Secure Global Desktop Administration Guide > Applications, documents and hosts > Users are having problems accessing client drives

Users are having problems accessing client drives

Select the section that best matches the user's symptoms:

No client drives are mapped within the user's session or there are fewer than drives than expected
Client drives are mapped using unexpected drive letters
More client drives are mapped than expected
The Recycle Bin doesn't work as expected
Laptop/notebook users experience a delay in seeing mapped drives
Mapped drives have unusual names

Note also the client limitations.

You can also run the drive mapping application in "diagnostic mode" to help troubleshoot drive mapping problems.

No client drives are mapped within the user's session or there are fewer drives than expected

Checklist	More information
Is the user logged in to Secure Global Desktop using a suitable client?	To access their client drives from Windows applications displayed through Secure Global Desktop, users must log in to Secure Global Desktop using: the Sun Secure Global Desktop Client for the browser-based webtop. a web browser or the Native Client for the classic webtop. Note On non-Windows client devices, only the 4.0+ version of the Native Client supports client drive mapping.
Is the Sun Secure Global Desktop Enhancement Module for Windows installed on the application server?	To access client drives from applications displayed through Secure Global Desktop, the Sun Secure Global Desktop Enhancement Module for Windows must be installed on the application server. Client drive mapping support is only available for Windows 2000/2003 application servers.
Are client drive mapping services enabled?	In Array Manager, open Array properties. To enable client drive mapping services, make sure that Let Users Access Client Drives is checked. Remember, client drive mapping services only become available when you restart all Secure Global Desktop servers in the array. To manually start CDM services without restarting the array, run the `tarantella start cdm` command on all members of the array.
Are the Client Drive Mapping attributes configured correctly?	The Client Drive Mapping attribute on person, organizational unit and organization objects determines which client drives each user may access. The user may be configured to have no access to any client drives. Remember to check the ancestor OUs in the organizational hierarchy: client drive mapping settings are inherited, so you can give access to many users with one configuration change. For the Sun Secure Global Desktop Client and the Native Client on non-Windows client devices, check that the user's the `$HOME/.tarantella/native-cdm-config` file is present and has valid entries.
Does logging reveal any errors?	Enable drive mapping logging by adding the following filters on the Array Properties panel of Array Manager: cdm//:cdm%%PID%%.log cdm//:cdm%%PID%%.jsl server/deviceservice/:cdm%%PID%%.log server/deviceservice/:cdm%%PID%%.jsl Check the log files for any errors. On the application server, check the Windows Event Viewer for any drive mapping errors.
Is the CDM server running?	Run the following command on the host where Secure Global Desktop is installed: `ps -ef \| grep ttacdmd`. If the CDM server is running, there should be at least two processes with the name "ttacdmd". If there aren't any drive mapping processes, run the following command: `grep cdm //opt/tarantella/var/log/*`. Check the output for any messages.
Do the version numbers for the Secure Global Desktop Enhancement Module for Windows and the Secure Global Desktop server match?	Run the following command on the host where Secure Global Desktop is installed: `tarantella version` Make a note of the version number. On the application server, enable drive mapping in"diagnostic mode". When the drive mapping window displays, select About from the Help menu. Note the version number. Does it match the Secure Global Desktop server version number?
Are client drive mapping services running?	Client drive mapping services must bind to port 139/tcp, which is used for Windows file and print services. This port may already be in use, for example by a product such as Samba. (A second port, 137/udp, provides WINS services if required. See Array properties for details.) To find out whether any other process is using port 139 (137), stop the Secure Global Desktop server and then run the following commands on the host on which Secure Global Desktop is installed: `netstat -an \| grep 139 grep 139 /etc/inetd.conf`. To ensure that client drive mapping services are available, stop any other products that bind to port 139/tcp (and 137/udp, if required), and restart the Secure Global Desktop server. Follow these instructions for using client drive mapping and another file sharing service on the same host.
Have all the client drives been found?	If fewer client drives then expected display and this is not due to the settings in Object Manager, you can debug the classic webtop to find out why drives have not been found and stored in the webtop session object. To do this: Ensure the Java™ Console is enabled in the web browser. Add the following parameter to the client drive mapping applet in the file `opt.html`: `<param name="DebugMask" value="255">`. Log in to Secure Global Desktop. Check the Java Console for information on why drives have not been mapped. Note `Opt.html` is in the directory for the theme you are using in `/opt/tarantella/var/docroot/resources`.
Is the drive mapping connection between the application server and the Secure Global Desktop server working?	To check whether the drive mapping connection between the application server and the Secure Global Desktop server is working, enable drive mapping in "diagnostic mode" on the application server. When the drive mapping window displays, select Information from the Debug menu. Check the output for information on why the drive connections are failing. Common reasons why drive connections fail include: the application server can't resolve the netbios name of the Secure Global Desktop server. The solution is to configure a WINS server on the application server that points to a WINS server that can resolve the netbios name of the Secure Global Desktop server. Alternatively, edit the `lmhosts` file to include the netbios name and address of the Secure Global Desktop server. the `ttacdmd.exe` program isn't running because another SMB server is running.

