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AWS Workspaces Frequently Asked Questions (FAQ)
General
1. Why do I need an AWS Workspace? HP Security policy no longer allows direct VPN connectivity to HP corporate network from non-HP managed devices (non-PC COE laptops, personal devices etc.). The AWS Workspaces is one of the approved mechanisms for remote connectivity to HP network. HP managers must ensure that the contingent workforce and business partner users are using approved remote connectivity mechanisms. Managers can review the CWF policy https://content.int.hp.com/sites/GblContingentWorkforce/Global_CWF_Po licy_Details.page#6.0 prior to requesting or approving AWS Workspaces for external users.
2. How do I place an order for my AWS Workspace? AWS Workspace Portal https://hpwksp.corp.hpicloud.net/ is your onestop solution where in the HPI managers of business partners and contingent workforce users will be able to manage AWS Workspaces for their respective users. To order an AWS Workspace for a user, the HPI manager of the user needs to login to the portal and raise a ‘Create Workspaces’ request. The request would then need to be approved by the supervisor of the HPI manager who has requested the AWS Workspace. 3. Who needs to approve an AWS Workspace request? Requesting manager’s supervisor will need to approve an AWS Workspace request by logging in to the AWS Workspace portal https://hpwksp.corp.hpicloud.net/. 4. How do I transfer an AWS Workspace to a different manager? What is the process to update the Cost Center associated with an AWS Workspace on transfer?
Please work with HP VDI support [email protected] to transfer an AWS Workspace to a different manager or cost center as and when needed. NOTE: For working with HP VDI Support please contact myITsupport https://myitsupport.hp.com/ITSHome over chat, phone and Tech Café and create a ticket. 5. How do I get started with my AWS Workspace? Once an AWS Workspace has been approved, it takes around 30 minutes to get provisioned. You will receive an automated confirmation email with the registration code. Please download a AWS Workspaces client from https://clients.amazonworkspaces.com/ and register your AWS Workspace using the code provided in the email. Post registration, you can use your AUTH credentials to log on to your AWS Workspace. You will also be required to set up MFA. For more information on how to setup MFA and related AWS Workspaces information, please refer to Section 3 in the “AWS Workspaces User Guide” document. 6. How do I access my AWS Workspace? AWS Workspaces can be accessed using the available AWS Workspaces client applications available at https://clients.amazonworkspaces.com/. Depending on your host OS, you can select and download an appropriate client to connect to your Workspace. NOTE: In case you are using LINUX as the host OS, there is no client available now which can be used to connect to your Workspace. Web Access to the AWS Workspaces is currently disabled.
7. Is there any impact on performance when I connect to HP Network from AWS Workspace? Connecting to HP Network from AWS Workspace is not very different from remotely connecting using your HP laptop over the VPN. For all practical purposes, in most cases, you will not notice any difference. 8. What are the different sizes AWS Workspaces are available in? AWS Workspaces come in 3 sizes – Value, Standard and Performance. The Value pack contains 1 vCPU, 2 GiB memory and 10 GB storage (SSD). The Standard pack contains 2 vCPU, 4 GiB memory and 50 GB storage (SSD). The performance pack comes with 2 vCPU, 8 GiB and 100 GB storage (SSD). You can order for a size that suits your project requirements.
9. Can we change the AWS Workspace size later? Unfortunately, you cannot change the size of your AWS Workspace once it has been provisioned. If your AWS Workspace sizing does not meet your requirements, you need to submit a request to terminate the workspace post which you can request a new AWS Workspace, however, the new AWS Workspace will not inherit any of the customizations (installed custom applications, user data etc.). It is like getting a new hardware PC. Users can use their one-drive to backup files so that they are available in the new bundle. 10. What is the optimal workspace configuration bundle that I should order for my team? Although workspace configuration that you choose to order will depend on your team's requirements, we have following high-level guidance to help you make a choice: i.
Hardware PC configuration and workspace configuration are not comparable given the architectures are very different
ii. iii.
For most users, standard should be default config Consider using performance in following scenarios: a. You require more than 50 GiB disk space for user data b. You have already tried the standard bundle and are facing the performance issues
11. What if none of the AWS Workspace bundles meet my requirements (data storage capacity, processing capacity etc.)?
To help managers evaluate the needs of their users before ordering AWS Workspaces, the sizing available with each bundle option is specified on the AWS Workspace portal https://hpwksp.corp.hpicloud.net/. If none of the bundles meet your requirements, you can consider and evaluate other options (HP PC COE laptops, Partner Connectivity Service (PCS) etc.). 12. How to request support for AWS Workspace issues? For support requests please contact myITsupport https://myitsupport.hp.com/ITSHome over chat, phone and Tech Cafe.
