Troubleshooting VDI plugin installation in zoom

In the following information, you’ll find information that can assist you in troubleshooting and resolving common issues with Citrix Receiver, VMware Horizon Client, or Azure Virtual Desktop (AVD). Listed below are some of the reasons installation may not work for some users, which can be confirmed by reading this article.

This article covers:

• How to troubleshoot common issues with Citrix Receiver, VMware Horizon Client, and AVD Plugin
  • Applications still running error
  • Installation to different version error
  • Copy files error
    • Troubleshoot Citrix Workspace/Receiver
    • Troubleshoot VMWare Horizon Client
    • Troubleshoot AVD plugin
• How to gather installer logs

How to troubleshoot common issues with Citrix Receiver, VMware Horizon Client, and AVD Plugin

Applications still running error

Issue:

During installation of the Zoom Plugin for Citrix Receiver and VMware Horizon Client you will receive a dialog box with the following error message: Citrix Receiver and VMware Horizon Client are already running. If you would like to continue installing Zoom Plugin for Citrix Receiver/VMware Horizon Client, please close this window. During the installation of Citrix Receiver or VMware Horizon Client, there may be a chance that Citrix Receiver or VMware Horizon Client is still running, which may cause this issue.

Suggestions:

• You will need to close any open windows in order to continue the installation process if the process has any.

• As an administrator, you can run the following commands from the command prompt if the process is stuck (wfica32.exe or vmware-view.exe) or, if the process is not responding, you can use Task Manager to terminate it (wfica32.exe or vmware-view.exe).

  taskkill /im wfica32.exe /f
  taskkill /im vmware-view.exe /f

Installation to different version error

Issue:

It is not possible to install a different version of the software. During the standard installation (not quiet mode) of Zoom Plugin for Citrix Receiver/VMware Horizon Client, you might receive a dialog box that says Unable to install because a newer version of the product is already installed on your system.

Suggestions:

• Make sure that the Thin Client version that is currently installed is current and not older than the one that is being installed.

• You can fix this issue by uninstalling the existing plugin and re-installing the new VDI plugin in order to resolve the problem.

 

Copy files error

Issue:

Windows Thin Client does not support the installation of the VDI plugin. In the process of installing the VDI plugin, the installation would be rolled back, and you would receive the following error message from the Zoom Plugin for Citrix Receiver/VMware Horizon Client: An error occurred while copying the files, and the installation could not be completed.

Suggestion:

It may be necessary to follow the below troubleshooting steps in order to determine what may be the cause of this issue, which is dependent on the Thin Client platform (Citrix/VMware).

Note:

It is important to follow the logic that our installer uses to install the product as it follows these troubleshooting steps.

Troubleshoot Citrix Workspace/Receiver

Confirm Citrix Workspace/Receiver installation

Since our binary files must be copied directly into the Citrix Workspace/Receiver folder on the system, our installer requires that a previously installed folder of Citrix Workspace/Receiver be found on the system.

In order to find out more about the differences between the versions, please visit the following website:see How to Detect Citrix Receiver for Windows Edition (Store or Manual Install)?.

Check if the installer successfully copied files

During the installation process, Zoom Citrix plugin binaries are automatically copied to the following directory:

• 64 bit OS: C:\Program Files (x86)\ZoomCitrixHDXMediaPlugin
• 32-bit OS: C:\Program Files\ZoomCitrixHDXMediaPlugin

To confirm if the plugin installation was successful:

1. You should examine all the binary files under the above install folder (files ending in .dll and .exe) to check if they are more or less than a few hours apart under the Date Modified column (versus, say, a few days as an example).

2. There could be a corrupted installation or files that have been manually modified by a user (in which case you would need to uninstall/reinstall in order to fix the issue) if these dates are more than a few days apart.

The files under the ZoomCitrixHDXMediaPlugin/Plugin folder are plugin files (zoommedia.dll, cmmlib.dll, libcrypto-1_1.dll, util.dll) that should have a similar date modified column to those that are found under the parent folder. There must be a copy of these files in the Citrix Receiver installation path, which can be found by checking the registry key value “InstallFolder” under HKLM/SOFTWARE/Citrix/Install/ICA Client under HKLM or HKCU.

