Remote sessions locking up. Help!

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elementalwindx
Posts: 27
Joined: Tue May 12, 2015 3:38 am

Remote sessions locking up. Help!

Post by elementalwindx » Thu Jun 11, 2020 10:56 am

I'm having an issue where a users session completely locks up. Rest of the server is 100% fine. Resources all look 100% fine. The server is a hyper-v virtual server. Both Host and vm are Server 2019 Standard. Physical server utilizes a EPYC 7302P CPU with 64GB of memory. Nothing else on the server freezes up.

Utilizing newest version of TSPlus 12.70.6.2.

Are there any event logs I can gather or anything that can help solve this as well?

Issue is intermittent.

We do utilize Sophos AV, Intercept X with EDR. (Possible exclusions to use?)

We have a backup program (Solarwinds Backup) that runs at lunch and midnight. Problem doesn't seem to occur during the backup schedule.

Thanks.

Here's some error logs I'm seeing during the event:

Microsoft-Windows-User Device Registration/Admin
Event ID: 304
USER: System
"Automatic registration failed at join phase.
Exit code: Unknown HResult Error code: 0x801c001d
Server error:
Tenant type: undefined
Registration type: undefined
Debug Output:
joinMode: Join
drsInstance: undefined
registrationType: undefined
tenantType: undefined
tenantId: undefined
configLocation: undefined
errorPhase: discover
adalCorrelationId: undefined
adalLog:
undefined
adalResponseCode: 0x0

Error: 307
USER: SYSTEM
"Automatic registration failed. Failed to lookup the registration service information from Active Directory. Exit code: Unknown HResult Error code: 0x801c001d. See http://go.microsoft.com/fwlink/?LinkId=623042"

A bunch of "Driver xxxxx required for printer xxx" errors.

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admin
Site Admin
Posts: 1649
Joined: Wed Sep 05, 2012 6:38 am

Re: Remote sessions locking up. Help!

Post by admin » Mon Jun 15, 2020 2:45 pm

Hello,

By default TSplus doesn't create logs, to avoid performance issues.

However you can enable the creation of logs by doing so:
go to `C:\wsession`
create the folder 'Trace'. Logs will automatically be created there, per user.
You will need to activate the log generation in the AdminTool > Advanced > Logs

Here are the different log file names and locations:

web portal log: "C:\Program Files (x86)\TSplus\Clients\www\cgi-bin\hb.log"
session opening log: "C:\wsession\trace"
session control log: "C:\Program Files (x86)\TSplus\UserDesktop\files\APSC.log"
Load balancing log: "C:\Program Files (x86)\TSplus\UserDesktop\files\svcenterprise.log"
AdminTool application log: "C:\Program Files (x86)\TSplus\UserDesktop\files\AdminTool.log"

RDS-Knight / TSplus Advanced Security: "C:\Program Files (x86)\TSplus-Security\logs"
Regarding the logs, please read this documentation : https://docs.dl-files.com/tsplus/advanced-features-logs
Olivier
TSplus support team administrator
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