13. How do you terminate an AWS Workspace? Requesting manager’s supervisor can terminate AWS Workspaces by logging in to the AWS Workspace portal https://hpwksp.corp.hpicloud.net/. If requestor is on PTO or Unavailable, please reach out to HPI VDI Support [email protected] for guidance. 14. How can I reboot or rebuild my workspace? Workspace users can reboot or rebuild their workspace from Workspace End User Portal https://hpwksp-user.corp.hpicloud.net/. This portal will allow workspace users to view their current workspace information and provide self-service options to reboot or rebuild their workspace. The
workspace users can access the portal using their HP AUTH Id and password along with phone (call or app) as 2nd factor for authentication, similar to the workspace login. In case of reboot, any open applications will be force closed and any unsaved data will be lost. In case of rebuild, all custom applications and user data stored on C: drive will be lost. Also, in case of rebuild, the user data saved on D: drive, that has not been backed up since last backup (backups happen every 12 hours) will be lost. Please note that the workspaces may be rebooted every weekend so please ensure to close all the applications and keep all the data saved by Friday. 15. What to do if my AWS Workspace is not responding or AWS Workspace status is showing as "UNHEALTHY"? "UNHEALTHY" status in workspaces can occur due to several reasons. One of the common reason is that the workspace may have been restarted after a while and system may be applying pending system updates. Please wait for 30-45 minutes to check if the "UNHEALTHY" status gets resolved automatically. If not, your AWS Workspace may need to be rebooted.
To reboot your workspace, please login to Workspace End User Portal https://hpwksp-user.corp.hpicloud.net/ and select "Reboot" option. If rebooting your workspace (try couple of times), does not resolve the issue, please rebuild your workspace. To rebuild your workspace, please login to Workspace End User Portal https://hpwksp-user.corp.hpicloud.net/ and select "Rebuild" option. If above options do not resolve the issue, please contact myITsupport https://myitsupport.hp.com/ITSHome over Chat,
Phone or Tech Cafe.
16. What to do if I see "This copy of Windows is not genuine" or "You may be a victim of software counterfeiting" error message on my AWS Workspace? Click the "Go online and resolve now" link on the message prompt. On the following screens, please select "Activate Now" and "Activate Windows online now" options. "Activation was successful" message should be displayed on the last screen. 17. Windows Search is not working on my AWS workspace. How do I fix this issue? Please ensure you are using the latest AWS Workspace client software. If not, please download and update the AWS Workspace client. Please follow the steps below to resolve the issue: I. II. III.
Open Command prompt as administrator Run command powershell and press enter Type d: and press enter
V.
It takes a few minutes to complete executing and for search to starts working
18. My workspace status is showing "Unavailable" while trying to connect to my workspace. Please verify the registration code you used to register your workspace. In AWS Workspaces client, click Settings > Manage Registrations. Ensure
that the registration code in use matches the registration code provided in the workspace setup email. 19. I am having issues with audio playback on my workspace.
Please reboot your workspace to isolate any transient issues that may be causing this issue. Also, please reboot your host laptop/desktop where you have the AWS Workspaces client installed. 20. How do I ensure I am running the latest AWS Workspace client? OR How do I update my AWS Workspace client? Please follow the steps below to update your AWS Workspace client software: i. Open the AWS Workspace client application on your host machine ii.
Click Settings (Wheel shaped button) on the top right corner of the client application window
iii.
Select "About Amazon WorkSpaces" option from the drop-down menu Click "Download Latest Client" link on the pop-up window
iv. v.
Run the downloaded executable file and follow the installation prompts
21. How can I install audio driver on my workspace? 1. Go to Device Manager on the affected Workspace. 2. Right click on computer name and select Add Legacy Hardware. 3. Click Next on "Add Hardware" 4. Select "Install the hardware that I manually select from a list (Advanced)" 5. Select "Show All Devices", Click Next 6. Click "Have Disk..." and paste "C:\Program Files (x86)\Teradici\PCoIP Agent\TeraAudio" on "copy manufacture's file from" box. Click OK 7. Select "Teradici Virtual Audio Driver", click next. 8. Click Next. 9. Click Finish. 10. If you are able to see the driver "Teradici Virtual Audio Driver" under Sound, Video and game controllers, you should be able to use the Audio on your Workspace after Logging off and Logging in again to your Workspace. In my case, it has worked doing Log off/Log in. If it doesn't work in your workspace, give it a try rebooting the Workspace from the AWS Console.
