Helpdesk

This guide provides a checklist to troubleshoot two specific RemoteApp issues :

1. The client remains stuck indefinitely on the "Configuring Remote Session..." message.

2. The remote application window (labeled "MS RemoteApp") freezes during use.

[!] IMPORTANT [!] To our users/admins: To ensure a fast and accurate diagnosis, please provide as many items from this checklist as possible (especially logs, screenshots, and environment context) when opening a support ticket for investigation.

#1. Version and Update Checks

- Confirm TSplus Remote Access is up to date on the server

- Run the Windows compatibility updates on the server (svcac.exe /updatekernel / Apply Windows Compatibility Updates)
- Ensure the TSplus Connection Client used by the user is the latest build.

- Ensure the OS file system is healthy by running the following commands in an elevated CMD :

• sfc /scannow

• Dism /Online /Cleanup-Image /RestoreHealth

- the administrator may attempt a clean reinstallation of both the TSplus Remote Access and the Connection Client.  

#2. Connection Context & Environment 

- Identify client type: RemoteApp client from web portal, generated client '.connect' file, standard RDP client
- Identify access port: RDP port vs Web port (using web port may help in some cases)

- Identify any potential network equipment / security solution involved : 

To rule out the client device or external network equipment (firewalls, routers, or proxies) as the cause, the administrator should perform a local test. Create a .connect file or use the Web Portal directly from the server's own browser, targeting 127.0.0.2.

If the connection works locally but fails externally, the issue is likely related to the network infrastructure or the specific client device."

- Check if the user profile has already completed a full interactive session at least once (OOBE/privacy settings and first logon actions completed)

#3. RemoteApp-Specific Settings

- In the AdminTool, verify for the user: Web > RemoteApp Client > Display > Connection Mode is correctly set (RemoteApp vs Standard RDP)

- Confirm the server edition supports RemoteApp: RemoteApp is not supported on Windows Server 2019 Essentials Edition (see RemoteApp client prerequisites)

#4. Shell / Startup Sequence

- Ensure the session shell can start correctly : If necessary, add explicitly UserInit.exe to the startup sequence in the registry : 

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon 

Values = "C:\Windows\system32\userinit.exe,C:\wsession\logonsession.exe,"

- Verify the versions and presence of the following files : (C:\Windows\System32)\termsrv.dll, rdpinit.exe and rdpshell.exe

#5. Network layer and UDP

- Check if the user is connected through VPN; test with and without VPN if possible.

Frequent freezes or "MS RemoteApp" hangs are often caused by MTU (Maximum Transmission Unit) mismatches or fragmentation issues over VPN tunnels. Ensure the VPN adapter's MTU is optimized (usually 1350 or 1400) to prevent packet loss.
- If the session freezes at “Configuring Remote Session”, disable UDP on the client :

On the client machine, go to HKLM\SOFTWARE\Policies\Microsoft\Windows NT\Terminal Services\Client
Create a DWORD (32-bit) value named fClientDisableUDP and set it to 1.
Reboot and retest.

#6. Collecting client-side evidence