Product Support - vWorkspace

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Our technical support staff has identified the following critical information to get you started. To get the best results make sure you read through all material prior to using your Dell Product.

How to prevent F11 from opening Full Screen Mode with HTML5.
How to prevent Web Browser from running in Full Screen mode while using HTML 5.This setting is not part of vWorkspace but can be setup with a Registry Key on the user device.
vWorkspace 8.6 System Requirements
vWorkspace 8.6 System Requirements document
Printing from HTML5 Connector
Printing within the HTML5 Connector is either poor quality or does not work.
vWorkspace Connectors feature list
What are supported and unsupported features of vWorkspace Connectors on different platforms?
Windows printer mapping does not work with EasyPrint
User's printers are mapped with an EasyPrint driver when user is connecting with MSTSC.EXE (Microsoft RDP client). However, same printers from the same machine are not mapped with EasyPrint drivers using vWorkspace Connector. Native printer drivers are required on the server (VDI or TS/RDSH) side in order for these printers to map into the remote session.
When using Universal Printing, how can the native printer settings be used?
When using Universal Printing, how can the native printer settings be used?
Reporting - Total number of logged on users into a VDI every day / month
How can I get a report for the total number of logged on users on a daily basis? Is there a way to know this figure, not the current number of logged on users but the total number for each particular day?
vWorkspace and Reporting - Does vWorkspace provide assistance for creating custom reports?
The reporting and logging functionality allows customers to leverage data gathered by vWorkspace to create real-time and historical reports on user activity as well as perform auditing of administrative activity. We provide a set of frequently-requested default reports and we also have documented the schema for the reporting database in detail, so that you can write your own reports easily. Does v...
How to enforce two factor authentication for all External clients but not for Internal clients
Is it possible to enforce two-factor authentication (2FA) for ALL Internet clients - regardless of if they connect via the external Web Interface or via AppPortal?Additionally, can users connect without two-factor authentication from intenal Networks - again regardless if they connect via the internal Web Interface or use the AppPortal client. 
Does vWorkspace support Chromebook? (ChromeOS)
How to utilize Chromebooks (ChromeOS) to access to vWorkspace published resources.
Below is a list of the recommended software along with any documentation that will help with the install process to bring your product to the version referenced.

Clients disconnecting through SSL Gateway (Secure Access Server)
The Eventlog of the SSL Gateway/Secure Access Server shows these errorsEvent id 36888: Schannel, A fatal alert was generated and sent to the remote endpoint. This may result in termination of the connection. The TLS protocol defined fatal error code is 40. The Windows SChannel error state is 1205.Event id 36874:schannel, An TLS 1.2 connection request was received from a remote client application, ...
Optional Hotfix 472417 for vWorkspace 8.5 Windows Connector Released
This is an optional hotfix and can be installed on the following vWorkspace roles - Windows  Connector
vWorkspace 8.0.1595 Optional Hotfix (372969) for solution 150300
This is an optional hotfix and can be installed on the following vWorkspace roles, RDSH, EOP Print Server, PNTools and Windows Connector.Please refer to the Support Portal knowledgebase article 150300 for additional information and instructions on implementing the patch.
vWorkspace 8.6 Hotfix Summary
This document will help you determine which hotfixes should be applied in your vWorkspace 8.6 environment.
Mandatory Hotfix 475148 Version 8.6.2714 for Windows Connector
This is a MANDATORY hotfix for vWorkspace Windows Connector.Note:  Refer to the release notes for complete details.  This release may receive additional testing. For complete product information, refer to the vWorkspace product documentation.
vWorkspace 8.0.1608 Optional Hotfix (477527) for solution 156669
This is an optional hotfix to address an issue where database connections can deadlock under heavy load causing slow logins.Please refer to the Support Portal knowledgebase article 156669 for additional information and instructions on implementing the patch.
vWorkspace 8.0.1594 Mandatory Hotfix (433319) for solution 148421
VMWare Linked Clone operation ignores resource pool selection.Please refer to the Support Portal knowledgebase article 148421 for additional information and instructions on implementing the patch.
vWorkspace 8.0.1588 Optional Hotfix (420210) for solution 142781
The SQL server hosting the vWorkspace database can incur heavy CPU load during logon storms which can affect overall performance and in some cases cause the SQL Server to stop responding.Please refer to the Support Portal knowledgebase article 142781 for additional information and instructions on implementing the patch.
vWorkspace 8.0.1306 Optional Hotfix (398905) for solution 137069
This release should only be applied if you are experiencing the following situation: Provide support for provisioning on SCVMM 2012 R2.Please refer to the Support Portal knowledgebase article 137069 for additional information and instructions on implementing the patch.
Technical Support has reviewed all the support information and has identified the most popular helpful tips and how to videos or articles to ensure you get the most out of your Dell Product.

