Tess via RemoteApp (Remote Desktop Services)

Hi Jon,

We have been using Tessitura v11 on RDS since we went live on that version, and it has been working well for us overall. In regards to the crashing issues… One thing we did notice is that we’d often have jscript9.dll crashes when using IE 9.  We downgraded to IE 8, which helped a little bit, but crashes still continued – just a different DLL. After a lot of troubleshooting with Tessitura, we found that this resolved the majority of our crashing issues:

1.       Go to System Properties à Advanced System Settings

2.       Click on the Settings button in the Performance section.

3.       Go to the Data Execution Prevention tab.

4.       Add Tessitura.exe from the client folder users are using.

If that doesn’t seem to help and the crashes you are getting seem to be browser-related, you may want to try adding IE.exe in there as well.  I’m not 100% certain, but that could decrease security if you do that. This did not eliminate all crashes for us… We still have a few intermittent ones, but we went down from multiple crashes per day to maybe 2-3 per week.

In regards to the credit card transactions… Are you using Transcend or Element? In regards to printing… We use all local printers with TCP/IP ports and do not go through another print server for anything. I’d prefer not to do that, as we then have to add/change printers on both RDS and our main print server, but it was set up that way a long time ago back on our old 2003 terminal server; I hesitate to change and risk introducing issues.

I hope that helps.

Thanks,

David

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Harrison
Sent: Tuesday, October 15, 2013 9:30 AM
To: David Frederick
Subject: [Tessitura Technical Forum] Tess via RemoteApp (Remote Desktop Services)

Hi all.  We implemented Tess v11 via RDS (Windows Server 2008 R2 with SP1 and all available Windows Updates) a few months ago.  Though for the most part it's working well there are definitely some issues still lingering or causing problems for end-users, both internal and external (consortium members).

I'm just wondering if any of you doing the same thing (using RDS to deliver Tess) have run into any of the same issues we're seeing.  These include:

Credit card transactions timing out and needing to be rerun (swiped again)

Tess crashing upon login

Tess crashing after running okay for a few minutes

Various printer/printing problems

These may not be all the issues we're seeing but they're the ones I can think of right now.  Anyone else hosting Tess via RemoteApp/RDS and seeing, or have seen and resolved, these types of issues?

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Hi Jon,

We switched from Transcend to Element, which has worked out great for us. Overall it has performed better and has been more reliable, although I do not recall having time-outs like you are describing on a regular basis when we were using Transcend. You may want to open a ticket on the CC time out issue.

I need to clarify regarding printers… Pretty much all of our printers are network printers. Rather than print through a print server, we actually define each printer locally on the RDS server – essentially it becomes its own print server. I’m not necessarily suggesting that is the recommended setup; in fact, I’d prefer to move away from that. But, testing out a printer or too with a local setup via a TCP port rather than going through the print server might be a useful troubleshooting step depending on what issues you are experiencing.

Thanks,

David

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Harrison
Sent: Tuesday, October 15, 2013 10:16 AM
To: David Frederick
Subject: RE: [Tessitura Technical Forum] Tess via RemoteApp (Remote Desktop Services)

Hi David.  Thanks for the reply and the information.  I'll give your idea about putting the Tess exe in the DEP tab a try.  Hopefully it'll cure an ill or two.  8)

Regarding the occasional credit card transaction issue, we are using TranScend.  How about you?

I don't know what percentage of our printers are on a print server(s) versus locally attached, but I'd say our entire consortium probably has them all locally attached (that's an assumption).  Internally most of our printers, boca and otherwise, are running through a print server with a little more than a handful being locally attached.

Not sure if this will help, but I found this presentation at the conference pretty informative.  Covered alternatives to Windows terminal services (i.e.- 2x), methods of printing and other tidbits. 

http://www.tessituranetwork.com/tlcc/2013/Presentations/12-N_Implementing_Terminal_Services.pptx

We do use Remote Desktop for our Miami location – they connect to our network and Tessitura all day long.  There are sometimes connectivity issues but unrelated to Tessitura I believe.  They don’t print tickets but I do know printing can be the most challenging thing in this environment.  So, I plan to experiment with some other methods shown in the presentation.  And I want to try them at our remote location Blossom Music Center, where we DO sell tickets!! 

…Dave

What about random Tessitura disconnects, random Tessitura log offs, Tessitura freezing when looking at any given report?  Has anyone here experienced these types of issues when serving Tessitura to the users via RemoteApp (Remote Desktop Services)?  We are still seeing this happen randomly to users, though admittedly mostly external (consortium) users.

Hi Jon,

Right now, people log on to RDS directly, although we will be testing out some other methods – including RemoteApp. We have a little over 200 active Tessitura users; however, we never have that many on at the same time. Right now, we have 46 users with active sessions on our RDS server.

Thanks,

David

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Harrison
Sent: Monday, October 21, 2013 6:59 AM
To: David Frederick
Subject: RE: [Tessitura Technical Forum] Tess via RemoteApp (Remote Desktop Services)

Hey David, you said you use RDS to serve Tessitura to our user community.  Are you using the RemoteApp feature or letting your users remote desktop into your RDS server?  How many users do you have?

Hi Jon,

Yes, they establish a remote desktop connection to log on to the terminal server. We have a simple menu script that they then use to choose the Tessitura environment (i.e. live, test, etc). It’s a method we will likely be retiring at some point in the next year or two.

Thanks,

David

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Harrison
Sent: Monday, October 21, 2013 10:51 AM
To: David Frederick
Subject: RE: [Tessitura Technical Forum] Tess via RemoteApp (Remote Desktop Services)

Hi David F.  So right now your employee's aren't accessing Tessitura via a RemoteApp?  Are they actually using Remote Desktop Connection to log into the terminal server and get a desktop then double-click a Tessitura icon to run the application?