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.
Thanks for confirming, Jesse!
Thanks, Kathleen. Will watch for your ideas board post!
Tessitura responded to my ticket about the error message and it seems they are linking it to the reported outage, and they also acknowledged loss of access to self service. Hope this helps.
This is helpful, Michael, thank you!
Ah well, it's come for me at last.
Direct from my ticket:
"The Remote Desktop License pop-up and Invalid OTP errors reported by some users in the hosted cloud environment has been identified, and we are working to resolve it. We will continue to update as we have further information."
From our resolved ticket: "We have isolated the issue in the cloud environment and a fix has been implemented. If you or your users were affected by the "Remote Desktop License" or "Invalid OTP" messages please clear your web browser's history, cache, and cookies for at least 7 days (or use an Incognito window) before logging in again."
I'm pinging this thread since one of our users just reported seeing this pop-up again today (January 4, 2024) - already opened a ticket with Tessitura support since it ended up presaging a wider service incident the last time it appeared on December 4 of last year. So far only one user here has reported it, so hopefully we can nip it in the bud early if it is starting to appear again.
I have also had my first report of it just now...
also interesting (or coincidental) that it's literally one month apart?
Good catch on the timing! Our user who reported it is not really a daily active user, so I also wondered if she was seeing the pop-up just as a remnant of the December issue and not anything new, but the fact it re-appeared at your org too sort of belies that.
Tessitura support wrote back that they adjusted her account and requested the usual cycle of logging out and clearing browser history/cache/cookies. So far no one else has reported seeing it, fingers crossed it stays that way!
I literally just had it happen to me yesterday, and it's been about a month. LOL
Same thing happened to a bunch of our staff recently. Had to open a support ticket and they were able to undo whatever happened (for us it was something wrong with our server).
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."