Application Streaming

Errors

Application immediately closes after initial splash screen in Cloud HTML5 or Cloud Windowed mode

Microsoft RemoteApp disconnects sessions after the initial window is shown then dismissed, and no subsequent windows are shown after a short timeout. Remove any custom splash screens that may cause the timeout to happen, as Turbo will automatically detect the first shown window and delay the timeout as appropriate. If the application itself has transition delays between its windows, then a custom solution may be required. Please contact support@turbo.net. See the Microsoft Documentation for more information.

RDP Errors

The following are RDP logon or disconnection errors that can cause the connection to the remote application to fail. These error codes may be found in the Details section on the HTML5 launch error page.

disconnectReasonByServer

Remote disconnection by server.

This may indicate that the Windows user does not have permission to login remotely to the application server. Please make sure that the Windows user is part of the Remote Desktop Users group:

  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Click on the Member Of tab and check that the Remote Desktop Users group is listed. User Properties Merber Of
  6. If the group is not listed, click Add and enter Remote Desktop Users, then click OK.

disconnectReasonLicensingFailed

Occurs when license negatiation failed due to an expired or invalid RDS license. Please make sure that the RDS license installed on the application server is valid.

For information on setting up RDS licensing, please refer to the Microsoft documentation.

ERRINFO_RPC_INITIATED_DISCONNECT

The disconnection was initiated by an administrative tool on the server in another session.

Occurs when an administrator manually disconnects the user, or a script running as an administrator disconnects the user.

ERRINFO_RPC_INITIATED_LOGOFF

The disconnection was due to a forced logoff initiated by an administrative tool on the server in another session.

Occurs when an administrator manually logs off the user, or a script running as an administrator logs off the user.

ERRINFO_IDLE_TIMEOUT

The idle session limit timer on the server has elapsed.

This timeout is controlled by the Set time limit for active but idle Remote Desktop Services Group Policy setting. The default value set by Turbo Server is 21600000 milliseconds.

To configure this timeout, see Streaming for more information.

ERRINFO_LOGON_TIMEOUT

The active session limit timer on the server has elapsed.

This timeout is controlled by the Set time limit for active Remote Desktop Services sessions Group Policy setting. The default value set by Turbo Server is 21600000 milliseconds.

To configure this timeout, see Streaming for more information.

ERRINFO_DISCONNECTED_BY_OTHERCONNECTION

Another user connected to the server, forcing the disconnection of the current connection.

Only one connection is allowed at a time per user per application per application server.

To resolve this issue, close all open connections by the user and then relaunch the application.

LOGON_FAILED_BAD_PASSWORD

The logon failed because the logon credentials are not valid.

For non-temporary user authentication, such as Ask and Kerberos, this indicates that the user provided an incorrect password.

For temporary user authentication, this indicates that the temporary login credentials cached by the Broker service differ from the Windows login credentials. This may occur due to manual accounts changes, or due to a Broker service error causing the login credentials to get out of sync.

To resolve the issue:

  1. Restart the Turbo Server to clear the Broker service cache.
  2. If the error persists, delete the temporary Windows account and then restart the Turbo Server again. The Broker service will recreate the temporary user the next time the user runs an application.

STATUS_LOGON_FAILURE

The attempted logon is not valid. This is due to either an incorrect user name or incorrect authentication information.

For temporary user authentication, this indicates that the temporary login credentials cached by the Broker service differ from the Windows login credentials. This may occur due to manual accounts changes, or due to a Broker service error causing the login credentials to get out of sync.

To resolve the issue:

  1. Ensure the Turbo.AppServer service is running on the application server. Restart the service if it was running but encountering an error.
  2. Restart the Turbo Server service to clear the Broker service cache.
  3. If the error persists, delete the temporary Windows account and then restart the Turbo Server again. The Broker service will recreate the temporary user the next time the user runs an application.

STATUS_PASSWORD_MUST_CHANGE

The user must update their password to continue logging on.

To manually remove this login requirement from a user:

  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the User must change password at next logon setting. User Properties

SSL_ERR_ACCOUNT_DISABLED

The Windows account that is running the remote application session is disabled.

