This page will try to list all reasons why you receive this error message and instructions on how to resolve it. If none of the mentioned reasons fit your case then please contact us at [email protected]

You should make sure that the client module of our product was installed on your local workstation from which you connect to your terminal server. TSPrint provides the TSPrint Client while TSScan provides the TSScan Client. It happens that third party computer/registry cleaners falsly delete required registry entries. Please reinstall the client installation if it was working before and stopped working after some time.

You also check if the following registry key is present:
- [HKLM_CURRENT_USER]\Software\Microsoft\Terminal Server Client\Default\AddIns\TSPrint

This registry key should contains the following value:
"Name"="C:\Program Files(x86)\TerminalWorks\TSPrint\TSPrint.dll"

Also check if the file exists to which this registry key points.

Our product were built by utilizing the API-s provided by Microsoft or Citrix. Third party RDP or Citrix clients often do no provide support for those interfaces. In case you receive the communication error message please try to connect to your terminal server using the standard tools as the MSTSC.exe RDP client of Microsoft or the Citrix Receiver. If those clients are able to use our product then please contact the vendor of your RDP client and ask them about support for Virtual Channels.

If using TSWeb, RWW or RDWeb it is sometimes necessary to tell the webserver to load our virtual channel DLL. To do this please follow the below steps:

1. Windows Server 2008/2008 R2
   Find and open C:\Windows\web\ts\web.config
   Search for the following line in that file:
   <add key = "xPrinterRedirection" value = "true" />
   Insert the following line below:
   <add key = "xPluginDlls" value = "TSPRINT.dll" />
   Save the file and restart your web server.
   
2. Windows Server 2003
   You need to edit the websites html file. On 2003 it should be by default in:
   C:\inetpub\wwwroot\tsweb\default.htm
   If you are missing that file please check your web server configration for more details.
   Now open that file and search for the following line:
   'Device redirection options
   Add the following line below the "Device redirection options" line:
   MsRdpClient.AdvancedSettings.
   PluginDlls = "TSPRINT.dll"
   Save the file and restart your web server.
   
3. Small Business Servers
   You need to edit the websites html file:
   C:\Program Files\Windows Small Business Server\Bin\webapp\Remote\tsweb.aspx
   If you are missing that file please check your web server configration for more details.
   Now open that file and search for the following line:
   'Device redirection options
   Add the following line below the "Device redirection options" line:
   MsRdpClient.AdvancedSettings.
   PluginDlls = "TSPRINT.dll"
   Save the file and restart your web server.
   

For SSL VPN devices such as SonicWall, StoneWare, Juniper, F5 Firepass, etc, these appliances must be configured properly to enable third-party plugin DLLs. For TSPrint and TSScan, there are two requirements to use these devices:

1. Clients must use the RDP ActiveX client (Terminal Services Advanced Client TSAC)
   
2. The appliance must be configured to enable the TSPrint plugin DLL, TSPrint.dll.
   (c:\program files(x86)\TerminalWorks\TSPrint\TSPrint.dll)
   

Most SSL VPN devices automatically publish an RDP clients that do not support all 3rd-party DLLs. Java clients are an example of RDP clients with limited support of 3rd-party DLLs. Note:<br>- Please contact the vendor to verify that the appliance is properly configured to support 3rd-party DLLs for MSTSC

More details for SonicWall can be found at: SonicWall Documentation

There are many third party RDP/Citrix alternatives. It really depends on the solution if our product will be supported. In this case please contact us and we will research if the product is supported by our solutions.