You may see the following error when trying to connect to the hosted remote access of Orchestrate:
"There was a problem connecting to the remote resource. Ask your network administrator for help"
You can resolve this by correctly closing your Orchestrate session and reconnecting. Follow the steps below to get started.
Close the Orchestrate session
To close Orchestrate correctly, you need to send a command to the server to shut the application down from within the remote session.
Press CTRL + ALT + END on the keyboard to bring up a blue screen.
Click Sign Out.
This will correctly end the user session in the hosted cloud environment.
Reconnect to Orchestrate
Once you have signed out, you can open a fresh session of Orchestrate.
Open and log into the cloud session. This will provide a fresh new instance of Orchestrate.
If the error persists, close the session and wait approximately 10 minutes before trying again.
⚠️Important: If the issue is only affecting one user, ask your IT team to check that the latest Windows and security updates have been installed on the affected machine. If the laptop is old, a new machine may be required.
If the above steps do not resolve the issue, please raise a new case online, referencing the title of this article, and a member of our support team will be able to help you further.