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Application Streaming ​

Use these checks to resolve Run In Cloud (HTML5 or native) streaming problems.

Application Immediately Closes After Initial Splash Screen In Cloud HTML5 Or Cloud Windowed Mode ​

Problem

  • Microsoft RemoteApp disconnects after the splash screen because no window remains active.

Solutions

  • Remove custom splash screens so Turbo can detect the first window and delay the timeout. Contact [email protected] if the app has long window transitions. See the Microsoft documentation for details.
  • If timeouts persist, collect diagnostics:
    1. Open Administration reports and find the matching event in Application Sessions or User Sessions.
    2. Review %LOCALAPPDATA%\\Turbo\\Logs on the application server for the session user identified in HTML5 console logs.
    3. Launch locally with the diagnostics flag.
    4. Inspect VM logs in %LOCALAPPDATA%\\Turbo\\Containers\\sandboxes\\[sessionId]\\logs.
    5. Contact support if the cause remains unclear.

Related

Users Are Unable To Launch More Than One Application At A Time ​

Problem

  • Users are limited to a single Remote Desktop Services session.

Solutions

  • Disable the Group Policy setting Restrict Remote Desktop Services users to a single Remote Desktop Services session on application servers.

Related

Applications Take A Long Time To Start During Profile Logon ​

Problem

  • Temporary profile creation is slow because roaming profiles or user profile disks load from the network.

Solutions

Related

Application Launches And Synchronization Is Slow ​

Problem

  • Antivirus or heavy CPU/disk usage slows launches and sync.

Solutions

  • Check hub and application servers for antivirus scans or high CPU/disk utilization and adjust schedules or exclusions.

Related

Applications Launch With Non-Tunneled Connections But Stall With Tunneled Connections ​

Problem

  • Tunneled traffic through the Broker is blocked or degraded, causing sessions to stay at starting/connecting.

Solutions

  • Review antivirus, load balancers, and proxies for packet filtering or whitelists that may block Turbo traffic.
  • Check device logs for blocked traffic and allow Broker traffic as required.

Related

The Service Is Not Available (NResult Error Code: -1) ​

Problem

  • RDS connection fails; rdpproxy.log shows NTLM negotiation errors.
12:20:15.569 000033fc [rdpNego         ] state: NEGO_STATE_FINAL
12:20:15.569 000033fc [rdpNego         ] Negotiated NLA security
12:20:15.569 000033fc [rdpNego         ] nego_security_connect with PROTOCOL_NLA
12:20:15.569 000033fc [rdpTls          ] TLS handshake started
12:20:15.632 000033fc [rdpTls          ] TLS handshake finished
12:20:15.632 000033fc [nla             ] SPNEGO failed with NTSTATUS: 80090302
12:20:15.632 000033fc [rdp             ] rdp err -2146893054
12:20:15.632 000033fc [rdp             ] unhandled -2146893054, returning generic fail
12:20:15.632 000033fc [rdpNego         ] Failed to connect with NLA security
12:20:15.632 000033fc [rdpConnection   ] Error: protocol security negotiation or connection failure -1

Solutions

  • Enable NTLM per the Network Security guidance so the RDS connection can negotiate successfully.

Related

Cloud HTML5 Client Launches Are Interrupted By A Reconnection Message ​

Problem

  • The HTML5 client reconnects repeatedly because the websocket closes unexpectedly.

Solutions

  • Increase the load balancer timeout above 30 seconds (recommend at least 60 seconds) so it exceeds the HTML5 websocket keep-alive interval. For Azure Application Gateway, adjust the Backend Request time-out.

Related

Websocket Tunnel Reconnection Error ​

Problem

  • The remote application tunnel fails after exceeding reconnection attempts.

Solutions

  • Verify the client can reach the application server; wait and relaunch if a network blip occurred.
  • Check that the Turbo.AppServer service is running.
  • Ensure the WebSocket is allowed through your load balancer or proxy. Test with:
// replace wss with ws if your domain does not use SSL
var ws = new WebSocket("wss://{domainUrl}/tunnelws/debug");
ws.addEventListener("open", (event) => {
  console.log("open", event);
  ws.send("connected");
});
ws.addEventListener("message", (event) => {
  console.log("message", event);
});
// see the messages

Finally close the WebSocket from the console:

ws.close()
// see the socket closed in broker logs

Related

Websocket Events Unauthorized ​

Problem

  • The events websocket cannot authenticate because the Portal session is missing or invalid.

Solutions

  • Log out and back into the Portal to refresh the session, then relaunch the app.

Related

Websocket Events Error ​

Problem

  • The events websocket connection cannot be established.

Solutions

  • Verify the Portal service is running and reachable from the browser, then retry.

Related

Session Creation Repo Not Found ​

Problem

  • The requested repository is missing on the Hub.

