Knowledgebase
Cloud Access Troubleshooting
Posted by Michelle Stone on 03 Apr 2015 03:09 PM

For Mac-Based Clients Only

 

Problem

When accessing RemoteApp via web feed, you receive the following error:

 

 

 

Cause

This will occur when there has been a change applied on the Windows Host where RemoteApp is running. This change will require that the RemoteApp web feed is refreshed prior to connecting.

 

Resolution

Make sure that you have downloaded and installed Microsoft Remote Desktop application from the App Store. Open the application and then click on the Remote Resources button. Once that is completed, click on the refresh button. After that has been completed you will be able to successfully connect to the RemoteApp.

 


For Windows-Based Clients Only

 

Problem

When trying to connect via RemoteApp using the Web Feed, you are unable to connect.

 

Cause

This might be caused by an incorrect server name configuration in the RemoteApp web feed.

 

Resolution

  1. Go to “Control Panel » RemoteApp and Desktop Connections”, and click on “Properties”.
     
  2. Click on “Update Now”.
     
  3. Click on “Finish”.
     
  4. If you have a shortcut to the My Vision Express Cloud application on your desktop, make sure that the target is not set to “rds7.mvecloud.com”. If the target is set to “rds7.mvecloud.com”, change it to “rds.mvecloud.com”.

 

 

RemoteApp Crashing

 

Problem

When launching RemoteApp from a Windows machine, the application will crash, displaying “Remote Desktop Connection has stopped working”.


Additionally, you will see the following information in the WER dump file on the target PC:


