Troubleshooting on ClinicTracker Hosting Service

Find solutions to common questions on ClinicTracker Hosting Service.


Changing Stored Username and Password

Locate the remote application folder (the default location is C:\Program Files\ClinicTrackerHosting), right-click on any of the rdp files (e.g. ClinicTrackerServer.rdp), choose Edit, then click the link to edit or delete the saved credentials.

Resolving Error: "Your computer can't connect to the remote desktop gateway server"

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.

If you would like to perform this process manually, go to Start -> Run, type "cmd" (without quotation marks) and press enter to open a command prompt. Then type the following: rundll32.exe keymgr.dll, KRShowKeyMgr . You can then locate any stored credentials and edit or delete them. For RemoteApp users, the entry will look like: TERMSVR/CBR.CLINICTRACKER.COM

Resolving Error: "Connection Broker" Using RemoteApp

If you use RemoteApp configured in Windows and are receiving an error related to a "connection broker" issue, you need to refresh your connection. You can find instructions on how to complete this process here.

Investigating 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).

Resolving 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any error messages such as "The remote computer requires Network Level Authentication", the most likely cause is an out-of-date version of Remote Desktop Protocol, or incorrect registry settings.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 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.
  • CLICK HERE TO DOWNLOAD.
  • 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 Security Packages setting After making these changes, restart your computer. Reference information is available here.

Resolving 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."

  • If you are connecting from Windows 7 and experiencing 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."

  • Windows 7 has reached end of life, and is no longer supported by Microsoft as of January of 2020. We would recommend upgrading to a more modern operating system that is receiving security patches.
  • If you still need to connect from a Windows 7 machine, it will require a registry change.
    • 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
    • As documented in KB3140245, 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.

  • If you are experiencing any issues with your connection being slow or unreliable, you can perform the following steps:
    • Perform a speed test at: speakeasy.net/speedtest 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

Exiting a Frozen Session

  • If your Remote Desktop session ever becomes unresponsive, first 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. You should see an option to Log off, which will log off your session and disconnect you from the hosting service. You can then connect back in.
    • Note that simply disconnecting (using the blue bar at the top of the Remote Desktop screen) will not affect your session state, and when you connect back in, you will be presented with the same situation as you left. Similarly, rebooting your local machine will have no effect on your session on the Hosting Service.
  • If none of these options work, please review the information here or contact ClinicTracker support.

Printing:

  • In order to print files to your locally-connected printer, it must be network-attached and PCL-compliant.
  • click here for more information.

Scanning:

  • In order to scan files from your locally-connected scanner, please click here and follow the instructions.
  • We have a partnership with Ambir Technology to provide high-quality, remote-desktop-compatible scanner devices at a discounted price. Click here for more information.
Was this information helpful?