troubleshooting

This page is intended to assist technical personelle with known issues related to Konect and the server/ desktop environments in which Konect is installed.

Client Issues

Konect Drive
The Konect Drive is empty when users access it from their client PC

Konect Client
End users are being prompted for server information during the client install process.
The Konect Client download page displays an error saying "Server Error in /Konect Application"
The Konect Client download page displays a "404 The Page Cannot be Displayed" error.

TS Applications
Users cannot launch more than one application at a time through Konect.
Users are prompted for credentials a again when launching an application through Konect.
When a user tries to launch an application in Konect they get a white screen.

Client Side Error Codes
When users attempt to log in to Konect they recieve a 1012 error.
When users attempt to log in to Konect they recieve a 1013 error.
When users attempt to log in to Konect they recieve a 1014 error.
When users attempt to log in to Konect they recieve a 1021 error.
When users attempt to log in to Konect they recieve a 1022 error.
Users recieve a 404 Not Found error upon logging into Konect.
Users recieve a 501 error upon logging into Konect.

Server Issues

Windows Server
The NIC card has disappeared from the devices list in Server 2003 SP1

Terminal Server Printing
Users cannot print to their local printer when using an application in Konect.

Konect Service Error Coding
NET HELPMSG: 2129 and 3534
The Konect Service and Konect Secure Gateway will not start/ restart.

Restricted Characters
User Name Characters
Group Name Characters
Password Characters

The NIC Card Has Disappeared from the devices list in Server 2003 SP1

This is a known bug that exists within Windows Server 2003 SP1. The preventative fix for this issue was included in the Windows Server 2003 SP2.

To manually correct this use the following steps:

1. Select Control Panel > Administrative Tools > Services
2. Double Click on Remote Procedure Call (RPC) Locator Policy to open the properties.
3. Under the Log On tab, set the service to run under This Account > Network Service, as opposed to Local System account.
   
4. Click the OK button to save the setting



5. If the server is a Domain Controller, open Administrative Tools > Domain Controller Security Policies > User Rights Assignment.
6. Open the Impersonate a client after authentication policy found under Local Policies > User Right Assignment.
7. Click the Add User or Group button and add both the Administrators and SERVICE accounts to the policy.
8. Click OK to save the policy settings.

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The Konect Drive is empty when users access it from their client PC.

This issue is encountered when shared folders are published from a Domain Controller. To resolve this issue the following Local Group Policy changes must be made:

1. Select Administrative Tools > Domain Controller Security Policy
2. Under Local Policies > User Rights Assignment, double click Allow log on locally policy.
3. Click the Add User or Group button and either add your Konect users or a group to which they are all members.
4. Click OK to save the policy settings.




5. Also under Local Policies > User Rights Assignment, double click the Impersonate a client after authentication policy.
6. Click the Add User or Group button and add the IWAM_Servername user.
7. Click OK to save the policy settings.

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The Konect Client download page displays an error saying "Server Error in /Konect Application"

This issue is cause byt the ASP 2.0 Framework being prohibited in IIS.

1. Select Administrative Tools > Internet Information Services (IIS)
2. Open the Web Server Extensions folder.
3. Highlight the ASP .NET v2.0 extension.
4. Change the extension from Prohibit to Allow.
   
   

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The Konect Client download page displays a "The Page Cannot be Displayed" error.

This issue can be cause by either A. the internet connections firewall or; B. your main firewall's port forwarding if the user is trying to connect from outside the LAN.

1. Under your Local Area Connection Properties, select the Advanced tab.
2. Click Settings to open the firewall properties.
3. Within the Advanced Settings screen, ensure that Remote Desktop, Secure Web Server (HTTPS) and Web Server (HTTP) are all allowed.
4. Click the OK button to ensure the settings have been allowed.
5. If you also have a router/firewall and are encountering this issue when trying to access from a Public IP, forward the port that your Default Website is using (defaults to 80) to your primary Konect server.
   
   

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When users attempt to log in to Konect they recieve a 1012 error.

This error code means that the license on your Konect server has expired.

You will need to contact desktopsites in order to recieve a permanent license key for the software.

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When users attempt to log in to Konect they recieve a 1013 error.

This error code means that there are no more available licenses for Konect.

You will need to kill any duplicate sessions in the Konect Management Console or, if you have reached your license cap with unique users, you will be required to purchase addition licenses from desktopsites.

1. Within the KMC, under Utilities select Active Sessions.
2. You will be presented with a list of active users.
3. Click the Kill link next to the duplicate sessions you wish to terminate.
4. You will be promted to confirm the termination of the session in question, click Yes and the session will automaticially be terminated.
   
   

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When users attempt to log in to Konect they recieve a 1014 error.

This error code indicates a mismatch in the version license and the version of the Konect serverware currently installed.

To correct this a new license must be issued by desktopsites. To acquire a new key, re-register Konect using the Konect Management Console (KMC).

