Dragon Medical One RDS configuration - troubleshoot audio issues

This section deals with problems related to the RDS virtual audio channel. For problems with button controls on Nuance PowerMic devices, see: Troubleshooting PowerMic controls.

Third-party software updates

  • UDP transport must be disabled on Remote Desktop Protocol (RDP) clients. To disable UDP transport, add the following registry value to the Remote Desktop client:

    Keys:

    • HKEY_LOCAL_MACHINE\Software\Microsoft\Terminal Server Client

    • HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Terminal Server Client

    Value: DisableUDPTransport = 1

Common issues

In case of problems, check the following:

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

  • 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 RDS 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 RDS Client Audio Extension is listed.

    Note

    If the RDS session (mstsc.exe process) was running during the installation of the Dragon PowerMic RDS Client Extension, the extension might not work properly.

  3. Check that the version number corresponds to your download.

  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. Go to C:\Windows\SysWOW64 (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

  6. On a 64-bit Windows system:

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuarec and check that the Name string value contains NuCaRDSRecorder.dll.

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuaplay and check that the Name string value contains NuCaRDSPlayer.dll.

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Terminal Server Client\Default\AddIns\nuacom and check that the Name string value contains NuCaRDSCommunication.dll.

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Terminal Server Client\Default\AddIns\nuarec and check that the Name string value contains NuCaRDSRecorder.dll.

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Terminal Server Client\Default\AddIns\nuaplay and check that the Name string value contains NuCaRDSPlayer.dll.

    • Browse for HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Terminal Server Client\Default\AddIns\nuacom and check that the Name string value contains NuCaRDSCommunication.dll.

Remote Desktop client doesn't start

  • After you install the Dragon RDS Client Audio Extension, the Remote Desktop client doesn't start.

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

Microphone unavailable

  • 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 speech recognition app has permission to use the audio device.

    4. Make sure the Dragon RDS Audio Extension is correctly installed; for more information, see: Verifying the installation.

  • Your speech recognition app lists Remote Audio as an audio device.

    The Dragon RDS Client Audio Extension isn't installed; for more information, see: Verifying the installation.

  • Your speech recognition app lists an audio device from the Terminal Server, not the client end point.

    The Dragon RDS Client Audio Extension isn't 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 RDS 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 RDS Audio Extension is correctly installed; for more information, see: Verifying the installation.

  • 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.

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 Microsoft RDS-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 RDS Client Audio Extension.
  • The audio devices used.
  • The type and operating system versions of thin clients used.
  • The Windows, Windows Server and RDP versions used on your system.
  • The Microsoft RDS settings in use: Desktop or Application publishing.
  • The Remote Desktop client used.
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