Solving Problems and Troubleshooting
Cleanup AppDashboard Configuration
Summary In some instances, the AppDashboard client needs to be reinstalled. Performing a simple uninstall from the "Programs and Features" window only removes the AppDashboard client, but does not cleanup any associated files and/or configurations. ...
Excel prompts for FileBridge Credentials
Problem When opening an office file (Excel, Word etc.) you get prompted for your FileBridge credentials. This will often happen after a password change. Solution 1 Click on the Windows icon in the taskbar and start typing "Credential Manager" and ...
FileBridge triggers a windows credential prompt
Problem: A Windows credential prompt like the one below pops up when working on FileBridge. Solutions: There are 3 potential solutions to resolve this. Solution 1: Refresh Credentials Refresh your credentials in the AppDashboard by clicking on the ...
Migrated clients can't login
Prerequisites Make sure you are enrolled in the new server first. If you are currently enrolling then make sure your password is matching with the old server. Otherwise, you'll face the problem below of not being able to log in despite typing in the ...
Cleanup FileBridge Configuration
Summary: In some instances, the FileBridge client needs to be reinstalled. Performing a simple uninstall from the "Programs and Features" window only removes the FileBridge client, but does not cleanup any associated files and/or configurations. One ...
Another user of your computer is currently using this connection. This user must disconnect before you can login.
If you were logged in to your workstation with a previous user. you might receive a message stating that another user is already logged in. To resolve, simply click on the Remote Desktop in your task tray on the bottom right of your screen, and ...
Installing FileBridge application issue - Application install - Security Warning Your administrator has blocked this application
When installing FileBridge application you might get a security warning similar to the one below Application Install - Security Warning Your administrator has blocked this application because it potentially poses a security risk to your computer Why ...
Receiving message: Your computer was unable to connect to the remote computer
Problem: When attempting to launch an application from the portal, the following message almost immediately pops up, preventing the connection from succeeding: Reason: A bug has been introduced to a release Microsoft update, which causes a certain ...
Account keeps getting locked out
Problem: Logging in to the portal, occasionally gives an invalid username or password, and/or locks out the account. Reason: There are a few reasons why an account gets locked out: The user has attempted multiple unsuccessful logins The user is using ...
Receiving "There is not enough disk space. Free enough disk space, and then try again" when saving files to FileBridge
Problem: When attempting to save a file on your FileBridge drive, you receive the following message: Reason: This message is most typically seen when the FileBridge Quota is reached. Unless upgraded, all accounts, include FileBridge with a 1Gb quota ...
How to troubleshoot disconnection issues when others are in the office are not
Problems with disconnecting applications from the hosted service can be ambiguous to troubleshoot, especially if the issue is not happening to all users within your network. In order to begin troubleshooting such problems, we advise that you follow ...
Error: Unable to display RD Web Access
Problem: In certain instance, users would receive the following error when launching the gotomyerp portal with Internet Explorer Reason: Unless this is happening for all users, this issue is caused by the workstation itself: usually an Internet ...
Received "The amount of incorrect answers exceeded the maximum allowed. This account has been (temporarily) blocked"
Problem: When going through the password reset process and answering your challenge questions, you may receive a message: "The amount of incorrect answers exceeded the maximum allowed. This account has been (temporarily) been blocked" with error -9 ...
Why do I keep getting disconnected from my session?
Problem: At random times, the session seems to get disconnected. When you log back in, in most cases, the application is where you left off. Reason: There are a few reasons why you may get disconnected from your application. Having the same user ...
Download and Run the Connection Tester
In certain situation, support may request that you run the connection tester to troubleshoot certain aspects of your connectivity to the internet. Download the Connection Tester When downloaded, you may need to unblock this script to run it. To do ...
Addressing "Remote Desktop Connection has stopped working" message
Problem: When launching a RemoteApp from the application portal, the following (or a similar window) pops up, and as a result the RemoteApp does not launch. Reason: This problem can be due to a number of reasons that are related to the workstation, ...
Not receiving password reset PIN code
Problem:When attempting to request a password reset PIN Code, you don't receive the email with the PIN code Reason: There are a few reasons why this would happen: Your email address on file is incorrect. If you are currently locked out of your ...
Receiving error: "Another user of this computer is currently using this connection"
Problem: When attempting to login to the GoToMyERP portal, the login fails, and a message might be displayed: Reason: This error shows up if you happen to be attempting to login with a different user than the one that you usually use to login, and ...
Having trouble mapping FileBridge
Problem: When you login to your AppDashboard, you may get one of several errors related to the FileBridge drive mapping Reason: There are many reasons this could happen. To find a specific resolution, please click below to access an Interactive ...
My Session Is Frozen!
Problem: When you try to click in your session, nothing happens. Your screen seems to be there, but you cannot click anywhere. Your session seems to be unresponsive even when you disconnect, and reboot your computer, and then reconnect. Reason: ...
Problems with version 8.0.32 for Microsoft Remote Desktop Client
Problem: When connecting to remote resources using a Mac, on the latest version (8.0.32) (as of 05/31/2016), users may experience sporadic behavior on the screen refresh and of the mouse. Reason: This problem has been discovered as a result of the ...
Unable to copy or save files to FileBridge using a Mac
Problem: When using a Mac, copying a file to FileBridge may result in an Error Code -36 And when trying to open certain office files, you see the following error: Reason: These errors show up specifically when using the Mac OS X Finder. This is a ...
Receiving a RemoteApp Disconnected upon connection
Problem: When launching a RemoteApp the following error immediately pops up. Reason: This error can be caused by the remote environment not being available. However, if it is happening only on one workstation, knowing that the service is in fact ...
"This computer can't connect to the remote computer" or "The server denied the connection (code Denied Connection(7))"
Though this should be a rare occurrence, sometimes, there could be a problem with reaching your hosted server. If you connect, and receive a message similar to the following on Windows: Or on a Mac: The easiest solution is to wait 5 to 7 minutes and ...
Receiving a message about my password expired
Problem: When you login to the portal, you receive a message stating that your password is expired and requires that you contact an administrator for assistance, or to click on the "Forgot Password/Reset Password" link. Resolution 1: If you had ...