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Known Issues - RD App

Password Resets

Forgotten Password

  • At this time, Orchestrated users that have forgotten their password will need to ask Support for assistance in resetting it with a temporary password. Support will need to identify the Orchestrated user’s identity before providing access with a temporary password. Upon sign-in users will be prompted to create their own password.
  • Orchestra's IT team is researching a password reset tool for Orchestrated users to reset their own password via security questions and automation. No ETA at this time for such a portal.

Expired Password

  • Orchestra's IT team is researching a password reset tool for users to make new passwords before they expire. Scripted emails will be sent to users to alert them before their password expires and provide instructions to reset it at the password portal. No ETA at this time for such a portal.

 

RD App Issues/Bugs

Printing

  • Slow/Delay: “It takes a long time for a document to print (longer than printing other applications on the same printer). “
    • Cause: SAP B1 issue that is a future version fix candidate (SAP Note 1841159).
    • Solution: We are have found, and are testing, a resolution to this issue for Windows users.
    • Workaround: We suggest files are saved to user’s local computers and then printed to their local printer. See article: Save A File to your Local
    • Customer Impact: Not confirmed yet. Indications hint to all customers being affected
  • Images Bug: Customer logos and digital signatures do not print correctly when printed directly out of Orchestrated. Images are often filled in black and are unrecognizable
    • Cause: Orchestra's IT team is still researching.
    • Solution: There is no solution at this time.
    • Workaround: We suggest files are saved to user’s local computers and then printed to their local printer. See article: Save A File to your Local
    • Customer Impact: 4 customers have reported this bug so far. 

 File Browsing

  • Slow/Delay: Documents are taking 25+ seconds to download/upload from Orchestrated to local users’ computers. 
    • Cause: Orchestra IT is still researching. Currently believed to be limitation with RDP. Remote Desktop natively is not intended to be used for file transfers.
    • Solution: There is no solution at this time.
    • Workaround: There is no solution at this time. To save time, users should pin their destination directories to 'Quick Access'. This is a per-user, per-presentation server setting and may need to be set 5 or 6 times total.
    • Customer Impact: Not confirmed yet. Indications hint to all customers being affected

 Dropdowns

  • Bug: Dropdowns are failing to expand when clicked, can cause freezing of RDP session.
    • Cause: Unknown. Orchestra IT was not able to reproduce this issue in a customer environment with Test User accounts.
    • Solution: There is a secondary Remote Desktop client that solves the dropdown issue and freezing these users experience.
    • Workaround: Support can provide thorough documentation on the steps to install and use the secondary client. Please submit a ticket if you experience this issue.
    • Customer Impact: 4 customers have reported this bug so far. 

 General slowness

  • Issue: The time it takes to drill into documents with the yellow arrows or to load document after selecting has increased noticeably
    • Cause: Unknown. Orchestra IT was not able to reproduce this issue in a customer environment with Test User accounts.
    • Solution: There is no solution at this time.
    • Workaround: There is no solution at this time. On 5/6, Orchestra IT made several RDP optimizations on the terminal server.
    • Customer Impact: Not confirmed yet. Indications hint to all customers being affected
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