Version=1
EventType=APPCRASH
EventTime=130722337993094768
ReportType=2
Consent=1
UploadTime=130722337996531417
ReportIdentifier=55ea132b-d739-11e4-82c8-b8ee653a207c
IntegratorReportIdentifier=55ea132a-d739-11e4-82c8-b8ee653a207c
NsAppName=mstsc.exe
Response.BucketId=e262dd1e3c8d43aacb96ee48b1b6dc08
Response.BucketTable=4
Response.LegacyBucketId=86022830810
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=mstsc.exe
Sig[1].Name=Application Version
Sig[1].Value=6.3.9600.17415
Sig[2].Name=Application Timestamp
Sig[2].Value=5450434f
Sig[3].Name=Fault Module Name
Sig[3].Value=ntdll.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=6.3.9600.17668
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=54c850f5
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=0000000000039a5a
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=e7b0
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=e7b02840c3cb04624dbfac4f7d1e0d8e
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=8968
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=8968d828ca91b19772e6f1bc580cdb06
UI[2]=C:\Windows\system32\mstsc.exe
UI[3]=Remote Desktop Connection has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Windows\system32\mstsc.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[5]=C:\Windows\system32\GDI32.dll
LoadedModule[6]=C:\Windows\system32\USER32.dll
LoadedModule[7]=C:\Windows\system32\msvcrt.dll
LoadedModule[8]=C:\Windows\system32\ole32.dll
LoadedModule[9]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[10]=C:\Windows\system32\SHELL32.dll
LoadedModule[11]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.17415_none_6240486fecbd8abb\COMCTL32.dll
LoadedModule[12]=C:\Windows\system32\COMDLG32.dll
LoadedModule[13]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[14]=C:\Windows\system32\CRYPT32.dll
LoadedModule[15]=C:\Windows\system32\WINHTTP.dll
LoadedModule[16]=C:\Windows\system32\credui.dll
LoadedModule[17]=C:\Windows\system32\Secur32.dll
LoadedModule[18]=C:\Windows\system32\CRYPTUI.dll
LoadedModule[19]=C:\Windows\system32\CFGMGR32.dll
LoadedModule[20]=C:\Windows\system32\WS2_32.dll
LoadedModule[21]=C:\Windows\system32\NETAPI32.dll
LoadedModule[22]=C:\Windows\system32\RPCRT4.dll
LoadedModule[23]=C:\Windows\system32\WINMM.dll
LoadedModule[24]=C:\Windows\system32\IPHLPAPI.DLL
LoadedModule[25]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[26]=C:\Windows\SYSTEM32\combase.dll
LoadedModule[27]=C:\Windows\system32\MSASN1.dll
LoadedModule[28]=C:\Windows\system32\NSI.dll
LoadedModule[29]=C:\Windows\system32\netutils.dll
LoadedModule[30]=C:\Windows\system32\srvcli.dll
LoadedModule[31]=C:\Windows\system32\wkscli.dll
LoadedModule[32]=C:\Windows\system32\WINMMBASE.dll
LoadedModule[33]=C:\Windows\system32\WINNSI.DLL
LoadedModule[34]=C:\Windows\system32\SHCORE.DLL
LoadedModule[35]=C:\Windows\system32\DEVOBJ.dll
LoadedModule[36]=C:\Windows\system32\SSPICLI.DLL
LoadedModule[37]=C:\Windows\system32\IMM32.DLL
LoadedModule[38]=C:\Windows\system32\MSCTF.dll
LoadedModule[39]=C:\Windows\SYSTEM32\kernel.appcore.dll
LoadedModule[40]=C:\Windows\system32\CRYPTBASE.dll
LoadedModule[41]=C:\Windows\system32\bcryptPrimitives.dll
LoadedModule[42]=C:\Windows\system32\uxtheme.dll
LoadedModule[43]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[44]=C:\Windows\SYSTEM32\clbcatq.dll
LoadedModule[45]=C:\Windows\system32\PROPSYS.dll
LoadedModule[46]=C:\Windows\system32\credssp.dll
LoadedModule[47]=C:\Windows\system32\NTASN1.dll
LoadedModule[48]=C:\Windows\system32\dwmapi.dll
LoadedModule[49]=C:\Windows\system32\mstscax.dll
LoadedModule[50]=C:\Windows\system32\PSAPI.DLL
LoadedModule[51]=C:\Windows\system32\d2d1.dll
LoadedModule[52]=C:\Windows\system32\d3d11.dll
LoadedModule[53]=C:\Windows\system32\MSACM32.dll
