You can verify your installation and collect troubleshooting information from your users through the following:
If the RealTime Connector is in fallback or non-optimized mode, the value of the Mode field is Un-Optimized. For fallback mode, video and audio processing occurs on the server and the media is sent from the terminal to the server and then back to the terminal.
MediaEngineHost.exe writes client-side error logs to %TEMP%\Citrix\RestrictedMediaEngine\ on the local terminal.
If you have DNS problems on the terminal, these can cause the RealTime Connector and the Citrix HDX RealTime Media Engine to fail registration while the Lync application can register successfully. If this occurs, debug and fix the DNS problems from the remote terminal.
On Dell Wyse terminals, the log file of an application crash is not saved when the user works in User mode. To save crash logs, the user must work in Administrator mode. You can find crash logs in MS-RAMDRIVE, which is drive Z by default on Wyse terminals.
Normally, the error logs from a client application are created on the local, client device. However, such local error logs are sometimes deleted when a terminal user logs off, so a system administrator is unable to retrieve them.
HDX RealTime Media Engine avoids this by writing error messages into the Media Engine error logs on the virtual desktop running on the client device.
To change the write location of Media Engine Host error messages from the virtual desktop back to the local client device
To re-enable remote error message logging on the virtual desktop, set the value of the key to 1 (enabled) or remove the key entirely.
If you are having video problems attributable to a high Frames Per Second (FPS) rate, such as the image breaking up, you can limit the supported FPS with this registry key value: [HKEY_CURRENT_USER\Software\Citrix\HDXRTConnectorLC\MediaEngine] "MaxAllowableFrameRate"="15".
The RealTime Connector can fail to initialize if a personal firewall blocks the network initialization for too long. This condition resolves itself the next time the program is run after you unblock the application.
When the firewall is blocked, an error message such as the following can appear:
In such cases, create an exception in the Windows firewall.
Occasionally, when you start a second session on a second terminal while a first session remains open, Microsoft Lync does not open in the second session. It stays minimized in the task bar. To maximize it, right-click the task bar and select Maximize. Then, to restore Lync to a normal size, restart Lync.
If you experience issues with video quality when using a wireless network connection, try moving closer to the wireless access point. If that does not resolve the issue, try a wired network connection instead. When using a wired network connection, disable the wireless network adapter to avoid transmission issues.
Certain Windows terminals do not include a VeriSign root certificate for RealTime Media Engine in the default set of trusted root certificates. If a terminal does not have the required certificate, these issues appear immediately after Lync starts:
For more information about root certificate issues, refer to the following articles:
Obtain a root certificate.
Install the root certificate manually or through the Microsoft Management Console (MMC).
For software in general, the most common installation problems are related to corrupt system files needed for installation. These errors are rare, but difficult to troubleshoot.
The Media Engine installer requires Microsoft .NET 3.5.1. If it is missing from the computer, install it to resolve the problem. If it is already installed, run a repair installation on .NET.
On some Windows machines, customers encounter errors during software installation when embedded custom-action VB scripts run. Common errors presented to the user or captured in install logs are 2738 and 1720. Some customers have encountered these errors when an anti-virus program places the vbscript.dll ClassID under the HKEY_CURRENT_USER registry hive instead of under HKEY_LOCAL_MACHINE where it is needed for the proper elevated run level.
Run the following registry queries to determine if the vbscript.dll ClassID is installed for the current user, system wide, or both:
The ClassID should appear only for HKEY_LOCAL_MACHINE. If it is under HKEY_CURRENT_USER, follow these steps. If ClassID is under HKEY_LOCAL_MACHINE and not HKEY_CURRENT_USER, start with step 2.
The vbscript.dll file or registry reference to its ClassID can become unregistered or corrupted. Follow these steps to register or repair it.
After you complete the troubleshooting, you can revert this change if needed.
The OS installation DVD must match the Windows service pack installed on the terminal.