How to prevent F11 from opening Full Screen Mode with HTML5.
How to prevent Web Browser from running in Full Screen mode while using HTML 5.This setting is not part of vWorkspace but can be setup with a Registry Key on the user device.
vWorkspace Management Console unable to communicate with VCenter
Cannot reset, initialize, etc....from console. Get the following error: SSL handshare Exception. Remote host closed connection during handshake Our engineering team disabled SSL in our vSphere environment. They are now only allowing TLS and not SSL.
Web Access connector user preferences override settings lost.
Users report that after a few days of making custom changes and saving them in the Web Access connector (font smoothing, flash redirection, etc.) that the settings are lost.
Printer preference settings are not saved by User Profile Management
User printer preference settings are not saved by User Profile Management (MetaProfiles) when using vWorkspace to assign network printers.
vWorkspace and Reporting - Does vWorkspace provide assistance for creating custom reports?
The reporting and logging functionality allows customers to leverage data gathered by vWorkspace to create real-time and historical reports on user activity as well as perform auditing of administrative activity. We provide a set of frequently-requested default reports and we also have documented the schema for the reporting database in detail, so that you can write your own reports easily. Does v...
Outlook startup and MSTSC connection is being delayed when Symantec PGP is present
It has been reported that when Symantec PGP encryption solution client is installed on the terminal services server, Outlook 2013 starts up and freezes for three to five minutes and proceeds to load the mail client. This also happens when MSTSC (Remote Desktop client) establishes connection from RDSH (Remote Desktop Session Host) server. 
Network drive mapping fails when configured to map \\servername\rootshare
Network drive mapping fails when \\servername\rootshare  path configured on vWorkspace console, but the same configuration works when the path is pointed at a sub folder, for instance \\servername\rootshare\subfolder\.
Heartbeat Interval Guidelines
The default Heartbeat settings can be changed to better suit different Environments. The Table below shows the current recommended settings.
Password Management Error: Unable to translate Username
When trying to reset a password using the vWorkspace password management service, the User is presented with the error Unable to translate username
Admin account locations in vworkspace
Where are all of the locations in which we would have needed to put in credentials for an admin account in the vWorkspace console?
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Mandatory Hotfix 483251 for vWorkspace 8.6 Windows Connector
This is an Mandatory hotfix and can be installed on the following vWorkspace roles - Windows  Connector
How to enable logging for vWorkspace Web Servers
How can the Web Access logs be activated?
vWorkspace 8.5 USB 3.0 Drives Not Redirecting
vWorkspace Connector is not redirecting USB 3.0 drives to the virtual machine while USB 2.0 drives redirect properly. This issue occurs with Connector 8.5 or 8.6
Printers not showing up in after enabling profile management
When having Network Printers added via the vWorkspace Console, those disappear after enabling the User Profile Management and saving the Printer defaults.
Virtual IP is not working on Hyper-V based VM
Virtual IP is not working properly on Server 2012, which is VM on Hyper-V host.
Common Information Gathering for Print-IT related issues in vWorkspace
The following document has been created to describe the needed information to properly troubleshoot Print_IT related issues within vWorkspace product suite. When possible, this information should be supplied when opening a support case as it will be relevant and helpul to troubleshoot, diagnose and resolve most issues.
Mandatory Hotfix 475186 for 8.6 vWorkspace Connection Broker
This is a MANDATORY hotfix for vWorkspace Connection Broker.Note:  Refer to the release notes for complete details.  This release may receive additional testing. For complete product information, refer to the vWorkspace product documentation.
Copy and pasting between local Excel and vWorkspace Excel does not work
Excel doesn't allow the normal copy+pasting between workbooks. This happens even with two separate instances of Excel running locally (Excel defaults to opening under the same instance so most people don't notice this)The error is "Microsoft Office Excel cannot paste the data"
Issues with managed application assignment for groups from Active Directory.
When using kerberos authentication in AppPortal the application list is not updated when a user is added or removed from a group to which an application is assigned. Clicking "Refresh Applications" does not update the list.
Version Full Support as of Limited Support as of Support Discontinued
8.6 7/31/2015
8.5 12/5/2014
8.0.1 11/7/2013 1/31/2016 7/31/2016
8.0 3/27/2013 7/1/2015 1/31/2016
7.6 6/18/2012 7/1/2014 1/1/2015
Earlier product versions not listed are considered discontinued.