LoadedModule[54]=C:\Windows\system32\VERSION.dll
LoadedModule[55]=C:\Windows\system32\SETUPAPI.dll
LoadedModule[56]=C:\Windows\system32\DWrite.dll
LoadedModule[57]=C:\Windows\system32\bcrypt.dll
LoadedModule[58]=C:\Windows\system32\ncrypt.dll
LoadedModule[59]=C:\Windows\system32\pdh.dll
LoadedModule[60]=C:\Windows\system32\dxgi.dll
LoadedModule[61]=C:\Windows\system32\atlthunk.dll
LoadedModule[62]=C:\Windows\system32\explorerframe.dll
LoadedModule[63]=C:\Windows\system32\DUser.dll
LoadedModule[64]=C:\Windows\system32\DUI70.dll
LoadedModule[65]=C:\Windows\system32\oleacc.dll
LoadedModule[66]=C:\Windows\system32\WINTRUST.dll
LoadedModule[67]=C:\Windows\system32\CRYPTSP.dll
LoadedModule[68]=C:\Windows\system32\rsaenh.dll
LoadedModule[69]=C:\Program Files\Hewlett-Packard\SimplePass\vchannel.dll
LoadedModule[70]=C:\Windows\system32\mfc100.dll
LoadedModule[71]=C:\Windows\system32\MSVCR100.dll
LoadedModule[72]=C:\Windows\system32\MSIMG32.dll
LoadedModule[73]=C:\Windows\system32\MFC100ENU.DLL
LoadedModule[74]=C:\Program Files\Hewlett-Packard\SimplePass\storeng.dll
LoadedModule[75]=C:\Windows\system32\ACTIVEDS.dll
LoadedModule[76]=C:\Program Files\Hewlett-Packard\SimplePass\ssplogon.dll
LoadedModule[77]=C:\Windows\system32\adsldpc.dll
LoadedModule[78]=C:\Windows\system32\LOGONCLI.DLL
LoadedModule[79]=C:\Windows\system32\WLDAP32.dll
LoadedModule[80]=C:\Windows\system32\DSROLE.DLL
LoadedModule[81]=C:\Windows\system32\SAMCLI.DLL
LoadedModule[82]=C:\Program Files\Hewlett-Packard\SimplePass\autheng.dll
LoadedModule[83]=C:\Windows\system32\WTSAPI32.dll
LoadedModule[84]=C:\Windows\system32\MSVCP100.dll
LoadedModule[85]=C:\Program Files\Hewlett-Packard\SimplePass\RandomPass.dll
LoadedModule[86]=C:\Windows\system32\MF.dll
LoadedModule[87]=C:\Windows\system32\MFCORE.DLL
LoadedModule[88]=C:\Windows\system32\ksuser.dll
LoadedModule[89]=C:\Windows\system32\MFPlat.dll
LoadedModule[90]=C:\Windows\system32\RTWorkQ.DLL
LoadedModule[91]=C:\Windows\system32\AVRT.dll
LoadedModule[92]=C:\Windows\System32\MSAudDecMFT.dll
LoadedModule[93]=C:\Windows\System32\MMDevApi.dll
LoadedModule[94]=C:\Windows\System32\perfos.dll
LoadedModule[95]=C:\Windows\System32\msxml6.dll
LoadedModule[96]=C:\Windows\system32\NLAapi.dll
LoadedModule[97]=C:\Windows\System32\rasadhlp.dll
LoadedModule[98]=C:\Windows\system32\WINSTA.dll
LoadedModule[99]=C:\Windows\system32\profapi.dll
LoadedModule[100]=C:\Windows\system32\mswsock.dll
LoadedModule[101]=C:\Windows\system32\authui.dll
LoadedModule[102]=C:\Windows\SYSTEM32\powrprof.dll
LoadedModule[103]=C:\Program Files (x86)\CyberLink\YouCam\CLCredProv\x64\CLCredProv.dll
LoadedModule[104]=C:\Windows\SYSTEM32\sxs.dll
LoadedModule[105]=C:\Windows\system32\windowscodecs.dll
LoadedModule[106]=C:\Windows\system32\DPAPI.DLL
LoadedModule[107]=C:\Windows\system32\DNSAPI.dll
LoadedModule[108]=C:\Windows\system32\schannel.DLL
LoadedModule[109]=C:\Windows\system32\tspkg.DLL
LoadedModule[110]=C:\Windows\system32\ncryptsslp.dll
LoadedModule[111]=C:\Windows\SYSTEM32\gpapi.dll
LoadedModule[112]=C:\Windows\system32\wdmaud.drv
LoadedModule[113]=C:\Windows\system32\AUDIOSES.DLL
LoadedModule[114]=C:\Windows\system32\msacm32.drv
LoadedModule[115]=C:\Windows\system32\midimap.dll
LoadedModule[116]=C:\Windows\System32\msmpeg2vdec.dll
LoadedModule[117]=C:\Windows\System32\msvproc.dll
LoadedModule[118]=C:\Windows\system32\winscard.dll
LoadedModule[119]=C:\Windows\system32\LINKINFO.dll
LoadedModule[120]=C:\Windows\system32\ntshrui.dll
LoadedModule[121]=C:\Windows\system32\cscapi.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=Remote Desktop Connection
AppPath=C:\Windows\system32\mstsc.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=643A98BE5B5C4DF68A09F11101726C40

