How do I troubleshoot audio and microphone issues in Amazon WorkSpaces for Windows?

Resolution

Audio issues

To troubleshoot audio issues in your WorkSpaces application, do the following:

Perform initial checks

• Be sure that you're running the latest WorkSpaces client application.
• Reboot your Workspace to check if the issue is resolved.
• Be sure that the round-trip time for your WorkSpace client is less than 100 ms. If the RTT is between 100 ms and 250 ms, then the user can access the WorkSpace, but the performance is degraded. To check the RTT to the various AWS Regions from your location, use the Amazon WorkSpaces Connection Health Check.

Install Teradici Virtual Audio Driver on your WorkSpace

If you still have audio issues after the initial checks, check if the Teradici Virtual Audio Driver is installed on the WorkSpace. To verify, open Device Manager on the WorkSpace where you have issues in your Windows PC. Then, choose (double-click) Sound, video and game controllers. The driver must be listed in this section. If the driver isn't listed in this section, then use these steps to install the driver:

1. Open Device Manager on the WorkSpace.
2. Choose Action, and then choose Add legacy hardware.
3. In the Welcome to Add Hardware Wizard window, choose Next.
4. Select Install the hardware that I manually select from a list (Advanced), and then choose Next.
5. Choose Show All Devices, and then choose Next.
6. Choose Have Disk.
7. Under Copy manufacturer's files from, choose Browse, and select the following file: C:\Program Files\Teradici\PCoIP Agent\drivers\TeraAudio.
8. Choose OK.
9. Choose Teradici Virtual Audio Driver, and then choose Next.
10. Choose Finish.

Reboot the WorkSpace. The driver must be listed under the Sound, video and game controllers section in Device Manager.

Configure Teradici Virtual Audio Driver as the active playback device

Verify that the Teradici Virtual Audio Driver is configured as the active Playback device by following these steps:

1. Connect to the WorkSpace.
2. In the system tray, right-click on the speaker icon, and then choose Sounds.
3. Choose the Playback tab.
   Check if Teradici Virtual Audio Driver has a green checkmark.

If the driver doesn't have a green checkmark, then follow these steps:

1. Right-click anywhere on the Playback tab, and then select Show disabled drivers.
2. Right-click on Teradici Virtual Audio Driver, and then select Enable.

You can now listen to the audio inside the WorkSpace.

Microphone issues

Windows Server 2019-based WorkSpaces include new privacy settings that disable remote access to microphones, by default. Your applications can't detect an audio device unless you provide the required access in Windows Settings.

1. In your Windows Workspace, Choose the Start menu, and then choose Settings.
2. Choose (double-click) Privacy, and then under App permissions, choose Microphone.
3. Under Allow apps to access your microphone, select On.

Your microphone is now detected inside the WorkSpace. No reboot of WorkSpace is required.