Communication Error

Communication Error

A client communication error has occurred. Please check if you have the TSPrint Client installed. This error can also show up if you are using third party RDP client or server. Please contact our support department for more help.


Quick Steps

1.) If you are currently on your remote desktop server log out and on your local workstation go to:


2.) Once on your client machine download the client installation package for the product you are using:

If you are using TSPrint download the TSPrint client::

TSPrint Client

Download

Version:
2.0.3.6

If you are using TSScan download the TSScan client:

TSScan Client

Download

Version:
2.9.0.3


3.) Make sure all remote desktop connections are closed. Start the installation of the downloaded package. Follow the onscreen instruction of the installation.


4.) Once the installation is finished reconnect to your remote desktop server and try to print or scan again.


If that didn't resolve your issue please contact our support department using one of the following methods:

Call us at

Phone:
+14077451844

Send us an E-mail

Chat with us

For chat, click on the chat area in left bottom corner of this page.
Telephone support available from 10 AM till 10 PM CET


Advanced Information for IT professionals

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 support@terminalworks.com.

Client Installation

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.

RDP/Citrix Client

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

Remote Desktop via Web

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.

NOTE: Please replace "TSPRINT.dll" with "TSSCAN.dll" if you are using TSScan.

Now copy the TSPRINT.dll (or the TSSCAN dlls) from:
C:\Program Files(x86)\TerminalWorks\TSPrint
to:
C:\Windows\System32 and C:\Windows\SysWOW64 if present. This should be done on your local workstation.

Firewall/SSL/VPN

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:
- Please contact the vendor to verify that the appliance is properly configured to support 3rd-party DLLs for MSTSC
- 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

RDP/Citrix Servers

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.




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