Alternateshell file not found

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Kiemal
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Joined: Sat Jun 23, 2018 5:07 pm

Alternateshell file not found

Post by Kiemal » Sun Sep 26, 2021 4:12 pm

Windows serwer 2016 with TSPLUS 14.80.9.22. When logon with html5 or remoteapp we have Popup message "Alternateshell file not found".
Caputre in attachement.
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admin
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Re: Alternateshell file not found

Post by admin » Fri Oct 01, 2021 12:06 pm

Hello,

This means something went wrong during the installation process.

Uninstall TSplus and reboot, disable your antivirus and try again.
Olivier
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Kiemal
Posts: 25
Joined: Sat Jun 23, 2018 5:07 pm

Re: Alternateshell file not found

Post by Kiemal » Mon Oct 04, 2021 6:49 pm

I found the source of the problems - the audit system shows two errors. When I run updaterealse.exe and restart the server the problem disappears. But after a day or more everything repeats again.
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Re: Alternateshell file not found

Post by admin » Tue Oct 05, 2021 3:04 pm

Hello,

This means that your antivirus quarantine the file. We often had some issues in the past with antivirus as we do use some scripting in our code. This is why it is recommend to deactivate your antivirus before installing TSPlus and set an exclusion rule on installation path is also highly recommended.

You will need to set an exclusion rule in your antivirus on the following path :
C:\Program Files (86)\TSPlus and C:\wsession
and
C:\Program Files (x86)\RDS-Tools
and
C:\Program Files (x86)\TSplus-Security

On client side the exclusion is to be set the following path :
C:\Users\Nameoftheuser\RDP6

You will need your firewall to let TCP/ UDP 443/80/3389 port opened for ingoing and outgoing traffic.

Feel free to contact your antivirus editor to ask them to add TSplus in their white list again : http://www.techsupportalert.com/content ... ll_Vendors
Olivier
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Kiemal
Posts: 25
Joined: Sat Jun 23, 2018 5:07 pm

Re: Alternateshell file not found

Post by Kiemal » Thu Oct 14, 2021 9:53 am

This is a production server, so I can't restart it often. That's why it takes so long. Unfortunately, antivirus exclusions did not help. After installing a new version of tsplus a few hours are fine, but then again the audit shows the same errors.
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Re: Alternateshell file not found

Post by admin » Thu Oct 14, 2021 4:37 pm

Hello,

This means clearly that something or someone with admin rights is deleting this component.
Olivier
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Kiemal
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Re: Alternateshell file not found

Post by Kiemal » Thu Oct 14, 2021 10:10 pm

I must apologize. The topic name is out of date. After reinstalling tsplus for the first time, the message "alternateshell file not found" does not appear. There are only these two audit errors. Is it possible to see the audit run more deeply ?

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Re: Alternateshell file not found

Post by admin » Thu Oct 21, 2021 10:15 am

Hello,

If TSplus runs now you do not need to run any more auditing. This issue occurs only if you installed TSplus on a new server and applied many years of windows update afterwards before installing TSplus which may lead to compatibility issues or a security software preventing TSplus to run properly.

To create TSplus logs, create a /trace folder in C:\wession
We will need these logs after this issue is encountered again.

If you can, avoid to assign the remote desktop application to your users and prefer the use of the floating panel / remote taskbar / application panel and use a different connection method such as the RDP or the HTML5 client.

Experiencing strange errors on a server can come from multiple cause and is not easy to diagnose. Here are a few hints that might help you figure this out :
When a few users do log on and the server starts to hang, open a task manager and click on the process tab. Sort

Sorting processes by CPU usage can help to isolate who or what is consuming the most CPU usage.

Sorting processes by memory can help to isolate which process is using the most memory.

Sorting processes by GDI/Users object to isolate which process is using most objects. Some application may cause servers to hang because of this Windows limitation, more information about this can be found here: http://blogs.technet.com/b/markrussinov ... 15174.aspx

Right click on "My computer" and click "Manage", then check out the system and application event log.
They can also give you some information on where the problem is located.

More good practice for a server in good health can be found here : https://support.tsplus.net/support/solu ... ble-server
Olivier
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Kiemal
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Re: Alternateshell file not found

Post by Kiemal » Fri Nov 19, 2021 4:46 pm

The problem with tsplus audit errors disappeared after I installed and restarted the latest version twice.
No other actions, process monitoring or otherwise did anything.

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