End User Troubleshooting

This section provides information to help troubleshoot common end user issues.

User cannot upload files using the HTML5 client with "Send error no permissions" message.

The service does not have permissions to upload a file on behalf of the user due to missing domain credentials when running the application in ask for domain login mode. Users must use the down-level style login (domain\username) when asked to login to the application, or have the administrator set the default domain if the end user omits it during login. To allow users to omit the domain, please set the default domain of the intended for the workspace under admin -> general section located at https://{portal-host}/workspace/{workspace-name}/admin/general.

User gets locked out of cloud sessions when idling after a short period of time.

The lock screen timeout is controlled via group policy setting. To configure custom session timeouts, please refer to the Streaming section on the Turbo Server administration site.

For older versions of Turbo Server, you may change the group policy setting manually. Please refer to the microsoft documentation to disable or extend the timeouts.

Users cannot access client drives when streaming a remote application from the native client.

By default, client drives are made available when streaming a remote application from the native client. This behavior can be controlled via group policy setting. To enable or disable drive redirection, please refer to the Streaming section on the Turbo Server administration site.

Users are unable to sign in to the workspace portal.

If the Turbo Server with the Hub role is not running, users would not be able to sign in to the workspace portal. The Portal log will contain a message that it failed to load the public key, similar to the following:

[2020-12-08T22:39:30.584] [INFO] default - Fetching JWT public key from https://hubserver/
[2020-12-08T22:39:51.672] [ERROR] default - Failed to load JWT public key: Error: connect ETIMEDOUT 10.1.2.4:443
[2020-12-08T22:39:54.378] [WARN] default - Failed to decode ticket, JWT public key is not available.

To resolve the issue, start the Turbo Server with the Hub role and wait a minute for the Portal to successfuly load the public key.

Install on my PC results in error message: Failed to register application to the desktop.

The turbo log will contain the following message:

Critical - 0x3E74: Failed to install image mozilla/firefox-esr:78.8.0: System.Runtime.InteropServices.MarshalDirectiveException: Marshaler restriction: Excessively long string.

The error occurs due to a corrupt Turbo Client installation. Please uninstall and reinstall the client, then try again.

Questions? Talk to us.