1. Within the KMC click on Help > About Konect
2. Click on the Register button.
3. You will be prompted to fill out a brief form. Once the fom is complete and submitted via the Internet, desktopsites will issue you a license activation key within 24 - 48 hours via e-mail.
   
   

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When users attempt to log in to Konect they recieve a 1021 error.

This error code indicates that the user attempting to log in has not been permitted access within the Konect Management Console.

1. Under the KMC go to Setup > Konect Users/ Groups.
2. Within the Konect Users/Groups screen, check off the user(s) you wish to grant access to the Konect Seoftware.
3. Click Set.
4. Click Apply.
   
   

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When users attempt to log in to Konect they recieve a 1022 error.

This error code indicates a bad username/password. There can also be numerous underlying factors that can result in this message.The flowchart below can assist in your troubleshooting, for more information click the hotlinked blue fields. For a printable version please click here.

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End users are being prompted for server information during the client install process.

This is caused when the initial ActiveX Control from the Konect website does not get installed or is blocked/bypassed.

Windows 2000/XP/Vista

1. Open Internet Explorer and go to Tools > Internet Options.
2. Under the Security Tab click the Trusted Sites icon.
3. Click the Sites button.
4. Within the Add this Web site to the zone: text box, enter http://konectserverip and click Add.
5. Click OK to apply the change.
6. Re-Launch your Internet Explorer browser and download the Konect Client once again.
   
   

Windows Vista

In Windows Vista the cause of this error can also be attributed to the User Access Control (UAC) being turned On.
In addition to the Windows 2000/XP/Vista fix noted above, the UAC must be disabled for the duration of the Konect client install.

1. Open the Control Panel and go to User Accounts.
2. Select Turn User Account Control (UAC) on or off.
3. Uncheck Use User Account Control (UAS) to help protect your computer.
4. Click OK.
5. The PC will the require a restart.
6. Go to the Konect download page (http://serverip/konect) and install the Konect Client as normal.
7. You can then re-enable the UAC if desired.
   
   
   

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Users cannot print to their local printer when using an application in Konect.

This issue occurs when the printer drivers or an end user's local printer have no been installed on the Konect server.

1. Select Administrative Tools > Event Viewer
2. Open the System event log.
3. Find an Error type entry related to TermServDevices and double click to open the Event Properties window.
4. Within the Description field the missing printer in question will be details: "Driver [printer model] required for printer [printer make] is unknown. Contact the administrator to install the driver before you log in again."
5. Click the OK button to exit the Event Properties screen.
6. Navigate to the printer manufacturer's website to download and install the driver in question.
7. The next time the user launches a Konect application they will be able to print to their local printer.
   
   

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Users cannot launch more than one application at a time through Konect.

This issue occurs due to a Terminal Server Configuration setting that limits users to only being able to launch one TS window with their user credentials.

1. Select Administrative Tools > Terminal Services Configuration > Server Settings.
2. Double Click Restrict each user to one session.
3. The Single session per user box will appear. Ensure that the Restrict each user to one session field box is not checked off.
4. Click the OK button to apply the change.
   
   

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Users are prompted for credentials a again when launching an application through Konect.

This issue is relate to a Terminal Server Configuration setting which has been set to always require a password.

1. Select Administrative Tools > Terminal Services Configuration > Connections
2. Double click on RDP-Tcp
3. The RDP-Tcp Properties will appear. Under the Logon Settings uncheck Always prompt for password.
4. Click the OK button to apply the change.
   
   

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Users recieve a 404 Not Found error upon logging into Konect.

Users will recieve a 404 error upon logging into Konect when the folders assigned to the Konect Webdrive cannot be mapped properly. Please use the following flowchart to assist in troubleshooting, blue fields are hotlinked for additional troubleshooting information. For a printable version please click here.

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Users recieve a 501 error upon logging into Konect.

This error is caused by the WebDAV extension being prohibited within Konect.

1. Select Administrative Tools > Internet Information Service (IIS)
2. Click on the Web Extensions folder.
3. Highlight WebDAV and click the Allow button.
   
   

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The Konect Service and Konect Secure Gateway will not start/ restart.

There are numerous possible root causes responsible for the Konect Service and Konect Secure Gateway failing to start, the primary indication that the Konect Services will not restart are issued in the form of NET HELPMSG's in the Konect restart links. The root causes are usually found at the IIS level, please use the following flowchart to assist in your troubleshooting, blue fields are hotlinked for additional troubleshooting information. For a printable version of this flowchart click here.

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When a user tries to launch an application in Konect they get a white screen.

The white screen error is the most common problem that will be encountered in the client side delivery. It is an indication that the terminal session cannot be properly established with the Konect server. For a printable version of this flowchart click here.

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Restricted Username Characters

The following characters have been found to cause issues when used in client user names:

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Restricted Group Characters

The following characters have been found to cause issues when used in Active Directory group names:

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Restricted Password Characters

The following characters have been found to cause issues when used in Active Directory group names:

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