated.

• An advanced office network is not created in the target region.

Solution

1. Log on to the NAS console and check whether NAS is activated. If NAS is not activated, activate NAS as prompted.

2. Log on to the EDS Enterprise console.

3. In the left-side navigation pane, choose Networks & Storage > Office Networks.

4. On the Office Network page, check whether an advanced office network is created. If no advanced office network is created, create one. For more information, see Create and manage convenience office networks.

5. After you perform the preceding steps, create an NAS storage again. For more information, see Mount an NAS file system on a Windows cloud computer.

What should I do when the error message "The charge type of network package in office site is not allowed to delete" appears while attempting to delete an office network?

What should I do if the "Exceptions occur in the EDS service. Failed to connect to the cloud computer. [22]" message appears?

Causes

• The AF_UNIX dependency file required for asp-server connections is deleted. The 1.5.x and 1.6.x images of the file are stored in the C:\windows\Temp directory, which can be accidentally deleted by cleanup tools.

• The AF_UNIX dependency file is configured with System and Hidden attributes in the 1.7.x image. Then, exceptions may occur when the system connects to asp-server in some Windows systems.

Solution

This issue is fixed in the 1.8.0 image. For images 1.5.x, 1.6.x, and 1.7.x, you can follow the description below to proceed:

You can modify the server config file and use local socket for connection to prevent the AF_UNIX file being deleted by mistake. Use Cloud Assistant Agent to run the following commands for troubleshooting:

$server_path = Split-Path -Path (Get-Process -Name aspsvdi).path -Parent
$json_path = $server_path + "\asp-server.json"
$oldLine = '"conn_type": "3",'
$newLine = '"conn_type": "0",'
$content = Get-Content -Path $json_path
$newContent = $content -replace [regex]::Escape($oldLine), $newLine
$newContent | Set-Content -Path $json_path
echo $newContent
taskkill /f /im aspsvdi.exe

What should I do if end users receive the "Not allowed" message when they access cloud computers deployed in the China (Hong Kong) region and overseas regions from the web client?

Cause

When end users use the web client to access cloud computers, the default domain wuying.aliyun.com does not support the access to resources deployed in the China (Hong Kong) region or overseas regions. To resume access, you must bind a custom domain name to the web client in the EDS Enterprise console.

Solution

After you bind a custom domain name to the web client, reconnect to the cloud computers. For more information, see Bind a custom domain to a web client.

What should I do when end users are required to enter an admin password to install applications on their cloud computers?

How do I set self-uploaded applications for automatic installation?

What should I do if the cloud computer fails to recognize the USB device connected to the local terminal?

If end users cannot access locally connected USB devices on their cloud computers, follow these steps to diagnose and configure the necessary settings:

1. Check whether USB redirection is enabled. For more information, see Policies for peripherals.

2. If end users need to use local USB printers or cameras, check whether printer redirection or webcam redirection is enabled accordingly. For more information, see Security-related rules.

3. If end users need to use a USB security token (U-shield), check whether the necessary drivers for the device are installed.

4. Ask end users to check whether the USB policy is enabled in their cloud computers.

   Method: On the cloud computer card in the Alibaba Cloud Workspace client, click the icon in the top-right corner, and choose Settings > Peripherals. Then, configure the USB device whitelist or blacklist as needed.

How can I troubleshoot EDS API call errors?

If an API call fails, you can use the returned request ID to check the error details on the OpenAPI problem diagnosis platform.