Solutions

  • Verify the repository exists on the Hub server. Manage repositories on the Administration site Hub page.

Related

Session Creation Session Not Found ​

Problem

  • The Broker cache does not contain the requested session.

Solutions

  • Relaunch the application to create a new remote session.

Related

Session Creation No RDP Hosts Available ​

Problem

  • No application servers are available or reachable.

Solutions

Related

Session Creation Bad Request ​

Problem

  • The launch request contains invalid arguments because the application configuration is missing or invalid.

Solutions

  • Review the application configuration for required parameters and retry the launch.

Related

Session Creation Configuration Error ​

Problem

  • The Portal is not configured with a Broker URL, so the session cannot be created.

Solutions

  • Set the correct Broker URL in the Portal configuration and retry the launch.

Related

Session Creation Unauthorized ​

Problem

  • Authentication failed because the Portal session is missing or invalid.

Solutions

  • Log out and back into the Portal, then relaunch the application.

Related

Session Creation Not Found ​

Problem

  • The Portal cannot reach the Broker service to create the session.

Solutions

  • Confirm the Broker service is running and reachable from the Portal.

Related

Session Creation Timed Out ​

Problem

  • The session request timed out because the Broker is slow or unreachable.

Solutions

  • Verify Broker availability and connectivity from the Portal, then relaunch.

Related

Session Creation Unavailable ​

Problem

  • The Broker service is restarting and cannot create sessions.

Solutions

  • Wait for the Broker service to finish restarting, then relaunch the application.

Related

Session Creation User Creation Failed ​

Problem

  • User creation failed during session provisioning.

Solutions

  • Check connectivity between the Broker service and the application server; verify the server is responsive. See Application Server troubleshooting.
  • Ensure the application server service account can create or update RDP user accounts.
  • Confirm the application server has valid RDP licensing.
  • Verify the Turbo Server service on the application server is running:
    • Start the service if it was stopped manually or failed after reboot because of slow resources.
    • If Group Policy prevents the service from starting, check for a corrupted C:\Windows\System32\GroupPolicy\Machine\Registry.pol, rename it, and run gpupdate to refresh. Event Viewer will show the exception below when this occurs:
Application: TurboServer-Service.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.IO.FileLoadException
   at Turbo.Server.Service.GroupPolicy.IGroupPolicyObject.OpenLocalMachineGPO(UInt32)
   at Turbo.Server.Service.GroupPolicy.ComputerGroupPolicyObject..ctor(Turbo.Server.Service.GroupPolicy.GroupPolicyObjectSettings)
   at Turbo.Server.Service.GroupPolicy.ComputerGroupPolicyObject+<>c__DisplayClass3_0.<SetPolicySettings>b__0()
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   at System.Threading.ThreadHelper.ThreadStart()

Related

Session Creation Error ​

Problem

  • The session cannot be created because of an unknown server error, often due to unavailable application or broker servers.

Solutions

Related

Launch Configuration Bad Request ​

Problem

  • Launch configuration is invalid because required arguments are missing.

Solutions

  • Review and correct the application configuration, then retry the launch.

Related

Launch Configuration Unauthorized ​

Problem

  • Authentication failed when creating the launch request because the Portal session is missing or invalid.

Solutions

  • Log out and back into the Portal to refresh the session, then relaunch.

Related

Launch Configuration Not Found ​

Problem

  • The Portal cannot reach the API service to create the launch request.

Solutions

  • Ensure the API service is running and accessible from the Portal server.

Related

Launch Configuration Timed Out ​

Problem

  • The launch request timed out because the Broker is slow or unreachable.

Solutions

  • Confirm Broker performance and connectivity, then relaunch the application.

Related

Launch Configuration Unavailable ​

Problem

  • The API service is restarting and cannot create launch requests.

Solutions

  • Wait for the API service to finish restarting, then try again.

Related

Launch Configuration Error ​

Problem

  • An unknown server error prevented the launch request from being created.

Solutions

  • Verify Broker and API service health, then retry. If the issue persists, contact support.

Related

Turbo Client Not Found ​

Problem

  • The Turbo Client is missing or misconfigured on the application server, so launches fail.

Solutions

  • Reinstall Turbo Server on the application server so the Turbo Client path is registered and contains turboplay.exe.
  • Ensure these registry keys exist:
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\TSAppAllowList\Applications\turbo]
"CommandLineSetting"=dword:00000001
"Path"="C:\\Program Files (x86)\\Turbo\\Cmd\\turbo.exe"
"turboplay"=""

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\TSAppAllowList\Applications\turboplay]
"CommandLineSetting"=dword:00000001
"Path"="C:\\Program Files (x86)\\Turbo\\Cmd\\turboplay.exe"
"turboplay"=""

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\TSAppAllowList\Applications\turbow]
"CommandLineSetting"=dword:00000001
"Path"="C:\\Program Files (x86)\\Turbo\\Cmd\\turbow.exe"
"turboplay"=""

Related

RDP Error Code Reference ​

The following are RDP logon or disconnection errors that can cause the connection to the remote application to fail. These error codes may be found in the Details section on the HTML5 launch error page.

disconnectReasonByServer ​

Problem

  • The server disconnected the session, often because the user lacks RDP permissions.

