Reset Search



KB40217 - Remote Desktop(s) with high resolution are unreadable in 8.1R7+.

« Go Back


Last Modified Date10/4/2016 5:27 PM
The article describes the root cause and solution(s) available to address this issue in 8.1R7 and above.
Problem or Goal
In Pulse Connect Secure (PCS) versions 8.1R7+ and 8.2R1+, Pulse Secure Windows Terminal Services (WTS) client utilizes the native Microsoft Remote Desktop Protocol (RDP) client. Microsoft RDP includes features and capabilities such as Network Level Authentication (NLA) which we can now be supported in conjunction with the PCS WTS client.

In some cases, Microsoft RDP does not automatically scale the Dots Per Inch (DPI) of remote desktop(s) to match the client-side configuration. If this occurs, the WTS client or Microsoft RDP client has high resolution with high DPI, but the Remote Desktop session has high resolution with low DPI resulting in the Remote Desktop machine being unreadable. 
In 8.1R10 we have added the option to "Disable NLA" and revert to the native PCS Terminal Services client and behavior. 

To disable NLA through the Administrator Web UI go to Users > User Roles > [ROLE_NAME] > Terminal Services > Sessions > [SESSION_NAME] and select "Disable NLA".

User-added image

To allow an end user to define their own Terminal Services sessions with NLA disabled in the Admin Web UI go to Users > User Roles > [ROLE_NAME] > Terminal Services > Options and select "User can add sessions" in addition to "User can disable NLA".

User-added image

The end user will then be able to login to the PCS and create Terminal Services session with the option to disable NLA.

User-added image

If you want to continue with NLA enabled, the following solutions can be applied.
WTS Client (source)Remote Desktop (dest.) DPI Scaling
Windows 7
Windows 8
Windows 8.1
Windows 10
Windows 7
Windows Server 2008
Can be changed manually with Microsoft Hot Fix 2726399
installed on the Remote Desktop.
Windows 8.1
Windows 10
Windows 8.1
Windows 10 
Windows Server 2012 R2
DPI Scaling is automatic.
See Microsoft Remote Desktop Blog for more information. 
Windows 7Windows 8.1
Windows 10 
Windows Server 2012 R2 
DPI Scaling is automatic as long as MS KB 2830477 is
installed on the WTS Client (source).  Windows 7 must
have SP1 already installed in order to install KB2830477.

Without this patch, you will have to lower your
Screen Resolution before you remote into your
destination machine.
Related Links

Make the text on your screen larger or smaller to manually increase or decrease DPI. 
Microsoft Hotfix 2726399 to change the DPI setting through a Remote Desktop session on a computer that is running Windows 7 or Windows Server 2008 R2.
Microsoft Remote Desktop Blog describes automatic DPI scaling changes in Windows 8.1 and above. 
MS KB 2830477 to allow for automatic DPI scaling in Windows 7 SP1 TS clients.
Change your screen resolution 
Attachment 1 
Created ByAbigail Glasco



Was this article helpful?



Please tell us how we can make this article more useful.

Characters Remaining: 255