If you would prefer to get the install path while Citrix Receiver is running, you can use Task Manager to do so:

1. Press the Ctrl + Alt + Delete keys to open Task Manager.
2. Click the Details tab.
3. Find wfica32.exe.

4. You can right-click on wfica32.exe and select Open File Location from the drop-down menu that appears.

Check plugin registration

It is recommended that you launch Registry Editor (regedit.exe) in order to verify plugin registration. The following registry key paths and values need to be displayed in order to ensure that the following data is displayed:

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0]
"VirtualDriverEx"="ZoomCitrixMediaPlugin"

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ZoomCitrixMediaPlugin]
"DriverName"="ZoomMedia.dll"
"DriverNameWin32"="ZoomMedia.dll"
"ZoomPath"="C:\Program Files (x86)\ZoomCitrixHDXMediaPlugin"

Troubleshoot VMWare Horizon Client

Confirm VMware Horizon client installation

Due to the fact that our binary files must be copied directly into the VMware Horizon Client folder, our installer requires the VMware Horizon Client to be installed. With the help of the registry key value below, the installer tries to find the path to the VMware Horizon install folder.

There must be a key that exists on the Thin Client, and the data for InstallPath must point to a folder that already exists: HKLM/Software/VMware, Inc./VMware VDM/RemoteExperienceAgent/HKLM/Software

Check if the installer successfully copied files

This is the default installation directory for Zoom VMware plugin binaries, which can be found below:

• 64 bit OS: C:\Program Files (x86)\ZoomVMwareMediaPlugin
• 32-bit OS: C:\Program Files\ZoomVMwareMediaPlugin

The following steps can be taken to verify if the plugin has been successfully installed:

1. It is important to check all of the binary files in the above installation folder (those that end in .dll and .exe) to see if the dates under the Date Modified column are more or less than a few hours apart (versus days, for instance).

2. There could be a corrupted installation or files that have been manually modified by a user (in which case you would need to uninstall/reinstall in order to fix the issue) if these dates are more than a few days apart.

 

In the VMware Horizon install folder, which can be found by checking the registry key HKLM/Software/VMware, Inc./VMware VDM/RemoteExperienceAgent and opening the file path shown under InstallPath, we will find the plugin install files under ZoomVmwareMediaPlugin/Plugin (32-bit) and ZoomVmwareMediaPlugin/x64 (64-bit) that need to be copied into the VMware Horizon install folder.

Check plugin registration

Please launch the Registry Editor (regedit.exe) so you can confirm that the plugin has been registered. You will need to make sure that the following registry key paths and values display the following data as shown below as an example (the default path is shown in the example below):

[HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.\VMware VDPService\Plugins\ZoomMedia]
"dll" = "C:\Program Files (x86)\VMware\VMware Horizon View Client\x64\ZoomMediaForHorizon.dll"
"ZoomPath"="C:\Program Files (x86)\ZoomVmwareMediaPlugin"

Troubleshoot AVD plugin

Please launch the Registry Editor (regedit.exe) so you can confirm that the plugin has been registered. You will need to make sure that the following registry key paths and values display the following data as shown below as an example (the default path is shown in the example below):

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\ZoomWVD]
"name" = "C:\Program Files (x86)\ZoomWVDMediaPlugin\x64\ZoomMediaWVD.dll"
"zoompath" = "C:\Program Files (x86)\ZoomWVDMediaPlugin\"

How to gather installer logs

It may be necessary for us to request a log file from the plugin or VDI Client installer in order to help troubleshoot your problem further. MSI installer logging is supported in Zoom VDI Plugin 5.7.0 and higher Windows plugins.

To gather installer logs:

1. Launch the command prompt as an administrator and run the following command as an administrator: msiexec /i %MSI_FILE_PATH% /L*V %LOG_FILE_OUTPUT%

2. Replace the %LOG_FILE_OUTPUT% with a log file name (ending in .txt).
3. Replace %MSI_FILE_PATH% with the path to the installer. For example:
   msiexec /i ZoomWVDMediaPlugin.msi /L*V .\log.txt