AppStream Client App Frequently Asked Questions (FAQs)

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AppStream Client App Frequently Asked Questions (FAQs)

 

Table of Contents

 

Application Install/Setup

Do I need to install any software on my computer to use AppStream to access FreeWheel applications?

While installing the AppStream 2.0 Client Application I'm prompted for admin credentials. What do I do?

  • This prompt occurs when the AppStream 2.0 Client USB Driver option for the install was checked. This option is NOT necessary. Click the Esc key on the keyboard to cancel the credentials prompt, close all Amazon AppStream 2.0 USB driver Setup popups, and close the installer completely. Relaunch the installer and ensure that the AppStream 2.0 Client USB Driver option is unchecked and click the Finish button. The AppStream 2.0 Client Application will open and can be used as normal.

Are there any sites to add to 'Trusted Sites' or IP addresses to add to an 'Allow list'?

 

Application Management

When I launch a FreeWheel app it opens in the Amazon AppStream 2.0 window. How do I make the FreeWheel app open on its own window?

  • Close the Amazon AppStream 2.0 window. Relaunch the AppStream 2.0 Client Application. Ensure that the "Start in native application mode" is checked prior connecting and logging in.

Can I open multiple instances of one FreeWheel app?

  • Yes. Click the app icon on the Application Launcher window to open another instance of a FreeWheel app.

How can I find the AppStream Client App or the application that I launched but do not see on screen?

  • The client app or launched app may be minimized. Click on icons in the taskbar to check if they are minimized. Here are are some examples.
AppStream Client App
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SBMS
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View
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Windows Explorer
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What do I do if I can't see my app or see a black screen even if I click on the taskbar icon?

  • Hold down the Shift key on the keyboard, right-click the icon in the taskbar, and click Maximize. The app will maximize on the screen. Click the app title bar, move it, and resize it as necessary.
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What do I do if I'm still having trouble accessing my apps?

  • If your apps are still not showing up on the screen, submit a support case via the Support Portal.

 

Connection

Will using a wired connection vs a wireless connection affect AppStream performance?

  • We highly recommend that you use a wired connection for best performance.

Will a remote desktop connection affect AppStream access or performance?

  • AppStream does not support remote desktop connections (Remote Desktop Protocol (RDP) connections or Virtual Private Network (VPN) connections.)

 

Copy and Paste

How do I copy & paste using the AppStream 2.0 Client Application?

  • Copy and Paste is seamless between FreeWheel apps. Copy and Paste is also seamless from locally installed PC apps (e.g. Word or Excel) to FreeWheel apps, and vice versa.

 

Display

Can I use multiple screens for FreeWheel apps when using the AppStream 2.0 Client Application?

  • Yes. The AppStream 2.0 Client App allows FreeWheel apps to be used in different monitors. It supports multiple monitors with the following display resolutions:
  • Multiple monitors (up to 2K resolution) - Up to 4 monitors with a maximum display resolution of 2560 x 1600 pixels per monitor.
  • Multiple monitors (4K resolution) - Up to 2 monitors with a maximum display resolution of 4096 x 2160 pixels per monitor.

What do I do when I receive the following display error?

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  • If you have a 2K monitor (or lower), you have to change it's Display Resolution to 2560 x 1600 pixels.
  • If you have a 4K monitor (or higher), you have to change it's Display Resolution to 4096 x 2160 pixels.

What do I do if SBMS or Media Biller buttons are missing because the screen is cut off?

  • If pages/options appear to be cut off, please maximize the FreeWheel app. Or, move the FreeWheel app to another monitor and maximize it. If the issue persists, submit a support case through the Support Portal.

What do I do if I get a black screen after moving a FreeWheel app from one monitor to another monitor?

  • There is a Windows limitation that affects moving maximized apps to another monitor. To get around this, make the FreeWheel app window smaller, then move it to the new monitor, and then maximize it. 

 

File Management

Can I download or upload files to opened FreeWheel apps?

  • Yes. As long as drives or folders are linked and saved in the AppStream 2.0 Client Application, FreeWheel apps can download or upload files to those drives and folders. Follow the instructions in article File Transfers in the AppStream Client App.

 

Login/Session Management

What URL do I use to log into the AppStream 2.0 Client Application?

  • There are separate URLs for agency buyers, TV/MVPD sellers, and Radio sellers. Use the appropriate URL below:
  • Agency buyers: https://buy.gotostrata.com
  • TV/MVPD sellers: https://sell.gotostrata.com
  • Radio sellers: https://radio.gotostrata.com
  • For more information related to logging in, review article AppStream: Logging in, Password Reset, and launching FreeWheel Applications.

Will anything change with my current login credentials?

  • Usernames and passwords are not changing. You'll continue to use your existing credentials to login into the AppStream 2.0 Client Application.

How do I end my session and log out?

  • First, save your work. Next, close any opened FreeWheel apps. Then, click the profile icon at the top-right corner in the Application Launcher window and select End Session. Finally, click the red X on the top-right corner of the AppStream 2.0 Client Application.

What do I do if I logged out and tried to log back in but get the message "Failed to initialize launcher. Please try again"?

  • It can sometimes take a few minutes to end a previous session. Close the AppStream 2.0 Client Application, wait a few minutes, and then try again. If the issue persists, submit a support case via the Support Portal.

What do I do if I logged out and tried to log back in but get the message "Your previous session has not yet ended. Please retry after a few minutes to connect again."?

  • Click the OK button in the message and close the AppStream 2.0 Client Application. Wait a few minutes and then try again. If the issue persists, submit a support case via the Support Portal.

What do I do if I logged out and tried to log back in but get the message "Session Ended. You access your session from a URL that was shared with you. Use that URL to re-access the session"?

  • Close the AppStream 2.0 Client Application. Wait a few minutes and then try again. If the issue persists, submit a support case via the Support Portal.

How do I Reset/Change my password?

  • When you reach the login page, there is a "Forgot Password?" link under the login that will take you to the Self Service Password Reset system.
  • If you are already logged into the AppStream 2.0 Client Application, click the Self-Service Password Reset link at the bottom-middle of the Application Launcher window.
  • For more info about the Self-Service Password Reset System, review article AppStream: Logging in, Password Reset, and launching FreeWheel Applications.

Can I use both Citrix and the AppStream 2.0 Client Application together during the transition?

  • Users should NOT log into both Citrix and the AppStream 2.0 Client Application at the same time during the transitional period. Always use one or the other until Citrix is removed.

 

 

Printing

How do I print from FreeWheel apps with the AppStream 2.0 Client Application?

 

Support Portal

I'm logged into the AppStream 2.0 Client Application and I don't see the Support icon. What do I do?

  • Click the Support link at the bottom-middle of the Application Launcher window.
  • Or, navigate directly to URL https://freewheel.zendesk.com/hc/en-us
     
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