When starting a Page Vault secure capture session using Page Vault Launcher, you receive the following error message:

“Your computer can’t connect to the remote computer because an error occurred on the remote computer that you want to connect to. Contact your network administrator for assistance.”

One possible cause of this error is a local or group policy setting that affects how login credentials are negotiated between client and server over RDP. In most security contexts, Page Vault will require RDP clients to use “Send NTLMv2 response only”. For details on this policy see this Microsoft TechNet article:

https://technet.microsoft.com/en-us/library/jj852207.aspx

From the article above:

“In Windows Server 2003, the Default Domain Controllers Policy was Send NTLM response only,which changed to Not defined in later versions.”

This means that in networks whose domain policies originated on Windows Server 2003 or prior, a value will be set for “Send NTLM response only”. The new default is “Not defined”, which allows the server to negotiate a secure session with the client. However, it is not possible to choose “Not defined” in group policy if the setting is already set. Instead you must choose “Send NTLMv2 response only.

Choose the “Send NTLMv2 response only” setting for negotiating security authentication protocols. To set this in Group Policy:

Navigate to the following policy:

1. Computer Configuration > Windows Settings > Security Settings > Local Policies > Security Options > Network security: LAN Manager authentication level
2. If the current setting is anything other than “Not defined” or “Send NTLMv2 response only”, choose “Send NTLMv2 response only” for this setting.

If you are deploying this change using a GPO, make sure it is deployed to all client machines that will use Page Vault Launcher to start a new secure capture session.

Your network may have an IDS (Intrustion Detection System) configured to terminate some RDP (Remote Desktop Protocol) sessions.

Contact your network administrator to find out if an IDS is deployed, and if so, if RDP could be a monitored target. An exception might need to be made for traffic to the `page-vault.com` domain, and/or to the following IP addresses:

• 18.209.75.161
• 34.192.48.228

Forcepoint/Websense installations may prevent traffic flowing to Page Vault Browser.

Add a tunnel to the “page-vault.com” in Forcepoint. See their documentation for details:

https://www.websense.com/content/support/library/web/v81/wcg_help/ssl_add_incident.aspx

If this dialog is shown immediately when clicking the "Launch Capture Mode" button:

...the cause is unknown but believed to be related to issues with the Remote Desktop Protocol client software that Page Vault Browser uses to start your browser session.

Rebooting your computer resolves the connection issues. Simply reboot and try connecting again.

When attempting to login to Page Vault Browser, you are presented with a Windows authentication dialog similar to this:

After entering your username and password, the dialog re-appears without message or warning.

Prepend “PAGEVAULT\” before your user name. For example, if your Page Vault username is “contoso-jdoe”, in the Windows dialog enter “PAGEVAULT\contoso-jdoe” for the username.

When attempting to login to Page Vault Browser from the Launcher application, you are presented with a blue login dialog similar to below. Your credentials do not work however, as in the dialog pictured here:

Your username or password may be incorrect.

If you wish to reset your password, visit https://portal.page-vault.com/#/login/forgot-password and follow instructions on resetting your password using your email address.

Windows is configured on your machine to use a web proxy. The Launcher application does not support authenticating through a web proxy.

Initiate your Page Vault Browser session by using our Remote Desktop Gateway at this web address: https://rdgw.page-vault.com/RDWeb

It will present you with a dialog requesting credentials as below:

NOTE: The “Domain\user name” must be entered with “PAGEVAULT\your-username”. i.e. your normal username must be prepended with the text “PAGEVAULT\” including the backslash at the end.

After logging in, you will see “Page Vault Capture” as the only application you are permitted to run on the server. Click that and either open/download the file. You may save the downloaded file somewhere convenient if you wish and use that file to start new Page Vault Browser sessions.

After successfully authenticating in the Launcher application, you are presented with a Windows login dialog similar to below. Your credentials do not work however, even after verifying or resetting your password, and the message "The logon attempt failed" appears as below:

You are using Windows 7 and are missing either Service Pack 1 or an update for Remote Desktop Protocol Client (RDP).

Page Vault Browser may work with Windows 7, but only under the follow conditions:

1. Windows 7 Service Pack 1 is installed.
2. RDP client version 8 or higher is installed.