22.
How do I update Audio driver on my workspace? 1. Go to Device Manager 2. Under Sound, video and game controllers, select and right click on Teradici Virtual Audio Driver 3. Click on Update driver.
Network 1. Can I access my AWS Workspace from the internet? Yes, AWS Workspaces can be accessed from the internet. You do not need to set up VPN connectivity to HP for accessing your AWS Workspace. The AWS Workspaces client relies on access to resources in the AWS cloud and require a connection with at least 1 Mbps download speed. 2. Can I access my AWS Workspace from HP office? Yes, AWS Workspaces can be accessed from HP network. For connecting to your AWS Workspace from HP network, you will need to configure your AWS Workspaces client to use proxy and point to proxytxn.austin.hpicorp.net at port 8080 under advanced settings for the client. NOTE: The proxy settings needs to be done on the AWS Workspaces Client and NOT the browser.
3. I cannot access my AWS Workspace from my network? If you are not able to connect to your AWS Workspace from your network, it may be that a network firewall is blocking the ports required by the AWS Workspace client to communicate with the AWS services. Please check with your networking team. In case of suppliers, contingent users should work
with their networking team at their corporate office location to open necessary ports. Please refer to Section 2 of the “AWS Workspaces User Guide” document for all pre-requisites. 4. I could access my AWS Workspace yesterday but I can no longer log in. What could have gone wrong? Please check the status of AWS health at https://status.aws.amazon.com/ .If the service is operating normally and you still cannot connect, please contact myITsupport https://myitsupport.hp.com/ITSHome over chat, phone and Tech Café 5. I see a lot of latency issues on my AWS Workspace. Check the Round Trip Time (RTT) that you get when you connect to your AWS Workspace. You can get the RTT on the Network Connection Status on the AWS Workspace client. The RTT returned should be less than 100 milliseconds. For inactive sessions, please disconnect and reconnect to see if the issue is resolved. 6. I am a HP worker and connect from remote office. What are the minimum bandwidth requirements? The AWS Workspaces client requires a connection that provides at least 1 Mbps download speed. If your device has an intermittent connection to the network, the AWS Workspaces client may report an issue with the network. 7. I cannot access servers using RDP or SSH from workspace. All outbound ports are allowed from workspaces. We do not block any ports on the workspaces. Redirect the user to open a NCS request with the DXC network support team. 8. Can I print documents from my AWS Workspace?
No, you cannot print from your AWS Workspace. To prevent removal of confidential data from an AWS Workspace, printer redirection has been disabled on AWS Workspaces. 9. What is the IP Address range for AWS Workspace?
AWS Workspaces have been assigned the following IPv4 CIDR block – 172.20.128.0/19. All the workspaces will be provisioned with IP addresses from this range. 10. What are the internet facing IP addresses of the NAT gateways on the AWS Workspaces account? Following are the internet facing IP addresses of the NAT gateways in the AWS Workspaces account: 52.40.120.16 52.42.83.88 11. Copy/Paste operation while copying data between applications is very slow on my workspace. Or My workspace seems to freeze while copying data between applications. How do I resolve this? By default, Workspaces supports clipboard redirection, i.e., clipboard data is shared between workspace and the host machine. The data copied in the workspace will be transmitted across network to be made available for pasting with the host machine. Depending on the size of the data being copied, this might impact the user experience for users using workspaces on high latency network connections. To disable clipboard redirection, perform the instructions provided below on your workspace: 1. Click here < https://hp.sharepoint.com/teams/amazon-workspaceshp/_layouts/15/guestaccess.aspx?guestaccesstoken=XGVowNASDADS CccqSn%2fD6x9io%
2fj07g4Fo6iluGRTw%2bE%3d&docid=2_1eb0186dc19a3491794ac320 bd6db9cce&rev=1> to download the file to your workspace. 2. Double click the downloaded file to execute the command. Click “Yes” on the prompt window and click “OK”. 3. Close all applications and “Sign Out” (Click Windows button to open Start Menu. Click your user name and select “Sign out” option). 4. Clipboard redirection will be disabled on your next login to workspace.
