Troubleshooting VDI plugin installation

The following information can help you troubleshoot and resolve common issues with Citrix Receiver, VMware Horizon Client, or Azure Virtual Desktop (AVD). This article can also help you confirm the reason installation may not work for some users.

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: You receive a dialog box from the Zoom Plugin for Citrix Receiver/VMware Horizon Client with the error message: Citrix Receiver/VMware Horizon Client is running. Please close it to continue to install Zoom Plugin for Citrix Receiver/VMware Horizon Client. A possible cause for this issue is that Citrix Receiver or VMware Horizon Client is still running during the installation.

Suggestions:

• If the process has any open windows, please close them out to continue the installation.
• If the process is stuck, you can use Task Manager to terminate the process (wfica32.exe or vmware-view.exe) or, as an admin, run the following from the command prompt:
  

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

Installation to different version error

Issue: The installation to a different version does not work. In standard (not quiet mode) installation, you receive a dialog box from the Zoom Plugin for Citrix Receiver/VMware Horizon Client with the error message: Unable to install because a newer version of the product is already installed.

Suggestions:

• Check if the currently installed Thin Client version is newer than the one being installed.
• To resolve this issue, uninstall the existing plugin and try reinstalling the new VDI Plugin.

Copy files error

Issue: Installing the VDI plugin does not work on Windows Thin Client. During the VDI plugin installation, the installation is rolled back and you receive a dialog box from the Zoom Plugin for Citrix Receiver/VMware Horizon Client with the following error message: An error occurred while copying files and the installation could not be completed.

Suggestion: To troubleshoot the possible cause of this issue, follow the below troubleshooting steps, based on the Thin Client platform (Citrix/VMware).
Note: These troubleshooting steps follow the logic that the installer uses to install our product.

Troubleshoot Citrix Workspace/Receiver

Confirm Citrix Workspace/Receiver installation

Our installer requires an existing install folder of Citrix Workspace/Receiver on the system because our binary files must be directly copied into this folder.
Note: Make sure that the Workspace/Receiver is installed on the system and it is not a UWP/Microsoft Store version. For more information about the differences between versions, see How to Detect Citrix Receiver for Windows Edition (Store or Manual Install)?.

Check if the installer successfully copied files

By default, Zoom Citrix plugin binaries are copied to the installation directory below:

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

To confirm if the plugin installation was successful:

1. Under the above install folder, check all binary files (files ending 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 example).
2. If the dates are more than a few days apart, there could have been a corrupted installation or manually modified files by a user (which will require uninstall/reinstall to fix).

Files under ZoomCitrixHDXMediaPlugin\Plugin are plugin files (zoommedia.dll, cmmlib.dll, libcrypto-1_1.dll, util.dll) and should have a similar Date Modified column to the files in the parent folder. These files must be copied to the Citrix Receiver installation path, which is found by checking the registry key value “InstallFolder" under HKLM or HKCU\SOFTWARE\Citrix\Install\ICA Client.

Alternatively, while Citrix Receiver is running, you can get the install path by using Task Manager:

1. Press the Ctrl + Alt + Delete keys to open Task Manager.
2. Click the Details tab.
3. Find wfica32.exe.
4. Right-click wfica32.exe and select Open File Location from the dropdown menu.

Check plugin registration

To confirm plugin registration, launch Registry Editor (regedit.exe). Ensure that the following registry key paths and values display the following data below:

[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

Our installer requires the VMware Horizon Client to be installed because our binary files must be directly copied into this folder. The installer looks for the VMware Horizon install folder path, using the registry key value below.

Ensure that this key exists on the Thin Client and the data for InstallPath points to an existing folder: HKLM\Software\VMware, Inc.\VMware VDM\RemoteExperienceAgent

Check if the installer successfully copied files

By default, Zoom VMware plugin binaries are copied to the installation directory below:

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

To confirm if the plugin installation was successful:

1. Under the above install folder, check all binary files (files ending 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 example).
2. If the dates are more than a few days apart, there could have been a corrupted installation or manually modified files by a user (which will require uninstall/reinstall to fix).

Files under ZoomVmwareMediaPlugin\Plugin (32-bit) and ZoomVmwareMediaPlugin\x64 (64-bit) are the plugin install files that we copy into the VMware Horizon install folder, which is found by checking the reg key HKLM\Software\VMware, Inc.\VMware VDM\RemoteExperienceAgent and opening the file path shown under InstallPath.

Check plugin registration

To confirm plugin registration, launch Registry Editor (regedit.exe). Ensure that the following registry key paths and values display the following data below (default path shown below for example):

[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

To confirm plugin registration, launch Registry Editor (regedit.exe). Ensure that the following registry key paths and values display the following data below (default path shown below for example):

[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

For further troubleshooting, we may request logs from the plugin or VDI Client installers. Zoom VDI Plugin 5.7.0 and higher Windows plugins support MSI installer logging.

To gather installer logs:

1. As an administrator, launch the command prompt and run the following command:
   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