Troubleshooting

If an error occurs, check the following:

1. The thin client is turned on.
2. The thin client is connected to the network.
3. The correct IP address or server name, user name and password were entered when connecting to the remote desktop.

If you are unable to resolve the error, please contact Technical Support. If necessary, Technical Support experts may ask you to provide system information and/or the event log.

Disconnecting from a remote desktop

If you encounter an error that causes Kaspersky Thin Client to disconnect from a remote desktop, the remote desktop screen closes and shows a message with the malfunction reason.

To resume operation on the remote desktop:

1. Close the error message.
2. Try to connect to the remote desktop.
3. If the connection fails, restart the thin client and try to connect to the remote desktop again.
4. If a connection still cannot be established, please contact your enterprise administrator to fix any physical issues that could be causing Kaspersky Thin Client to disconnect from the remote desktop.
5. If the physical connection is good but you still cannot connect to the remote desktop, please contact Technical Support.

Incorrectly entered data

Prior to initiating a remote desktop connection, Kaspersky Thin Client verifies that the following user-entered data is correct:

• IP address or server name
• user name
• password

If the format of the entered data differs from the data format expected by the system, an invalid data error is displayed in the lower part of the remote desktop connection window.

There may be multiple errors, in which case you need to move your cursor over the message in the lower part of the remote desktop connection window to view the entire errors list in a tooltip window.

To connect to the remote desktop:

1. Enter the correct IP address or server name, user name, and password.
2. If you are sure that you correctly entered the user name and password but an error is still displayed when you try to connect, make sure that you enter the correct name or IP address of the server to which you want to connect.

Testing the network connection

To test whether the thin client is connected to the network,

View the

status of Kaspersky Thin Client connections to the network and to Kaspersky Security Center

• Not connected to the network. Kaspersky Thin Client is not connected to the network.
• Not connected to the network: IP address not configured. Kaspersky Thin Client is not connected to the network, you must configure the connection settings.
• Connected to the network. Kaspersky Thin Client is connected to the network.
• Connected to Kaspersky Security Center. Kaspersky Thin Client is connected to Kaspersky Security Center.
• Not connected to Kaspersky Security Center. Kaspersky Thin Client is not connected to Kaspersky Security Center, you must configure the connection settings.