Multi-Factor Authentication 1. I am a first-time user. How do I set up my Multi-Factor Authentication (MFA) token? As a first-time user, you need to login to MFA Config portal https://mfaconfig.hpcloud.hp.com/MultiFactorAuth/ and configure MFA. Please refer to Section 2 and 3 of “AWS Workspaces User Guide” document for detailed information on this topic. 2. Some of my employees do not have mobiles, but they have desk phones. Will they work with MFA? Yes, desk phones with dial pad can be used with MFA. 3. There are two options that I see when I configure my MFA mobile app and phone call. Which option do I need to choose - You can choose either one. If you choose mobile app while setting up MFA, you need to install the Microsoft Authenticator application on your mobile which can be downloaded from supported application store for your device (Google Play for Android and AppStore for iOS devices). For detailed instructions on this topic, please refer to Section 3 of “AWS Workspaces User Guide” document. 4. The initial login screen on the AWS Workspaces client displays 3 fields: username, password and MFA token. What should I enter in the MFA token field?
For the username field, please enter your AUTH account’s username. For the password and MFA token fields, please enter your AUTH account’s password. Depending on what method you have configured for MFA, you may receive a call or may need to enter the PIN on your mobile. 5. I entered my PIN but cannot get into my AWS Workspace. “Request timed out” message is Displayed. AWS limits the time to 20 secs for you to enter the PIN or respond to the phone call. If you exceed this limit the request will get timed out. We are working with Amazon to see if the timeout limit can be increased in future. Meanwhile, if you are facing this issue on slow mobile networks, please use the workaround approach detailed in Section 4.1 of “AWS Workspaces User Guide” document. If you are not able to login after multiple retries or using the instructions above, please reach out to HP VDI Support [email protected]. NOTE: For working with HP VDI Support please contact myITsupport https://myitsupport.hp.com/ITSHome over chat, phone and Tech Café and create a ticket. 6. I am getting the error “Your directory could not be reached at this time. Please contact your Administrator for more details”. In case you see this error, please restart your mobile. Try logging into your AWS Workspace and see if you receive a call on your mobile for authentication. 7. How can I update my phone number for MFA authentication? If you are setting up your workspace for the first time, your MFA account is created automatically during workspace provisioning. The phone number in your MFA account is automatically synced from the user directory.
If you want to update the phone number in your MFA account, please update the phone in DirectoryWorks (https://directoryworks.glb.itcs.hpicorp.net/). The new phone number will be automatically synced to your MFA account in a few minutes. If you want to update a different phone number (not same as directory) in your MFA account, you can update your phone number directly in the MFA portal (https://mfaconfig.hpcloud.hp.com/MultiFactorAuth/). Once you update the phone number directly in the MFA portal, it will no longer be synced automatically from the user directory going forward. Custom Installations 1. Can I install custom applications/softwares on my AWS Workspace?
Yes, you can install custom applications/softwares on your AWS Workspace. Installing applications/softwares on your AWS Workspace is no different from installing applications/softwares on your HP laptops or work stations. NOTE: AWS Workspace users are not authorized to install Non-HP licensed applications/softwares on AWS Workspace. Prior to installing a custom application/software please check with the HP manager or application/software owner regarding licensing. In cases where the AWS Workspaces need to be rebuilt, all custom applications/softwares and data stored on C: drive will be lost. 2. Can I install and access Microsoft Office from my AWS Workspace?
For users with BYOL Win 7 or BYOL Win 10 bundles, users need to activate their O365 license. Contingent workers need to request O365 license through their manager who can login to MyITSupport portal https://myitsupport.hp.com/ITSHome to submit a request on user’s behalf. HP users can, however, use their existing O365 licenses. The instructions on how to install Office365 8.
9.
are provided here https://support.office.com/en-
us/article/Download-and-install-orreinstall-Office-365-or-Office-
2016-on-your-PC-or-Mac-4414eaaf-0478-48be-9c4223adc4716658?ui=en-US&rs=en-US&ad=US 3. How do I request Office 365 licenses for Contingent worker? For each contingent worker, the sponsoring HP manager can request Microsoft license via MyITSupport portal https://myitsupport.hp.com/ITSHome 4. How do I Install .NET 3.5 on my workspace? Please follow the steps below to install .NET 3.5 on your windows 10 workspace a) Download the “microsoft-windows-netfx3-ondemand-package”CAB file from location \\c2w16161.auth.hpicorp.net\sources\win10\sxs to a folder in D drive of your workspace b) Delete temporary files in location %temp% c) Open the command prompt as administrator d) Run the command DISM.EXE /Online /AddPackage /PackagePath: e) The process will take around 60 minutes to complete f) Post successful install you would see message “The operation completed successfully.” On the command prompt 5. How do I install IIS on my Windows 10 Workspace? Please follow the steps below to install IIS on your Windows 10 Workspace: i. Open the command prompt as Administrator ii.
