Error Record: AppPortal, AppPortal apps

Objective

User

  • Miami University Staff, Faculty

Environment

  • 10711: Remote Desktop Services (RDS)
    • Microsoft Remote Desktop (version 10.2.8)
    • RemoteApp and Desktop Connections
  • 10673: AppPortal Applications
    • Banner, Blackboard, CEC-ChemCad, CSE 148 Desktop, EHS-SPSS, Kronos, Milestone, MyMicros/EMS, Office - UIT, PFD, POL-Stata, STA-SAS, Titanium, TSR Utilities, ULB - SAS/STATA/ARES, WebFocus
  • AppPortal (Miami Resources RemoteApp and Desktop Connections)
  • macOS
  • Windows

Error + Resolution

Error Message Error 0x50000002 User account is not listed in the remote desktop gateway. You might have specified the remote PC name in remote netbios format. But the gateway is expecting a fdqn or ip address
Affected User / Action
  • Miami University user receives this error message when attempting to access Banner or Kronos using the AppPortal on macOS
  • AppPortal crashes when using Banner 8, Kronos
Cause Version 10.2.8 of Microsoft Remote Desktop for macOS has changed behavior and is preventing connections to certain protected applications in Miami's AppPortal
Resolution
  1. Quit Microsoft Remote Desktop, if it is running
  2. Follow these KB instructions to install an older version of Microsoft Remote Desktop (10.2.7) from Miami's JAMF Self Service
  3. If you do not have the Self Service app on your University Mac, follow these KB instructions to install Jamf Pro (Casper) Self Service on a Mac 
 
Known Bug AppPortal apps are fuzzy or distorted in macOS display
Affected User / Action Miami University user encounters this known bug when using the latest version of the Remote Desktop Client for macOS and your dock is positioned on the side of your screen
Cause A bug in the latest version of the Remote Desktop Client for Mac causes distortions in AppPortal apps, if your dock is on the side of your screen
Resolution
  1. Select the Apple menu
  2. Select System Preferences
  3. Select Dock
  4. Select the radio button for Bottom
  5. Select the red button in the top left-hand corner to close System Preferences
  6. Try logging in to AppPortal again
 
Error Message Remote Desktop cannot connect to the remote computer appportalbroker.miamioh.edu....
Affected User / Action Miami University user receives this error message when trying to access an AppPortal app via Remote Desktop Services (RDS) in Windows
Cause Your Active Directory permissions are incorrect
Resolution
  1. Select Start and enter Control Panel in the search field
  2. In the Control Panel, double-click on RemoteApp and Desktop Connections
  3. In the most recent update field, click View details
  4. Select Update now
  5. If prompted for login, enter your Miami credentials as follows:
    • Your username in the format IT\<UniqueID>
    • Your MUnet password          
  6. Click OK in the lower portion of the window
  7. If you are still unable to connect, contact IT Help at 513-529-7900 to report the issue
Associated Procedure Resolution (Help Desk / Full-time Support Desk)
 
Common Errors (Windows)
  • AppPortal Miami Resources folder is empty
  • Resources in Remote Desktop Services read as Empty
  • Applications in the Remote Desktop Services are lagging/running slowly
  • Unable to access Kronos via RemoteApp (AppPortal)
  • I  have an error when running Native Banner through AppPortal
  • I cannot access Banner in AppPortal
  • The Java load screen hangs
  • Banner hangs when I try to access it with RemoteApp
Affected User / Action Miami University user encounters this error or issue when trying to access an AppPortal app via Remote Desktop Services (RDS) in Windows
Cause Remote Desktop Service update failed or your AppPortal settings are out-of-date
Resolution
  1. Select Start and enter Control Panel in the search field
  2. In the Control Panel, double-click on RemoteApp and Desktop Connections
  3. In the most recent update field, click View details
  4. Select Update now
  5. Wait for the confirmation of update completed
  6. If prompted, enter your Miami credentials as follows:
    • Your username in the format IT\<UniqueID>
    • Your MUnet password
  7. Click OK in the lower portion of the window
  8. Restart your computer and try accessing the AppPortal app again
 
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Details

Article ID: 23826
Created
Mon 1/30/17 9:40 AM
Modified
Wed 7/22/20 9:45 AM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.