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

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Audio issues

To troubleshoot audio issues in PCoIP or WorkSpaces Streaming Protocol (WSP) WorkSpaces, complete the following steps.

Perform initial checks

Take the following actions:

• Make sure that you're running the latest WorkSpaces client application.
• Reboot your Workspace.

(PCoIP only) Install Teradici Virtual Audio Driver on your WorkSpace

If you still have audio issues after the initial checks, then check whether the Teradici Virtual Audio Driver is installed on the WorkSpace. Open Device Manager on the WorkSpace. Then, choose (double-click) Sound, video and game controllers, and check whether the driver is listed.

If the driver isn't listed, then complete the following 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 then 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.
11. Reboot the WorkSpace. Then, verify that the driver is listed in Sound, video, and game controller.

To configure the Teradici Virtual Audio Driver as the active Playback device, complete the following steps:

1. Connect to the WorkSpace.
2. In the taskbar, open the context (right-click) menu for the speaker icon, and then choose Sounds.
3. Choose the Playback tab.
4. Check whether Teradici Virtual Audio Driver has a green checkmark that shows that Teradici Virtual Audio Driver is the active playback device.
5. If the driver doesn't have a green checkmark, then open the context (right-click) menu anywhere on the Playback tab.
6. Select Show disabled drivers.
7. Open the context (right-click) menu for Teradici Virtual Audio Driver, and then select Enable.

(WSP only) Install the virtual microphone audio driver on your WorkSpace

Complete the following steps:

1. Open Device Manager on the WorkSpace.
2. Choose the WorkSpace computer name, and then choose Action.
3. Choose Add Legacy Hardware, and then choose Next.
4. Select Install the hardware that I manually select from a list (Advanced).
5. For Common hardware types, select Show All Devices, and then choose Next.
6. Choose Have Disk, and then for Copy manufacturer's file from, enter C:\Program Files\NICE\DCV\Server\drivers\audio.
7. Select AWSVirtualMicrophone.inf, and then choose Open.
8. Choose OK.
9. Choose Next.
10. Choose Finish.
11. Reboot the WorkSpace.

Microphone issues

Windows Server 2019 and 2022 WorkSpaces include privacy settings that turn off remote access to microphone by default. Your applications can't detect an audio device unless you provide the required access in the Windows settings.

To allow an audio device, complete the following steps:

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