Cloud Workstations (HP Anyware / PCoIP)

Working on a cloud workstation through the HP Anyware (PCoIP / Teradici) client? This guide covers the most common connection, performance, and setup questions, with steps you can try yourself before reaching out.

I can't see my cloud workstation, or there are no running machines. What should I do?

If a workstation you used earlier no longer appears in the HP Anyware list, it is most likely in use by one of your colleagues. It may also have been shut down by the last person who used it. Reach out to post-support@amazonstudios.com for assistance.

1. Always end a session correctly: in Windows, click the username icon and choose Sign out. This releases the machine for the next person.
2. Avoid shutting the workstation down from inside Windows. Shutting down powers off the underlying cloud machine, which then needs to be restarted by support.
3. If you only closed the PCoIP window without signing out, the session can stay open and the machine looks busy. Reconnect and sign out cleanly, or wait and try again.

I can't connect or log in to HP Anyware. What should I check?

Login problems are usually account, username-format, password, or MFA related. For password and MFA self-service, see Originals Access Okta Sign-In & Accounts.

1. Enter only the username portion of your account in HP Anyware, not the full email. Use just name, not name@originalsaccess.com. The full email works on the web login page, but HP Anyware expects the username on its own, and using the full address is a common cause of the "Invalid username, password, or token" error.
2. Reset your password at your account login page: enter your username, click Next, then click Forgot password? on the password screen.
3. If no reset email arrives within a few minutes, email TechOps at support@amazonstudios.com to request a password reset.
4. If you are brand new and have no account at all, email post-support@amazonstudios.com to have one created. Provide your full name, job title, and email. See also Originals Access Okta Sign-In & Accounts.

My cloud workstation screen is laggy, stuttering, or dropping frames. How do I fix it?

Playback stutter, fluctuating frame rate, and lag are most often caused by your local network connection.

1. Check your Connection Health in HP Anyware by opening the Health menu and then Connection Health. A window displays the current health of your connection, including any packet loss as a percentage. On a wired network connection, your packet loss should be 0%.
2. Use a wired Ethernet connection rather than WiFi. If you are on Ethernet, disable WiFi so you do not have two active connections fighting each other.
3. Have your local/facility IT team check for packet loss on your network: bad or loose cables, switch settings, router quality-of-service (QoS), and any firewall rules that might be filtering streaming traffic.
4. If lag persists after these checks, email post-support@amazonstudios.com. Include your workstation name, what you have already tried, and any details from your IT team about packet loss or network testing.

I can't get dual screens working in Resolve over PCoIP. How do I set it up?

Dual screen needs both displays recognized before Resolve launches.

1. Choose View > Full Screen All Displays *before* opening Resolve, so Windows recognizes all displays first.
2. Launch Resolve. Note that Dual Screen is greyed out on some pages (for example, the Cut and Deliver pages) and works on the Edit page.
3. If both displays still will not appear, email post-support@amazonstudios.com with your workstation name and a screenshot of your display settings.

When to contact support

If the self-service steps above don't resolve your issue, reach out to the team that handles your type of request:

ProdTech, post-support@amazonstudios.com

ProdTech manages Studio in the Cloud, including initial user onboarding, new account creation, and provisioning access to storage, workspaces, cloud workstations, applications, and tools, plus the setup, performance, and technical issues covered in this guide.

TechOps (TOPS), support@amazonstudios.com

TechOps manages your Originals Access account, and will assist you with issues around Okta sign-in/SSO problems, password resets, MFA/2FA resets (including a new phone), and account lockouts.

TechOps also handles requests for access to specific applications (such as Box, Flow Capture, or Aspera on Cloud).

When contacting us, help us resolve your issue quickly by always including:

• Your full name and account email (@originalsaccess.com).
• A clear description of the problem and the exact error message you see (a screenshot helps).
• Your show code and show name.
• The show/workspace, workstation, or application involved.
• When the problem started and what you've already tried.

Please open a new request for each separate issue rather than replying to an older, resolved one, so it reaches the right team.