Error message when you try to start an application or to update a Desktop Configuration Server in SoftGrid Client: "An unexpected error occurred. Error code: xxxxxx-xxxxxx0A-0000100C"

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Article ID: 930740 - View products that this article applies to.
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SYMPTOMS

In Microsoft SoftGrid Client, you may experience the following symptoms:
  • When you try to start an application, the application does not start. Additionally, you receive the following error message:
    The SoftGrid Client could not launch application_name.
    An unexpected error occurred. Please report the following error code to your System Administrator.
    Error code: xxxxxx-xxxxxx0A-0000100C
  • When you try to update a Desktop Configuration Server from SoftGrid Client Management, the operation is unsuccessful. Additionally, you receive the following error message:
    The SoftGird Client could not update desktop configuration information from the server server_name.
    An unexpected error occurred. Please report the following error code to your System Administrator.
    Error code: xxxxxx-xxxxxx0A-0000100C
Additionally, the following error message is logged in the SoftGrid Client log file (Sftlog.txt):
The SoftGrid client could not connect to stream URL 'protocol://server_name/path/file_name.sft' (FS status: xxxxxx0A-0000100C)
The client was unable to connect to a SoftGrid server (rc xxxxxx0A-0000100C)

CAUSE

This issue occurs when the SoftGrid Client communicates with the incorrect SoftGrid Virtual Application Server or Desktop Configuration Server port.

MORE INFORMATION

About the Virtual Application Server

The protocol, the server name, and the port of the SoftGrid Virtual Application Server are specified in the HREF attribute of the CODEBASE element in the .osd file as follows:
HREF="protocol://server_name:port
The default protocol is RTSP. The alternative protocol is RTSPS.

The default server name is %SFT_SOFTGRIDSERVER%. You must configure this environmental variable on the SoftGrid clients. This variable can be replaced with the host name, the DNS name, or the IP address of the server or of the load balancing device.

The default port is 554. Alternative ports include but are not limited to 332 and 443.

Examples of the HREF attribute are as follows:
HREF="rtsp://%SFT_SOFTGRIDSERVER%:554/DefaultApp.sft"
HREF="rtsps://%SFT_SOFTGRIDSERVER%:332/DefaultApp.sft"
If the protocol, the server name, or the port are not valid, the application will not start.

About the Desktop Configuration Server

You can specify the Desktop Configuration Server by using the host name, the DNS name, or the IP address of the server or of the load balancing device. To verify that the server and the port are correct, follow these steps:
  1. Click Start, point to All Programs, point to Administrative Tools, and then click SoftGrid Client Management.
  2. Click Desktop Configuration Servers.
  3. Right-click the server that is reporting the error message, and then click Properties.
  4. Verify that the server that is specified in the Host Name box is correct.
  5. Verify that the port that is specified in the Port box is correct.
If the server and the port are not valid, the update operation will be unsuccessful.

Troubleshooting

To troubleshoot the issues that are mentioned in the "Symptoms" section, follow these steps.

Step 1: Verify that the SoftGrid Virtual Application Server service is started

  1. Click Start, point to All Programs, point to Administrative Tools, and then click Services.
  2. In the Name column, locate SoftGrid Virtual Application Server.
  3. Verify that Started is displayed in the Status column.
  4. If the service is not started, right-click SoftGrid Virtual Application Server, and then click Start.

Step 2: Verify that the client can ping the host name, the DNS name, or the IP address

  1. Open a command prompt.
  2. Type ping SERVERNAME, and then press ENTER.

    For example, type ping %SFT_SOFTGRIDSERVER%.
  3. If the ping operation is successful, you receive the following message:
    Pinging SERVERNAME xxx.xxx.xxx.xxx with 32 bytes of data:
    Reply from xxx.xxx.xxx.xxx: bytes=32 time<1ms TTL=128
    If the ping operation is unsuccessful, you receive the following message:
    Ping request could not find host SERVERNAME. Please check the name and try again.
If the client cannot ping the server, a network-related issue is preventing the client from communicating with the server. You must correct the network-related issue before you can start an application. To do this, contact the network administrator.

Step 3: Verify that the client can telnet to the server name and to the port

  1. Open a command prompt.
  2. Type telnet SERVERNAME PORT, and then press ENTER.

    For example, type telnet %SFT_SOFTGRIDSERVER% 554.
  3. If the connection is successful, the Command Prompt window will appear to be blank. Press ENTER two times. You receive the following message:
    RTSP/1.0 400 Bad Request
    Server: Softricity SoftGrid Server/x.x.x.xxx [Win32; Windows NT x.x]
    Date: xxx, xx xxx xxxx xx:xx:xx xxx
    If the connection is unsuccessful, you receive the following message:
    Could not open connection to the host, on port 554: Connect failed
If the client can ping the server but cannot telnet to the server, verify that port traffic between the client and the server is not restricted by a firewall or by software. To do this, contact the network administrator.

Properties

Article ID: 930740 - Last Review: May 10, 2007 - Revision: 2.0
APPLIES TO
  • Microsoft SoftGrid for Terminal Services
  • Microsoft SoftGrid for Windows Desktops
Keywords: 
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