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Terminal Agent service fails to start

APPLIES TO:
  • Parallels Remote Application Server

Symptoms

  • Terminal Agent service fails to start.

  • After server rebooting the following error pops up: 2X Terminal Agent not active, please inform your system administrator:

  • When starting 2X Terminal Server Agent service manually the following error pops up: The 2X Terminal Server Agent service on Local Computer started and then stopped:

  • RAS monitor constantly shows error: Failed to collect performance data:

  • In the Event Viewer > Windows Logs > Applications 2X Remote Application Server throws the following error Failed to initialize performance layer with Event ID 5000

Cause

Remote Application Server Terminal service tries to parse the counter values and read from the registry to determine load on the server relevant for loadbalancing purposes. Windows server failures with the performance layer prevent it from operating successfully.

Resolution

To confirm that issue is on Windows level, do the following:

Start > Run > perfmon. If the warning pops up Unable to add these counters:

then this issue is outside of Remote Application Server and should be investigated from the Windows side starting with rebuilding the performance counter library values as outlined here.

Please note: steps should be followed carefully as they include modifying system files. We recommend to backup Windows registry. If Terminal service is running on virtual machine, please take a snapshot.




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