Client drives are mapped using unexpected drive letters

If a drive letter is already in use on the application server (for example, drive A is reserved for the application server's floppy drive), the drive can't be remapped automatically. The client drive mapping service uses a Fallback Drive to ensure the client drive can be accessed using a different drive letter.

To help ensure that the configured drive letter is available, we recommend that you hide or remap application server drives to use different drive letters.

More client drives are mapped than expected

Client drive mapping settings are inherited within the organizational hierarchy, so you can give access to many users with one configuration change.

Check the Client Drive Mapping attribute on the organizational unit object the user's person object belongs to. If necessary, check all ancestors of the person object, including the top-level organization object.

You can override a setting that's specified in a parent OU or organization object, by configuring the person object's Client Drive Mapping attribute: the first matching drive specification is used.

The Recycle Bin doesn't work as expected

Client drives accessed through Secure Global Desktop are treated by the application server as network drives. This means that Recycle Bin features are not available for client drives.

Deleting a file does not send the file to the Recycle Bin.
The Recycled directory, if present, is not shown as the Recycle Bin and its contents are not displayed specially by Windows.

Laptop/notebook users experience a delay in seeing mapped drives

Laptop/notebook users who have external floppy drives can experience a delay if the floppy drive is not attached when they access client drives. The delay happens because the client times out before it realizes the floppy drive is not available.

The solution is either:

for the user to attach the floppy drive before accessing client drives, or
deny the user access to the floppy drive (--cdm)

Mapped drives have unusual names

On Windows client devices, sometimes drives appear with unusual names. This is caused by the drive mapping application timing out.

The solution is to increase the default timeout values in the Windows registry for the client drive mapping application (ttatdm.exe) on the application server. To do this:

In the Windows Registry Editor (regedit), drill down to the

HKEY_LOCAL_MACHINE\Software\Tarantella, Inc.\Enhancement Module for Windows key.
Double-click Initial Timeout. The Edit DWord Value window displays.
In the Base part of the screen, click Decimal.
In the Value data field increase the value. (The value is in milliseconds and the default is 10000.)
Click OK.
Double-click Subsequent Timeout. The Edit DWord Value window displays.
In the Base part of the screen, click Decimal.
In the Value data field increase the value to something like 8000. (The value is in milliseconds and the default is 1000.)
Click OK.
Close the Registry Editor.
For the changes to take effect, the user needs to log out of Windows and then log in again.

For the Sun Secure Global Desktop Client and the Native Client on non-Windows client devices, the names of mapped drives are configured in the user's the $HOME/.tarantella/native-cdm-config file. Check that it has valid entries.

Client limitations

Not all functionality is available for users of Netscape browsers when using the classic webtop:

Users are unable to obtain drive information (for example, free disk space).
Users are unable to change file permissions.
Drives with removable media are detected only if the media is present when the emulator session starts.
Drives identified as A or B are assumed to be read/write removable drives (floppy disk drives).
Read/write drives identified as C-Z are assumed to be fixed drives.
Read-only drives identified as C-Z are assumed to be read-only removable drives (CD or DVD drives).

Running drive mapping in "diagnostic mode"

You can run the drive mapping application in "diagnostic mode" to obtain information for troubleshooting drive mapping problems. To enable "diagnostic mode":

Log on to the application server as an Administrator.
Double-click the drive mapping program file (ttatdm.exe).
When the drive mapping window displays, select the level of information you want by choosing an option from the Debug menu.

The Debug menu has the following options:

Errors - select this option to see any errors that have occurred.

This also causes errors to be reported to the Windows Event Viewer. This option is selected by default.
Warnings - select this option to see any errors and warnings that have occurred.

This also causes errors and warnings to be reported to the Windows Event Viewer.
Information - select this option to display all drive mapping information.
Log to file - select this option to save the output to a log file.

The drive mapping window shows you the name and location of the log file it has written.
Start visible - select this option to have the drive mapping window display every time the drive mapping services are started.

The drive mapping window only shows drive mapping information from when the window is displayed. It does not show historical information. If you change the level of information displayed in the drive mapping window, the user needs to log out of Windows and log in again to generate the new information.

The Edit menu allows you to select, copy and clear information from the drive mapping window.

Related topics
Client Drive Mapping (--cdm) Setting up and configuring client drive mapping Remapping or hiding Windows 2000/2003 application server drives Configuring client drive mapping on non-Windows clients