The Product Support Lifecycle table above describes the phase during which Dell Software products are eligible for product support and new release downloads.

Product Support Policies

The Product Support Lifecycle describes the phases during which our products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our products when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our products.

We will attempt to answer questions on older versions of our products provided resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the product.

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products. Refer to the product lifecycle table on your Product Support Page or Knowledge Base for more information.

Full Support

  • Product is fully supported, generally available release/version.
  • Includes most current released version of a product and one or more prior releases.
  • Enhancement requests for this release are accepted and may be considered for future releases.
  • Maintenance releases and/or hot fixes are periodically made available for this release.
  • Release/version is fully supported by both Support and Development.
  • Release/version is available for download from Support Portal.

Limited Support

  • Support is available for this release/version, and we will use best efforts to provide known workarounds or fixes.
  • No new code fixes will be generated except under extreme circumstances and at our discretion.
  • Enhancement requests are not accepted.
  • You are encouraged to plan an upgrade to a release/version on "Full Support".
  • Release/version is available for download from the Support Portal.

Discontinued

  • Includes release/versions which are retired or discontinued.
  • No new patches or fixes will be created for this release.
  • Release is not available for download from the Support Portal.
  • Support will be provided to assist with upgrading to a supported version.
  • Support is not obligated to provide assistance on this version of the product.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end-of-life, we offer a Continuing Support service to provide you with one year of limited support beyond your software’s end-of-life or end-of-support date. Continuing Support is not guaranteed on every product.

  • Annual software maintenance contract must be renewed.
  • Includes uninterrupted access to technical support via phone, online and chat.
  • Support Engineers will provide known workaround solutions and fixes.
  • Fee-based service available on selected products.

    Product Enhancements

    If you are interested in submitting product enhancement requests, you can do so by creating a case with support. When we receive a product enhancement request, the Support Engineer will work to define and clearly document the request. Once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

    Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at our discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.

    Product Defects

    If your issue is determined to be a defect in the product, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided to you and the support case will be closed. Notifications of new product releases will be emailed to you as long as you who have configured your profile to receive product notifications. Release Notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. You can review the release notes or search the Knowledge Base on the Support Portal using your Defect Identifier to see if the issue has been addressed. We do not guarantee that all defects identified will be fixed in a future release of the product.

    Our products have license keys generated for their use. Some products require a new license key when upgrading to a new release and/or patch. We also recommend that prior to any migration or upgrade of products, new licenses are confirmed as functioning properly as some license keys are machine and machine name specific.

    If you have questions regarding licensing of a product please complete the form available on the Support Portal Licensing Page. A Dell Software Licensing Representative will respond to your query within 24 hours.

    You may also email the Dell Software Licensing team: license@software.dell.com.

    For SonicWALL specific licensing questions, contact SonicWALL Customer Service.

    Support for Trial Users

    We offer software trials on selected products for testing purposes. Support for trial users is limited to 30 days from the registration date. Service Requests for your trial product may only be submitted during the first 30 days of your testing period. You will still have unlimited access to our Support Portal for accessing the Knowledge Base and Product Pages.

    Customizations policy for Dell Software products

    A customization indicates functionality and configurations added to a product that are not provided as part of the core product release and, as such, would be outside the scope of normal support and maintenance. Customizations may take the form of new or modified scripts used within or alongside our products, as well as additional functionality such as custom reports, dashboards, rules, automated actions, etc. developed by you, your partners, or our Professional Services Organization.

