Dragon Medical One VMware/Omnissa configuration - troubleshoot audio issues

Common issues

In case of problems, check the following:

  • The client component of the Dragon VMware/Omnissa Audio Extension is correctly installed. For more information, see: Verifying the installation.

  • USB redirection is disabled.

    You can't use USB redirection together with the Dragon VMware/Omnissa Audio Extension. USB redirection removes the audio device from the client and adds a virtual audio device on the server. For more information, see: Record/playback not working.

    Note

    You can use the VMware/Omnissa built-in virtual channel together with the Dragon VMware/Omnissa Audio Extension.

  • The audio device you want to use is listed as the default audio device on the client end point, and this device is also available to the app hosted on the server. For more information, see: Microphone unavailable.

Verifying the installation

To verify that the Dragon VMware/Omnissa Client Audio Extension is correctly installed on the client end point, do the following:

  1. On the client end point, open the Control Panel and select Programs and Features.

  2. Check that Dragon VMware/Omnissa Client Audio Extension is listed.

    Note

    If the user was logged on to the client end point or the VMware/Omnissa session (vmware-remotekms.exe process) was running during the installation, the extension might be listed in Programs and Features but not work properly. For more information, see: Microphone unavailable.

  3. Check that the version number corresponds to your download and to the version number installed on the virtual desktop.

  4. Go to C:\Windows\System32 (64-bit Windows) and check that the following files exist:

    • NuCaRDSRecorder.dll

    • NuCaRDSPlayer.dll

    • NuCaRDSCommunication.dll

    • NuCaVDIClient.dll

    • Microsoft.CognitiveServices.Speech.core.dll

    • Microsoft.CognitiveServices.Speech.extension.audio.sys.dll

    • Microsoft.CognitiveServices.Speech.extension.codec.dll

    • Microsoft.CognitiveServices.Speech.extension.kws.dll

    • Microsoft.CognitiveServices.Speech.extension.kws.ort.dll

    • Microsoft.CognitiveServices.Speech.extension.lu.dll

    • nuance_highfa.table

  5. Open the Registry Editor and do the following:

    Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuarec and check the following:

    • The Name value points to C:\windows\System32\NuCaRDSRecorder.dll.
    • The PCoIP Enabled DWORD value is set to 1.

    Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuaplay and check the following:

    • The Name value points to C:\windows\System32\NuCaRDSPlayer.dll.
    • The PCoIP Enabled DWORD value is set to 1.

    Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuacom and check the following:

    • The Name value points to C:\windows\System32\NuCaRDSCommunication.dll.
    • The PCoIP Enabled DWORD value is set to 1.

VMware/Omnissa client doesn't start

  • After you install the Dragon VMware/Omnissa Client Audio Extension, the VMware/Omnissa client doesn't start.

    Make sure the Dragon VMware/Omnissa Audio Extension is correctly installed; for more information, see: Verifying the installation.

Microphone unavailable

  • The audio device isn't listed by the speech recognition app.

    If a user was logged on to the client end point when you installed the Dragon VMware/Omnissa Client Audio Extension, do the following:

    1. Make sure no user is logged on to the client end point and run Dragon VMware Client Audio Extension.exe again.

    2. Manually add the registry keys to the user logged on to the client end point; for more information, see: Verifying the installation.

  • The audio device isn't available to the speech recognition app. Proceed as follows:

    1. Make sure the audio device is switched on and connected to the client end point.

    2. Make sure your system fulfills the Requirements.

    3. Make sure the Dragon VMware/Omnissa Audio Extension is correctly installed; for more information, see: Verifying the installation.

  • Your speech recognition app lists 'VMware Virtual Audio (DevTap)' or 'Remote Audio Device' as an audio device, or the device name contains 'Microphone Array' and 'VDI'.

    The Dragon VMware/Omnissa Client Audio Extension isn't installed or it was incorrectly installed; for more information, see: Verifying the installation.

  • Your speech recognition app lists an audio device from the VMware/Omnissa server, not the client end point.

