WMS Teradici Troubleshooting

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    I found my Teradici service status notificaiton icon red in WMS.  I contacted Dell Pro support to resolve the issue.  After very brief troubleshooting, the recommendation from customer service representative was to reinstall WMS due to corruption in WMS install process.  Uninstalling WMS is not an option for my production environment, as all configuration would be lost with this recommendation, and cause disruption to all clients.  Maybe if there was a supported method to backup and restore WMS settings I would entertain this option.

    While troubleshooting on my own I came up with the following steps to troubleshoot WMS Teradici SDK.  It turns out issue was not caused by WMS, but rather a leftover VBScript registry setting from my previous Antivirus program. The recommendation from Dell Support to uninstall WMS would not have resolved this issue, as root cause would persist with new WMS install.

    WMS uses three components to start Teradici SDK.  The three components are a Windows service to launch a VBScript, a VBscript file that launches a batch script, and a batch script that launches a Java based Teradici SDK.  Not sure why three components are needed as opposed to just two components. I would think the service & either the VBscript  or batch script would be sufficient, but hey who knows.

    <span style=”text-decoration: underline;”>WMS Teradici Troubleshooting</span>

    1. Check to see if the Teradici SDK service is running(Steps below).  If SDK is not running then start the Teradici SDK Service and check to see if Teradici status has turned green(Steps below).   If status indicator turns green you can stop here.  If indicator remains red move to next section
      1. Check Teradic SDK process – look for a Java.exe process in Task Manager running as the account setup to run Teradici during WMS install. If  Java process is not running,  skip to third section below
      2. SDK WMS Functionality test – Navigate in WMS to Portal Administration > Teradici page. Check box next to Teradici server and clicking Edit server, and then test button.
    2. Check to see to see if Teradici SDK  is listening on port 49159 or port set for Teradici during WMS install(Steps below). If SDK is listening, ensure there is no restriction on communication between WMS and SDK by doing a telnet test (Steps below).  If nothing is listening on port 49159/or port specified during WMS install move unto next section
      1. Port listening Test – Run the following command
        1. Netstat -ano | findstr 49159
      2. Telnet test – On WMS server install telnet if not installed already.  Run the following command. Address can be replaced with IP address of Teradici server if not co-hosted on WMS server
        1. telnet 49159
    3. Run emdsdk64.vbs the same way Teradici SDK Service launches Teradici for WMS to see if any error(s) appear(Steps below).  If Dell decide to change the launch method outlined below, you can use Process Monitor to determine how SDK is launched. In my example account created is “teradici”.
      1. runas /user:teradici cmd
      2. Enter password for account
      3. Enter the following command in the new command window that appears
        1. C:\Windows\SysWOW64\cscript.exe “C:\Program Files\DELL\WMS\Teradici\emsdk64.vbs”
      4. Address any error that appears
        1. If you get an error that states “Can’t find script engine “VBScript” for script”, it is likely that registry key related to Vbscript was altered by Antivirus program. Follow step below at your own risk to address registry issue, ensure to backup registry key prior to making any changes. Reference first link below to change Default registry string in the following keys. The second key is what affects the launch of the SDK. If you get access denied when editing string, then follow second link to change permissions of InprocServer32 registry key
          1. HKCR\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32 – C:\Windows\system32\vbscript.dll
          2. HKCR\Wow6432Node\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32 – C:\Windows\SysWOW64\vbscript.dll
          3. https://techlogon.com/how-to-fix-the-error-cant-find-script-engine-vbscript-for-script/
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    Great one. Thanks a lot for sharing and all your input here.


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