    Support and Customizations

    We do not perform or maintain customizations. The design and development of customizations to our products is your responsibility. Assistance from Support will be limited to helping ensure that the product's functionality which enables the addition of customizations is functioning as expected. Alternatively, you may obtain guidance through product specific community sites or the Support Knowledge Base.

    Advanced Assistance

    If more thorough and detailed assistance is needed to design and develop customizations, we recommend that you engage our Professional Services Organization or fully certified partners to assist. Their expertise in designing customized solutions will ensure customers receive maximum value and product adoption. In addition to providing post-implementation expert services, Professional Services also offers a variety of pre-packaged customizations for some products which may meet your specific requirements.

    Training & Certification

    We recommend that you obtain the appropriate product training before attempting to design, develop, and implement any customization to our products. Our training courses will equip you with the necessary knowledge and ability to design and implement effective changes to our products. For more detail on the training services available, please refer to Training & Certification Services .

    Maintaining Customizations

    Careful consideration should be given to all customizations during future migration or upgrade exercises to new product and platform versions. Customizations could inhibit the upgrade itself and may require a level of re-work to continue functioning properly. Support does not take ownership for any customizations. We strongly encourage you to document and maintain records on any implemented customization work. These records can be useful in isolating problems that may be attributable to the customization or a defect in the core product.

    Support Policy on Virtualization

    Virtualization is a technique for hiding the physical characteristics of computing resources from the way in which other systems, applications or end users interact with those resources. It is able to make a single physical resource, such as a server, operating system, application or storage device, appear to function as multiple logical devices. It can also make multiple physical resources such as storage devices or servers appear as a single logical resource. As a result virtualization enables IT departments to increase the utilization of resources, increase high availability, and simplify back-up, systems administration and recovery procedures. It also allows IT departments to be more responsive to the dynamic needs of the business. Examples of virtualization technologies include VMware ESX Server, Citrix/XenServer and Microsoft Windows Server 2008 Hyper-V.

    Our products leverage the binary compatibility offered through virtualization technologies, which provide complete transparency to the operating systems and applications deployed. As a result, for all casework received where the Dell Software product is being used in a virtual environment, we will assume that the problem is common to both native and virtual operating environments, and that we will only require the customer to recreate the problem in a native environment if and when there is reason to believe that the problem is unique to the virtual environment itself.

    From a purely functional perspective, our products will operate in exactly the same way, however we can make no guarantees with respect to performance or scalability in a virtualization environment running multiple virtual instances. Configuration aspects such as CPU, memory availability, I/O subsystem and network infrastructure can all influence such a deployment, which should be given careful consideration to ensure the virtual layer has the necessary resources available to provide a satisfactory user experience.

    Support Policy on Third-Party Software

    We are committed to providing products which work on the latest platforms and technologies available in the industry today. We work closely with technology vendors to ensure earliest possible compatibility with our solutions. We provide full details of all systems requirements, together with platform and third-party product versions supported with our products, in the Release Notes published for each product. These include operating system versions, service pack levels, mail clients or server versions, database versions, browsers and other related technology supported and at which particular version level our products have been formally tested and certified to run against. The support of future platform versions, new service packs and other related technologies would be taken into consideration and addressed during the regular product maintenance and release cycles of our products. This provides ongoing upward compatibility of our products as used in customer environments. It should be noted therefore that there could be a delay between the availability of the latest platform technology release or service patch, and the product version certified to operate against this. Please contact Support should you have any questions with regards to the current support status of any product and a particular related platform, patch or third-party product support not explicitly documented in our release notes.

    For more information about the latest third-party platforms and versions supported, please review the System Requirements section of the release notes for your product or search our Knowledge Base on the Support Portal. Please note that while we do not directly or officially support third-party software, we work closely with many other providers to ensure our customers receive the best possible service at all times.

    Regional software license agreement applicable to your use of the software is available below (including software preinstalled on Dell hardware or made available to you by download, disk media or otherwise, at no additional cost).

    Click here to find your regional agreement.

    See all Support Policies