    The Dragon VMware/Omnissa Client Audio Extension isn't installed or it was incorrectly installed; for more information, see: Verifying the installation.

  • Your speech recognition app lists an audio device, but not the one you want to use.

    The Dragon VMware/Omnissa Client Audio Extension always uses the default device on the client end point. To verify/set the default audio device, do the following:

    1. Make sure the audio device is switched on and connected to the client end point.

    2. On the client end point, open the Control Panel and select Sound.

    3. Open the Recording tab and make sure the device you want to use is set as the default device.

    4. Open the Playback tab and make sure the device you want to use is set as the default device.

Record/playback not working

  • Recording and playing back audio work at first, but a failure occurs during record or playback.

    See App performance and stability issues.

  • Recording and playing back audio don't work.

    Proceed as follows:

    1. Make sure the audio device is switched on and connected to the client end point.

    2. Make sure your system fulfills the Requirements.

    3. Make sure the Dragon VMware/Omnissa Audio Extension is correctly installed; for more information, see: Verifying the installation.

  • Recording and playing back audio don't work, even though the audio device appears available to your speech recognition app.

    Proceed as follows:

    1. Make sure the audio device is switched on and connected to the client end point.

    2. On the client end point, open the Control Panel and click Sound.

    3. Open the Recording tab.

    If the device isn't listed, you have USB redirection enabled and the device is redirected to the VMware/Omnissa server (bypassing the Dragon VMware/Omnissa Audio Extension). To use the device with the Dragon VMware/Omnissa Audio Extension, disable USB redirection.

  • Recording doesn't start; a Device in use error is displayed.

    The audio device is in use by another process.

    Make sure that other processes aren't using the recording device when you start to record.

  • Half-duplex devices (e.g. Philips SpeechMike with firmware lower than version 1.25): Recording doesn't start; a Device in use error is displayed.

    Another app might be playing audio.

    Upgrade the device firmware, and/or ensure that different devices are selected as default devices for recording and playing back audio.

  • Nuance PowerMic: Recording or playing back audio doesn't work, but the LED on the device lights up when you try to record.

    There is an audio problem; proceed as follows:

    1. Make sure your system fulfills the Requirements.

    2. Make sure the Dragon VMware/Omnissa Audio Extension is correctly installed; for more information, see Verifying the installation.

  • Recording and playing back audio work via the app GUI but not via the buttons on the device.

    USB device splitting isn't correctly configured. See Configuring automatic device splitting for VMware/Omnissa.

App performance and stability issues

  • Your speech recognition app reacts slowly in general.

    This can be caused by low network bandwidth or high latency. Make sure that your network fulfills the network requirements.

    This can be caused by your server architecture. Microsoft Windows Server has a longer thread quantum than desktop PCs; this means that foreground apps aren't prioritized as much.

  • Your speech recognition app launches slowly or reacts slowly to record/playback start/stop.

    This can be caused by low network bandwidth or high latency. Make sure that your network fulfills the network requirements.

  • Your speech recognition app stops with an error during recording.

    This can be caused by low network bandwidth or high latency. Make sure that your network fulfills the network requirements.

    This can be caused by latency peaks. Monitor your network performance over a long enough timeframe to detect latency peaks.

    This can be caused by the audio device or the USB port on the client end point. Make sure you have the latest firmware installed. Do a longer recording on the client end point using a different app (e.g. Sound Recorder) to try to replicate the issue.

    File-based recording: Make sure that the sound file is located on the server and not on a network share.

Contacting support

When you request support for VMware/Omnissa-related problems, provide the following information:

  • The troubleshooting steps you've already carried out and your results.
  • Detailed steps describing how to reproduce the problem.
  • The version number of the Dragon VMware/Omnissa Client Audio Extension.
  • The audio devices used.
  • The type and operating system versions of thin clients used.
  • The VMware/Omnissa Horizon version used on your system.
  • The VMware/Omnissa client version used.
  • The VMware/Omnissa server operating system.
  • The guest operating system on the virtual machine.
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