Troubleshooting
This section provides guidance for troubleshooting common issue with the Zoom Workplace VDI app.
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This section provides guidance for troubleshooting common issue with the Zoom Workplace VDI app.
Last updated
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How to Generate and Collect Logs from the Zoom Workplace VDI app & Plug-In
The VDI Host Installer comes with a Log Collection Tool that allows users to easily generate and collect logs for transfer to Zoom Support for diagnostic investigation. These logs can be used to troubleshoot specific issues related to the Zoom Workplace VDI app, but should only be used when required.
Heads Up
Use the LogLevel policy to configure the correct level before enabling logs. The default is "0" which disables logging. Most trouble-shooting will require configuring the LogLevel for "4" to provide the maximum amount of logging data.
Only gather troubleshooting logs when required and confirm the logging tool is disabled after every use—do not leave the logging function enabled while unmonitored.
To access the Log Collection Tool, open the directory where the application is installed — by default this is C:\Program Files(x86)\Zoom VDI\Bin — and locate the ZoomVDITool.exe file within that folder.
To use the Log Collection Tool, first choose the location of where to save the logs. Second, enable logging by clicking the box below the save location. After this, restart the Zoom Workplace VDI app, replicate the issue, and Collect Logs using the VDI tool. After collecting, the logs will be available in a file in the specified directory and can be sent to Zoom Support for further troubleshooting.
Heads Up
Enabling logging will increase CPU utilization and disk access to generate logs.
HID Mute Button is not Synced with Zoom Workplace VDI app
If you are using an HID-supported headset, it should automatically send HID commands to Zoom for audio synchronization. However, if another application that utilizes HID commands, such as Cisco Webex or Microsoft Teams, was launched before the Zoom Workplace app and took control of HID functionality, HID support in Zoom may be unavailable.
Advanced Plug-In Troubleshooting
The following section addresses commonly reported issues when launching or installing the VDI Plug-In. If the recommended troubleshooting does not resolve your issue, please contact Zoom Support for additional assistance.
Citrix Receiver/Omnissa Horizon client is running. Please close it to continue to install the Zoom Plug-In for Citrix Receiver.
This error can occur if the Citrix Workspace or Omnissa Horizon Client is still running during the installation process. If either process has any open windows, close them out and resume the installation. If the process is stuck, you can use task manager to kill the process (wfica32.exe or omnissa-view.exe) or from Command Prompt ran as an admin:
Unable to install because a newer version of the product is already installed
This error occurs if the current Plug-In version exceeds the version of the Plug-In being installed. To resolve, confirm if the version of the Plug-In currently installed is newer than the one being installed. If confirmed, uninstall the existing Plug-In and retry the failed installation package.
An error occurred while copying files and the installation could not be completed
This error often occurs when the installer fails to copy files to the directory, though unusual registry key locations for virtual desktop agents may also cause it. If you encounter this error, please contact Zoom Support for assistance.
Citrix Light Mode
Citrix offers users the ability to launch virtual desktops or programs in “Light Mode,” which will launch the virtual application in a browser instead of the full Citrix client. Light Mode does not support the virtual channels required for media optimization and will produce a Fallback Mode experience. To offload audio and video from the virtual desktop to the VDI Plug-In, you must connect to your virtual desktop through the Citrix application.
Virtual Channel Allow List
Starting with Citrix release 2109, the policy for the Virtual Channel Allow list was enabled by default. If your Zoom Workplace VDI app is not connected to the VDI Plug-In and your Citrix environment was recently upgraded to this newer release, you may need to edit the Virtual Channel Allow List policy. Please refer to the article