Solutions

  • Confirm the Windows user belongs to the Remote Desktop Users group:
  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Click on the Member Of tab and check that the Remote Desktop Users group is listed. User Properties Merber Of
  6. If the group is not listed, click Add and enter Remote Desktop Users, then click OK.

Related

disconnectReasonLicensingFailed ​

Problem

  • License negotiation failed because the RDS license is expired or invalid.

Solutions

Related

ERRINFO_RPC_INITIATED_DISCONNECT ​

Problem

  • An administrative tool disconnected the session.

Solutions

  • Check for admin actions or scripts that may have disconnected the user and relaunch if appropriate.

Related

ERRINFO_RPC_INITIATED_LOGOFF ​

Problem

  • An administrative tool forced a logoff.

Solutions

  • Identify administrative actions or scripts that triggered the logoff and address them before retrying.

Related

ERRINFO_IDLE_TIMEOUT ​

Problem

  • The idle session limit timer expired.

Solutions

  • Adjust Set time limit for active but idle Remote Desktop Services in Group Policy. Turbo Server defaults to 21600000 milliseconds. See Streaming.

Related

ERRINFO_LOGON_TIMEOUT ​

Problem

  • The active session limit timer expired.

Solutions

  • Update Set time limit for active Remote Desktop Services sessions in Group Policy (default 21600000 milliseconds). See Streaming.

Related

ERRINFO_DISCONNECTED_BY_OTHERCONNECTION ​

Problem

  • Another user connection forced the disconnection.

Solutions

  • Close existing sessions for the user and relaunch. Only one connection per user per application per application server is allowed.

Related

LOGON_FAILED_BAD_PASSWORD ​

Problem

  • Login failed because credentials are invalid or out of sync.

Solutions

  • For Ask/Kerberos, confirm the password is correct.
  • For temporary auth, restart the Turbo Server service on all Portal instances to clear cached credentials.
  • If the error persists, delete the temporary Windows account, restart Turbo Server services, and relaunch to recreate the user.

Related

STATUS_LOGON_FAILURE ​

Problem

  • The logon failed because of invalid credentials or mismatched temporary credentials.

Solutions

  • Ensure Turbo.AppServer is running; restart if needed.
  • Restart Turbo Server services on all Portals to clear cached credentials.
  • Delete the temporary Windows account, restart services, and relaunch to recreate the account.

Related

STATUS_PASSWORD_MUST_CHANGE ​

Problem

  • The user must change their password before logging on.

Solutions

  • Clear the User must change password at next logon requirement:
  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer ManagementComputer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the User must change password at next logon setting. User Properties

Related

SSL_ERR_ACCOUNT_DISABLED ​

Problem

  • The Windows account running the session is disabled.

Solutions

  • Enable the account:
  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the Account is disabled setting. User Properties

Related

SSL_ERR_ACCOUNT_LOCKED_OUT ​

Problem

  • The Windows account running the session is locked out.

Solutions

  • Adjust the Account lockout threshold Group Policy if needed:

Account Lockout Policy

  • Clear the lockout for the affected user:
  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer Management. Computer Management
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Uncheck the Account is locked out setting. User Properties

Related

SSL_ERR_PASSWORD_EXPIRED ​

Problem

  • The Windows account password has expired.

Solutions

  • Adjust the Maximum password age Group Policy if required:

Password Policy

  • To set the password to never expire:
  1. Log on to the application server.
  2. Open Server Manager and click on Tools > Computer ManagementComputer Management.
  3. From the Computer Management window, click on Local Users and Groups > Users.
  4. Right-click on the user that was listed in the HTML5 error details and click Properties.
  5. Check the Password never expires setting. User Properties

Related

Users Are Unable To See The HTML5 File Upload Explorer ​

Problem

  • The HTML5 file upload explorer does not appear because of incorrect login format.

Solutions

  • Instruct users to sign in with the correct format (for example, domain\\user or [email protected]) when prompted.

Related

The Server Denied The Connection ​

Problem

  • The launch fails because the Remote Desktop Connection Broker service is stopped or not fully initialized.

Solutions

  • Check Event Viewer under Server Roles\Remote Desktop Services for errors.
  • Start or restart the service after reboot or performance slowdowns, and ensure sufficient memory is available.

Related

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