To manually enable a user:

  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the Account is disabled setting. User Properties

SSL_ERR_ACCOUNT_LOCKED_OUT

The Windows account that is running the remote application session is locked out.

Account lockout is controlled by the Account lockout threshold Group Policy setting. If you wish to change your account lockout behavior, please update your Group Policy setting:

Account Lockout Policy

To manually update a user's lockout status:

  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the Account is locked out setting. User Properties

SSL_ERR_PASSWORD_EXPIRED

The Windows account that is running the remote application session has an expired password.

Account password expirations are controlled by the Maximum password age Group Policy setting. If you wish to change your account password expiration behavior, please update your Group Policy setting:

Password Policy

To manually set a user's password to never expire:

  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management Computer Management.
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Check the Password never expires setting. User Properties

Turbo Client Not Found

The remote application failed to launch because the Turbo Client was not found on the application server. The Turbo Client may be missing due to an installation failure or a change to the Turbo Client install or path.

To resolve this issue, please reinstall the Turbo Server on the application server. After install, the Turbo Client install directory should be added to the Windows PATH and it should contain "turboplay.exe".

Turbo Server Errors

The following are Turbo Server errors that can cause the remote session creation to fail. These error codes may be found in the Details section on the HTML5 launch error page.

Websocket Tunnel Reconnection Error

The remote application tunnel failed to reconnect due to too many reconnection attempts.

Occurs when the client machine cannot access the Application server. For example, the client machine may be experiences a network issue or the Application server service may be down.

Please check your network connection and wait a few minutes, then relaunch the application. If the error persists, logon to the Application server and check that the Turbo.AppServer service is running.

Websocket Events Unauthorized

The events websocket failed to authenticate.

Occurs when the user's Portal login session is missing or invalid. For example, the user's login session may be expired, or the authentication key used to sign the user's login session may have changed.

To resolve this issue, please log out and back into the Portal and then relaunch the application.

Websocket Events Error

The events websocket connection could not be established.

Occurs during Portal service interruptions or connection errors. Please ensure that the portal is available and accessible by your browser.

Session Creation Repo Not Found

The requested repository could not be found. Please ensure that the repository exists on the Hub server.

You may manage your repositories from the administration site Hub page.

Session Creation Session Not Found

The remote session could not be found.

Occurs if the remote session is not present in the Broker cache. Please relaunch the application to create a new remote session.

Session Creation No RDP Hosts Available

No application servers are currently available. Occurs when there are no application servers running, or when the Broker service cannot access the application servers. Please refer to the Application Server troubleshooting documentation to diagnose.

Session Creation Bad Request

The remote session could not be created due to invalid arguments.

Occurs when the application configuration is missing or invalid.

Session Creation Unauthorized

The remote session could not be created due to an authentication failure.

Occurs when the user's Portal login session is missing or invalid. For example, the user's login session may be expired, or the authentication key used to sign the user's login session may have changed.

To resolve this issue, please log out and back into the Portal and then relaunch the application.

Session Creation Not Found

The remote session could not be created because the Broker service could not be found.

Please ensure that the Broker is available and accessible by the portal.

Session Creation Unavailable

The remote session could not be created due to Broker service availablility.

Occurs when the Broker service is restarting.

Please wait a few minutes for the Broker service to become available and then relaunch the application.

Session Creation Error

The remote session could not be created due to an unknown server error.

Occurs when the application or broker server is unavailable. Please refer to the Application Server troubleshooting documentation to diagnose.

Launch Configuration Bad Request

The launch request could not be created due to invalid arguments.

Occurs when the application configuration is missing or invalid.

Launch Configuration Unauthorized

The launch request could not be created due to an authentication failure.

Occur when the user's Portal login session is missing or invalid. For example, the user's login session may be expired, or the authentication key used to sign the user's login session may have changed.

To resolve this issue, please log out and back into the Portal and then relaunch the application.

Launch Configuration Not Found

The launch request could not be created because the API service could not be found. Please ensure that the API service is available and accessible by the portal.

Launch Configuration Unavailable

The launch request could not be created due to API service availablility.

Occurs when the API service is restarting.

Please wait a few minutes for the API service to become available and then try relaunching the application.

Launch Configuration Error

The launch request could not be created due to an unknown server error.

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