Error message when you start an application or update a Desktop Configuration Server in Microsoft SoftGrid: "The SoftGrid Client could not update desktop configuration information"

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Article ID: 930702 - View products that this article applies to.
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SYMPTOMS

When you start an application or update a Desktop Configuration Server from Microsoft SoftGrid Client Management, you receive the following error message:
The SoftGrid Client could not launch {application_name}.

The SoftGrid Client could not update desktop configuration information from the server {server_name}.

The requested name is valid and was found in the database, but it does not have the correct associated data being resolved for.
Error code: xxxxxx-xxxxxx2A-00002AFC
Additionally, the following error is logged in the SoftGrid Client log file (Sftlog.txt):
The SoftGrid client could not connect to stream URL '{protocol}://{server_name}:{port}/{filename}.sft' (FS status: xxxxxx2A-00002AFC). The client was unable to connect to a SoftGrid server (rc xxxxxx2A-00002AFC)

RESOLUTION

You receive an error message when you start an application

To troubleshoot this problem, follow these steps:
  1. Verify that the protocol, the server name, and the port are correct. If these items are incorrect, the application will not start. The protocol, server name, and port are specified in the HREF attribute of the CODEBASE element in the .osd file.
    HREF="protocol://server_name:port"
    The default protocol is Real-Time Streaming Protocol (RTSP). The alternative protocol is RTSPS.

    The default server name is %SFT_SOFTGRIDSERVER%. This environment variable must be configured on the SoftGrid clients. This variable can be replaced with the host name, with the DNS name, or with 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. The following is an example of the HREF attribute.
    HREF="rtsp://%SFT_SOFTGRIDSERVER%:554/DefaultApp.sft"
    
    HREF="rtsps://%SFT_SOFTGRIDSERVER%:332/DefaultApp.sft"
    
  2. If the protocol, the server name, and the port are valid, verify that the SoftGrid Virtual Application Server service is started. To do this, follow these steps:
    1. From Administrative Tools, start Services.
    2. Locate SoftGrid Virtual Application Server in the Name column.
    3. Verify that the Status column reports Started.
    4. If the service is not started, right-click SoftGrid Virtual Application Server, and then click Start.
    5. If the service cannot start, search the Softricity Knowledgebase for an error message.
  3. Verify that the client can "ping" the server name. To do this, follow these steps:
    1. Open a Command Prompt window.
    2. Type ping SERVERNAME PORT, and then press ENTER. For example, type ping %SFT_SOFTGRIDSERVER%. If the PING command is successful, you receive the following message:
      Pinging SERVERNAME xxx.xxx.xxx.xxx with 32 bytes of date:
      Reply from xxx.xxx.xxx.xxx: bytes=32 time<1ms TTL=128
      If the PING command is unsuccessful, you receive the following message:
      Ping request could not find host SERVERNAME. Please check the name and try again.
    If you receive this message, a network-related issue may be preventing the client from communicating with the server. The network-related issue must be corrected before an application can be streamed. In this case, contact a network administrator.
  4. Verify that the client can use the telnet command to communicate with the server and with the port.
    1. Open a Command Prompt window.
    2. Type telnet SERVERNAME PORT, and then press ENTER. For example, type telnet %SFT_SOFTGRIDSERVER% 554. If the connection is successful, the window will be blank. In this case, press ENTER two times. You will 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 will receive the following message:
      Could not open connection to the host, on port 554: Connect failed
  5. If the client can "ping" but not "telnet" to the server, verify that port traffic between the client and the server is not restricted by a firewall or by other software. To do this, contact a network administrator.

You receive an error message when you update a Desktop Configuration Server

To troubleshoot this problem, follow these steps:
  1. If the server name is incorrect, the update will fail. To verify the host name of the server, follow these steps:
    1. From Administrative Tools, start SoftGrid Client Management.
    2. Click Desktop Configuration Servers.
    3. Right-click the server that is reporting the error code, and then click Properties.
    4. Verify that the server name that is specified in Host Name is correct.
  2. If the server name is correct, verify that the client can "ping" the host name. To do this, type ping Server_name, and then press ENTER. If the PING command is successful, you receive the following message:
    Pinging SERVERNAME xxx.xxx.xxx.xxx with 32 bytes of date:
    Reply from xxx.xxx.xxx.xxx: bytes=32 time<1ms TTL=128
    If the ping is unsuccessful, you receive the following message:
    Ping request could not find host SERVERNAME. Please check the name and try again.
  3. If the client cannot "ping" the server, a network-related issue may be preventing the client from communicating with the server. The network-related issue must be corrected before an application can be streamed. In this case, contact a network administrator.

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Article ID: 930702 - Last Review: March 8, 2007 - Revision: 2.1
APPLIES TO
  • Microsoft SoftGrid for Terminal Services
  • Microsoft SoftGrid for Windows Desktops
Keywords: 
kbexpertiseinter kbtshoot KB930702

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