HELP - Web Browser Fails to Login

[dcipher]

Blue004.jpg (5.88 KiB) Viewed 21712 times

Hi

As I mentioned previously we are having a problem with clients logging to a TSPLus server using a web browser. Some times all they see is the blue screen as shown in the image attached. At other times they see an alternating black screen followed by the screen showing the connection is being secured as shown in the second image attached.

When the browser was alternating between the black screen and the securing your connection screen. I restarted the web server using the Admin Tool and the browser displayed the connection broken warning, then it displayed the connection established and then the application logged in properly. However, just a few minutes later I retried the web browser access and experience the same problem.

I updated the Server to TSPLus 8.3.8.3 but the problems persists. This server worked fine for the past year until Oct 7th, 2015 when we started having these problems and the customers are getting very frustrated.

I need a solution to fix this problem before we lose the customer entirely.

Thanks,
Simon

[Brian]

Hi Simon,

Have you seen this same issue on google chrome? My users see the issue and I have to have them click in the address bar and press enter to 'refresh' the screen and then it comes back on. Just curious if that works for you as a temp workaround. I am on an older 8.10.2.12 version..

[dcipher]

Yes I have seen this in Google Chrome.

Simon

[admin]

Hello Simon,

I am copying / pasting the general informations to check on your server for this kind of issue :

Open an admin tool, and click on "Web Management Tool". make sure all features are set to green. if not, click on "Restart Web Server". If the server won't start, make sure you have not installed another web server or application that would be using the TCP port 80 and/or 443 (Skype and Teamviewer for example). One easy test to do is to change the port of your webserver and restart the server again. A faq regarding this subject is available here : tsplus.net/support/kb/faq.php?id=6

Make also sure that your firewalls and / or antivirus (software or hardware) are not blocking port 80 and/or port 443 or any TSplus processes located in these two folders :

C:\Program Files (x86)\TSplus
C:\wsession

Open a browser on the server, type in the address 127.0.0.2 and open a connection using the java or html5 mode. You should be able to open a session with a local or domain account.

If it still wont connect, uninstall java and delete the java folder located in C:\Program Files x86\ then reinstall java 64 bits on the server and make sure antivirus or firewall software are not blocking HTML5service.exe and SSHtunnel.exe processes.

[dcipher]

Hi

I uninstalled TSPlus completely and then reinstalled everything and the problem seems to have disappeared. It is strange that this same server worked for 1 year without problems and then started having issues on Oct 7th when the only change to the server was a Windows update. Now that everything has been re-installed it seems to work fine again.

Simon

[admin]

I am not surprised, keeping automatic Windows Update may lead to unpredictable behaviors.
I recommend to disable any automatic software update on a production server to prevent this.

[dcipher]

Since our servers are hosted in a commercial data centre we cannot avoid this situation as they have policies about keeping servers up to date. The only thing I have been able to do is to limit the number of times per year this is done.

Simon

[admin]

You are unfortunately correct as it is not always possible to disable these updates, Windows 10 is even worse : you cannot disable updates at all.
Some solutions have emerged lately thought : gadgets.ndtv.com/laptops/features/how-to-disable-windows-10-automatic-updates-728049

[johndavies]

Hello,

When you see a "black screen" at logon what does it means?
- The session is properly open
AND
- Nothing is started (no application, no Dekesktop, no TSplus Taskbar, no Floating Panel)

It means that you have not assign any application to the user, so nothing is started
Possibly, it is also a reconnected session to a disconnected session where no application was pending.

The solutions:

Unfortunately, TSplus is a rich and extended product.
So, there is not one single solution and the administrator can decide what is the best one for his expectation.

- He can assign an application to the user (simple and it works fine)
OR
- He can assign one default application in case no application has been found for this user
OR
- He can assign a default application to all users
OR
- He can decide to logoff any user for whom TSplus do not find any application
OR
- He can decide that any disconnected session will be automatically terminated

One last detail on this topic, it is highly recommended to apply the Update Release patch in such case.
Why? Because sometime the simple fact to install the latest release of TSplus is enough to fix this kind of problem.

Kind regards

John Davies

[SteveM]

John,

As new TSPlus user/administrator, could you please explain how I go about doing each of the following things you suggested. I can't find them in the documentation.

Thanks

Steven
----
- He can assign one default application in case no application has been found for this user
OR
- He can assign a default application to all users
OR
- He can decide to logoff any user for whom TSplus do not find any application
OR
- He can decide that any disconnected session will be automatically terminated