 

Cause

This is caused by an incompatibility with HP SimplePass software drivers.


Resolution

Upgrade HP SimplePass software to version 8.01.11. This can be accomplished by clicking on the “MVE Quick Fix” link on the MVE Cloud Access page and then clicking on the “Can’t log in? Windows 8.1 Download and Install” link.

 

 

 


For Windows-Based and Mac-Based Clients

 

Confirm there are no Hosts file static entries for “rds.mvecloud.com”.

 

For Windows

  1. Go to C:\windows\system32\drivers\etc and open the “hosts” file in the Notepad application.
  2. Confirm there are no entries pointing to “rds.mvecloud.com”.

     
  3. If there are entries pointing to “rds.mvecloud.com” please remove the entire line including the IP address. It should end up looking like the screenshot below:

     
  4. Save the file and exit.
  5. If the file cannot be saved, please open Notepad using the “Run As administrator” option and follow steps 2 - 4 again.
     

 

 

For Macs

 

  1. Open the Finder, then select “Go » Go to Folder”.
  2. Type “/private/etc/hosts” (without the quotes).
     
  3. A new Finder window will open and your Mac’s hosts file will be selected.
     
  4. Copy the hosts file to a temporary location.
  5. Open the hosts file copy by double clicking the file.
  6. Confirm there are no entries pointing to “rds.mvecloud.com”.

     
  7. If there are entries pointing to “rds.mvecloud.com” please remove the entire line including the IP address. It will end up looking like the screenshot below:

     
  8. Save changes.
  9. Copy the hosts file back to original location and choose “Replace”.
  10. If you are prompted for authentication, enter your administrative username and password.

 


Windows XP Clients Using Mozilla Firefox

 

For customers using Windows XP clients and Mozilla Firefox browsers to access the MVE RemoteApp, there is a known issue with security settings within Mozilla Firefox that need to be adjusted prior to accessing the application.

 

Problem

When logging into rds.mvecloud.com using Mozilla Firefox, the following error will appear:

Cause

This will occur if rds.mvecloud.com is accessed via Mozilla Firefox on Windows XP machines.

 

Resolution

In order to resolve this issue, add rds.mvecloud.com to the allowed sites exceptions in Mozilla Firefox.

 

 

 

 

Desktop Shortcut Access

 

  1. Navigate to rds.mvecloud.com via any internet browser (e.g. Internet ExplorerMozilla Firefox, or Google Chrome).
  2. Login with your My Vision Express Cloud credentials.
     


In the event that you receive an error while launching the application:

  1. Download and install the TSScan application by clicking on the "Downloads" link on the My Vision Express Cloud homepage.
     
  2. Select the TSScan application for your operating system (Microsoft Windows or Mac O/S).
  3. Allow the application to install to your system.


NOTE: For Windows 8.1 users, please click on the "Quick Fix" link on the homepage to download the Windows 8.1-specific troubleshooting application.

 

 

 

Windows Remote Desktop Connection

 

For Windows users who are still experiencing connectivity or access issues with My Vision Express Cloud after performing the steps above, please verify that the Remote Desktop Connection (RDC) 8.1 client update is not installed (Microsoft KB2830477).

  1. From the Windows Control Panel, access "Programs and Features".
  2. Click on "View Installed Updates" and type in "KB2830477" (without the quotes) into the Search box that appears. If found, select the item and click on "Uninstall".
  3. Restart the computer to apply the changes.

You should be able to navigate to rds.mvecloud.com from a desktop shortcut after this change.

 

 

Mac Remote Desktop Access

 

For Mac users who are still experiencing connectivity or access issues with My Vision Express Cloud, please navigate to the Mac App Store.

  1. Go to Mac App Store.
  2. Search for the Microsoft Remote Desktop application, then install.
  3. Open the application and click on the "Remote Resources" button.
  4. Enter in the following information:
    1. URL: https://rds.mvecloud.com/rdweb/
    2. User Name: mvecloud\<username provided>
    3. Password: <provided password>
  5. Click "Refresh" button to connect to server and close once successfully loaded remote resources.
  6. On the home screen, double-click the My Vision Express icon to launch the program.
  7. Once connected, the My Vision Express log on screen will appear for access.
  8. Enter in your My Vision Express Cloud credentials and click on "Login".


NOTE: If you're using the 2x client to navigate to My Vision Express Cloud on an iPad, iPhone, Mac, or Android device, please refer to our Knowledge Base article on how to set up 2x client access setup on an iPad, iPhone, Mac, and Android.

For additional information on how to access My Vision Express Cloud via internet browser, please review our Knowledge Base article on how to access My Vision Express Cloud from a browser.

As a reminder, if you're using Microsoft RemoteApp or Microsoft Desktop Web Access, you will need to update the RemoteApp or Webfeed configuration. For instructions, please see the Knowledge Base article on how to update the RemoteApp and Desktop connection.

 

 

 

 

If you have any questions or concerns, please contact our My Vision Express Cloud Team at 1.877.882.7456, Option 5, or email them at webhosted@myvisionexpress.com.

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Comments (2)
Frenchy
08 Feb 2016 09:28 PM
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