I wanted to see if any other organizations have been getting a blue error message pop up telling them there is an issue with their Remote Desktop License and that they will be kicked out soon and any new sessions will be restricted to 60 minutes. It started in early October and was fairly rare and sporadic, mostly just 2 to 3 users and only every few days or weeks. But yesterday, all but 1 of our Ticket Office staff got the error and was subsequently kicked out. They can log back in but its very inconvenient if they are in the middle of an order or if we are busy.
Someone from the University's Tessitura Group suggested it might be a citrix issue and I did find an article from their website related to this issue: https://support.citrix.com/article/CTX460004/remote-desktop-license-issue-with-rds-per-device-cals. We haven't had time to test anything out and anything we do test, its hard to tell if the solution sticks because some days we don't see it and others we see it a lot. So if anyone has seen this pop up and found a solution, we'd love to hear about it.
We've been having increasingly frequent problems with this. Two of my box office staff are having this happen multiple times a day, despite a ticket with the helpdesk that now dates from October (!!!) and has dozens of instances. Each time, the helpdesk "resets" the user, and recently, the problem occurs again within a couple of hours. It's becoming increasingly difficult for our ticket agents to do their jobs, and the help desk seems unable to help beyond temporary remediation. Have any other hosted organizations found a solution for this? We're ready to try almost anything to ensure our ticket agents can get through a day without being kicked out of the system multiple times.
It's still sporadic for us, but it finally happened to me, myself, recently. In the ticket I mused if we were maybe hitting up against our number of concurrent users limit, and all I really got back was something to the effect of "thanks for your patience, we're definitely trying to solve this."
That's an interesting thought. It cropped up again for some of our users last week, but I haven't heard about how it went yet. We've been sitting close to our assigned user cap, but I haven't looked at our concurrent user reports lately.
thanks for reminding me of that report - I just ran it for the day it happened to me, and... while our average number of concurrent users was fine, at one point during the day we did go *just* over. hmm...
It's not related to the concurrent users, as we're not near our limit.. Last week was awful, with several ticketing personnel needing their accounts reset multiple times per day. We'll have to see what this week brings, but even the support escalation team hasn't been able to offer anything positive, so I'm not optimistic. All very frustrating.
We got ours fixed (not sure how, but it works so far), but in case it breaks again...what is this "Concurrent User" report?
We had this issue not too long agao as well. We also thought that we were hitting the concurrnet limit. Running the COncurrent user report therre were like 3 days in past 60 days that we just went over. We reached out to support and found out that it really is an issue with Citrix. Either the version needs upgraded, or Tessitura suport has to reset the session.
Chelsea, it is a report that can be ran from Tessitura that gives you average number of log ins per day over a peroid of time.
It is under Misc. Concurrent User Report, (in 15.2.36)
From Support:
Thank you for reaching out with this! This specific pop up "Remote Desktop License Issue" is actually related to the user's Citrix profile and in no way reflects the organization's concurrent user settings.
To remedy this, we can reset the Citrix Profile for users receiving this error. If this is something you would like to move forward with, we will need the names or usernames of those who have received this pop up and we can make the necessary adjustment to their account! Please note, we will need them to be logged out to do so.