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Application frozen and unresponsive (Access Hosted Clients)

I cannot use the application on the remote connection and it is frozen.

J
Written by Jes Foxall-Beckley
Updated over a month ago

Please raise a new case online and reference the title of this article.

Internal solution:

  1. On SalesForce, click on the link 'Customer Connections', this will take you to FocalPoint

  2. Under 'Customer Name' search for the customer, double click on the row when it comes up

  3. Click on the server tab and enter the IP Address for the relevant server into an Remote Desktop Connection, using the username CLOUD\Firstname.Surname (If you can't find these details the live applications server name is: prodpr040rds01.cloud.access.com)

  4. Load up Server Manager, and click on Remote Desktop Services, then Collections

  5. Under the Connections window, identify the user affected

  6. Right click and choose 'Disconnect'

  7. Right click again and choose 'Log off'


The affected user will now be able to log in as usual.
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​Note: If Collections does not show as an option, complete the following steps:

  1. From server manager select Manage.

  2. Select Add Servers.

  3. Click Find Now

  4. double-click relevant server

  5. Click OK

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