Notice: the update of anti-virus software (Quick Heal, Seqrite) caused remote desktop users unable to login

Recently, vCloudPoint has been reported by Indian customers that remote desktop users failed to login after they updated the anti-virus software, Quck Heal or Seqrite, on the vMatrix host. vCloudPoint technical team confirmed this issue and suggests vCloudPoint customers, who are recently planning to update anti-virus software, take preventive measure before updating.

Known Anti-virus software: Quck Heal, Seqrite are known anti-virus software whose recent update will cause the issue. There is possibility with some other anti-virus software.

Cause: After update, the anti-virus software mistakenly deleted Windows terminal services file. Terminal Services (also known as Remote Desktop Services) is a Windows core service providing the ability to host multiple, simultaneous client sessions. Terminal Service is the fundamental pass-through of vMatrix Host Service and vMatrix Daemon Service for connecting client users to their desktop sessions. If Terminal Service is not functional, connections between the client users and the desktop sessions cannot be established.

Preventive Measure: Add vMatrix Server Manager to the white list of the anti-virus software.

Post Solution: If you have already updated the anti-virus software and are having the problem, the only way to fix it is to repair the Terminal Services file or re-install the Windows system.

For further technical support, please contact our support team at [email protected].



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