Frequently Asked Questions (FAQ)

Or contacting our sales department:

Or from our website where you can receive a quote and purchase online:

Simply purchase additional user licenses. If you have a subscription, it will be automatically updated.

RecordTS v5 supports v6.5 of Citrix XenApp and v7 of Citrix XenDesktop/XenApp and v7.15 of Citrix Apps and Desktops.

Realistically you are limited by the number of purchased licenses, network bandwidth, database storage size and the number of remote sessions the machine can handle.

For RDP and ICA, the recording is protocol based, capturing the low level communications protocol (RDP) Microsoft’s Remote Desktop or ICA for Citrix XenApp/XenDesktop and MP4 for VMware Horizon. It is NOT a screen capture program, so ALL activity between the client and host are recorded – nothing is missed.

Try rebooting. Usually this does the trick. Also, check firewall rules to allow connection to RecordTS service. Sometimes antivirus software can prevent RecordTS from installing properly. Disable it completely before installing. If all else fails, you can install again.

This is usually a bad install and can be resolved by disabling antivirus software and installing again. This can also be caused by third party software fighting for the terminal services port 3389. Contact our support team for assistance.

For customers with subscription licensing, this is usually a firewall blocking access to our web servers. Subscriptions need continuous internet access to on port 27280.

Make sure the Dashboard service is configured to “Log On As” a domain admin or similar account that has access rights to the Database server. This account should also have administrative privileges to the database.

Support for v2  ceased on December 31, 2016. Current users of RecordTS v2 & v3 & v4 should consider upgrading to v5 now. Contact our sales dept to discuss upgrade options at

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