Overview
This article explains common reasons why a workstation is unable to establish a successful remote desktop connection to their Pacific Solutions Hosted Server.
The selected user credential requires that local smart card and 'Windows Hello for Business' devices be made available to the remote session.
Cause: the incorrect credentials are being used to access the Pacific Solutions hosted server.
Solution 1:
- Locate the RDP shortcut file (usually on the workstation desktop).
- (Windows 10 Users) Right click on the RDP shortcut file > Edit
(Windows 11 Users) Right click on the RDP shortcut file > Show More Options > Edit - Go to the General tab
- Under Logon settings, update user name with the user name provided by Pacific Solutions (usually through 1Password or Zoho Vault). The username follows this format:
FirstNameInitialLastName@apps.pacsol.cloud
Reminder: your Fortinet VPN/Windows RDP credential is NOT the same as your JobRunner/FloorManager ERP credential. - Tick the Allow me to save credentials box.
- Under Connection settings, click the Save box.
- Re-attempt connecting to your Pacific Solutions hosted server again.
Solution 2 (try only if Solution 1 does not work):
- Locate the RDP shortcut file (usually on the workstation desktop).
- (Windows 10 Users) Right click on the RDP shortcut file > Edit
(Windows 11 Users) Right click on the RDP shortcut file > Show More Options > Edit - Go to the General tab
- Under Logon settings, change the format of the username.
Instead of using the e-mail style username provided (usually through 1Password or Zoho Vault): FirstNameInitialLastName@apps.pacsol.cloud,
use a domain style username: apps.pacsol.cloud\FirstNameInitialLastName instead.
Reminder: your Fortinet VPN/Windows RDP credential is NOT the same as your JobRunner/FloorManager ERP credential.
- Tick the Allow me to save credentials box.
- Under Connection settings, click the Save box.
- Re-attempt connecting to your Pacific Solutions hosted server again.