Troubleshooting Help on Hosting (Connecting, Printing, Scanning)

Find solutions to common questions on ClinicTracker Hosting Service.

How do I Exit a Frozen Hosting Session

  • If your Remote Desktop session becomes unresponsive, check that you have an internet connection and can access other websites from your local computer.
  • If that does not explain the problem, press the key combination Control+Alt+End on your keyboard.
  • Select Log off, which will log off your session and disconnect you from the hosting service. 
    • Note that simply disconnecting (using the blue bar at the top of the Remote Desktop screen) and rebooting your local machine will not affect your session state.

How do I Log a User Off a Frozen Session

If a staff member has been unable to exit a frozen Hosting session, a ClinicTracker admin may go to Staff > Staff Info > File > Log Of Hosting to disconnect the user from Hosting.

How do I Connect an Unsupported Windows Device (Windows 7)

  • Windows 7 is no longer supported by Microsoft as of January 2020 and we recommend upgrading to a current operating system that is getting security patches.

  • If you must connect from Windows 7 it will require a registry change and may experience an error "your computer can't connect to the remote computer because the Remote Desktop Gateway server's certificate has expired or has been revoked. Contact your network administrator for assistance."

    • You can make this change by downloading this file and running it.
    • If you prefer to manually adjust the registry:
      • In HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\WinHttp add a DWORD for DefaultSecureProtocols with value 00000A00.
      • In HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Internet Settings\WinHttp add a DWORD for DefaultSecureProtocols with value 00000A00.
    • 00000800 will override WINHTTP_OPTION_SECURE_PROTOCOLS to use TLS 1.2 (and only TLS 1.2) by default. So be aware it will affect more than just the RDP client. If backwards compatibility is desired, dword:00000800 can be changed to dword:00000A00 or dword:00000A80 to include TLS 1.1 and 1.0 respectively.

How Do I Check My Connection Speed

If you are experiencing a slow or unreliable, connection you can take the following steps:

  • Perform a speed test at: to ensure you have a sufficient upload and download speed.
  • Review the event viewer logs:
    • Applications and Services Logs > Microsoft > Windows > TerminalServices-ClientActiveXCore and Applications.
    • Services Logs > Microsoft > Windows > TerminalServices-LocalSessionManager.

How Do I Clear Invalid Credentials

If you receive a message that states "Your computer can't connect to the remote desktop gateway server", this may be due to invalid credentials cached on your computer.

  • To clear out this information, download and run this file.
  • To perform this process manually, go to Start > Run, type cmd.
  • Press Enter to open a command prompt.
  • Type rundll32.exe keymgr.dll, KRShowKeyMgr .
  • Locate any stored credentials and edit or delete them. 
  • For RemoteApp users, the entry will look like: TERMSVR/CBR.CLINICTRACKER.COM.

How do I Refresh my Remote App Connection

If you use RemoteApp configured in Windows and are receiving an error related to a "connection broker" issue, you need to refresh your connection.

1. Click the Start menu and search for "RemoteApp and Desktop Connections"

2. You should see a section for ClinicTracker. Click the Properties button:

3. Click the Update Now button:


4. You may be prompted to enter your credentials. If you've forgotten them, just ask your local administrator: 

How do I Solve Frequent Connection Issues

If you notice you are having frequent connection issues (or are receiving a generic "Remote Desktop can’t connect to the remote computer" message), please download and run: this file (choose the option named "enable" to test the new setting or choose the "disable" option to revert the change).

How do I Resolve Error: "The remote computer requires Network Level Authentication"

If you experience any error messages such as "The remote computer requires Network Level Authentication", the most likely cause is an out-of-date version of Remote Desktop Protocol or incorrect registry settings. To correct these issues, please review the following information:

  • The best security and reliability can occur if you are using Remote Desktop Protocol (RDP) Version 7.0. RDP 7.0 was shipped with Windows 7, but earlier operating systems may have an earlier version installed. You can verify your version of RDP and update your computer if necessary by clicking the link below. This utility will additionally ensure that the security settings are properly configured in your registry. This will correct problems such as: "The remote computer requires Network Level Authentication, which your computer does not support" or "An authentication error has occurred and the requested security package does not exist."
  • This may require making changes to the registry, so please ensure you run this utility from a Windows account with permission to do so. Also, remember to reboot after running the utility for the new settings to take effect.
  • If you would like to manually perform these steps, download all operating system updates, then download the latest version of Remote Desktop for your machine. In HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders, edit the value of the SecurityProviders key by adding credssp.dll at the end (separated from its current value by a comma). Then, in HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa add the line tspkg to the value of the Security Packages setting. After making these changes, restart your computer. 

How do I Print over a Terminal Service Connection

  • For a printer to be recognized over a Terminal Server connection, it must support "Printer Redirection." In general, any network-attached printer will work as long as it is "PCL-Compliant." The alternate "Postscript" printers will not work if they are connected remotely.

    Make sure that "printer redirection" is enabled on your remote desktop connection file. To do so, follow these steps:

  • Click the .RDP file and choose Edit.
  • Choose the Local Resources Tab.
  • Ensure "Printers" are check in the "Local devices and resources" section.
  • Return to the General tab and press the Save button.

  • The system should now recognize your printer.



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