Possible reasons for not logging into remote desktop

The most common reasons for not beeing able to log into the remote desktop and displaying the „Return to Comarch remote desktop” (Powrót na pulpit zdalny Comarch) window are:

Incorrect handling of transport protocol in Windows 10 and 11

In a few cases, the transport protocol is not handled correctly in Windows 10 and 11. The solution to this is to add the registry entry below, which will force the system to properly configure.

1. Click the right mouse button on the Start menu – Run command (or pressing the Windows key and the letter R simultaneously)
2. In the Run window, enter regedit and press OK (or the enter key)
3. Go to HKEY_CURRENT_USER \ Software \ Microsoft \ Terminal Server Client
4. With the Terminal Server Client branch selected in the right window, right-click and select New – DWORD (32-bit) value
5. Modify the name of the new key to: RDGClientTransport and set the value to 1.
6. Close the registry editor.

Caution
After adding the entry, the Comarch ERP Optima SaaS application must be restarted.

Incorrect protocol handling in Windows 7 and 8

In order to increase security, Comarch has implemented additional protection for establishing a connection with terminal services. When Comarch ERP Optima SaaS is launched on Windows 7, the connection to the remote desktop may initially fail due to improper protocol handling. In this case, install the Microsoft – EasyFix, patch, and then verify that all system updates in Windows Update (Control Panel) are installed. Only then you can check whether logging in to the remote desktop takes place correctly. In the case of Windows 8, it is necessary to update the system to Windows 8.1.

Caution
From March 1, 2022, we do not support Windows 7, Windows 8 and Windows 8.1

Blocked 3389 port for connection with Comarch servers

TCP 3389 wykorzystywany przez protokół RDP może być blokowany na urządzeniach sieciowych klienta. Można to sprawdzić wykonując w wierszu poleceń:

The TCP 3389 used by the RDP protocol can be blocked on the user’s network devices. You can check this by running on the command line:

telnet ts1.online.comarch.pl 3389

If the connection is not established, it means that the client has blocked connections on the TCP port 3389 with the Internet. Until communication over TCP port 3389 is unblocked, Comarch ERP Optima SaaS will not run on the client’s computer. Communication with the following addresses should be enabled:

ts.online.comarch.pl
ts1.online.comarch.pl
ts2.online.comarch.pl
ts3.online.comarch.pl
ts4.online.comarch.pl

Problem with the internet connection

The connection to the Internet should provide a bandwidth of at least 2 Mbps per user working in the Comarch ERP Optima Chmura Standard system and must be characterized by high efficiency (> 99%) and short response times (up to 50 ms) to Comarch ERP Optima Chmura Standard terminals. The response time of the terminals can be checked using the ping test available from the Comarch ERP Optima SaaS application, in the Diagnostics menu.



Drivers in the Comarch ERP Optima SaaS application

The Comarch ERP Optima program communicates with the local computer using the drivers included in the Comarch ERP Optima SaaS application.

The component for Support for connection to a local computer is responsible for the operation of all subsequent drivers. All possible exports/imports from the Optima level, as well as the service of signing e-declarations/JPK are handled by the Data exchange with a local computer. According to their names, other drivers are responsible for fiscal printers, cash registers and payment terminals.

Caution
Comarch ERP Optima SaaS application, when launched, verifies whether new versions of the drivers are available. In order for everything to work properly, you should always update the selected drivers.

Hint
In the case of fiscal printers, cash registers and payment terminals, it is important to correctly configure the Comarch ERP Optima program, which is described in the Optima help.

Caution
Using e-declarations/JPK, it is important that the electronic card software is in the latest version made available by its supplier. In the case of a 64-bit system, it may be necessary to also install the software for the 64-bit version of the card.



Export and import of files in the Comarch ERP Optima SaaS application

The „My Documents” service enables the exchange of data in the form of files between terminal sessions with Comarch ERP Optima applications from the few places in the program, where it is not yet possible to directly export/import files.

Entering the service is done by selecting the appropriate item from the menu in the Comarch ERP Optima SaaS application.

When working in Comarch ERP Optima services, the user can save files on the Z:\ drive, the „My Documents” folder for terminal sessions of users of these applications is also moved there. Using the „My Documents” service in the Comarch ERP Optima SaaS application, the user can download files to his computer or send files from his computer to the Z:\ terminal session drive.

For each company in the Comarch ERP Optima Chmura Standard system, there is a „Wspólne” folder in the „My Documents” service, which can be accessed by all users from the same company. This enables data exchange between system users. Each user of the „My Documents” service can allocate 60 MB of disk space in the Comarch ERP Optima Chmura Standard system, where the logs of the Comarch ERP Optima, Accounting Office, Retail, PPK applications are created within this space. The service „My documents” has an intuitive interface.

Caution
In this space there are Operation logs from Optima and e-declaration exchange files. Check if the space is full, as its lack may result in messages about insufficient space or block the operation. This applies especially to the logs of HR operations (saved in the Optima.log directory) and logs of communication with the fiscal printer (\AppData\Comarch OnlineFP directory), which can be deleted.



Problem with launching the Comarch ERP Optima SaaS application

After trying to launch Comarch ERP Optima SaaS window with the program does not appear

In most cases, the error is related to the interrupted or incorrectly completed update of the Microsoft Windows system. First, make sure that the system application Event Viewer (Windows Logs – Application tab) contains information about the attempt to start the program. If an error related to Comarch ERP Optima SaaS appears in the event viewer, and in the description the fragment „Path of the module causing the error:” points to the * .dll file (for example ucrtbase_clr0400.dll), we propose the following solutions:

  • restore the system to the previous version. To do this, look for the Recovery app in the start menu.

Then open the Open System Restore function and select the appropriate restore point by date. If the program still does not work after this, Comarch ERP Optima SaaS should be uninstalled, restarted and installed again.

 



Additional settings in the Comarch ERP Optima SaaS application

Comarch ERP Optima SaaS application can be partially adjusted according to your preferences. It can be done in the Settings tab available on the login screen. You can set:

  • the size of the remote desktop, in the case of the „resolution of my desktop” option, it will be possible to work in full screen, when selecting „adjust to the application”, the working size of the remote desktop will be adjusted to the size of the application,
  • the starting size of the application window by selecting the most common resolutions or entering the selected size manually,
  • a combination of Windows hotkeys: from the local computer, from a remote computer or running only in full screen mode
  • Menu type: horizontal – which shows at the top, vertical – which shows from the side, vertical – collapsed – which shows from the side and is collapsed by default,
  • set the language of the application, currently Polish and English are available,
  • configure the proxy server support, if used.