Troubleshooting Remote Session Launchers
Below is some information and links that may help identify why sessions will not connect.
Client Based Launcher Troubleshooting Steps
Issue:
When using the Client Based Launcher, and clicking the Auto Launch button, nothing happens
Fix 1:
This could be due to a few different reasons:
- The Client Based Launcher is not installed
- The Browser has not been configured to work with Passwordstate
- Browser Pop up is blocking Passwordstate from launching a session
This video explains how to address all three issues mentioned above: https://www.youtube.com/watch?v=A12eHSaGw4c
Issue:
With the Client Based Launcher, the browser configuration page does not have a “Remember this Choice” to always open PSLauncher files, and hence the session will not initiate
Fix 2:
This issue is present in Chromium based browsers and was introduced in Chromium build 77. A fix for this can be deployed via Group Policy, or manually editing the registry on the local machine.
Issue:
Client Based Launcher will not connect to remote machine
Fix 3:
Enabling debugging for the Client Based Launcher, and attempt to launch another session. A log file will be created for you which will help understand why the session wasn’t established. If needed, send this log file to Click Studios Support for analysis.
Please contact Click Studios support to get instructions on how to enable debugging.
Issue:
Client Based Launcher will not connect to remote machine, error is “The server's authentication policy does not allow requests using saved credentials. Please enter new credentials"
Fix 4:
See this KB Article for a fix for this issue: Client Based Launcher Failed Connections
Browser Based Launcher Troubleshooting Steps
Issue:
The gateway Service will not start. This is usually caused by one of three things:
- The certificate in the Gateway install folder is not named correctly. It should be called Passwordstate.pfx
- The certificate in the Gateway install folder has expired
- The encrypted Password for the certificate is set incorrectly in the gateway.conf file
Fix 1:
You could try reinstalling the gateway again, as this will effectively repair the gateway, and automate assigning a new certificate. Below are the installation instructions for the Browser Based Gateway:
Installing Gateway on Passwordstate Web Server
Installing Gateway on a Separate Server
Installing Gateway on Remote Site Location
Fix 2:
If you would prefer not to reinstall the gateway, you can try manually exporting your certificate from your Passwordstate web server, by following this documentation - Exporting Certificate from Passwordstate Server
Then to encrypt the certificate password, follow this KB Article: How To Encrypt The Certificate Password For Use With The Browser Based Gateway
Issue:
The Browser Based Gateway is installed and the service is running, but sessions will not connect.
Fix 3:
Ensure that your desktop machine where you are initiating sessions from, has direct access to the Gateway service/server. By default, port 7273 is the port that needs to be open unless otherwise modified.
Fix 4:
The gateway may generate some error codes, which you’ll find in Passwordstate Administration under the Error Console. A list of these error codes can be found here: Error Codes For The Browser Based Remote Session Launcher
Fix 5:
The Browser Based Gateway does have verbose logging which can be sent to Click Studio Support for analysis: enabling verbose logging for the browser based remote session launcher