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Troubleshooting Common Desktop Connectivity Issues

  • Updated

This is a troubleshooting guide for some common desktop connectivity issues

 

Preparation Failed error

When launching the Tehama desktop, and you get a "preparation failed" error.

Steps to resolve:

  • This issue cannot be fixed by you, it needs to be escalated to Tehama Urgently
  • Please include your name, room's name, and desktop's name, and log an urgent ticket with Tehama 



Unable to launch desktop 

This is a generic error that can be caused by different factors

Steps to resolve:

  • Restart Tehama desktop
  • Ensure you are using the most recent version of the Tehama client, and reboot the desktop once. Instructions on obtaining and installing the current version of the client can be found on this support document - Install Tehama Client on Windows  (Mac and Ubuntu instructions are also available)
  • If that fails, use this support document - How to locate log files for troubleshooting purposes, to generate the applicable log
  • Escalate to Tehama, log an urgent incident, and include the generated logs



Error 501 / Authentication failed. User could not be authenticated using the specified username, password, domain and mfa token

When launching via the Tehama client, the error is "Error 501", and when launching via the Teradici client, the error is "Authentication failed. User could not be authenticated using the specified username, password, domain and mfa token"

Steps to resolve:

  • Restart Tehama desktop
  • Log in with the Teradici client, and see if issue persists.  (use “123456” as the MFA if requested)
  • If issue persists, escalate to Tehama, log an urgent incident, and also include in the ticket  an approval to allow  us access to your affected desktop for troubleshooting purposes



Disconnected Tehama session and unable to reconnect

This could be caused by a number of factors, here are some troubleshooting steps

Steps to resolve:

  • Logoff scripts are running and may take a minute to finish.  Wait 1-2min between connection attempts

  • If you are still unable to connect, try to connect with the Teradici client, and see if the issue persists (or displays an error message).

  • If issue persists, escalate to Tehama, log an urgent incident and also  include in the ticket an approval to allow us access to the desktop for troubleshooting purposes

 

Presented with windows login prompt, asking for a password

This typically happens after a Windows update

Steps to resolve:

  • Reboot the desktop and try again
  • If re-booting fails to solve the issue, escalate to Tehama - log an urgent ticket

 

Error 408

This is likely a timing issue. The desktop is taking longer to load/boot and the Client has timed out.

Steps to resolve:

  • Restart Tehama desktop
  • Ensure you are using the most recent version of the Tehama client. Instructions on obtaining and installing the current version of the client can be found on this support document - Install Tehama Client on Windows  (Mac and Ubuntu instructions are also available)
  • Wait 30 seconds before trying again
  • A reboot should not be necessary and is a last resort
    If that fails, using this support document - How to locate log files for troubleshooting purposes, to generate the applicable log
  • Escalate to Tehama (with the presession logs included), log an urgent incident

 

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