What is the status of the device in the cloud console?
I would have not expected this app to work too well with Terminal Services enabled. Since each device registers with the cloud console, it might be getting confused with multiple sessions running. How many users have you got running simultaneously?
My best advice would be to contact support and check compatibility with Terminal Services, since it does not seem to be explicitly listed as being compatible or incompatible.
If support say it is compatible, you might be experiencing
https://support.microsoft.com/en-us/kb/979530 or you may want to contact Microsoft support.