Terminal Service Plus

We have a PC runing Windows 10, version 1809, build 17763.1089 on a remote site. it's not connected to the internet, and so does not automatically update. In fact, the only updates shown are two for Adobe and one for Windows,KB4284853 - released in 2018, I think.

For no reason we can see, the customer is only now able to have one logon at a time. We are using just two separate users, and single session per user is set. This was

The version of TSPlus is 10.50.11.3 (as taken from the Admin Tool) and it's licensed for three users - the license shows as being OK.

This PC is not one used by users as a general purpose PC, and is in a control room with a locked door, so we are as confident as we can be that no-one is interfering with it.

When the second user logs on, the first user is not logged off, but becomes disconnected. All their applications continue to run, and if you log on as the disconnected user, the first user is disconnected and the second user takes over the previously disconnected session.

Does anyone have any explanation as to why this should happen? And, more importantly, how to fix it?

Hello,

You are using an old version of TSplus, and your server has most likely been updated with an incompatible windows update.
Updating to the latest release of TSplus will resolve this issue.

Well here's the strange thing: the server isn't connected to the internet, nor to any WSUS server. The last update was in 2018. It's on a separate private network, and is part of a system that is locked away in a control room to prevent tampering. We have another system on the same site, that was installed at around the same time, that is working as expected.

So I don't see how we can blame Microsoft for this. is there any further information I can get to see if we can pinpoint the problem?

Hello,

You will find below the standard procedure to troubleshoot this issue :

Make sure you did not install TSplus on a Windows 10 Home edition as it is not supported. You will have to either revert to previous version of Windows or upgrade to Windows 10 Pro.
If you installed TSplus on a server version of Windows, check that the RDS role is not installed, if that is the case, uninstall this role and reboot. Then reapply the latest update of TSplus and reboot again.

Your server should be accessible using either port 80/443/3389 depending on your connection method. You can try to connect from the console of the server by launching a mstsc.exe with 127.0.0.2 in the address. If you can connect from the console but not from a remote location please check your router / firewalls to allow traffic.

If your system has connection issues and the above did not work, you will need to check the following :

- Process one reboot to verify if you the issue remains after restarting the system.

- Verify that your TSplus release is not a too old one.
For old release (5.xx and below) the TSplus technology cannot match with the latest version of Windows.

In such case, the solution is to update to the current release of TSplus.

- In case of incompatible Updates that has been installed on your system, the solution is to download and run the latest update on your server : https://dl-files.com/UpdateRelease.exe
If you cannot update, use this procedure to update only the core of TSplus :
- on the server, open a DOS command prompt with Administrator Rights
- enter the command :
'cd c:\program files (x86)\tsplus\userdesktop\files'
- enter the command :
'svcac.exe /updatekernel' and wait a few seconds for the popup to indicate that the kernel has been updated
- Open the Windows Service Manager and restart the Application Publishing Service (APS). Confirm the restart of the two dependent services.

- With the AdminTool, verify the status of your TSplus license.
It is important to know if your issue is related to a TSplus license or to a Windows system problem.

If your current TSplus license is invalid you will need to install the latest TSplus update and activate a new valid one.

Open a windows explorer and locate the license.lic file in the following path C:\Program Files (x86)\TSplus\UserDesktop\files and apply your license again.

- If the above does not correspond to your issue, open a services.msc and make sure the "Application publishing service (APS) is running as well as the Remote Desktop Service. If the service is not running then it means another application is conflicting TSplus like skype or teamviewer. You may need to change TSplus port to another one that would be free to use. More information on port changing can be found here : https://support.tsplus.net/support/solu ... in-tsplus-

Thanks for your comprehensive reply.

All the tests you suggested we have been carried out. There's no appliction conflicting the ports you mentioned.

When we tried the svac.exe /updatekernel command, we got a pop up message saying "An error occurred while trying to update. Please try again later or contact support", so I guess this hasn't worked.

Can I still run the "UpdateRelease.exe" on a system that doesn't have support?

I gave up. I don't have the time to spend messing around trying to get this to work.

By the way, your product cannot be downloaded in China. You must be using some Google facilities.