Troubleshooting

If you are having difficulty connecting to a Wood NEXUS IC cloud instance via RemoteApp, the problem may be your corporate firewall. Try connecting from a device not connected via the corporate internet connection, and not running corporate software that may interfere with the connection. For example, try connecting from home via a personal computer, or try connecting from your smartphone via the phone network.

If the corporate infrastructure is blocking the connection, note the following:

  • RemoteApp requires client access to port 443.

  • If you or your IT department have set policy “Network security: LAN Manager authentication level” away from its default, you must set this back, via domain policy or Local Security Policy (secpol.msc). Under Local Policies ‣ Security Options ensure that Network security: LAN Manager authentication level is set to “Not Defined” or “Send NTLMv2 response only”.

    _images/general.saas.ntlm.png

  • Deep-packet inspection and modification tools may prevent connections from completing, for example if they find an RDP connection inside an HTTPS stream and decide to rewrite it. See diagram below for the steps involved behind the scenes in an Azure RemoteApp connection:

_images/general.saas.troubleshooting.png

See also: NEXUS IC, IC-Web & IC-Inspector SaaS logins.