SSL Certificate renewal processes are a regular maintenance event we undertake across the RemoteApp & RDS Platform Infrastructure; the changes often result in a increase in support calls shortly after the event. Please review the following support information before opening a service ticket:
- Problem: End-Users who access our Hosted RemoteApp Platform using the RDS Web Browser Client (Using RemoteApps inside a browser session) receive a Certificate Thumbprint mis-match error.
- Problem: End-Users who re-use previously downloaded .RDP shortcuts from the Web Portal have trouble connecting to a RemoteApp Session - A typical scenario is when a end-user opens a previous downloaded .RDP file from their local Downloads folder which is signed with the now expired/old SSL certificate.
- ✅ Solution: Please clear/delete any .RDP files from your Downloads folder and re-visit the Web Portal to download the most up-to-date shortcut for the given RemoteApp. Old RDP files are likely still signed with the now expired SSL certificate and will not be valid when launching a new remote session due to a certificate mismatch from what is configured to secure new remote sessions.
- ✅ Solution: Please clear/delete any .RDP files from your Downloads folder and re-visit the Web Portal to download the most up-to-date shortcut for the given RemoteApp. Old RDP files are likely still signed with the now expired SSL certificate and will not be valid when launching a new remote session due to a certificate mismatch from what is configured to secure new remote sessions.
- Problem: End-Users who connect via shortcuts registered into their Start-Menu or Taskbar on Windows Operating Systems receive a connection error.
If you need further support please don't hesitate to contact us; either by logging a support ticket online at Submit Service Request or calling during business hours for support.