Install IIS-DefaultDocument feature with all related features by running the following command: Dism /Online /Enable-Feature /FeatureName:IIS-DefaultDocument /All
iii.
Install IIS-ASPNET45 feature by running the following command: Dism /Online /EnableFeature /FeatureName:IIS-ASPNET45 /All
iv.
v.
Run the following command to list all the features installed on your OS: Dism /Online /Get-Features /Format:Table Install any additional IIS feature (from the above list) similarly using the DISM utility
6. How do I install SAP GUI client on my AWS Workspace? SAP GUI client software can be obtained from your project team for installation on the Workspace. If you are installing Business Explorer tools, you will additionally need “.NET framework 3.5 and above” setup.
If dot Net 3.5 framework has not been previously installed on your workspace, please follow the instructions provided in the Question #4 under "Custom Installations" section of this FAQ document. 7. Can I install Security/Networking software on my AWS Workspace?
Your AWS Workspace comes with HP standard security software preinstalled. Please do not install any additional security software (Anti-Virus, Anti-Malware etc.) on your AWS Workspace. Doing so may prevent you from being able to launch or connect to your AWS Workspace. If you have a requirement for installing a specific security software, please reach out to HPI VDI Support [email protected] for help. Also, please do not install any networking software Eg. VPN on AWS workspace as it will violate HP Cybersecurity policies and will interfere with AWS Workspace operations. NOTE: For working with HP VDI Support please contact myITsupport https://myitsupport.hp.com/ITSHome over chat, phone and Tech Café and create a ticket. 8. Can I install Virtualization/Emulator software (VMWare Workstation, Oracle VM VirtualBox etc.) on my AWS Workspace?
AWS Workspaces do not support installation of Virtualization/Emulator software like VMWare Workstation, Oracle VM VirtualBox etc. Installing such software may prevent you from being able to launch or connect to your AWS Workspace. If your requirement is to create a Virtual Machine image, please consider provisioning an AWS EC2 instance instead. However, you may need someone with AWS skills to support and manage the AWS Infrastructure. 9. Can I install software emulators on my AWS Workspace? AWS Workspaces do not support installation of emulation software if they make changes to the network configuration. Installing such software may prevent you from being able to launch or connect to your AWS Workspace. 10. How do I install Oracle database client tools on my workspace? Please select the appropriate install instructions below based on your installer version: Oracle 11g Enterprise Edition i. Install .Net 3.5 framework If .Net 3.5 framework has not been previously installed on your workspace, please follow the instructions provided in the question #4 under "Custom Installations" section of this FAQ document. ii. Enable Net Share Open command prompt and run the following command: net share iii. Run the Oracle installer Open command prompt. Navigate to the directory where you have downloaded the installer. Run the following command: setup -ignorePrereq -J"Doracle.install.client.validate.clientSupportedOSCheck=false" Oracle 12c Enterprise Edition
i. Navigate to the directory where you have downloaded the installer. Edit the setup.ini file and add the following: [Install] INTERACTIVE_ARGS= -local -ignorePrereq -J"Doracle.install.client.validate.clientSupportedO SCheck=false" SILENT_ARGS= -local ignorePrereq -J"Doracle.install.client.validate.clientSupportedO SCheck=false" ii. Run setup.exe Data Backup 1. I lost my data on D: drive after my AWS Workspace was rebuilt. If you store data on the D: drive, the data is persistent on the drive. The data is backed every 12 hours. If you have any data changes on the D: drive between the time it was last backed up and the time your AWS Workspace was rebuilt, then any incremental data changes will be lost. 2. How do I transfer data from my existing machine to my AWS Workspace? Transferring files to an AWS Workspace is no different from transferring files to a new laptop. There are many different methods to do so. For example, users could use OneDrive to back up their data from their existing HP machines to restore on their AWS Workspaces. Similarly, Windows File Shares can be used to transfer user data.
Billing 1. What is the cost that I incur when I create an AWS Workspace for my users? The cost center billed defaults to the cost center of the user for whom the AWS Workspace has been created. To get an idea on AWS Workspace costs, please refer to https://aws.amazon.com/workspaces/pricing/ . The listed AWS Workspace costs are further discounted by 10% (HP Enterprise discount).