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Frequently Asked Questions

Below are answers to common questions encountered during daily use of the xSpace client.

1. Forgot Login Password

  • AD Domain Account: Please retrieve the password according to your enterprise's internal domain account management process.
  • Local User Account: For local accounts created by xSpace administrators, please contact the administrator for password reset.
  • SMS Authentication: If the system has enabled SMS verification, you can try resetting the password via SMS.

2. Network or Firewall Settings Causing Desktop Connection Failure

  • Network Adapter Status: The network adapter device or network connection used for remote session connection inside the cloud desktop cannot be disabled, otherwise it will directly lead to connection failure.
  • Firewall Open Ports: If a firewall is enabled, it must ensure that the transmission channel for the xSpace agent service is open. By default, the following ports need to be allowed:
    • 15701 (TCP): Authentication service port.
    • 15702 (TCP/UDP): Protocol transmission port.
    • 5703 (TCP): USB redirection service port.
  • Troubleshooting Recommendations: If the desktop cannot connect, please refer to Common Connection Failure Causes Analysis and Manage Cloud Desktop - Network Detection sections.

3. Cloud Desktop Audio Anomaly (No Sound or Low Volume)

  • Dual Volume Adjustment: The final audible volume for the user is jointly affected by "local terminal device volume" and "remote desktop internal volume".
  • Checking Steps: Please ensure that the local physical device is not muted and that the volume mixer of the Windows/Linux system within the cloud desktop is adjusted to a normal range.

4. Windows Cloud Desktop Resolution Mismatch

  • Session Reconnection: For newly created Windows desktops, if the local screen resolution is not automatically adapted upon first connection, try exiting the current session and reconnecting.
  • Graphics Driver Confirmation: If the resolution is still abnormal after reconnecting, please confirm whether the currently used monitor is an HSR IDD virtual monitor.

5. Windows Cloud Desktop System Font or Icon Too Small

  • DPI Scaling Anomaly: If Windows 10 desktop icons or file explorer menu text appear too small, it is usually because system DPI scaling was not successfully applied.
  • Operation Tip: You can try opening system "Display settings", manually customizing "Change the size of text, apps, and other items" to 125% or higher. After it takes effect, adjust it back to the original proportion to force a system DPI refresh.

6. More Troubleshooting Tools

If the above methods cannot solve the problem, please refer to the Troubleshooting section and use the client's built-in "Network Detection" and "Log Extraction" functions to obtain more information.